Teller/Help Desk Guide
Contents
1. 13 DPS amp DPS KEYPAD DISPLAY Display contrast adjust cd gt atei _ _ _ _ _ s mt es DISPLAY CONTRAST ADJUSTMENT PRINTER FUNCTIONS PRESS 9X THE 90 DIAGNOSTICS 91 SELF TESI 99 OVERRIDES 900 PARAME 94 ADJUSTMENT VALUES SPECIFIC F aes TOP 14 LEFT 03 MRGN EJECT 10 CONFG OO GATE TO CHANGE RIBBON CARTRIDGE __ 1 PRESS BOTH A amp B KEYS TO MOVE PRINTHE 2 PULL LIFT RING ON RIGHT SIDE OF PRINTER __ 3 PUSH DOWN TABS ON EACH SIDE OF PRINT imar anim Dill I Figure 1 Figure 2 Keypad Operation EJECT ejects an inserted document Should a document remain partially in the printer press eject again to fully eject paper If CLEAR EJECT JAM is displayed press the CLEAR key and EJECT again TA moves a document in with each depression If held depressed the document will slowly move into the printer This key will also scroll forward through settings for a configuration parameter pg 4 JB moves a document out with each depression If held depressed the document will slowly move out of the printer This key will also scroll backward through settings for a configuration parameter pg 4 FUNCT If no digits have been entered FUNCT will override automatic alignment for one document CLEAR erases any previously keyed digits before they are transmitted to the host by the FUNCT or ENTER keys ENTER transmits previous2. CT again One of the sensors may have not detected the document At power up or when all document sensors do not uncover CLEAR EJECT JAM will be displayed Assure no document is covering the sensors and the sensors are clean Turn power off open the cabinet and raise the lifter ring see page 11 before manually removing a jammed document If no document is in the printer the condition may be cleared by pressing the ENTER key while powering the printer on If the condition will not clear there may be a sensor failure Initiate a service call Narrow Document Not an error message When documents less than 2 4 wide are inserted and the middle sensor does not see a document NARROW DOCUMENT is displayed and the operator can press ENTER to proceed or EJECT to abort 15 PRINTER TESTS amp DEMOS The following tests provide powerful tools to ascertain the operational status of the printer When instructed to insert paper DP8 gt 6 x 11 DP9 gt 8 5 x 11 900 Function Print Function 92 amp Function 93 Settings This test is used to compare printer and communication parameter configuration between printers or against the customer s standard settings It exercises almost all of the printer mechanism and electronics without requiring communication with the host system If it prints correctly reported problems are likely to involve incorrectly set parameters or the printer to host system interface Insert pap
3. DPS amp DPS SUPPORT DESK GUIDE 73860 AIRPORT HIGHWAY TEL 856 488 0700 PENNSAUKEN NJ 08109 FAX 856 488 0925 WWVWV CRADEN COM E MAIL TECHSUPPOR T CRADEN COM DPS amp DPS SUPPORT DESK GUIDE This document has been compiled from Craden s database of technical support calls and printer repairs It is intended to assist the Support Desk and light technical support in getting a printer back on line quickly Most of this information describes issues that can be remedied on site to reduce downtime taxing of technical resources and cost of factory service Other items identify the problem source and get to the repair here or return for service decision swiftly Please contact Craden by any method on the cover to request clarification or suggest improvements Up to the minute service bulletins can viewed online http www craden com bulletin htm Table of Contents Printer Diagram 2 Communications Communication with System 3 Configuration 4 Printing Ribbon Replacement 5 Remove or Replace Ribbon Shield 6 Test Printing 8 Print Quality Issues 9 Document Feed Eject or Jamming 10 Clear a Document Jam 11 Printer Specifics sensors 12 Keypad or Display 14 Error Conditions amp Messages 15 Printer Tests and Demos 16 Diagnostic Flowchart 18 1999 2011 Craden Peripherals Corporation All rights reserved This document or any part thereof may not be reproduced in any form without written consent from Craden Perip
4. UAL PORT Y vo _ o wee a ene TI cen e mene _ CES omnes ___ e a oe akio eee PIN TEST 128 44588 a anmas a o ee es a eS n n see ene eal mess ceea ce se cont ARANA e caer PRINT QUALITY Print quality is affected by many factors The most common issues appear in the table below Print not dark enough on receipts or multipart forms Streaking or smearing over printed lines Large gaps in printing or sporadic light print occurs A row of dots is missing Print is darker on one side than on the other Ribbon getting tangled in printer Documents being torn Ribbon needs replacement Ribbon installed incorrectly Increase print darkness setting Ribbon installed incorrectly Ribbon shield is missing damaged Ribbon is near end of life Ribbon has too much ink Generic ribbon installed Ribbon fabric is folded or twisted Ribbon installed incorrectly Generic ribbon installed Printhead or printing circuit is defective unusual Racked carriage shaft or misadjusted shaft cam Ribbon installed incorrectly Ribbon shield is damaged Generic ribbon installed Ribbon shield is damaged Replace ribbon cartridge See page 5 for ribbon installation See DARKNESS service parameters on page 4 See page 5 for ribbon installation Replace ribbon shield pg 6 Replace ribbon cartridge Replace with Craden ribbon Replace ribbon cartridge See pag
