FAQs - ESD
Contents
1. ESD Frequently Asked Questions F A Q List v1 1 0 09 08 15 General Questions This section will cover questions not specific to a single product 1 Ihave an ESD chip mag stripe laundry card that I purchased from a location that I no longer visit Can ESD refund or transfer the money on this account Answer No Customer loyalty cards are essentially gift cards and can only be used at the location that they were purchased Furthermore ESD is only the manufacturer of the payment equipment and does not collect or manage money at the laundry If you wish to obtain a refund you may contact the location where the card was purchased and management may at their discretion issue a refund 2 How do I check the balance of my chip or mag stripe laundry card Answer To check the balance on your loyalty card you can insert your loyalty card into any Value Transfer Machine VTM at the place where you purchased that card 3 Ihave a coin operated machine that does not start when payment is accepted OR I have a coin operated machine that starts without inserting coins OR I have a coin operated machine that does not shut off at the end of a wash or dry cycle Can ESD help with these problems Answer No ESD manufacturers the coin slides and coin boxes on your coin operated machine If there is a problem with the functionality of the machine such as a problem with the machine timer you ll have to contact your distr2. How do I add additional machines Answer After the machines and readers are installed insert the Network Registration card into the readers to retrieve their network addresses Next go the Active Account Manager server right click on an empty space select Insert select the machine type and fill out the information 17 How do I pre value money cards Answer On the active Account Manager server select Location on the menu bar and then select Settings A new window should open labeled Location Settings Locate the Card Prevalue section and enter the preferred prevalue amount in the provided space using the keyboard Once finished select Save at the bottom of the Location Settings window 18 How do I manage my attendant s time clocks Answer In the Active Account Manager computer go to Attendants and select View Edit Attendants 19 Why is my Account Manager desktop showing the Store overview instead of the Machines layout Answer This is because the Store Overview button has been selected To set the AM desktop to show the machine icons left click on the Machines Layout button It is located below the Help button at the top of the screen 20 My hard drive disk space is getting full What can I do Answer There are multiple ways to free up disk space on a hard drive Some of the easiest and simplest ways is to delete any old Account Manager ba
3. another through the Netgear Switch Make sure that the Comp A and B internet cables are good and connected Make sure the Netgear Switch has power These instructions are for Account Manager Software version 3 0 x or older How can I make Comp A or B active Answer If your Account Manager software is version 3 0 x or older on the Active PC right click on the Communication App Icon green shaded E in the systray and select Force to Inactive This icon is traditionally located in the lower right hand corner of the screen next to the time Why can t I use the Smart card reader while I m on Comp B Answer The ESD recommended configuration is to have the smartcard reader installed on Comp A If Comp B is active force it to inactive restore the network communication and then access the smartcard reader as you would normally The Smart card reader is connected to Comp A and I am on this computer but why can t I use the Smart card reader Answer The Smartcard reader will not be accessible unless the Active PC is in Management Mode Why are several of my icons and options unavailable and or grayed out Answer The Active PC has been set to Attendant Mode How do I switch from Attendant mode to Management mode on my Active PC Answer Select the icon that resembles a Pad Lock and enter the Management password 10 How can I make the smart card reader work Answer The smart card reader is installed on Comp A Make sure that it
4. use the Account Manager Setup options to change the price and features Be sure to change the setup connected to the onscreen icons to ensure proper accounting The pricing for vending machines is usually only changeable at the machine See the vending machine user s manual for additional information Why does my new reader have an RJ45 connector instead of the 8 pin connector Answer The current ESD daughterboard communication board uses an RJ 45 style connection An adapter harness may be necessary to go from the new reader to the existing system 5 CyberWash Hubs 1 2 How can I find out which port my washers and dryers are connected to Answer Insert an ESD Network Registration card also known as a Ping card Once inserted the hub and port address will be displayed on the reader or machine display How can I tell if the Hub has power Answer Carefully remove the Hub cover and locate the Power light A small LED light will be illuminated on the board above the word Power As long as the outlet is getting power and the power supply is functioning the LED below Power should be lit 3 Why does my new hub have RJ45 connectors instead of the 8 pin connectors Answer The current ESD CyberWash Hub uses RJ 45 style connections 6 CyberWash System Wiring 1 Can the Satellite Hubs be daisy linked to the Primary hub Answer Each Satellite hub must have a single link ran back to the Primary hub using o
