Express Cheque Deposit Guide: Troubleshooting
Contents
1. Central Express Cheque Deposit Guide Troubleshooting Central 1 Credit Union 1441 Creekside Drive 2810 Matheson Blvd East 800 661 6813 Vancouver BC Mississauga ON www central1 com thinking forward Canada V6 457 Canada L4W 4X7 PaymentStream Table of Contents 1 Scanner Cleaning and Maintenance rs cr en a Re ANA nd nu 1 2 Shared Workstation Browser Settings ccccscccssecceeseeceseecenseceeneeeensesceneeeessesoasesoeneeseneeseesessenees 1 lt Using the Scanner Diagnostics TOO RSR RS nn cree radin it ion nn 5 Ay Reducing SCAMMEI aI ee nn en 7 r lt Te TT e SCAMMER ANS Een nee ne ne ses se ne sere tee E ee eters 8 6 Scanner Troubleshooting TIPS ER re annees san enen scene se se memes cesse aaaea te eee is 9 7 TT eT UTs tne Sanne DKEVCN cere AA AAA AA AA WA AA 9 8 Re enabling a Disabled Scanner 7 22 aaa aaa 10 1 Scanner Cleaning and Maintenance Over time dirt ink and dust can build up in the scanner document track and rollers which affects image quality as well as overall scanner performance and reliability Image quality is critical in order to capture clear and legible images therefore cheque scanners must be cleaned on a regular basis The exact frequency will depend on the number of items scanned However it is recommended that scanners are cleaned weekly Failure to do so may result in images that are illegible which may be dishonoured by another financial institution Ensure that th2. Tabs Search Content Applications Privacy Security Sync Advanced Tracking Tell sites that I do not want to be tracked Tell sites that I want to be tracked Do not tell sites anything about my tracking preferences Learn More Histo NEMPE Remember history Never remember history Use custom settings for history OXW ember your browsing download form and search history and keep cookies from websites you visit You may want to clear your recent history or remove individual cookies Location Bar When using the location bar suggest History and Bookmarks v Figure 2 Never Remember History 4 Click OK A Restart Firefox dialogue will appear Click OK See Figure 3 Restart Firefox Firefox must restart to enable this feature Figure 3 Restart Firefox Google Chrome gt Settings 1 Click Chrome menu 2 Under Settings gt Click Show advanced settings See Figure 4 PG 3 Chrome Settings Search settings History Extensions On startup Settings Open the New Tab page Continue where you left off Open a specific page or set of pages Set pages Appearance Get themes Reset to default theme C Show Home button L Always show the bookmarks bar Search Set which search engine is used when searching from the omnibox Google z Manage search engines People Q Person 1 current M Enable Guest browsing M Let
3. anyone add a person to Chrome Add person Edit Remove Import bookmarks and settings Default browser Make Google Chrome the default browser Google Chrome is not currently your default browser Show advanced settings Figure 4 Show Advanced Settings Under Privacy gt Click Content Settings See Figure 5 rome may use web services to improve your browsing experience You may optionally disable these services Learn more Figure 5 Content Settings Under Cookies gt Select Keep local data only until you quit your browser See Figure 6 PaymentStream PG 4 PaymentStream Content settings Cookies Allow local data to be set recommended Block sites from setting any data Block third party cookies and site data Manage exceptions All cookies and site data Images Show all images recommended Do not show any images Manage exceptions JavaScript Allow all sites to run JavaScript recommended Do not allow any site to run JavaScript Manage exceptions Handlers Figure 6 Keep Local Data Only Until You Quit Your Browser 5 Click Done 3 Using the Scanner Diagnostics Tool The scanner diagnostic tool allows users to initialize and test scanner connectivity and generate driver logs which can be used to analyze issues with the scanner It is recommended that you initialize the scanner regularly to ensure the scanner and the workstation are c
4. as they are listed on the tape listing 2 Repair cheques with torn edges with clear tape Ensure the leading and lower edges are smooth Clear tape can also be used to smooth out wrinkles in a cheque that cause MICR or amount misreads PG 7 PaymentStream 3 Ifthe scanner model does not come with a built in jogger fan the cheques to separate them and then tap the bundle to align the leading edges together 5 Handling Scanner Jams Scanner jams occur when items get caught in the scanner s track or a double feed is detected If the scanner detects a jam or double feed a message appears on the Deposit Item List page indicating that Transport Problem The hopper is jammed there s an error Proceed as follows to resolve scanner jams 1 Click Recover frene on the upper right side of the Deposit Item List page A Transport Recovery page will display 2 Review the error message displayed 3 Remove all items from the scanner s track and the fee area If an item is stuck in the scanner track follow your scanner models instructions to access the document track 4 Inspect the items for any cheques that are damaged Smooth out wrinkled cheques and make any repairs with clear tape if necessary 5 Organize the cheques and start the bundle with the item after the one displayed onscreen Place the cheques in the scanner hopper 6 Click Restart Scanner Restart Scanner P to scan the remaining
