Troubleshooting Category

Table of Contents

  1. Contents of Troubleshooting

Troubleshooting

Techniques for finding and resolving problems.

Activa is playing a video about a conveyor

Symptom

The Activa tells the customer to wait for the conveyor to move their vehicle through the wash.

Problem

An inappropriate escrow video has been selected.

Solution

The Activa is now ready to sell car washes again.
Adam Fanello

Activa not offering wash code upsells.

An upsell, also called upgrade, is when the customer is offered to upgrade to a higher end wash after they have entered a wash code for a lower end wash. Several conditions must be met for the Activa to present the wash package upgrade screen:
  1. Wash packages are priced from low to high. (Package #1 is the cheapest wash.)
  2. Cash and/or credit card handling is enabled.
  3. Upgrade option is enabled. (Software Settings screen, Options tab.)
  4. The wash code used has identical arming bits to one of the wash packages in the Activa.
  5. The wash code package is not the highest one.
Adam Fanello

Bill Acceptor troubleshooting

The Activa uses the A6 Series bill acceptor from International Currency Technologies (ICT).

Documentation is attached.

For dip switches under front panel of the acceptor must be set to ON OFF OFF OFF.

Dip switches on the side of the acceptor must all be set OFF.
Adam Fanello

Bill Dispenser Maintenance

The Bill Dispensers must have routine maintenance to avoid continuous jams and to speed up the process of switching dispensers. The sensors, belts, and rollers get dirty fast and require cleaning at least once a month. Failure to perform this regular maintenance will void the warranty on the bill dispensers.

Here is what is needed for the cleaning process and what needs to be cleaned:
  1. Q Tips (lint free is a MUST)
  2. Rubbing Alcohol (DO NOT use anything else)

The dispensers will need to be removed from the dispenser tray and the technician will need to remove front cover to access the sensors. Using the Q Tip soaked in the Rubbing Alcohol, wipe all sensors. Using the dry end of the Q-Tip, wipe any access rubbing alcohol from sensors. Visually inspect for any remaining lint or dirt. Repeat as necessary.

The bands and rollers will also need to be cleaned with rubbing alcohol. A lint free rag can be used for the initial cleaning (to remove dirt, lint, and ink that comes from the dollar bills). Q tip and rubbing alcohol will be used for final cleaning of the rollers and bands.

This process will all but eliminate continuous jams and sensor errors, thus eliminate the need to replace the bill dispensers.

Installation Manual

Attached below.
Adam Fanello

Card button is missing

Overview

There are two common reasons for the Card button to be missing from payment selections screens.
  1. The card reader has been disabled in the application.
  2. The card reader driver is on the wrong COM port.

Note: Intelio Technologies prohibits the capture of sensitive authentication data for debugging or troubleshooting purposes. See PA-PCI Implementation Guide for details.

Enable the Card Reader

Set the Card Reader Driver COM Port

This procedure is difficult to perform without a mouse.
Adam Fanello

Card Reader troubleshooting

The Activa uses the MSR280 card reader.  Specifications are attached.

Note: Intelio Technologies prohibits the capture of sensitive authentication data for debugging or troubleshooting purposes. See PA-PCI Implementation Guide for details.
Adam Fanello

Coin Acceptor Troubleshooting

For reference there are three coin acceptor switch settings:

The positions for each switch are identified on the moulded plastic housing.

Reject button can get stuck.   Take button out and smooth edges of metal hole.    Possibly bend top and bottom flanges around hole up to increase margins.   Wd-40 has been used successfully.


It’s reported that tightening bezel of coin acceptor can cause errors.   Apparently the metal plate can be warped and tightening it down makes it worse.   Loosen the bezel to minimize distortion.

 

If the above does not correct the problem, file the inner opening edges of metal sleeve.  Also, loosen the mounting screws of the Acceptor to a snug, but "Not" tight setting.


Coin Dispenser Troubleshooting

Dip settings:    All four dip switches on the bottom of the hopper should be set to “on”.   This selects ICT protocol using the RS-232 interface.

 

 

 

The turret wheel can be removed to look for jams.   Remove the hopper by pressing down on the tab at the back of the unit and slide the plastic hopper forward, and lift off.    The turret wheel lifts out.   There is tapered pin through the motor shaft that is free floating and is only held in place when the turret is on.   It will fall out and get lost if you are not careful.    To replace, just slide the pin into the motor shaft, center it, and drop the turret back over the shaft.  It has a slight taper so it only goes in one way.