5. 1 CyberWash Account Manager 1 Why does the Account Manager background show Inactive PC Answer The ESD CyberWash system is based on a redundant 2 server design One of the 2 servers will always be inactive while the other is active The Account Manager computers are labeled Comp A and Comp B 2 How do I switch from Comp A to Comp B or vice versa Answer Quickly press the Scroll Lock key twice to activate the KVM keyboard mouse and monitor switch which will toggle the screen from one server to the other Most KVM switches also have a manual button located on the switch The buttons are generally labeled 1 and 2 One is usually Comp A and 2 is Comp B 3 4 5 6 7 8 9 Note This will not change the active PC It simply switches which server is sending the image to the monitor and to which server the keyboard and mouse are connected How do I manually synchronize the database Answer If your Account Manager software is version 3 0 x or older double left click on the Sync Manager blue A and red B icon located on the right hand side of the Task bar This is next to the computer clock When the Sync Manager dialog opens up left click on Synchronize Now button If your Account Manager software is version 3 1 x or newer you may need to contact ESD technical support Why am I getting an AM Network Failure message Answer This occurs when the Account Manager computers cannot communicate to one
6. Answer Check the installation instructions for alternative setups If no alternative setup is listed ESD Technical Support should be contacted LLMS is having trouble finding the LLR USB Laundry Logic Card Reader Answer Close LLMS then disconnect the USB connector at the card reader and then re connect it Open LLMS and chose Card View any Card If the problem persists contact ESD Technical Support How can I add additional license numbers to LLMS Answer An update for LLMS will be necessary Contact your ESD sales representative for additional details Can I use LLMS to print out my CSU and VTM audits Answer LLMS has various reporting and auditing options that can be printed See the Laundry Logic User s Manual or the help options in LLMS for additional information Smart VTMs Various 1 4 How do I change the money card purchase price Answer Most VTM setup options can be changed one of two ways All VTMs can be changed by using a VTM setup card which can be changed using the ESD Laundry Logic Management Software Most VTMs can also be changed by using a VTM Visual Setup Card Note The Basic Value Adder Desktop VTM Coded Value Adder Coded Value Adder Plus and Payflex do not have Visual Setup options How can I view and print out the audit information Answer Most VTMs support both a visual and downloadable audit capability LLMS is required for the downloadable option and does allow for
7. F computer can talk to the Active computer but not the inactive computer Check the network connection on the inactive Account Manager computer Why is the Time Clock option grayed out Answer Check to make sure that it is enabled in Program settings Go To Maintenance Site Maintenance and Program Settings 4 CyberWash CSU Readers 1 2 3 4 How do I start the machines if the Account Manager goes down Answer An ESD Smart chip Moneycard can be used as backup Why does my washer or dryer readers display ERR when I swipe my money card Answer An Err message may appear for numerous reasons Ifa card from a different store is swiped the reader will reject based on the license number encoded on the card Try swiping that same card in a VTM at that location If the VTM does not show a balance review the error message as the VTM will display a more detailed message than the reader If the VTM reads the card and shows a balance check the card slide to ensure there is nothing obstructing the card throat There may be coins jammed in the card throat or there may be excessive dust and lint build up If there are no obstructions to the card throat there may be an issue with a power supply Try switching the reader s power supply with another functioning power supply Note This is referring to an immediate ERR message How do I change my washers dryers and vending machines Vend Price Answer For most washers and dryers
8. ash Enhanced MoneyCards are required to handle the point system Can I upgrade my readers to support the Enhanced System Answer The compatibility of the card readers and VTMs can vary based on the age of the reader board and the version model of firmware Can the Enhanced System accept both Legacy and Enhanced money cards Answer The Enhanced system has the capability of accepting legacy MoneyCards However the legacy MoneyCards does not support pricing plans Wash Transfer and Wash Dry Loyalty 6 Laundry Aware System 1 2 I am in the laundry room and washer 1 and 2 are not running but why does the website indicate that they are running Answer Check the internet connection going to the Hub or the wiring from the machine to the Hub in question It s possible that a machine was started while the connection was online but went offline before the completion of the cycle How can I add additional machines when there are no ports available on the Suds Hub 3 Answer Each ESD Suds Hub has the capability of supporting up to 32 machines If all 32 ports are used a second Hub will need to be added to support any additional machine If the current Hub does not have support for 32 machines please contact your ESD sales representative to purchase an upgrade I just started a machine why does the web site not indicate that the machine is running Answer Check the internet connection going to the Hub or the wiring from
