Cash Device Troubleshooting

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RBG100 Error Handling

On the RBG100 cash recycler, the center light will turn red if there is fatal error on machine. A green arrow indicates the device is use, and a red arrow indicates that workstation has a triggered a reset on the machine. When an error occurs with the RBG100 device, the error messages will appear in Portico. You will need to log into the RBG100 cash recycler to resolve the issue, clearing the error using the RBG100 operations monitor. Then, reset the device in Portico using the Reset Cash Device option from the Tools menu. You can then process the transaction using the cash device, or finish transaction using the cash in your physical drawer.

Low notes in the cassette is a level 1 error and requires you to add units to the RBG100 cash recycler using the Cash Devices - Inventory tab. A level 2 or 3 error will be recorded on the Cash Devices - Journal tab.

The RBG100 will use “jam” to describe a variety of errors, but there may not be a jam. Open the top cover to look for the jam, but do not touch the cassettes/modules. The device will perform a reset when the device door is closed. Then, reset the device in Portico using the Reset Cash Device option from the Tools menu. To empty a cassette, select the check box to select the cassette on the Cash Devices - Inventory tab and click Empty Cassette.

If you manually open the RBG100 cash recycler and try to pull a cassette/module, the device will initiate emergency mode. You will need to log into the RBG100 operations monitor to resolve the issue. The operations monitor will ask if you want to perform a long or short audit.

During a long audit, you must manually remove all the notes from all cassettes. Then, put the notes in the hopper to re-load the device. Reset the device in Portico using the Reset Cash Device option from the Tools menu. When you access the Cash Devices - Inventory tab, Portico will receive updated inventory information from the device. If you chose not to put all the notes back in the device, you will need to complete the appropriate cash movement.

The RBG100 only counts bills going into the machine with an Add command. The machine does not count the bills when they are dispensed during the audit process. All bills are dispensed and the machine informs you what the amount is. You will need to manually count the bills. Fiserv recommends two employees count the notes to protect from fraud – in case a note gets caught in the machine when being dispensed (inventory could show 500 notes, but only 499 were dispensed.)

During a short audit, the RBG100 cash recycler will pull 5 notes from the cassette in question and move them to the Rejects bin. The RBG100 cash recycler will then attempt to reset the Rejects bin, read the notes and add them back to the cassette. You will need to reset the device in Portico using the Reset Cash Device option from the Tools menu. When you access the Cash Devices - Inventory tab, Portico will receive updated inventory information from the device. In 99% of the cases, the short audit re-syncs the machine.

 

General Cash Device Errors

Question: My cash recycler journal will display but will not print. Why not?

Answer: The journal is printed via screen print. Check your windows default printer to make sure it is working.

Question: When I try to complete a cash movement at the end of the day from the cash device to the teller drawer, I receive an error message Cash Shipment Information Exceeds Inventory. What does this mean?

Answer: This error appears when you are trying to move more than Portico thinks you have in a particular denomination. You can check the inventory using the Inquiry on Specific Location tab to display the balances for a specific cash location. To complete an inquiry on a specific cash location, complete the following steps:

  1. To access the Inquiry on Specific Location tab, under Teller Management on the Portico Explorer Bar, click Tasks & Activities. The Open tab appears on top. Click the Cash Control tab. The Movements tab appears on top. Click the Inquiries tab.
  2. On the Inquiries tab, click the down arrow on the Select a Cash Inquiry Type drop-down box and select Inquiry on Specific Location.
  3. In the Location Information group box, click the down arrow on the Receiving Location drop-down box and select the vault cash location. T
  4. Click the Receiving Location ID down arrow and select the cash location ID. The description of the receiving location automatically appears.
  5. Click the green arrow.

You can review the bill count for each denomination. You may need to move money into the recycler or reassign the bills using the Movements - Physical Cash Count tab if you have an extraordinary amount in the non-denominational field.

Question: I completed a cash movement but my journal still shows an amount from a previous day. How do I clear my cash device journal?

Answer: The journal will only be reset if the cash movement was performed using the Cash Move button on the Balance tab. If the cash movement is completed any other way, the cash device journal will not be reset. To clear the totals on the journal, click Clear on the Balance tab. You must be an Administrator to perform this task. All the totals will be cleared but the cash device journal will not be reset. The journal will display the Clear Totals transaction and any transactions performed thereafter.

Question: After I load my cash dispenser and check my inventory, the inventory is not showing all the canisters. What happened?

Answer: This usually happens when using a Diebold machine. The Diebold machines require a large stack of bills in each canister. If the credit union does not want to put a large amount of money in a canister, suggest to them to ‘back-fill’ the canister with paper (an adding machine roll or something similar works great).

This can also occur if you do not have a canister seated properly. If the machine does not see it, neither will Cash Dispenser.

Question: I received this error message: DeLaRue cash dispenser will dispense manually but not from a transaction. What does it mean?

Answer: A second serial port was added manually to the PC. You must update the BIOS on the PC.

Question: I received this error message: Diebold cash dispenser must be ‘enabled’ each log in. What does it mean?

Answer: Diebold cash dispenser must be ‘enabled’ to Portico every time a specific user logs in from a specific workstation. A second serial port was added manually to the PC. Remove the added serial port and add a PCI serial port.

Question: I received this error message: Connection with the cash machine is closed. What does it mean?

Answer: Verify that the dispenser is turned on. If the dispenser is turned on, verify that the dispenser port and PC port are correct.

Question: I received this error message: Dispense failed. 33h – The lifts are down. What does it mean?

Answer: Put the dispenser back in Operate mode and the lifts will come up.

Question: The Cash Disbursed dialog box is unresponsive and the dispense failed. What does it mean?

Answer: Verify that the dispenser is turned on.