BANKjet® 2500 Inkjet Teller Receipt Validation Banking Printer
Troubleshooting
Indicator Lights (LED)
The five BANKjet® 2500 indicator lights are:
Power LED Indicates printer activity and non-recoverable errors
Error LED Indicates problems and probability of recovery
Paper LED Indicates paper status (paper low/paper out)
Form LED Indicates the Validation Form needs attention
Power Indicator (LED)
The power indicator lets the user know that the printer is ON. If the power indicator blinks in conjunction with the error indicator, the printer is experiencing a non-recoverable error. See the fault indicators below. If the power indicator blinks, and there is no error indicator blinking, the printer is being held in reset by the host.
Error Indicator (LED)
The error indicator lets the user know that the printer is experiencing a problem. If the power indicator is lit (not blinking), the error is generally recoverable without data loss. If the power indicator is blinking, a non-recoverable error has occurred. See fault indicators below. If the error is not operator recoverable, a power cycle may correct the problem. If a power cycle does not correct the fault, the printer must be serviced.
Paper Indicator (LED)
The paper indicator signals the paper status. If the printer is equipped with a paper low option, the paper indicator will blink when the paper is low. The low sensor is adjustable, and the amount of paper remaining is dependent on the adjustment. If the paper indicator is lit with the error indicator, the printer is out of paper. The printer stops printing and waits for the paper to be changed.
Form Indicator (LED)
The FORM indicator signals that the form is active, should be inserted or removed. If the indicator is blinking the form should be inserted or removed. If the indicator is on steady, the printer is in validation mode.
Fault Indicators
The error indicator is the primary fault indicator. It is always on or blinking if a fault has occurred.
Three types of faults exist
Fully-recoverable faults Paper out or cover open
Semi-recoverable faults Head Jam
Non-recoverable faults Component failure
Fully-recoverable
A fully-recoverable error will restart printing exactly where it stopped when the error occurred. Printing will resume after error has been properly addressed. A semi-recoverable error is very similar to a fully-recoverable error. Additionally, status is used to display when the printer consumables may need replacing.
Semi-recoverable
A semi-recoverable error is determined by whether or not the printer has to be shut off and turned back on while attending to the problem. The amount of information lost is dependent on the type of error and the state of the information being processed.
Non-recoverable
A non-recoverable error likely produces information loss.
If during normal operation, the error indicator is lit and the power indicator is blinking, a minor error occurred. The power indicator shows the error by blinking a pattern. Pressing the Power Switch restarts the printer. Blink patterns are defined as follows.
1 Blink (1 blink, pause)
__█__________________█______
2 Blink (2 blinks, pause)
__█__█_______________█__█___
3 Blink (3 blinks pause)
__█__█__█___________█__█__█_
Recovery from Errors
The Ithaca Inquire commands and the Epson [DLE][ENQ] and [DLE][EOT] commands allow most printer error status to be read and in some cases recovery attempted. Paper jams and auto-cutter faults can be recovered, however, any data not previously printed will be lost.
If the application is to support error recovery, the application should use the appropriate status request commands to query the printer periodically. If an error response is such that the fault is recoverable, the host application should interact with the operator and request that the fault be corrected. An example of this process is to “Clear Paper Jam”. When the operator indicates that the problem has been corrected, the host can issue a printer reset request.
If a serious error occurs, the printer will halt and enter fault error mode. If the fault is such that the printer can maintain communications with the host, the print status request and response system will remain active. The status of the system will however remain static. That is the status responses will reflect the state of the system when the fault occurred.
Non-Reportable Error
Some errors cannot be reported to the host system. These errors are such that the integrity of the printer does not allow continued operation and has no way to report the error. These errors (for the most part) occur during power up diagnostics. They are as follows:
EEPROM READ ERROR Power up only
The Internal EEPROM is not readable or the check sum is bad. Pressing the Power Switch will attempt to rewrite the configuration information. This may leave the printer configured incorrectly.
EEPROM WRITE ERROR Power up/down and Configuration only
The Internal EEPROM is defective. There is no recovery.
SOFTWARE ERROR VECTOR Can occur at any time.
These errors can occur during operation. They signal a serious problem with the system. In most cases this error will also generate a Watch Dog reset. A power cycle will generally recover normal printer operation. An ESD event or a firmware bug generally causes these errors. The printer maintains an error log, this log contains additional information about the fault and is printed during manual configuration. The information in this log should be reported to Transact to identify the exact cause of the fault.
USERSTORE FORMAT ERROR Power up or User Store Write Operations
The User Store data in FLASH has an invalid format. Pressing the Power Switch will erase the user store and reformat it. This can be caused by a firmware update.