5. e 5 for ribbon installation Replace with Craden ribbon If unusable initiate a service call If unusable initiate a service call See page 5 for ribbon installation Replace ribbon shield pg 6 Replace with Craden ribbon Replace ribbon shield pg 6 DOCUMENT INSERTION Document edge guide anno i Insert a passbook or other document by placing the left edge of the document against the edge guide and gently move it into the printer Release the document when the feed rollers begin to feed it into the printer The printer will straighten the document automatic alignment before printing if necessary To override the automatic alignment for a single transaction press the FUNCT key before inserting the document The display will read IGNORE SKEW To disable automatic alignment set the Printer Parameter SKEW DETECTION to IGNORE pg 4 DOCUMENT JAM CAUSES Document is often skewed Replace ribbon shield pg 6 turned in the printer Printed documents are ripped Ribbon shield is missing or damaged Document is crumpled Use new document creased or edges are curled Printed documents Run self test pg 8 to see ifa torn shredded print pin is damaged If so initiate a service call 10 CLEARING A DOCUMENT JAM Lifter ring moved down to raise the carriage With printer power off the cabinet open and the lifter ring down manually rotate the rollers to assist in clearing the document jam Pull the pap
6. ep through the parameters Use the A and B keys to change a parameter but first you may have to unlock the keypad with the 9 9 FUNCT PRINTER PARAMETERS 9 2 FUNCT LINES INCH 5 OR 6 CHARS INCH 10 12 17 PRINT Draft Normal or CQ QUIET MODE Yes or No DOCUMENT INSERT Top edge or bottom edge DOCUMENT INSERT With 0 1 or 2 sec pause or with TA key BEGIN PRINTING Immediately or after ENTER key LINE 1 XXX 250 SKEW DETECTION Correct skew detect skew or ignore SKEW DETECTION ALLOWED 030 050 080 110 or 130 IF FORM SKEWED Enter eject or automatic eject COMMUNICATION OVERRIDE PARAMETERS PARAMETERS 9 3 FUNCT 9 9 FUNCT INTERFACE LOCKED or PROTOCOL UNLOCKED DTR XON XOFF PARALLEL COVER OVERRIDE Off or On BAUD RATE 1200 to 38400 9600 WORD LENGTH 70r8 PARITY Even odd or none STOP BITS 10r2 INPUT BUFFER Single line or Multiple Lines EMULATION MODE C EF4600 EFP95 EF4565 AUTO CARRIAGE RETURN ON FEED Yes or No INTERFACE DUAL PORT DP9 Yes or No SERVICE PARAMETERS 9 4 FUNCT TOP OFFSET LEFT OFFSET LEFT MARGIN CAR ALIGN FORWARD COMPENSATION REVERSE COMPENSATION EJECT HOLD OFFSET CONFIGURATION GATE OFFSET NORMAL DARKNESS CQ DARKNESS EDGE SENSOR DPS amp DPS RIBBON REPLACEMENT see the video at www craden com ribbonchg wmv Push in on cabinet latches ua o SA Rotate cab
7. er into the printer Press the 9 0 0 FUNCT The printer will print the firmware part number revision printer configuration index both the printer and communications parameter names and current settings and a printwire test A sample of the 900 printout appears on page 8 90 Function Electronic Diagnostics These tests check firmware RAM and sensor operation Electronic diagnostics may be executed by pressing 9 0 then FUNCT The following messages will be displayed PROM REVISION XX ROM TEST OK RAM TEST OK After the RAM test SENSORS will be displayed Details on the sensor test can be found on the sensors page above Press TA key to conclude this test 95 Function Local Printing In addition to Self Test Function 900 one can print several variable length lines without host commands Proceed as follows 1 Insert a form manually or automatically and then press 9 5 FUNCT 2 In response to CHAR LENGTH 30 key in a two digit number of characters per line and then press ENTER Insure that printing will not occur across a fold or document edge 3 In response to LINE COUNT 01 key in a 2 digit number of lines 4 Each time ENTER is pressed that number of lines will be printed 5 Press EJECT to eject the document and CLEAR to clear the display 97 Function Horizontal Passbook Demo No data entry is required but the printer MUST be in EMULATION MODE C and AUTO CARRIAGE RETURN Y 9 3 FUNCT Parameters see pg 4 In
