ATM First Level Maintenance 2017

IT Service Delivery Management

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 TRAINING SCOPE
Introduction
Challenges
Actions
Standard for logging Faults
Escalation Procedure
Vulnerabilities
Encryption Pin Pad/key
Basic First Level Maintenance on Card Reader, Cash
Handler, Cassettes Reconfiguration, Receipt Printer
Retract Feature-NCR/Hyosung
NCR Cash Deposit ATM
Hyosung Cash Deposit ATM
Quality of Cash Loaded
Dispense error Reporting
Frequently Asked Questions
Questions & Answers
INTRODUCTION

ATM First Level Maintenance

IT Service Delivery Management
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 INTRODUCTION
This training has been identified as a major factor that must be accorded with high priority to improve
ATM uptime by enhancing the custodians ATM handling skills through the training.

ATM custodians role is to be rotated every six months, a new custodian would require this training to
ensure ATM service availability and for existing custodian, it will be a refresher course
INTODUCTION-CUSTOMER INTERACTION & SYSTEM FLOW ON THE ATM

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 CHALLENGES
Most issues on ATMs.

From the analysis of issues logged on HP Service Manager, the major issues encountered are as stated
below:
Faulty ATM parts such as presenters, belt, stacker cash handler, EPP.

Network issues.

Power failure issues (e.g. inverter failures)

Loading of Mutilated cash.

 ACTIONS
Actions taken to resolve these issues.

SLA currently being reviewed to improve vendor response time.

Network optimization is currently being carried out to improve network availability.

FLM training is ongoing to enhance ATM custodian skills in managing the ATMs

General services has been advised to carry out periodic checks on power at the branches and a
holistic review of inverter capacity to ensure continuous availability.
 STANDARD FOR LOGGING FAULTS

This training is meant to address skills gap needed to handle First Level support for ATM to
improve ATM service availability. HBS or Custodian are expected to log issues that cannot
be handled at the branch level on the HP service Manager (SLA).
When an incident is logged on the HP service Manager (SLA), we expect the logged incident to
contain the under listed details for prompt resolution

Terminal Id:
Brand Type:
Fault Description:
Incident number:
Custodian Name:
Custodian Mobile Number:
Branch Name & Address:
 ESCALATION PROCEDURE

If a delay is being experienced in resolution of the logged issues, escalation should be made
to the IT Support Staff as the first point of contact through e-mail with the details of the fault
and the incident number

IT Support staff would review and resolve or escalate to the vendor as appropriate, also
follow through to ensure prompt resolution and provide feedback to the HBS or Custodian.

Note: Escalation directly to the vendor is not proper.

All are advised to strictly adhere to this procedure for prompt resolution of issues.
 VULNERABILITIES

1- Ensure your receipt printer is functional and mounted with the receipt paper.

2- Ensure your Journal printer is functional and mounted with the Journal paper.

3-Ensure your Camera is functional and capturing images.

4- Ensure your RETRACT is DISABLED.

5- Ensure your ATM FACIAL lights are on and bright enough.

6- Ensure the EMV logo is visibly displayed on the atm.

7- Ensure the card anti skimming device installed is functional.

8- Ensure your ATMs are on the First Bank Domain.

 VULNERABILITIES- CONTINUES
9- Ensure all VALUE ADDED APPLICATIONS like adverts, Front end antivirus( FEP) are running on the
ATM.

10- Ensure your PIN Pad Guards are installed with Facial side shields.

11- Always inform your IT Support personnel when your terminal is re-installed to ensure terminal is re-
standardized.

12- Security guards should monitor and guard against any foreign installation or attachment on the
terminal.

13- Our ATMs stands should be well illuminated with proper installations of side guards and canopy.
 ENCRYPTION PIN PAD

The Encryption Pin Pad is a device that ensures transactions

requiring customers to enter their Personal identification number (PIN)
are done on the ATM in a secure mode which protects them against
un authorized access to personal details.