5. browsing history on exit box gt Click Delete PG 1 PaymentStream 3 Under Delete Browsing History gt Uncheck Preserve Favorites website data gt Check Temporary Internet Files Cookies and History See Figure 1 Preserve Favorites website data Keep cookies and temporary Internet files that enable your favorite websites to retain preferences and display faster Temporary Internet files Copies of webpages images and media that are saved for faster viewing Cookies Files stored on your computer by websites to sawe preferences such as login information History List of websites you have visited Download History List of files you have downloaded Form data Saved information that you have typed into forms Passwords Saved passwords that are automatically filled in when you sign in to a website you ve previously visited ActiveX Filtering and Tracking Protection data A list of websites exduded from filtering and data used by Tracking Protection to detect where websites might be automatically sharing details about your visit About deleting browsing history Figure 1 Delete Browsing History 4 Close the Delete Browsing History tab 5 Click Apply 6 Click OK Firefox 1 Click Open menu gt Options 2 Click Privacy 3 Under History Payment Stream PG 2 PaymentStream gt Select Never remember history See Figure 2 D S G amp wea amp General
6. 1 Clean the scanner according to the manufacturer s instructions 2 Log into the Express Cheque Deposit application from the Secure Site ome Click ADMINISTRATION 4 Click Scanners a 5 Click Show All Disabled ENE to display the scanner that has been disabled in the event there is more than one scanner at a location See Figure 4 Central T HOME ADMINISTRATION DEPOSITS REPORTS RESEARCH O S S me User Role Supervisor Reviewer Ca Scanner Search Serial number Show All Disabled List of Scanners Tasks 4 Serial NumberQ Previous Next All 5 10 20 50 Showing 0 of 0 2 NCR Corporation Figure 4 Scanner Search The disabled scanner s will appear in the List of Scanners box See Figure 5 List of Scanners Tasks Serial NumberQ Guida Model Number Transport Type Status Q Enable 0000370713415814 f3923b094 42d6 4c5f Sef2 e4dd74e9e68c Teller Scanner Ts240 2820 Disabled Figure 5 List of Scanners 6 Click Enable to re enable the scanner PG 10 PaymentStream Except as expressly permitted in this publication or by the provisions of the Copyright Act no part of this publication may be reproduced in any form by any means without the written permission of Central 1 Credit Union Central 1 is not responsible for any errors or omissions contained in this publication and expressly disclaims liability whether under contract or in negligence or otherwise to any user including subscrib
7. ansport Info IMG 0OxfPKTS 1 DFD Y FRNK N SN 6269927 MODEL Vision X SPEED 50 Get Next Cheque Figure 8 Status Success If you get a Scanner Initialization message that is either Status Ranger Timeout Deposit in Progress or Scanner_ Transport Off proceed as follows gt Status Ranger Timeout indicates a cheque was not loaded in the hopper prior to clicking Get Next Cheque Load a cheque in the hopper and click Get Next Cheque again gt Deposit in Progress indicates an active deposit session is open Delete the current deposit and initialize the scanner again gt Scanner_Transport Off indicates the scanner is not communicating with the driver e Verify the scanner power source is plugged in and the scanner is on e Verify the USB cable is plugged into the scanner and an available 2 0 USB port on the workstation e Install the Express Cheque Deposit driver before plugging the scanner into the computer If you plug the scanner into the computer before installing the NCR driver Windows will not detect the NCR driver and will default to Windows drivers As a result the NCR driver will not be recognized and you will not be able to scan your deposits PG 6 Payment Stream PaymentStream If you are unable to successfully initialize the scanner restart the workstation Other functions available on the Scanner Diagnostic page are as follows K Start Debug Monitor manually turns the scanner driver debug m
8. e cleaning protocol and maintenance procedures provided by the scanner manufacturer are followed Only use authorized cleaning supplies Failure to use authorized cleaning supplies may result in the following e roller degradation e camera lens damage e document damage and or e excessive build up of solvents and other liquids Use of non authorized cleaning supplies may result in the scanner s service provider charging service fees for any necessary repairs and may result in the voiding of any remaining warranty on the scanner For maintenance instructions pertaining to a specific scanner refer to the user manual that came with the scanner 2 Shared Workstation Browser Settings Browsers can be set to save cookies and or temporary internet files for frequently visited websites This is done in order to retain preferences and or to make websites load faster If you share a workstation with other staff members saved browser settings may prevent them from logging into Secure Site To clear this information follow the procedures below Important Express Cheque Deposits users who share a workstation must clear the cookies and or temporary internet files and log completely out of Secure Site and close the browser after completing deposits Note The steps taken may vary depending on the browser version being used Internet Explorer 1 Click Tools gt Internet Options 2 Under General gt Select the Delete
9. ers and other persons who may use this publication and to members clients and customer of such subscribers and other persons Central 1 expressly disclaims liability for loss or damage whether direct or indirect resulting from any use of this publication including without limitation any loss or damage arising as a result of the procedures or forms contained in this publication being determined not to be valid or enforceable or not attaining the end desired by the user PaymentStream and PaymentStream Design are trade marks owned by Central 1 Credit Union of British Columbia PG 11