8. er out of the printer maintaining the document at a low angle Assure any small scraps of paper are cleared from the printer If the document top edge is accessible from the back of the printer it may be easier to pull it out through the back Again assure any small scraps of paper are cleared from the printer Do not pull a jammed document up and out of the printer This could bend the input guide and affect sensor operation 11 SENSORS To test all sensors press 9 0 FUNCT on the keypad The printer will cycle through diagnostics and then display SENSORS and a combination of the letters LFBMRCE L is the carriage left home sensor F and B are the front and back document sensors M and R are the middle and right skew sensors C is the cabinet open sensor and E is the document edge sensor If no document is in the printer and the carriage is at left home FBMR should be displayed Placing an Opaque object in any document or form sensor s light path should remove the corresponding sensor letter from the display Moving the carriage to the right should turn on L and E Press the TA key to return to READY status Rollers run continuously before a Front sensor light path is blocked Clear front sensor light path of document is inserted and no F by paper paper dust or a bent paper scraps or blow sensor area on display during 90 FUNCT input guide A sensor may be bent with compressed air out of position Rollers run continuous
9. es are displayed when unexpected events occur Cover Open If the printer cabinet is opened cover open is displayed and printing is disabled Printing will resume 3 seconds after the cover is closed Page Overflow If the printer is commanded to move past the last printable line on a document it will eject the document and display PAGE OVERFLOW INSERT NEXT PAGE Printing will resume when another document is inserted Carriage Fault This message will be displayed if the carriage could not move to the left margin and is probably caused by a jammed ribbon cartridge a dirty gap wheel or a left home sensor that is not working Check if the ribbon is installed properly and the cartridge knob can be rotated to advance the ribbon Initiate a service call if the condition persists Document Jam see page 10 In the event that a document becomes jammed in the printer printing will stop and DOCUMENT JAM will be displayed Turn the printer off Clear the jam by opening the cabinet raising the carriage with the carriage lifter ring and then turning the rollers by hand to clear the document When pulling the document out of the printer pull straight out Do not pull up and out as there is the possibility of moving or damaging a document sensor Be sure to remove all bits of paper as they can block sensor operation Clear Eject Jam If CLEAR EJECT JAM is displayed and a document is in the printer press the CLEAR key and EJE
10. herals Corporation PRINTER DIAGRAM Display Contrast Adiust Configuration Label Printhead a Carriage I Lifter Ring i Roller Input Tray COMMUNICATIONS Cable Attachment Secondary Serial Port ___ GRADE moos omm arly ee te F T T TYTyTorov vm y rm Power Switch Power Cord Communications Configuration DP8 amp DP9 Communication Parameters Windows XP Printer Settings Press 9 3 FUNCT on the Keypad Start gt Control Panel gt Printers amp Faxes gt Craden Default settings Printer gt Properties gt Ports Tab gt Configure Port Button Protocol DTR Flow Control Hardware Baud Rate 9600 Bits per second 9600 Word Length 8 Data Bits 8 Input Buffer Multiple Lines Emulation Mode I OO Auto Carriage Return on Line Feed Y gt Z o gt a Dual Port Y CONFIGURATION All Craden printers in a system usually have the printer communication and override parameters set alike When in doubt compare printer and communication parameters with a known working printer The service parameters are unique to each individual printer and the factory set values can be found on the configuration label under the cabinet behind the display pg 2 Check with the system administrator before changing service parameters For more information refer to an operator s or technical manual To display parameters press 9 X FUNCT on the printer keypad then press ENTER to st
11. inet up and back Rotate lift ring forward to lift Push ribbon guide plate tabs and lock carriage down RUBBER WHEEL RIBBON Lh gO RIBBON TABS SHIELD Slip the new ribbon over and Rotate cartridge into place and snap in Rotate cartridge down and out of behind guide plate tabs Rotate cartridge drive gear clockwise to the printer align and take up ribbon slack Push shield up Lower carriage into operating position Close cabinet Note Generic Ribbons May Cause Problems Our experience has found many generic ribbons cause printer malfunctions Generic ribbons may stick to the ribbon guide mechanism and drag on the ribbon shield causing ribbon advance issues poor print quality smearing carriage stalls and printhead failure Ribbons must have a specific fabric and ink combination to run properly The ink is matched to the thin printwires and is applied to the ribbon in a specific amount that will not foul the printwires with ink Generic inks may contain solid particles that cause excessive printwire wear Generic fabrics may shred and cause a buildup of lint on the printhead Printhead deterioration or failure caused by improperly fabricated generic ribbons is not covered by warranty This close up shows how the ribbon is routed in step 5 above over the tabs on the ribbon guide plate If the ribbon is routed below the tabs printing problems will occur RIBBON SHIELD REMOVAL REINSTALLATION Watch the