ELECTRONIC JOURNAL FORMAT ERROR Power up
The Electronic Journal data in the FLASH memory has an invalid format. Pressing the Power Switch will attempt to recover the data and fix the format. If this process is not successful, the printer must be returned for service. The electronic journal information may be lost. Removing the power from the printer while the flash memory is being updated or before the journal entry is complete could cause this. If the jounal record is incomplete, the power up recovery will be able to correct the format and only a small portion of the last journal record will be lost.
FLASH WRITE ERROR Power up or User Store Write Operation.
The program flash has failed. There is no recovery from this error.
Programmer’s Notes
When the serial port is used, it is important that the output lines from the printer not be shorted or back driven by the host system. If the signals are not to be used, they should be left open. Pins 3, 4, and 7 (of the 9 pin connector) are outputs from the printer. If any of these signals are grounded or back driven, the other outputs will be degraded.
Startup Troubleshooting
This troubleshooting section provides solutions to problems that may occur with your printer during installation.
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Printer Does Not Turn ON
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Possible Cause
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Remedy
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Printer is OFF
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Toggle the Power Switch
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No Power
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Confirm that power is available, and that the power cord is fully seated in the power supply’s power socket.
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No DC Power
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Check the connection of the power supply output cable to the printer.
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Defective Interface Card
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Check the printer’s interface card for damage. Replace if needed.
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Printer Will Not Communicate (prints illegible receipts)
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Possible Cause
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Remedy
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Incorrect Cable Configuration
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Turn printer OFF and reconnect communication cables.
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Incorrect Printer Configuration
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Compare configuration settings with application requirements.
Use Self-Test to print out the printer’s configuration settings, or compare
to the configuration receipt that shipped with your printer.
Most Frequent Configuration Incompatibilities
Parallel Printer
Emulation
Carriage Return Options
Serial Printer
Emulation
RS-232 Serial Interface (baud rate)
Carriage Return Options
Knife Option
The Knife option is not automatically detected by the printer at initial power on. It must be enabled at the factory using the printer’s configuration mode. Be sure that the knife option is selected in configuration mode.
Dual Color Option
The Dual Color option is not automatically detected by the printer at initial power on. It must be enabled at the factory in configuration mode. If the printer is configured for dual color and operation is attempted without the second pen installed, the printer will generate an Error Fault. To avoid this Fault, the option must be disabled. A Dual cartridge printer can be operated with only the left cartridge installed if the Color configuration is set to Black Only.
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Incorrect Cash Drawer Settings
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Confirm that the sticker on the bottom of your printer matches the application system requirements. The setting should be one of two: Ithaca, and Epson. See “Connecting the Cash Drawer”, on page 20.
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Defective Interface Card
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Check the Interface Card for damage. Replace if needed.
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Ink Cartridge Status Indicator Flashing/ Printer will not Operate
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Possible Cause
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Remedy
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Cartridges Not Installed
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Ensure that the ink cartridge is properly installed and the blue latch is closed properly.
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Poor Cartridge Installation
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Remove ink cartridge and re-install. Make sure the blue latche
is closed properly. See “Installing Ink Cartridge”, on page 22.
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Table 9 StartupTroubleshooting Help
Operational Troubleshooting
Understanding Fault Indicators
The error indicator light is the primary fault indicator. It is always On or blinking if a fault has occurred.
Three types of faults exist:
Fully-recoverable faults Paper out or cover open
Semi-recoverable faults Head Jam
Non-recoverable faults Component failure
Fully-recoverable and Status
A fully-recoverable error will restart printing exactly where it stopped when the error occurred. Printing will resume after error has been properly addressed.
Semi-recoverable
A semi-recoverable error requires that the printer be reset or power cycled after the cause of the error is corrected The amount of information lost is dependent on the type of error and the state of the information being processed.
Non-recoverable
A non-recoverable error will most likely produce information loss and may require a service call.
Indicator Light Blink Patterns
If during normal operation, the error indicator is lit and the power indicator is blinking, a minor error occurred. The power indicator shows the error by blinking a pattern. Pressing the Power Switch restarts the printer. Blink patterns are defined as follows.
1 Blink (1 blink, pause) __█__________________█______
2 Blink (2 blinks, pause) __█__█_______________█__█___
3 Blink (3 blinks pause) __█__█__█___________█__█__█_
Keypad Indicator Troubleshooting Chart: General Problems
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Error Type
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Power LED
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Error LED
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Paper LED
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Cover Open
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ON
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ON
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OFF
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Out of Paper
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ON
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ON
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ON
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Left Cartridge Removed
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ON
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ON
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OFF
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Table 10 Keypad Indicators: General Problems
The black colorings for each indicator light simulate either a solid or a blinking indicator light.