Cryptographic keys comprises of 64 alphanumeric digits segmented

into two Parts of 32 digits termed the clear Zonal Master keys(ZMK).

The keys are deployed following the DUAL CONTROL requirement.

i.e. a part is sent to the Head Branch Services and another to the ATM
custodian.

The encrypted ZMK is entered on the Hardware Security module of

the postilion interface at the back end
ENCRYPTION PIN PAD

Target Audience

ATM custodians or Security officer responsible for

Encryption key entry/change on the ATM
 ENCRYPTION KEY ENTRY ON NCR ATMS
STEPS TO ENTER ENCRYPTION KEY ON NCR ATM
PHASE 1 Change Key mode

Step 1
Switch the ATM to Supervisors mode
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES

Step 2
Choose Option 6 ACCESS on the Supervisor menu by pressing the operator key board.
ENCRYPTION KEY ON NCR ATMS-CONTINUES
Step 3
Choose option 25 KEY ENTRY as assigned on the front display keys.
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES
Step 4
This displays Key entry menu below ,proceed by choosing option 9 on
the operator keyboard to CHANGE KEY ENTRY MODE as displayed below
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES
Step 5
Press 4 on the operator keyboard to choose DOUBLE LENGTH RESTRICTED.
The following menu will be displayed
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES
Step 6
Press 6 on the operator keyboard to CONFIRM THE NEW MODE.
ENCRYPTION KEY ENTRY ON NCR ATMS - CONTINUES
Step 7
Choose option 25 again to commence Key entry
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES
Step 8
Choose option 0 to enter KEY A ( first pair of 32 digits ) by the custodian
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES
Step 9
Press 1 on the operator keyboard to enter the first 32digit encryption key
supplied to you. The menu below will be displayed
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES
The above screen allows you to type in the cryptographic keys using the
operator keyboard for the numeric characters and the Front Display
Keys(Side buttons on the operator Panel) for the Alphabets.
The Digit Counter increases as you enter each digit thereby ensuring you
entered all 32digits. Each time you enter a digit, the ATM beeps and the digit
counter increases by one digit. Please ensure you get a beep after entering
each digit.
After entering the last digit, the ATM will display the encryption Check
Value and prompts you to confirm by pressing ENT.
ENCRYPTION KEY ENTRY ON NCR ATMS-CONTINUES
Below is an example of displayed KVV VALUES
Press ENT on the operator keyboard if the Check value tallies with the
Check value you have on Paper. The following menu will be displayed.
ENCRYPTION KEY ENTRY ON NCR ATMS- CONCLUSION
If your check value after entry does not tally with the check value with support personnel
driving the console, you will have to initiate the process of entry again from the supervisor
operation menu

Choose option 6 ACCESS ..

 ENCRYPTION KEY ENTRY ONHYOSUNG ATM

Entry of the keys on the atm will require the custodian follows the steps below for a Hyosung model
Type 6000
Switch terminal to Technician mode from the Rare end operators panel for model type 6000
navigate to key manager, this transfer menu to Customer screen
Move to the front of terminal( customer screen)
press 000000 key 1 password
press 000000 key 2
it will display the Master key
Press exit to transfer back to operators panel
Navigate within the technician mode
select shutdown and reboot
 ENCRYPTION KEY ENTRY ON HYOSUNG ATM

Entry of the keys on the atm will require the custodian follows the steps below for a Hyosung model
Type 8000
Switch terminal to Technician mode from the Rare end operators panel for model type 6000
navigate to key manager, this transfer menu to Customer screen
Move to the front of terminal( customer screen)
press 000000 key 1 password
press 000000 key 2
it will display the Master key
Press exit to transfer back to operators panel
Navigate within the technician mode
select shutdown and reboot
 BASIC FIRST LEVEL MAINTENANCE - CARD READERS

A card reader is an input device that is responsible for initiating card based transactions on our ATMs
Whilst also acknowledging the new trends involving CONTACTLESS TECHNOLOGY, CARDLESS
TRANSACTION which uses Front display keys (FDK ) to initiate its transaction.

