NCR Error Reporting and Management
Operator Guide
B006‐6430‐H000
EMC COMPLIANCE
Federal Communications Commission (FCC)
Radio Frequency Interference Statement
This equipment has been tested and found to comply with the
limits for a Class A digital device, pursuant to Part 15 of the FCC
Rules. These limits are designed to provide reasonable
protection against harmful interference when the equipment is
operated in a commercial environment. This equipment
generates, uses, and can radiate radio frequency energy and, if
not installed and used in accordance with the instruction manual,
may cause harmful interference to radio communications.
Operation of this equipment in a residential area is likely to cause
harmful interference in which case the user will be required to
correct the interference at his own expense.
Canadian Class A Device Declaration
This digital apparatus does not exceed the Class A limits for radio
noise emissions from digital apparatus set out in the Radio
Interference Regulations of the Canadian Department of
Communications.
Le présent appareil numérique n’émet pas de bruits
radioélectriques dépassant les limites applicables aux appareils
numériques de la classe A prescrites dans le Réglement sur le
brouillage radioélectrique édicté par le ministère des
Communications du Canada.
EU EMC Directive 2014/30/EU
This equipment has been found to comply with the essential
requirements of EMC Directive 2014/30/EU, by testing to
harmonized standard, EN55032 and EN55024. The equipment
complies with the limits for a Class A digital device, pursuant to
EN55032.
This is a Class A product, in a domestic/residential environment
this product may cause radio interference in which case the user
may be required to take adequate measures.
Information to User
This equipment must be installed and used in strict accordance
with the manufacturer’s instructions. However, there is no
guarantee that interference to radio communications will not
occur in a particular commercial installation. If this equipment
does cause interference, which can be determined by turning
the equipment off and on, the user is encouraged to consult an
NCR service representative immediately.
CAUTION
NCR Corporation is not responsible for any radio or
television interference caused by unauthorized
modifications of this equipment or the substitution or
attachment of connecting cables and equipment
other than those specified by NCR. Such
unauthorized modifications, substitutions, or
attachments may void the user’s authority to operate
the equipment. The correction of interference
caused by such unauthorized modifications,
substitutions, or attachments will be the
responsibility of the user.
COPYRIGHT AND TRADEMARKS
The product described in this book is a licensed product of NCR
Corporation.
NCR Proprietary Information - not to be disclosed or reproduced
without written consent.
NCR, NCR SelfServ and APTRA are trademarks of NCR
Corporation. Other product names mentioned in this publication
may be trademarks or registered trademarks of their respective
companies and are hereby acknowledged.
Where creation of derivative works, modifications or copies of
this NCR copyrighted documentation is permitted under the
terms and conditions of an agreement you have with NCR, NCR's
copyright notice must be included.
It is the policy of NCR Corporation (NCR) to improve products
as new technology, components, software, and firmware
become available. NCR, therefore, reserves the right to change
specifications without prior notice.
All features, functions, and operations described herein may not
be marketed by NCR in all parts of the world. In some instances,
photographs are of equipment prototypes. Therefore, before
using this document, consult with your NCR representative or
NCR office for information that is applicable and current.
© 2016
By NCR Corporation, Duluth, Georgia, U.S.A.
http://www.ncr.com
All Rights Reserved
NCR Error Reporting and Management Operator Guide
CONTENTS
CONTENTS
INTRODUCTION .................................................................................................................................1
TEXT‐BASED OPERATOR PANEL.........................................................................................................2
GRAPHICAL OPERATOR PANELS ........................................................................................................3
HOW TO USE THE FRONT SERVICE INTERFACE .................................................................................5
SELF SERVICE ASSISTANT FOR APTRA................................................................................................6
ATM Status...............................................................................................................................6
Device Action List.....................................................................................................................7
Lead‐through Screens ..............................................................................................................8
Test Button ..............................................................................................................................9
Full Faults List...........................................................................................................................9
Administrative Maintenance List...........................................................................................10
SYSTEM APPLICATION .....................................................................................................................11
Device Status List ...................................................................................................................12
Clearing a Device State .....................................................................................................13
Device Self Tests ....................................................................................................................14
HOW ERRORS IN THE PC MODULE ARE REPORTED.........................................................................15
HOW TO READ THE REMOTE STATUS INDICATOR ..........................................................................16
REVISION RECORD ...........................................................................................................................17
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CONTENTS
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INTRODUCTION
INTRODUCTION
This operator guide gives an overview of how the ATM or Kiosk reports errors and how to
clear the messages once the error itself has been corrected.
Your ATM/Kiosk uses an error reporting system called System Application (Sys App)
which displays the status of all the modules, or devices, in the product. For error
reporting purposes, a device is an overall mechanism such the dispenser, and a module is
a subset of the device, such as a cassette or a pick module. The status of the devices can
range from healthy, to replenishment warnings (for example a dispenser cassette is low
on currency), to errors which require the intervention of a service engineer.
The status information is displayed on the front service interface on front access ATMs
and on the operator panel on rear access ATMs. There are two kinds of operator panel:
text‐based and graphical.
A first line maintenance application called Self Service Assistant for Aptra can also be
displayed, with step‐by‐step text and video instructions on how to clear the error
conditions being reported.
The status of ATMs can also be shown on the optional remote status indicator.
Full details on Sys App can be found in NCR publication, Self Service Support, System
Application User Guide (B006‐6167).
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TEXT‐BASED OPERATOR PANEL
TEXT‐BASED OPERATOR PANEL
The text‐based operator panel lists error messages reported by the error reporting
system System Application (‘Sys App’), and provides access to Sys App menu options.
1
2
3
ENT
4
5
6
CLR
7
8
9
Normal
Supervisor
In Service
Supervisor
Power
CNL
Error
0
Reset
Comm
The indicators on the right‐hand side of the operator panel are:

