Machine Troubleshooting - NCR Easy Point 55 and Easy Point 53

• The ATM says "Temporarily Out of Service"
• I Need to Download the Electronic Journal
• The Receipts have a Red Stripe Running Down the Side
• The Receipt Printer is No Longer Dispensing Receipts
• The Receipts are Coming Out Blank
• The Currency Dispenser is Jammed

Problem: The ATM says "Temporarily Out of Service"

Cause: The ATM has either entered supply mode or has developed a fault that prevents it from communicating with the network.

Solution:

1. Make sure the hood (fascia door) is locked and secure. If it is, try power cycling the ATM by turning off the ATM.
2. Wait about 30 seconds turn the ATM back on. The ATM may take 10 to 15 minutes to reboot
3. If that doesn't work, please call 1-800-877-8762 for service. TRM may ask you to check the phone line or ask you to power cycle the ATM again after sending some additional information to the ATM.

Problem: I Need to Download the Electronic Journal (EJ)

Cause: If the EJ becomes full, the ATM may stop transacting. Be sure to download the EJ on a regular basis.

Solution:

1. Open the hood (fascia door). The Daily Menu will appear on the screen.
2. Select EJ Menu on the upper right.
3. Insert a (blank) 3.5" computer disk into the disk drive.
4. From the EJ Menu, select "Initialize EJ" on the upper left side.
5. When you see "EJ Log Copied OK," press the red cancel button the keypad, then eject the disk.
6. Label the EJ disk with the day's date and keep it in a secure location for your records
7. Close the hood and exit normally.

Note: Depending on how often you download the EJ, one computer disk may be able to hold more than one EJ.

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Problem: The Receipts Have a Red Stripe Running Down the Side

Cause: The receipt paper is running low and will have to be replaced soon.

Solution:

1. Open the hood (fascia door)
2. Tear off the receipt paper between the roll and the printer
3. Press the paper feed button to eject the excess paper.
4. Remove the remaining roll or empty core.
5. Remove the spindle from the old roll and insert it into a new roll.
6. Seat the new roll of receipt paper.
7. Bring the paper over the top of the roll and feed a clean edge into the printer. The printer should start to feed automatically.
8. Press the paper feed button once.
9. Close and lock the hood. The screen should be on Daily Menu.
10. Select "General Menu" on the lower left.
11. Select "Initialize Printer" on the upper right.
12. Select Daily Menu and exit normally.

Problem: The Receipt Printer is No Longer Dispensing Receipts

Cause: The receipt printer may be jammed.

Solution:

1. Open the hood (fascia door).
2. Tear the receipt roll between the roll and printer.
3. Press the paper feed button to remove the excess paper from the printer.
4. Lift the printer head by pressing the green button on the right-hand side of the printer near the exit or by lifting the brass ring on the right-hand side of the printer near the exit.
5. Gently lift the printer head back and check for jams.
   
   WARNING: DO NOT USE SHARP OR METAL OBJECTS TO REMOVE A JAM.
   
   
6. Carefully remove any visible jams with your fingers or short bursts of compressed air.
7. Once the jam is cleared, feed the receipt paper back into the printer making sure the paper is coming over the top of the roll.
8. Snap the printer head back into place, make sure the printer head is securely in place, and press the paper feed button.
9. Close the hood. The screen should show the Daily Menu.
10. Select "General Menu" on the lower left side.
11. Select "Initialize Receipt" on the upper right side.
12. Select Daily Menu and exit normally. If the receipts continue to jam, please call 1-800-877-8762 for service.

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Problem: The Receipts are Coming out Blank

Cause: The receipt paper may be loaded incorrectly or the printer may have developed a fault.

Solution:

1. Open the hood (fascia door) and make sure the receipt paper is coming over the top of the roll.
2. If it is not, reload the receipt paper. Otherwise close and lock the hood.
3. The screen should show the Daily Menu. Select "General Menu" on the lower left side.
4. Select Initialize Printer on the upper right side.
5. Select "Daily Menu" and exit normally. If that doesn't work, please call
   1-800-877-8762 for service.

Problem: The Currency Dispenser is Jammed

Solution:

1. Unlock and open the lower door of the terminal. Open the security enclosure (safe).
2. Pull the currency dispenser out of the terminal until its slides are fully extended
3. The procedure for clearing a jam depends on where the jam is within the dispenser.

• If the State of Health message indicated a bill jam at the pick sensor/module proceed to Step 4.
• If the State of Health message indicated a bill jam in the main transport proceed to Step 7.

4. Lift the green catch on the right-hand side of the currency cassette, and pull the cassette out of the terminal.
5. Reach inside the hole vacated by the cassette, and remove any jammed bills.
6. Push the cassette back into the terminal until the cassette latch clicks into place. Proceed to Step 9.
7. Look in the main transport to locate the jammed bill(s). Carefully remove the jammed bill(s) from within the transport.
   
   WARNING: DO NOT USE SHARP OR METAL OBJECTS TO REMOVE A JAM.
   
   
8. Make sure that the transport belts are still located on top of the pulleys.
9. Push the dispenser back into the terminal.
10. Close and lock the security enclosure (safe).
11. From the "Daily Menu", press the key to enter the "Cash Menu".
12. Press "Test Cash".
13. Press the "Cancel" key to exit the "Cash Menu" (the Select Menu will be displayed).
14. Press "Exit Supervisor".

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