The integrated data card unit (IDCU) comes in various versions but the industry standard requirements states
that all card readers must be compliant EURO ,VISA and MASTER ( EMV)

Brand types
NCR deploys for self serves and Personas TRACK2,3 firmware 02 06
Hyosung deploys for 5600,8600 EMV level-1,2 compliance (IC card) motorized card reader
BASIC FIRST LEVEL MAINTENANCE - CARD READERS

CARD JAMMED UNDER SHUTTER

Card Jammed under the shutter will require you raise the shutter by
pushing the small latch shown below to the side and push the card
out at the front of the card reader
BASIC FIRST LEVEL MAINTENANCE - CARD READERS

CARD JAMMED AT TRANSPORT

Card jammed at the transport section use your fingers or the large pulley to
push the card through the transport into the card capture bin.
 BASIC FIRST LEVEL MAINTENANCE OF CARD READERS- CONTINUES

How to initiate a card cleaning cycle test

Switch terminal to supervisor mode
Choose option 7 Diagnostic
Press Enter
Press 1 Maintenance
Press 2 IMCRW.
Press 1 Cleaning Cycle Test
Insert the cleaning card/ your card
Press 9 Exit
Press Enter
Switch to Normal Mode.
BASIC FIRST LEVEL MAINTENANCE OF CARD READERS- CONTINUES

CLEAR CAPTURED CARD

Switch terminal to supervisor mode by toggling the interlock switch

Displayed is the supervisor main menu
Choose REPLENISH
Choose option 99 more
Display RETAINED CARDS
Navigate and choose Clear number of RETAINED CARDS
Displayed after successful clear is depicted below
EXIT the menu and restore terminal to service
BASIC FIRST LEVEL MAINTENANCE ON CASH HANDLER

The self diagnostic initiated by the custodian is expected to show

errors or exceptions affecting the ATMS functionality.

NUGGETS
Pick Module failure/Invalid Pre-LDVT
interrupt
Contact ATM support/ IT support
Stacker Error/Exit shutter faulty
Contact ATM support / IT support
Transport Fatal/ presenter error
If Cash has jammed into the machine,
remove it and cash test. If the problem
persists contact ATM support /IT
support
BASIC FIRST LEVEL MAINTENANCE CASH HANDLER

Cash Jam- NCR ATMs

Open the security enclosure( Aesthetic door covering the vault).

Lift the currency dispenser catch, and use the green handle to pull the currency
dispenser out of the ATM until it slides out
The procedure for clearing a jam depends on the cause and location of the jam.
The State of Health (SOH) message will indicate where the jam is. Follow the
procedures outlined below depending on the specific type of jam.
Once the jam has been cleared, push the purge bin back into the ATM until it
locks in place.
Push the dispenser back into the ATM.
Close and lock the security enclosure.
Note: The procedure for clearing jams is the same for both Front and Rear
access types of ATM.
BASIC FIRST LEVEL MAINTENANCE ON CASH HANDLER

Cash jam at Sensor 2

Turn the large gear wheel on the side of the dispenser until the clamp arm is in its up
position.
Insert your hand through the hole in the side of the dispenser and remove the bills.

Cash jam at Sensor 1

Lift the catch on the left-hand side of the purge bin and pull the purge bin out of the
dispenser.
Reach inside the hole vacated by the purge bin and remove any jammed bills. If you
cannot reach the bills, turn the drums indicated below until the bills are in an
accessible position and then remove them.