Correcting Common Operating Problems
This troubleshooting section provides solutions to problems that may occur with your printer. Use the following series of tables to determine printing problems. It is highly recommended that you maintain a history of reported problems and the actions you took to identify or resolve problems. This information can help you isolate later problems and anticipate or avoid others. In particular, you should record the problem description, including a brief explanation of the symptoms. The following is a list of possible problem areas. These categories have been established to assist you with preliminary troubleshooting information.
· Keypad Lights Are Not Working
· Printer Will Not Print (error indicator light ON)
· Printer Will Not Print (error indicator light OFF)
· Printer Prints With Missing Dots In Characters
· Printer Sounds Like It’s Printing But Nothing Prints
· Printer Will Not Feed Paper
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Keypad Lights Are Not Working
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Possible Cause
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Remedy
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Poor Connections/No Power
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Check to see if the power cord is plugged into wall outlet.
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Check the power cord connection on back of the printer.
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Check to see if printer is turned on in OPERATIONAL/ON mode.
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Table 11 Troubleshooting: Keypad Lights Will Not Work
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Printer Will Not Print (Error light ON)
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Possible Cause
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Remedy
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Ink Cartridge Not Installed
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Install new ink cartridge. See “Installing Ink Cartridge on page 22.
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Paper Cover or Pen Cover Open
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Close the printer’s front cover, making sure that the left and right corners of the rear paper cover are locked into place.
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Check the paper path for debris and/or jammed paper which might cause the covers not to close fully.
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Paper Not Installed
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Install a new paper roll. See “Error! Reference source not found.®”, on page Error! Bookmark not defined..
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Carriage Jammed
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Open the printer’s cover and clear any paper or debris from around the carriage.
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Non-recoverable Printer Fault
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If the Error light is on and Power indicator is off or blinking, the printer has experanced a not recoverable error. Refer to the error indications section to decode this error.
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Table 12 Troubleshooting: Printer Will Not Print (Error Light ON)
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Printer Will Not Print (Error Light OFF)
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Possible Cause
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Remedy
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Printer Is Not Responding To Any Input
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Check to see if the Printer is in Self-Test or configuration mode. See “Printer Self-Testing on page 27.
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If Self-Test prints
Check communication cable connection, and verify the printer’s communication configuration settings.
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If Self-Test does not print
Contact Transact’s Ithaca Facility. See “Contacting Transact’s Ithaca Facility”,
on page v.
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Table 13 Troubleshooting: Printer Will Not Print (Error Light OFF)
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Printer Prints With Missing Dots In Characters
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Possible Cause
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Remedy
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Ink Buildup On Ink Cartridge
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Power cycle the printer a few times. This will attempt to clean the print cartridge
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Table 14 Troubleshooting: Printer Prints With Missing Dots in Characters
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Printer Sounds Like It’s Printing But Nothing Prints
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Possible Cause
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Remedy
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Paper Path Jammed
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Open printer’s covers and check to see if there is any debris in the paper path that may cause paper not to feed correctly.
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If You See Debris:
Clear the debris and close the cover
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If There Is No Debris:
Close the cover and Try printing again. If the problem still exists, contact Transact’s Ithaca Facility.
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Ink Buildup On Ink Cartridges or has deprimed.
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Power cycle the printer a few times. This will attempt to clean the print cartridge
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If the problem still exists, contact Transact’s Ithaca Facility. See Contacting Transact’s Ithaca Facility on page v.
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Table 15 Troubleshooting: Printer Sounds Like It’s Printing But Nothing Prints
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Printer Will Not Load Or Feed Paper
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Possible Cause
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Remedy
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Covers Open
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Close the printer’s covers making sure that they are fully snapped into place.
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Check the paper path for debris and/or jammed paper which might cause the covers not to fully close.
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Paper Path Jammed
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Open printer’s covers and check to see if there is any debris in the paper path that may cause paper not to feed correctly.
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If You See Debris:
Clear the debris and close the cover
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If You See Debris:
Clear the debris and close the cover
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Paper Not Installed Correctly
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Remove all paper from the printer. Then, reload the paper roll.
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Validation Sensors Need calibration
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Enter self test mode and perform the Sensor calibration test. See the self test section for instructions for entering self test and performing Sensor calibration.
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Table 16 Troubleshooting: Printer Will Not Load or Feed Paper
Fax: 203.949.9048
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