12. ly after a Back sensor light path is blocked Clear back sensor light path of document is ejected and no B by paper paper dust or a bent paper scraps or blow sensor area on display during 90 FUNCT input guide Sensor may be bent with compressed air out of position Carriage drives into the left side of 94 FUNCT parameters are Check 94 FUNCT parameters the printer incorrect against label under the cabinet Disconnected sensor cable behind to the alphanumeric display Defective left home sensor Reinsert sensor cable Replace multi sensor PCB Display reads Cover Open even Cover sensor cannot see Override cover sensor using 99 when cabinet is closed reflective dot on inside of cabinet FUNCT pg 4 or replace reflective foil dot L Left Home Sensor synchronizes carriage motion MultiSensor F B M A Cable Ez Front Back Middle ar Sensor Sensor Sensor ay Must be seated in Senses Senses Detects Detects connector document document skew skew properly insertion top edge 12 SENSORS CONT D C Cover sensor Senses when the cabinet is opened A 7 reflective dot is attached to inside back of cabinet that actuates this sensor Cabinet removed for clarity Torn piece of paper P a A remnant of a document stuck under a sensor can cause an unnecessary repair trip for this printer The rollers run and the display reads CLEAR EJECT JAM
13. ly keyed digits to the host system All responses are host defined This key also initiates document printing if the printer is configured to delay printing until the ENTER key is pressed See Printer Parameters on pg 4 0 to 9 enter digits to be transmitted to the host by the FUNCT or ENTER keys Key depressions appear on the lower display line To Lock Unlock Keypad On the keypad press 9 9 FUNCT to enter the Override Parameters menu Press the TA key to lock and unlock the keypad Press the ENTER key twice to return to READY status Light Operation DP9 printers have lamps to identify dual port activity that are utilized when the Communication Parameter INTERFACE DUAL PORT is set to Yes see pg 4 The lamp labeled A indicates the port closest to the printer s left side is active and the lamp labeled B indicates the port closest to the printer s right side is active When no green lights are lit and READY is displayed the printer is waiting for a communication from the teller system If one of the green lights is on and there is no paper in the printer there is more print pending Insert paper even if the teller screen is not prompting you and the printer will finish printing Display Operation There is a contrast knob inside the cabinet to the left of the ribbon instruction configuration label that may be adjusted for maximum legibility depending on the viewing angle see figure 2 14 ERROR MESSAGES Error messag
14. or passbook Is the printed output too light Ribbon correctly installed Ribbon worn out pg 5 Remove ribbon check for jammed cartridge Ribbon shield installed correctly pg 6 Quiet mode set to Y Darkness set too low pg 4 Does the ribbon knob turn as carriage moves Ribbon guide plate pushed up completely pg 6 Do the rollers run continuously even when paper is not in the printer Yes Paper dust or debris inside printer pg 13 Blow out debris with compressed air Multisensor cable seated correctly pg 13 Is the printed output spaced correctly Yes e Characters per inch setting OK see printer parameter LINES INCH pg 4 e Check all service parameters pg 4 Does the printer communicate with the system when you send a transaction e Check interface cable mounting pg 3 e Communication parameters match host system pg 3 18
15. paper inserts square to the edge guide and the rollers press ENTER If the paper inserts skewed press EJECT and reinsert see the video at www craden com skewsensor wmv 17 DIAGNOSTIC FLOWCHART Use this flow chart to assist in troubleshooting Power switch is ON Power cord plugged in both ends Is the display on the printer blank Contrast knob adjusted pg 14 Power outlet is live Do the keys on the keypad work See page 13 for functions and exercise keys e Is the keypad locked pg 14 Will the printer take a document when it is placed into the machine Yes e Press EJECT amp CLEAR and try again e Insert paper press TA key see printer parameter DOCUMENT INSERT pg 4 e Check sensors pg 12 Does the carriage move when printer should be printing Open cabinet and override cover open sensor using 99 FUNCT pg 4 Carriage Fault on display Foam packing removed Insert paper press TA key see printer parameter BEGIN PRINTING pg 4 Ribbon correctly installed pg 5 Ribbon shield installed correctly pg 6 Remove ribbon check for jammed cartridge No Check that ribbon knob turns as carriage moves Does the printer print Insert paper and press 900 FUNCT on the Yes keypad pg 15 Is the printed output smearing Ribbon correctly installed Ribbon worn out pg 5 Ribbon shield installed correctly pg 6 Document too thick Printing in non printable area of a document