Cash jam at sensor 4, 5 or 6

If required, turn the drums in the top of the transport until the bills are in an accessible
position.
Reach into the transport and remove the bills.
 BASIC FIRST LEVEL MAINTENANCE- RECONFIGURATION OF
CASSETTES REQUIRING CALIBRATION ON HYOSUNG ATMS

Switch Terminal to supervisor mode

Prompts for PASSWORD :S0987
Option 1 : configure
Option 6: Denomination
Prompts This machine needs to change
Push the Dipswitch 1 Up and press enter
FOR TYPE 1
ENTER 1 INPUT DENOMINATION 1000 TYPE 1 ( CASSETTE 1)
ENTER 1 INPUT DENOMINATION 1000 TYPE 1 ( CASSETTE 2)
 BASIC FIRST LEVEL MAINTENANCE-ATM CASSETTES

Remove cassettes gently

Load your cash.
Push in cassettes gently until it clicks

Note :

Do not Jam the cassettes they are not doors.

Do not Seat on the cassettes
Do not interchange the cassettes e.g. using cassettes 1 for 3 or 2 for 4 as
configured to avoid over paying or under paying
Blow out dust at vital contacts e.g. lens, hooks etc. to ensure cassettes are
recognized by the ATM at all times
 BASIC FIRST LEVEL MAINTENANCE- RECONFIGURATION OF CASSETTES
REQUIRING CALIBRATION ON HYOSUNG ATMS
TO RECONFIGURE CASSETTES FOR LOST CALIBRATION ON HCDU
FOR TYPE 2
ENTER 2 INPUT DENOMINATION 500 TYPE2 (CASSETTE 3)
ENTER 2 INPUT DENOMINATION 500 TYPE2 (CASSETTE 4)
ON COMPLETION WHEN SUCCESSFUL IS FLAGGED RETURN DIP SWITCH 1 BACK TO POSITION
EXIT EXIT EXIT

TO CONFIRM CALIBRATION
1- TECHNICIAN MODE
2- LOGIN IN
DIAGNOSTIC OPTION 1
CASH DISPENSER
SET CASSETTE ID: OPTION 8
CASSETTE 1- 4 EXECUTE FOR ALL CASSETTES
4-EXECUTE
 NCR CASSETTE CALIBRATION

Cassette Configurations for NCR ATMs will require the vendor / IT support personnel's attention
BASIC FIRST LEVEL MAINTENANCE FOR NCR RECEIPT PRINTERS

The receipt printer is an output device that is responsible for printing receipt for card based
or cardless transactions on our ATMs.

Health checks will require we initiate the steps below;

Switch Terminal Mode to Supervisor mode

Ensure the paper is loaded properly.
Load enough papers to avoid out of paper message.
Ensure no jammed papers on Receipts exit slot on the ATM Facia.
Remove any paper jam on receipts transport.
Make sure the rails are moving smoothly.
BASIC FIRST LEVEL MAINTENANCE FOR NCR RECEIPT PRINTERS ---CONTINUES

NCR RECEIPT PRINTER OVERVIEW

BASIC FIRST LEVEL MAINTENANCE FOR NCR RECEIPT PRINTERS ---
CONTINUES

LOADING OF RECEIPT PRINTER

To replace the receipt paper, follow the process below
Open the upper chassis of the atm.

If your ATM does not have the auto-supervisor option, press the Normal
interlock switch, on the operator panel, to the Supervisor position.

Open the print mechanism cover using the green locking lever -the cover will
spring open.

Lift out the paper roll core, spindle

Close the print mechanism cover - push it down until it clicks shut.

Remove sufficient paper from the new supply roll so that no traces of glue or
tape remain on the roll. Tear off the end of the supply roll to make a
reasonably straight edge without creases.
BASIC FIRST LEVEL MAINTENANCE FOR NCR RECEIPT PRINTERS ---
CONTINUES

LOADING RECEIPT PRINTER

Insert the spindle into the core of the new paper roll. Lower the paper roll into the
printer so that the spindle drops into the slots. The paper feeds from the top of
the roll.
Manually guide the paper into the printer entry slot until it fits in.
Its exit at the shutter displays a counter summary and a smiley

NOTE: RECEIPT PAPER loaded must be THERMAL PAPER which has a shiny
coating and can be me marked by scratching .
BASIC FIRST LEVEL MAINTENANCE --- RECEIPT PRINTERS -
CONTINUES