9. ckup files or the customer can export the auto backup files to an external hard drive Another is to archive the Account Manager data see How I archive my database 2 CyberWash Touch VTM 1 How do I calibrate the touch screen Answer To calibrate the touch screen it may be necessary to close the Touch VTM application At the desktop quickly double select the option for calibrating the touch screen Follow the on screen instructions Note Depending on the model of touch screen installed the name of the calibration tool may vary 2 3 4 5 6 7 8 What does the A in the green dots mean Answer The A indicates which Account Manager PC is active If the left dot shows the A than Comp A is active and if the right dot shows the A than Comp B is active Why do my VTMs have red dots Answer Two red dots is an indication that the Touch VTM is unable to connect via the network to either of the Account Manager servers Check power going to the network router or switch Why do my VTMs have yellow dots Answer Two yellow dots is an indication that the Touch VTM has limited or no connectivity to the Account Manager servers Attempt to restart both Account Managers servers one at a time Be sure to confirm that the first server is fully back up and capable of running the store before restarting the second server See How can I make Comp A or B active Why do I have one green dot and on
10. e red dot on the VTM display Answer One of the two Account Manager servers is either offline or disconnected Why is there a flashing icon on my Touch VTM display Answer The Touch VTM CardSlide Unit is either disconnected does not have power or is in need of service How can I change the card purchase price Answer In the Account manager right click on the VTM icon and select Setup Once the new setup has been updated and saved write the new setup to a VTM Setup Card Once the new setup has been written to the card insert the setup card into the matching VTM s How can I set the Bonus Award per Bill Answer First find out which Account Manager computer the smart card reader is connected to It is usually Comp A Next make the computer become Active if not already Right click on the VTM icon and go to Setup In the Award Value section set the bonus amount per bill to the values that you desired For example if you want to award 2 for a 20 bill check Accept 20 and type in 22 Note Keep in mind that if the Multi Bill Bonus feature is enabled when a customer inserts 20 1 bills they get 2 bonus 4 5 bills 2 bonus 2 10 bills 2 in consecutive orderly fashion If the Multi Bill Bonus is disabled they can set the bonus amount to any value on any bill type 9 How do I set up prize points Answer In the Active Account Manager computer go to Location and select Prize L
11. en I insert my setup card Answer The inserted setup card is either different than the current setup on the reader or the setup is not compatible with the firmware chip installed in the reader Why does the reader machine display ERR when I insert my setup card Answer There could be several reasons The license on the card does not match the location there is debris in the card throat that is preventing the card from being read the reader is damaged or the setup card is dirty or damaged Can I replace the washer reader with a dryer reader and will it work Answer The compatibility of the card readers can vary based on the age of the reader and the version model of firmware 5 Enhanced CSU Readers 1 2 3 4 5 What does the Enhanced system offer Answer The Enhanced system adds additional marketing capabilities on top of the standard ESD features Contact your local ESD sales representative for more details How does Wash Dry Transfer work Answer Washer readers are configured to award points after each wash The dryers are then configured to redeem points at a preset limit to allow for free dry time Enhanced MoneyCards are required to handle the point system How does Wash Loyalty work Available for CyberWash System Only Answer Washer readers are configured to award points after each wash The same or different washer readers are also configured to redeem points at a preset limit to allow for free w