In‐service ‐ illuminates when the ATM is available for transactions

Supervisor ‐ illuminates when the ATM is in supervisor mode and not available for
transactions

Power ‐ illuminates when the operator panel is receiving power from the ATM

Error ‐ illuminates if there is a fatal software error

Comm ‐ flashes when the ATM is communicating with a host system.
The two switches in the middle of the panel are:

Normal/supervisor switch ‐ to enter and return from supervisor mode from where
menus can be accessed to perform device tests or report, where necessary, that the
physical errors have been cleared. If auto‐supervisor is fitted, supervisor mode is
entered automatically.

Reset switch ‐ to reset the whole ATM.
The keypad and the keys on either side of the screen (called Function Display Keys or
FDKs) are used to make menu choices.
The contrast control is used to adjust the brightness of the screen.
The information displayed on the operator panel screen can be transferred to the
customer screen on the front of the ATM using the TRANSFER INTERFACE option in Sys
App.
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GRAPHICAL OPERATOR PANELS
GRAPHICAL OPERATOR PANELS
There are two types of graphical operator panel: the standard panel and the
compact panel.
The panels display visual error reporting and recovery information: error
messages when the ATM is in normal mode, and the full error reporting system
when in supervisor mode.
When the ATM is in normal mode, that is, in service, the operator panels will
display the screen shown in the illustrations below. An error message may be
visible on the screen.
Compact Operator Panel
Graphical Operator Panel
graphic of UOP in normal mode
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GRAPHICAL OPERATOR PANELS
The indicators on the left‐hand side of the operator panel have the following meanings:

In‐service ‐ this is illuminated to show that the ATM/Kiosk is available for transactions

Supervisor ‐ this is illuminated to show that the ATM/Kiosk is in the supervisor mode
and not available for transactions