 

 

 

Also for jammed conditions, there is what looks like a screw adjustment recessed at the rear of the unit.   This is an extension of the motor shaft, and if a coin is jammed you can rotate this shaft clockwise with a blade screwdriver until the coin is ejected.

 

 

 

As a double check, the turret should be part number A25140 for US and Canadian coins.   There is an additional coin size setting that is accessible through a cover plate at the front of the dispenser…two tabs hold it down.    You will see a metal serrated lever that is held in place by bumps in the plastic housing.    The US adjustment is correct when the lever has been moved three bump positions smaller than the widest setting.   Lift the metal lever up and move it to the new position if necessary…it does not slide from position to position.

 

 

 

 

Custom TG02 printer printing gibberish / wrong baud rate

The Custom TG02 printer can be configured by powering it on while holding both the FEED and REPORT buttons. To do this, login to the Activa, and touch Diagnostics and then Sensors/Relays. Then touch the Outputs/Relays tab. Touch the 12V Printer button to turn the power off. Press and hold the FEED and REPORT buttons and the printer, touch the 12V Printer power button on the screen to power it back on, and then release the printer buttons. You will now be in configuration mode.

It will print a report of current settings. Press FEED to advance through each parameter, and press the REPORT button to change the value of the current parameter. The printer provides feedback to you by printing on the paper. In the end, it prints a final report of the parameters. You must move quickly, as after several seconds of inactivity the printer exits configuration mode and goes back into operation.

The target parameters are:
Baud rate = 38400 bps
Data Length = 8 bit/char
Parity = None
Handshake = xon/xoff
Paper jam sensor= Enabled
speed current = High
Print density = Normal

The most common issue is that everything is correct except baud rate is at 9600 baud. Upon putting the printer in configuration mode, press FEED once (advances to the baud rate parameter), and then press REPORT twice (selects 19200 and then 38400). Press FEED six more times to get the final report.

The attached PDF shows the resulting printout from following this guide. (Strips of paper are laid out left-to-right on the scanned page.)
Adam Fanello

Fujitsu Printer is printing out long streams of paper

First check the printer properties
Start -> Control Panel -> Printers and Faxes
Right click on FTP627(384pixels) and select Properties
Click the ports tab
Highlight COM4 and click on Configure Port...
Port settings should be as follows:
Bits per second: 19200
Data bits: 8
Parity: none
Stop bits: 1
Flow Control: Xon / Xoff

If changing these settings does not solve the problem, then you must reinstall the printer driver. This seems to fix the problem.  After reinstallation, you must set the cut properties of the printer.

Go to: systems.intelio.com/tools/Activa/drivers/printers
Download (and save to C:\Shared) FTP-driver.zip
Extract the zip file

click the microsoft link, and save to disk at C:\WINDOWS\i386 (as type all files)
STDNAMES.GPD
UNIDRV.DLL
UNIDRV.HLP
unidrvui.dll
unires.dll

Start -> Control Panel -> Printers and Faxes
Right click the printer in question -> Properties
On the Advanced tab, click New Driver...
Click through the wizard, selecting C:\Shared\6x7V100\FTP627\FTP.INF as the driver file
If a prompt comes up for any files (such as UNIDRV.DLL), select C:\WINDOWS\i386 as its location
When finished, close all windows.

Now, to set the cut properties:
Start -> Control Panel -> Printers and Faxes
Right click the printer in question -> Properties
On the General tab, click Printing Preferences...
Click the Advanced... button
Expand Document Options -> Expand Printer Features.
Set Paper cut: to Document cut
Set Cutting method: to Partial cut
Click OK thrice.
Done

How to adjust Activa display brightness and contrast

  1. Exit the application, to the O/S.
  2. Right click on the Intel Extreme Graphics icon on the task bar. (Blue trapezoid on the far right.)
  3. Click on Graphics Properties.
  4. Click on the Color Correction tab.
  5. Adjust the settings as desired, clicking the Apply button to see the result.
  6. Click OK when done.
Adam Fanello

Panel PC Not Responding to Touch

If you take a call about the Panel PC not responding to touch, please follow these guidelines:

  1. Verify with tech on site.  VNC in and watch the person physical try and command the touch.
  2. Reboot the Panel PC. If this does resolve the problem, continue to the next step...
  3. Exit or kill the the Activa and Boot applications.
  4. Double-click the Touch Kit icon on the desktop.
  5. Have the tech conduct a draw test first to determine how the calibration is. Click the Quit button to exit.
  6. Click the Hardware tab and then the Hardware Settings button.
  7. Click the Reset all of the control parameters to factory default button. This will take several seconds to complete.
  8. Click the Tools tab and then the Clear and Calibrate button.  This will automatically take you to the 4 point calibration.
  9. Have the tech follow the calibration instructions.  Once the 4 point is complete, have tech do a draw test.
  10. If the lines look good, close Touch Kit and double-click the CbxBoot icon on the desktop. Have the tech try to enter a wash code (make one up) to test.
  11. If still having trouble, go back into the Touch Kit and perform the 25 point calibration as well.
If none of the above resolves the problem, order a Panel PC following RMA protocol.
Ron Salvato

Repair or Restore Activa Database

Sometimes the Activa database goes bad and the Activa will no long start up.

You can detect this problem in the logs in C:\EventLog. The boot log will likely be very large and show repeated:
Failed to open database connection. Will attempt to reconnect.
OpenDBConnection(): Exception - Cannot open database requested in login 'Coinbox'. Login fails
If there's a main Activa log at all, it'll just have the startup file version listings quickly followed by:
FATAL App: EXCEPTION: SenderClass:NULL Addr:005454D2 Module:(null) Line #:0 <Cannot open database requested in login 'Coinbox'. Login fails>
There are six ways by which you can try to fix this. You may wish to try them in the order presented here until one works.

Repair Database:

First thing to try is to simply repair the database. There's a button for this on the CbxBoot display, unfortunately the buttons aren't available when it's failing.
  1. Close or kill Activa.exe.
  2. Close or kill CbxBoot.exe
  3. Press the Start menu and click on Run.... Enter (including quotes): "C:\Program Files\Ryko\Activa\CbxBoot.exe" /menu
  4. Click the Repair Database button.
  5. Click the START button to launch the main app.
If you are unable to get to the buttons, or it still fails, move on to the next solution.

Restore Database:

If could get to the CbxBoot menu above, but repair didn't work, you can follow the same steps but press the Restore Database button instead or repair.  This occasionally even works. Despite the low success rate, it is easy to try.

Restore Local Backup:

The Activa makes a backup copy of the database upon reboot, which usually happens each morning at 2:30 AM. Restoration of this backup is manual, but not difficult.
  1. Close or kill Activa.exe.
  2. Close or kill CbxBoot.exe
  3. Open Windows Explorer. (AKA: My Computer.)
  4. Navigate to C:\Intelio\backup and double-click on Database.zip, which will open it in a new window. (You may wish to note the date on the backup.)
  5. Navigate to C:\Program File\Ryko\Activa\Data.
  6. Double-click on DetachDB.bat. (You may prefer to right-click and then left-click on Open on the menu, as the program runs quickly and you may not see the window quickly flash on the screen with a remote connection.)
  7. Navigate to C:\Program Files\Ryko\SQL DataBases.  Delete or move the two Coinbox* files in that directory. (If the directory is empty already - you probably tried to do a Restore Database...)
  8. Copy the two files from the Database.zip window into the SQL DataBases directory.
  9. Close the windows.
  10. Double-click CbxBoot on the desktop.

Restore Server Backup:

If the database was already bad when the last local backup was made, restoring it won't help. An Intelio server pulls the local backup to the server every couple of days, and you can find it on the SOC in the Files tab. Look for the file name dna/teller###/Database.zip.  If this backup is older than the local one, it may work when the local copy doesn't. The trick is getting it back to the Activa.
  1. Download the Database.zip backup file from the SOC.
  2. Upload the Database.zip file to the Activa. (Windows file share or scp, such as scp Database.zip administrator@<ip address>:/cygdrive/d/  will put it on the D drive.)
  3. Now just follow the same direction as Restore Local Backup above, but using the file you uploaded.

Restore Default Database:

If no backup will restore, then all you can do is restore the default database and reconfigure everything.
  1. Open Internet Explorer on the Activa.
  2. Go to the Intelio Software Repository. (http://repository/repo/) - you should know the login & password.
  3. Click on the Activa folder.
  4. Download the file DefaultDatabase_v2.x.x.x.zip. It's okay if the version is a bit older than what is running on the Activa; it'll auto-update.
  5. Now just follow the same direction as Restore Local Backup above, but using the DefaultDatabase_*.zip file.

Reimage:

When all else fails, reimage the PC.  When bootstrapping the PC, if there is a server backup it'll ask if you want to restore it. This will perform the same process as the Restore Server Backup above. If you know this backup to be bad, don't restore it!  If you do restore it and it turns out to be bad, follow the instructions for Restore Default Database above.
Adam Fanello
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