12. entory Control 3 4 5 6 7 8 Answer Log into the WDF go to Maintenance and use the Item Management screen to add or remove items For detail information please refer to the WDF manual on page 27 Why is my scale displaying ERR 3 Answer The scale got corrupted and it needs to be re calibrated ESD tech can email a step by step instruction on how to re calibrate the scale or the end user can send it in to ESD Step by step instructions can also be found in the User Manual that came with the scale that explains how to recalibrate the scale Why is the printer giving out 1 receipt Answer You can specify the number of merchant and customer receipts to be printed with each type of order using the Site Maintenance feature Why is my pole display blank Answer If the pole display has power and connected to the computer there should be a blue dash on the display If there is no dash check and make sure that the power supply is connected and not damaged If there is a dash then it is not talking to the WDF program Log into the WDF go to Maintenance select Peripheral Management and set the VDF Display to the correct COM port Why is the touch screen not responding but the monitor is working Answer The touch pad cable may not be connected or it is loose If the cable is secured and it still doesn t work re install the driver Why is the WDF displaying Secondary PC Not Found Answer The WD
13. he 0 button on the remote display A manual recalibration of the scale may be necessary if this does not correct the error There are step by step instructions in the User Manual that came with the scale that explains how to re calibrate the scale 3 4 5 Why is the printer giving out 1 receipt Answer The receipt settings under Maintenance Site Maintenance Receipt Settings are set to 1 Why is the touch screen not responding Answer If the touch application is not responding try restarting the computer and check the USB connection to confirm that it s fully plugged in Also try disconnecting and reconnecting the USB cable from the monitor or try restarting the computer and reinstalling the drivers Why is the Time Clock grayed out Answer The option may not be available for the current logged in user Check the user account settings Smart CSU Readers 1 2 3 4 5 How do I change my washers or dryers vend price Answer A new setup with the updated pricing is needed Either a new card can be purchased or LLMS can be used to update the pricing option s Why does the reader machine display ERR when I insert my money cards Answer There could be several reasons The license on the card does not match the location there is debris in the card throat that is preventing the card from being read the reader is damaged or the ESD MoneyCard is dirty or damaged Why does the reader display SERR wh
14. ibutor or the manufacturer of your machine for help 4 Ihave a coin operated machine with ESD equipment on it If there is a problem with the ESD equipment can ESD service the machine or equipment Answer ESD does NOT have personnel that will go into the field to service equipment If you would like your equipment serviced you can call your distributor or a service company for help If you believe your equipment is defective and your purchase is still under warranty you can contact your distributor to initiate a return with ESD 5 Iam interested in purchasing ESD equipment but I don t have an existing relationship or account with ESD How can I place an order Answer At ESD we do not sell direct to customers Please contact your distributor to purchase ESD equipment If you do not have a distributor or you do not know who your distributor is you may contact one of our sales representatives who can help point you in the right direction 6 Does ESD support Windows 10 Answer No Avoid installing Windows 10 on any computer that either has ESD software installed or any computer that is used to manage ESD equipment Our technical support team will not be able to help you with any equipment involving Windows 10 Mag Cyberwash System This section will cover the following product lines Account Manager Touch VTM Mag WDF CSU Readers Hubs Wiring Money cards e e e e
15. is connected and has power If the Smart card reader is a GemPlus GCR 400 410 go into Device Manager disable it and then find it in the Account Manager under Utilities If the reader is an LLR go into Device Manager and set its COM port to anywhere below COMS Next find it in the Account Manager 11 Why can t I manage money cards Answer The computer has to be in the Active Mode If you re in Comp B and its Inactive switch to Comp A Active computer and use the Edit Account Customer utility 12 How do I archive my database Answer On the Active server go to Utility and choose Archive Data and then follow the on screen directions Note ESD recommends no more than a two year history One year is ideal for optimum performance 13 How can I view my archived transactions on the AM Answer In the Account Manager go to System Transactions select Report Generation select General and then select Archive Overview Please keep in mind that this report will only show the totals and no transaction detail activities 14 How can I manage my customer s money cards account Answer In the Active computer go to Customer and select Total Account Controller 15 How do I view my location income Answer In the Account Manager go to System Transactions select Report Generation select Location Income and use the Date Range tool to filter out the time span 16