Error ‐ this is illuminated to indicate a fatal software error

Comm ‐ this flashes to indicate that the ATM/Kiosk is communicating with a host
system.
The supervisor/normal switch is used to enter supervisor mode and to return to normal
mode when all the supervisor tasks have been completed. If auto‐supervisor is fitted,
supervisor mode is entered automatically.
On entering supervisor mode, your supervisor application is launched, and from here you
can access the error reporting system, System Application (‘Sys App’), and also the
optional first line maintenance application Self Service Assistant which reports any errors
and instructions on how to clear them.
If Self Service Assistant is configured, the graphic on the right‐hand side of the screen will
provide a mini view of the product’s status. Each device displayed in either green
(healthy), amber (attention required soon) or red (attention required now).
The mini view can be configured as view only, or as interactive so that pressing on the
graphic will launch Self Service Assistant. It can also be configured so that the border
flashes as an alert when a device has an error.
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HOW TO USE THE FRONT SERVICE INTERFACE
HOW TO USE THE FRONT SERVICE INTERFACE
When the ATM is in supervisor mode, that is when the facia is opened, the front
interface displays the supervisor application, including the error reporting system and
first line maintenance application Self Service Assistant which reports any errors and
instructions on how to clear them.
Menu options are selected using the keys at each side of the screen or by pressing on
touchscreen areas, depending on the kind of screen. On some ATMs, a keypad located at
the top right‐hand corner of the interface can be used to enter values.
illus: front i/f and FSI
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SELF SERVICE ASSISTANT FOR APTRA
SELF SERVICE ASSISTANT FOR APTRA
Self Service Assistant for APTRA is the ATM/Kiosk’s first line maintenance application,
accessible from your supervisor application. It displays the status of all devices in the
product in graphical form, and provides text and video instructions on how to clear the
error conditions reported. It also enables you to test the actions carried out and report
that the error has been cleared.
The first screen displayed is called the ATM Status screen.
ATM Status
The ATM Status screen provides a summary of the status and location of all the devices in
the product. They are displayed in either green (healthy), amber (attention required
soon) or red (attention required now).
Note that in some products, such as those with sidecars, devices can be located in a
choice of more than one location. In this case, device location information is not shown
on the ATM Status screen.
graphic of ATM status screen
To access text and video leadthrough instructions to clear errors, touch the name of the
device you want (or if viewing on a non‐touchscreen front interface, press the
corresponding number key on the keypad), to display the appropriate Device Action List
Also on this screen are the following touchscreen ‘buttons’:
FAULTS which displays a full list of faults and a brief description of each. If a fault
is described as ‘CE required’ the problem requires technical assistance and you
should call a customer engineer.
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MAINTENANCE which lists preventive maintenance or device servicing actions,
which are required on devices but are not automatically detected, for example,
replenishing a printer ribbon.
TEST which you can use to check that physical errors in devices have been
cleared and to update the ATM status list accordingly.
SYS APP which allows you to access all System Application menus and options.
TRANSFER INTERFACE which allows the error information to be displayed on
the customer screen at the front of the ATM, instead of on the operator
panel.
SETTINGS which allows you to configure options: language, ATM type, serial
number, tracer number, plant code and front/rear access.
EXIT returns you to your supervisor application, from where you can return
the ATM/Kiosk to normal mode. The product will automatically exercise all
devices reporting a fault on exiting the ATM Status screen.
Device Action List
The Device Action List screen shows a numbered list of actions currently required in the
device you have selected. The numbers in the list correspond to the numbers on the
illustration, indicating the location of the faulty within the device
graphic of device action screen
The list can be expanded by clicking the button with the ‘plus’ sign, to show a list of all
possible actions for that device, not just those currently required, providing a useful
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SELF SERVICE ASSISTANT FOR APTRA
training and reference resource. Click the button again, which will now be showing a
‘minus’ sign, to return the list to showing current required actions only.
Select an action name from the Device Action list to display the lead‐through summary
screen for that action.
Lead‐through Screens
The summary screen lists the lead‐through steps to follow to carry out the action.
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SELF SERVICE ASSISTANT FOR APTRA
Select a step from the summary list then use the navigation buttons to move through the
step screens and to play the video that accompanies the text. The ‘home’ button will
take you back to the ATM Status screen.
Test Button
After you have completed an action on a device as instructed in the device lead‐through,
you should return to the Device Action List screen and press the test button (the green
button with white circular arrows) to test the device. This should be done after each
action is completed, or at least after all actions for the device are completed. The test will
report that the actions have been carried out and update the ATM Status screen.
Prompts may appear on screen during the test: to enter an envelope, remove a test
print‐out or confirm what action was taken, for example.
You may be instructed in the lead‐through to use the test button at a specific point, to
check if a procedure has been successful or not. After a test the Device Action list is
updated accordingly.
The test button also appears on the ATM Status screen. Here, the test button will
exercise all devices in the ATM/Kiosk that are still reporting a fault, and should only be
carried out when you are confident that all faults have been resolved.
Note: The same faulty devices test is performed on exiting the application.
Full Faults List
The lead‐through instructions are also accessible via the Full Faults screen, which
provides a list of all current faults on all devices. This allows the faults to be dealt with
quickly, one after the other without the need to return to the ATM Status screen after
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each device is cleared. The faults list is dynamic, that is, if an action is taken that clears
more than one fault, the list will be updated, as long as the device detects the fault has
been cleared. There is also a test button on this screen which will test all devices.
graphic of faults list
Administrative Maintenance List
The Administrative Maintenance list provides lead‐through instructions on routine,
preventative maintenance tasks, such as cleaning. It is important to the operation of the
ATM/Kiosk that these tasks are carried out on a regular basis. Refer to your product
overview manual for more information on the tasks required and the interval at which
they should be carried out.
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SYSTEM APPLICATION
SYSTEM APPLICATION
System Application (‘Sys App’) is the application your ATM/Kiosk uses to report and
manage errors. Sys App can be accessed from your supervisor application which is
launched when the ATM/Kiosk enters supervisor mode, and also from the ATM Status
screen in the first line maintenance application, Self Service Assistant for Aptra.
System Application Main Menu shown on:
System Application Main Menu
13:53:04
< Transfer
Interface
Text-based Operator Panel
< Shutdown
1
Maintenance
2
Device Self Tests
3
Event Logs
4
Service Tallies
5
Device Status List
6
Device Sevicing
8
Self - Service Configuration
Save NT Info
<
Exit
<
Graphical Operator Panel/
Front Service Interface
Compact Operator Panel
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SYSTEM APPLICATION
Device Status List
To see a list of all the devices which require attention, from the Sys App Main Menu
select the Device Status List option (5).
Device Status List shown on:
DEVICE STATUS LIST
PRODUCT CLASS XXXX
Text-based Operator Panel
1/4
1.CASH HANDLER
CASS 2(Type 2) Low
Attention required soon
Operator required
State is self-clearing
9.Page Down
<Clear All
Print>
Previous>
Graphical Operator Panel/
Front Service Interface
Compact Operator Panel
The following information is provided on the operator panel for each module or device
requiring attention:

Device name ‐ the name of the device that requires attention.
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SYSTEM APPLICATION





Module name ‐ the name of the module within the device that requires attention.
Description ‐ a short description of the error.
Attention ‐ whether the state requires attention ‘now’ or will require attention
‘soon’.
User category ‐ specifies what type of user is able to deal with the state ‐ Operator or
Customer Engineer (CE). A user category of ‘CE may be required’ indicates that an
operator can attempt to deal with the state, but if the operator fails to clear it, a CE
should be called.
Self‐clearing ‐ whether the state is self‐clearing or not. If the state is self‐clearing, it
will automatically be cleared from the list when the problem causing the state has
been corrected. If the state is not self‐clearing, you need to indicate via Sys App that
action has been taken to clear the state. Sys App will then update the device status
list.
Note: When the user category is ‘CE required’ the device status list will not show
detailed information of the fault until the Customer Engineer’s key disk or USB service
key is present in the product’s pc module.
The device status list can be printed by one of the printers, for easy reference while you
carry out actions to clear physical errors in the devices. To do this, select the Print FDK
on the Device Status List screen.
Clearing a Device State
If a device state is not self‐clearing, you need to report that the physical error condition
has been corrected. You can choose to clear individual device states or to clear all the
states at once.
Clearing an Individual State
To clear states one at a time, follow the procedure below:
1. Select the number on the Device Status List which corresponds to the specific device
state to be cleared.
2. If the selected device can be cleared by more than one action, a screen will be
displayed for you to indicate which action has been performed.
3. If clearing a device state affects a device’s life counts, a prompt will be displayed
asking you to confirm that the action has been performed.
4. The device self test will run to check that the device is operational.
5. Return to the device status list by selecting the Previous option.
Clearing All States
If none of the reported device states has a user category of
CE required, you can clear all states at once. To do this, follow the procedure below:
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SYSTEM APPLICATION
1. Select the Clear All option on the Device Status List.
2. The device self tests will run to check that the devices are operational.
3. Return to the device status list by selecting the Previous option.
Device Self Tests
Selecting Device Self Tests option (2) from the SysApp main menu displays a list of tests
which can be used to verify that a device is operational after an action has been carried
out to clear a physical error condition. For example, a printer self test produces a test
print‐out to check print quality and that the paper has been loaded correctly.
Some device self tests require user intervention, such as inserting an envelope or
removing a test print.
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HOW ERRORS IN THE PC MODULE ARE REPORTED
HOW ERRORS IN THE PC MODULE ARE REPORTED
Faults on the boards in the PC module are not reported on the operator panel. The
boards are tested during power‐up and at reset. If a fault is detected on one of the
components, the Light Emitting Diode (LED) on the PC module will be illuminated red.
The following table gives a summary of the LED colour code.
LED Colour
Result Of Test
AMBER
RED
GREEN
UNLIT
TEST STILL EXECUTING
TEST FAILED
TEST PASSED
NO POWER TO MODULE
If the LED is unlit or illuminated red after power‐up or system reset, call your Customer
Engineer.
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HOW TO READ THE REMOTE STATUS INDICATOR
HOW TO READ THE REMOTE STATUS INDICATOR
In addition to local reporting on the operator panel, your ATM may use a remote status
indicator to report errors at a location away from the ATM itself. The indicator is
connected to the ATM at the I/O panel and the cable exits the ATM at its base.The
meaning of each Light Emitting Diode (LED), when illuminated, is marked clearly on the
remote status indicator.
B006-6430-H000
REVISION RECORD
Date
Revision Page
Description of Change
August 2004
A
All
New publication.
November 2005
B
Title
Updated confidentiality statement.
November 2006
C
Title
Removed Personas M Series
December2008
D
5
Addition of front service interface.
May 2009
E
4
Addition of mini ATM status.
October 2010
F
Various Addition of compact graphical operator panel.
August 2011
G
All
Re‐format for use with Kiosk products.
November 2016
H
6
Updated first and second paragraphs in ATM Status.
All
Replaced screenshots with blue colour with updated
screenshots.
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