ERROR MESSAGES ON RECEIPT NCR PRINTERS

BASIC FIRST LEVEL MAINTENANCE --- RECEIPT PRINTERS -
CONTINUES

ERROR MESSAGES ON RECEIPT NCR PRINTERS

BASIC FIRST LEVEL MAINTENANCE -- RECEIPT PRINTERS - CONTINUES

NCR RECEIPT PRINTER TEST

Kindly initiate the diagnose and counter test stated below

7 Diagnostics
5 Device Status list
Review the error list and note if receipt printer or journal printer is displayed.
Clear any receipt paper jam and load the receipt printer.
Go back to supervisor menu
Press Option 4 replenish
Press Option 4 print counters
Confirm if the receipt printer printed the counter on the paper. It should do this alongside the
journal.
BASIC FIRST LEVEL MAINTENANCE OF RECEIPT PRINTERS

DAILY CHECKS ON RECEIPT PRINTER

Switch Terminal Mode to Supervisor mode

Ensure the paper is loaded properly.
Load enough papers to avoid out of paper message.
Ensure no jammed papers on Receipts exit slot on the ATM Fascia.
Remove any paper jam on receipts transport.
Make sure the rails are moving smoothly.
Ensure the indicator lights for the receipt mechanism functionality stays GREEN
signifying a healthy status
BASIC FIRST LEVEL MAINTENANCE HYOSUNG - RECEIPT PRINTERS

HYOSUNG RECEIPT PRINTER

BASIC FIRST LEVEL MAINTENANCE - RECEIPT PRINTERS - CONTINUES

HYOSUNG RECEIPT PRINTER

BASIC FIRST LEVEL MAINTENANCE -- RECEIPT PRINTERS - CONTINUES

FREQUENTLY OCCURING ERRORS ON HYOSUNG RECEIPT PRINTERS

 RETRACT FEATURE ON NCR ATMS

STEP 1-Take the ATM to Supervisor mode,

STEP 2-Choose config option-5,

STEP 3-Choose display config option-0,

STEP 4-Check the value for message mode if it is 10050100600001000 (If this is the number, then retract is disabled). Do not go
further

Otherwise

STEP 5-Exit with cancel keys till you return to the Supervisor mode,

STEP 6- Choose config option-5, and select option 6 message mode,

Then enter the value "10050100600001000"

STEP 7-Press ok or enter to accept the new value,

STEP 8-Then exit with cancel keys,

STEP 9-Then choose exit option-9

 RETRACT FEATURE ON HYOSUNG ATMS

The Hyosung ATM already comes with the retract disabled .further explanations should be referred to during the
vendors session
NCR CASH DEPOSIT ATM

Introduction

The drive to migrate deposit transactions to alternative

channel led to the deployment of cash deposit ATMs to
selected branches bank wide.
The performance and the impact of the cash deposit
ATMs have been insignificant when compared to
the banks performance on cash withdrawal migration
to the ATM.
 NCR CASH DEPOSIT-FIRST LEVEL CHECKS

Switch Terminal mode to supervisor mode

Ensure connecting belts are not dislodged while clearing cash jam.
Ensure all the locks are closed before performing any test.
On completion, custodian must do a clear fitness test from
Diagnostic Menu to ensure the device is functioning properly.
Ensure the Exit Shutter is opening/closing properly.
Perform the Initialize Bunch Note Acceptor (BNA) option to ensure
the BNA is functioning properly.
Custodian must report the error message by logging it on the SLA
 NCR CASH DEPOSIT-FIRST LEVEL CHECKS CONTINUES

TO CLEAR THE BUNCH NOTE ACCEPTOR

Choose Option 53
It Clears the counters used to clear note movement within the BNA Device
The command clears all DEPOSIT COUNTERS and defines cash fitness
associated with the Binary Note Acceptor BNA
The screen with format below is Displayed
 NCR CASH DEPOSIT-FIRST LEVEL CHECKS CONTINUES