16. ist Configuration 10 How can my attendants clock in at the VTM Answer In order to clock in at the VTM they are required to use a VTM Access card and their pin number At the VTM insert the VTM Access card with the chip up type in the pin number and select Clock In 11 How can my attendants perform Transaction Viewer on a money card Answer They can use the VTM Access card At the VIM insert the VTM Access card with the chip up type in the pin number and select View Transaction Next swipe the customers money card and their detail transactions will appear 12 How can I add more than 40 to my money cards Answer In the Account manager right click on the VTM icon and select Setup Change the Maximum Account Value to the preferred amount Update and save the new setup Once the new setup has been updated and saved write the new setup to a VTM Setup Card Once the new setup has been written to the card insert the setup card into the matching VTM s Note The maximum value that can be stored on a moneycard is 99 99 3 CyberWash WDF 1 How can I view my archived transactions on the WDF Answer 1 WDF archive cannot be restored Significant changes would have to be made in order to allow this 2 The data is stored in a separate database file which does not contain the information necessary to restore it 3 You can set the archive time to 2 years to disable it 2 How do I add an item to the Inv
17. nly the uplink port 2 The closest available hub to my vending machine is the primary hub can I wire the machine to it Answer The Primary hub can have Satellite hubs VTMs washers dryers and vending machines connected directly 7 CyberWash MagStripe Cards 1 Can a money card be used at my competitors store and vice versa Answer Each ESD MoneyCard has a license encoded on the card A card will only be accepted if it matches the license set at the location 2 Is my account information stored on the money card Answer All account information is stored on Account Manager Servers 3 What can I do if I lose my money card Answer All account information is stored on Account Manager Servers However it is at the Laundromat s discretion as to whether or not a card is replaced The end user may have to purchase a new card Smart Card System This section will cover the following product lines LLMS VTMs Smart WDF Readers Enhanced kS kS o oe kS KS gt KSA 1 2 3 4 5 Laundry Aware Hub readers etc Laundry Logic Management Software LLMS Is Laundry Logic available for Windows 7 Windows 8 Windows 8 1 and Windows 10 Answer ESD has versions of LLMS that are compatible with Windows 7 Windows 8 and Windows 8 1 Contact your ESD sales representative for additional details My LLMS does not have the setup index for my reader what can I do
18. the machine to the Hub in question Also be sure that your viewing the matching room on the website and that the room in question has been properly configured to match E V O S Wired System This section will cover the following product lines o ee E V O S Hub E V O S Readers E V O S Wiring E V O S Layout E V O S Requirements 1 E V O S Hub 1 How many machines can be connected to one Hub Answer The total of machines that can be connected to one hub varies based on the layout of the location 2 E V O S Readers 1 2 Can I keep coin on each washer and dryer and still add the E V O S system Answer The E V O S wired card system allows you the flexibility of using ESD SmartCard with credit coin with credit card and in some cases ESD SmartCard coin and credit Do the washers and dryers need to be modified to add the E V O S system Answer The washers and dryers may need to be modified to keep coin as a payment system 3 E V O S Wiring 1 How does each machine connect back to the E V O S Hub Answer ESD uses a daisy chain style network 4 E V O S Requirements 1 What types of requirements are needed before the installation can begin Answer A detailed layout of the location model s of each machine type and the availability of a broadband connection
19. viewing and printing of audits 5 What is error S7 Answer S7 signifies that the Maximum Revalue limit has been reached If this feature was intentionally set up on the VTM to limit the income per collection perform the audit to reset the Audit Interval Counter If not then use a Visual Setup card to change the Maximum Revalue setting in the VTM from Yes to No Or using a programmed VTM setup card you can create a VTM setup in LLMS with the Maximum Revalue parameter unchecked in the VTM setup form 6 How can I add more than 40 to my money cards Answer Use LLMS to change the setup card or use a visual setup card to change the maximum card value However the maximum value that can be put on a moneycard is 99 99 7 How does the Coded Value Adder work Answer The Coded Value Adder is a standalone unit configured to accept specialized codes to add value 8 I was thinking of adding a card system but I don t want to spend too much money Does ESD have any no frills options Answer ESD offers a wide variety of VTMs to fit any need from smaller 5 machine locations to 200 machines locations and higher Smart WDF 1 How do I add an item to the Inventory Control Answer Go to Maintenance Item Management select a category and then choose the Add new item option 2 Why is my scale displaying ERR 3 Answer ERR 3 indicates an Initial Zero Error Power the scale down and then once powered back up press t
Download Pdf Manuals
Related Search