16. ribbon shield There is a breech in the six sided opening This ribbon shield will streak and tear documents Damaged ribbon shield One side of the six sided opening is missing This ribbon shield will streak and tear every document and may scratch the platen The angle between the face and base back of the ribbon shield must be perpendicular Ribbon shields are made of thin stainless steel and if bent can cause poor print quality or snag the ribbon fabric PRINTER SELF TEST To test the printer s ability to print and feed a document insert a piece of paper into the printer and press 9 0 0 FUNCT on the printer keypad The printer should print information about the printer s set up and a test of the printhead s 24 print wires pg 16 as in the image below If the printer is not operating correctly this information may assist you in solving a configuration problem MODEL DPS FIRMWARE 29037 PROM REV 92 FUNCTION LINES ZINCH CHARS INCH PRINT NORMAL QUIET MODE N 6 EG CONFIGURATION 00 10 DOCUMENT INSERT DOCUMENT INSERT BEGIN PRINTING BEGIN PRINTING SKEW DETECTION SKEW DETECTION IF FORM SKEWED 93 FUNCTION PROTOCOL DTR BAUD RATE 96500 WORD LENGTH PARITY NONE SIOP BITS 1 INPUT BUFFER EMULATION MODE AUTO CARRIAGE INTERFACE 8 TOP EDGE WITH O SEC PAUSE IMMEDIATELY LINE 1 250 IN CORRECT SKEW ALLOWED 050 ENTERZEJECT KEYS MULTIPLE LINES C RETURN ON FEED Y D
17. sert a horizontal fold passbook at least 5 wide and between 6 1 2 and 7 1 2 high when open Then press 9 7 FUNCT Using a vertical fold book or a smaller horizontal fold book will print off copy and may damage the printhead 16 915 Function Printwire Print Test This test determines the condition of the printhead and associated cables and drive electronics Insert a 3 x 5 minimum single sheet of paper or multi part form press 9 1 5 FUNCT The document will feed and print four lines that look like the following 123456789111111111122222 PIN TEST 012345678901234 This printout consists of numbers from 1 to 24 and a line above and below each number The lines above and below each number are printed by that corresponding pin Any missing lines indicate a missing broken bent intermittent printwire If all lines are present the printhead associated mechanical devices and electrical circuits are functioning properly 942 Function Buffer Print Dump This test is used by software and hardware engineers to determine exactly what commands were sent to the printer by the host system Immediately after a transaction insert paper and press 942 FUNCT on the keypad The buffer contents will print Even small transactions can result in multiple page printouts of printable data and control character information 946 Function Skew Calibration This test calibrates the skew sensors Press 9 4 6 FUNCT and insert known square paper If the
18. video at www craden com ribbonshield wmv rew org Carriage iat Shaft Lift the carriage shaft with one hand and pull the shield down and out to the right with the other lifter ring out and down to raise the carriage Remove the ribbon cartridge Carriage Ribbon Guide Plate Shield Tips Tabs Pull the ribbon guide plate tabs toward you Rotate the shield until it is centered on Insert the new shield tips into the gap the carriage Do not let the shield tips between the ribbon guide plate and the slip behind the carriage carriage Push the shield up until it stops o Install the ribbon cartridge and Move the Carrlage lifter ring Up and In to lower lower the carriage the carriage Close the cabinet turn the printer on and do a test print or transaction Ribbon Shield Face Inspection A high percentage of printers sent to Craden for repair have a ribbon shield that has reached end of life and is the primary cause of the printer s problem Document jams damaged documents streaking poor print quality and document skewing can often be alleviated by replacing ribbon shields after four to five ripbon replacements Below is a guide to assist in ribbon shield inspection New ribbon shield Face is smooth no defects Ribbon shield at end of life Face is scored There is no visible damage to the six sided opening but a breech is imminent This shield may begin to snag documents Damaged
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