To Initialize Global Bunch Note Acceptor (GBNA)

Switch mode to supervisor mode
From select menu
Press 4 Replenish
Press Enter
Press 99 More
Press 54 Ini GBNA
NOTE : IF BNA IS NOT PRESENT ,ERROR MESSAGE FLAGGED is DEVICE
NOT PRESENT
If Lower transport of the BNA( GBRU) is racked out ,it results to a delay before
devices comes back online
 NCR CASH DEPOSIT-FIRST LEVEL CHECKS CONTINUES

To Initialize GBNA

Press cancel two times

The select menu will reappear.
Press 9 Exit
Press Enter
Switch to Normal Mode.
HYOSUNG CASH DEPOSIT
This Bunch Note Acceptor (BNA) is located on the left side of the safe
door and can be divided into 7
major modules as follows:
Body Module
Bundle Accepter:
Bill Checker:
Reject Module:
Escrow Module:
Retract Box
Two Cassettes
MAJOR COMPONENTS OF HYOSUNG CASH DEPOSIT ATM
 HYOSUNG CASH DEPOSIT- FIRST LEVEL CHECKS

How to remove notes jam from Bunch note acceptor (BNA)

Perform the following steps to remove note jams from BNA.

1) Open the door and remove jammed notes from the Bundle Module.
2) Turn the green knob clockwise or counterclockwise to easily remove jammed note.
3) Close the door once you have removed the jammed notes or foreign substance.

How to remove notes jam from the first transport path

1) Operate the locking lever to open the first transport position
2) Remove jammed notes and foreign substance. If necessary, turn the green knob clockwise or
counterclockwise.
3) Close the first transport position once you have removed all debris.

Further explanations will be provided by our Technical partners .

 QUALITY OF CASH LOADED

It is essential that the cash loaded into the currency cassettes is of good quality and deemed to be
ATMFIT.
The note reject rate is directly dependent on the quality of the notes, preparation of the notes, and the
correct execution of the loading procedure. This needs to be properly done to ensure that the reject
rate is kept to a barest minimum so as to reduce the possibility of Cash Jam.
Over 60% of hardware fault logged on SLA are cash related.

When loading notes, the operator must pay careful attention to:

The sorting and removal of defective notes.

The handling of the notes during loading.
 ATM DISPENSE ERROR REPORT
Launch the ATM icon from the Portal
Or log on to the url https://172.30.3.83:7012/atmreport/login
The application opens automatically as in the screen below
ATM DISPENSE ERROR REPORT
 ATM DISPENSE ERROR REPORT-REPORT GENERATION

Select the Date range on Transaction Start Date and Transaction End Date
Insert the terminal Id on Terminals tab
Click on Unimpacted or Dispense Error or Matching Status or Transaction Source tab as the case may be
or select ALL
Click on search
Treat any dispense report generated.
If no transactions are generated, it means the terminal reported no Dispense Error.
 FREQUENT ASKED QUESTIONS
My ATM is not coming to service Check network connection

MY ATM is rejecting cards Request for Download from ATMsupport

My ATM is not dispensing a Request for media configuration update
specific denomination Request for RESET & Download from
CARD Blocked on my ATMs ATMsupport

Cardless functionality is not Request for Support personnel to visit &

available on my ATM Re sync from ATMsupport

My ATM is Slow. Request for a review of your memory

size & a Review Re sync from ATM
support

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 FREQUENT ASKED QUESTIONS
Review the journal interpretation & ensure
My ATM changes mode intermittently your atms are not connected on DLINK
from in-service to offline
Call your IT Support to review as first time
My ATM Restarts respondents
Communication Down on my ATM Check your network connection
My ATM does not have the current Call your IT Support to review as first time
advertorial respondents for immediate deployment
My ATM Shocks my customers when Call in your Area General Services personnel
used to review power leakage
How do I resolve issues on Forward request to EBusiness service
UNIMPACTED TRANSACTIONS on my control unit
ATM

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QUESTIONS?

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THANK YOU

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