10. items 7 Ifan item does not feed through the scanner scan the item on its own or scan the cheque between two other cheques that have clean edges If the scanner jams every time you process a deposit proceed as follows 1 Log out of Express Cheque Deposit 2 Unplug the scanner s power supply 3 Unplug the scanner s USB cable from the computer 4 Restart the computer 5 Plug in the scanners power supply 6 Plug the scanner s USB cable into the computer 7 Use the Scanner Diagnostics Tool to initialize the scanner 8 Navigate back to the deposit and add remaining items to the deposit or delete the deposit and rescan it PG 8 PaymentStream 6 Scanner Troubleshooting Tips If the scanner will not scan an item in poor condition i e the cheque is being misfed by the scanner hopper or the cheque is Causing a scanner jam proceed as follows 1 Sort cheques in your deposit by small and large sizes Place the larger cheques behind the smaller items in the scanner hopper Ensure that the cheques are in the same order as they are listed on the tape listing 2 Repair cheque with any torn edges with clear tape Ensure the leading and lower edges are smooth Clear tape can also be used to smooth out wrinkles in a cheque that cause MICR or amount misreads 3 Ifthe scanner model does not come with a built in jogger fan the cheques to separate them and then tap the bundle to align the leading edges together 4 Ifan ite
11. m does not feed through the scanner scan the item on its own or scan the cheque between two other cheques that have clean edges If the scanner jams every time you process a deposit proceed as follows Unplug the scanner s power supply Unplug the scanner s USB cable from the computer Restart the computer Plug in the scanner s power supply Plug in the scanner s USB cable into the computer WA eS ey SS Use the Scanner Diagnostics Tool to initialize the scanner 7 Restarting the Scanner Driver To restart the scanner driver proceed as follows 1 Click the Windows start menu 2 Click All Programs 3 Passport Web Edition Client gt Restart WebClient Driver Note For computers that have Windows 8 installed right click on the start screen and click the All Apps Icon Click on the WebClient Diagnostics link under Passport Web Edition Client 3 Use the scanner diagnostic tool to initialize the scanner PG 9 PaymentStream Note If the driver does not restart or the scanner continues to jam or feed cheques slowly restart the computer 8 Re enabling a Disabled Scanner The Express Cheque Deposit system has been configured to disable a scanner when encountering large number of consecutive image quality errors or when a more serious system error occurs If the issue is directly related to the scanner being disabled due to image quality errors a user with Supervisor permissions proceeds as follows
12. ommunicating properly To access the scanner diagnostic tool Express Cheque Deposit users proceed as follows Enter hito localnost pptcdrvrdiag in the address bar of a web browser or go to the workstations start menu and click on All Programs Passport Web Edition Client gt WebClient Diagnostics The links on the page can be used to perform diagnostics on the scanner and application To test or resolve issues with a scanner s connectivity users proceed as follows 1 Click Initialize Scanner text link on page See Figure 7 PG 5 A IS NCR Passport Web Edition Client Diagnostic Summary Info Driver Version 03 12 00 03 Transport ID 2850 Receipt Printer Port Not Found Receipt Printer Model Unknown Log File Name None Driver HttpSvr Port 80 functioning Print Test Recept Start Debug Monitor Save Logs End Deposit Client side for Diagnotics Log off application first Shutdown Scanner Log off application first Takes 30 seconds Figure 7 Initialize Scanner Verify the scanner initialization message STATUS SUCCESS is displayed Load a cheque into the scanner hopper Click Get Next Cheque text link Verify that the MICR information read by the system matches the cheque s MICR See Figure 8 NCR Passport Web Edition Client Scanner Diagnostic Scanner Initialization STATUS_SUCCESS Summary Info Driver Version 03 12 00 03 Ranger Version 2 5 37 1 TransportID 2850 MVX Tr
13. onitor on or off The monitor is typically set to on but users may be instructed by their hardware provider support personnel to temporarily override these settings gt Save Logs exports and saves a zip file containing the scanner driver log files These logs may be used by support personnel to trouble shoot driver issues If directed by your hardware provider support personnel to export the scanner driver logs users proceed as follows 1 Click Save Logs link 2 Record the Log File Name and where the zip file was saved on the workstation Note To save the file to a different location right click the Log File Name link Depending on your browser click Save Target As or Save Link As and select where you want to save the zip file 3 Locate the scanner log zip file 4 Follow the instructions from support personnel on where to send the log zip file for analysis Additional Scanner Support gt End Deposit Client side for Diagnostics ends a capture session if you are unable to in the Express Cheque Deposit application gt Shutdown Scanner shuts down the scanner and clears the driver processing state if a third party scanner utility or other diagnostic application will be used 4 Reducing Scanner Jams To reduce scanner jammers do the following 1 Sort cheques in your deposit by small and large sizes Place the larger cheques behind the smaller items in the scanner hopper Ensure that the cheques are in the same order
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