1

Diagnostics Overview 1

Diagnostics Overview

Chapter Contents

INTRODUCTION .................................................................................................................................1
SYSTEM APPLICATION .......................................................................................................................1
Entering System Application....................................................................................................1
USB Service Key...................................................................................................................2
Functions on System Application Main Menu ....................................................................3
Device Diagnostics ...................................................................................................................4
Control Menu ......................................................................................................................4
Hardware Information and Recovery..................................................................................5
Device Self Tests ......................................................................................................................7
Event Logs................................................................................................................................7
Service Tallies...........................................................................................................................8
Device Status List .....................................................................................................................9
CE Second Line Support Utility............................................................................................9
Clearing a Device State .....................................................................................................10
Device Servicing .....................................................................................................................11
Save Module Life Counts .......................................................................................................11
Self Service Configuration......................................................................................................11
Display Hardware Details ..................................................................................................12
Display Software Details ...................................................................................................12
Set Device Configuration...................................................................................................12
Set Date and Time.............................................................................................................13
Set Active Language ..........................................................................................................13
Set ATM Properties ...........................................................................................................13
Service Manual ......................................................................................................................13
Transaction Counters.............................................................................................................14
LEVEL 0 DIAGNOSTICS .....................................................................................................................14
Power‐up Diagnostics ............................................................................................................14
Initial Processor Diagnostics .............................................................................................15
System Test And Initialization ...........................................................................................15
System Configuration Verification ....................................................................................15
Extended Rom Bios Diagnostics ........................................................................................15
Switch Selectable Diagnostics................................................................................................15
Extended Diagnostics.............................................................................................................15
TEST TOOLS .....................................................................................................................................15
Bootable System Application.................................................................................................16
KEY SYSTEM APPLICATION MENUS .................................................................................................17

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
2
Diagnostics Overview

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 3

Diagnostics Overview
Chapter Contents

INTRODUCTION
Note: This chapter provides an overview of the diagnostic aids available on terminals
running APTRA XFS software. For terminals running APTRA Base software, refer to the
APTRA Base User Guide (B006‐7071) for ATM diagnostics.

The main route to fault finding and diagnosis is System Application, which is described in
general terms in this chapter. The details of the tests available for each device are
described in the device chapters of this manual. Also refer to the Diagnostic Status Code
Notebook (B006‐6237) for M_STATUS and M_DATA test results.
System Application also provides other functions, such as pro‐active device servicing and
configuration of the terminal and devices, which are described in detail in Self Service
Support ‐ System Application User Guide (B006‐6167).
This overview chapter covers the following areas of diagnostics:
 System Application, including:
 CE Second Line Support Utility
 Level 0 Diagnostics
 Test Tools, including:
 Bootable System Application

SYSTEM APPLICATION
The APTRA XFS System Application provide access to the functions required to carry out
runtime configuration, diagnostics and maintenance. See the illustration at the end of
the chapter showing the some of the key menus in System Application.

Entering System Application

Access to diagnostic routines is only offered if a valid NCR USB Service Key is inserted
when System Application (Sys App) is started.
To enter diagnostics, proceed as follows:
1. From the Supervisor menu, select Diagnostics (or the owning organisation’s
equivalent).
2. Insert your NCR USB Service Key in the PC module.
3. Select System Application.
4. Follow the on‐screen prompts and enter your 6‐digit PIN.

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
4 Diagnostics Overview

The system application main menu will appear as shown below.

USB Service Key

Access to the various areas of System Application is determined by the level of
permission on the individual’s Service Key. For example a key could allow access to
Diagnostics and Self Tests only or could allow access to all areas of Sys App, except the
ability to validate the replacement of certain spare parts.
The functions to which a key does not provide access, will either not appear on the
System Application menus, or will appear but be unavailable.
If System Application is started without a USB key, or three unsuccessful attempts at
entering a key PIN have been made, the main menu screen will appear as shown below:
with certain options not available and the option ‘Maintenance’ in place of ‘Diagnostics’.

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 5

The Maintenance option gives access to card reader cleaning tests and UEPP2 details
such as firmware version.

Functions on System Application Main Menu

The following functions on the System Application main menu are accessed through
FDKs or areas on the touchscreen.
Transfer Interface ‐
transfers the System Application interface between the operator panel and the front
interface on a rear access terminal.
After the transfer option has been selected at the rear, press any key at the front
interface, then at the prompt enter the password 2468 and press OK. This is to ensure
that only authorised users can access the System Application from the front interface. A
password is not required to transfer from the front to the rear interface.
Save NT Information ‐
saves the Windows application, system and security Event Logs to a removable memory
device. A prompt will be displayed if more than one storage device is needed to store this
information.
System Shutdown ‐
initiates the Windows operating system shutdown process. Once the system has written
unsaved data to the disk, a message appears indicating shutdown is complete. The
terminal can then be powered off.
If the user does not have the access rights to perform an operating system shutdown
then a prompt will be displayed indicating this and the Sys App main menu is re‐
displayed.
Exit ‐
terminates System Application and returns control to the software that was running
when Sys App was started.

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
6 Diagnostics Overview

Device Diagnostics
The Device Diagnostics option on the Sys App main menu provides access to all device
diagnostic test functions via the menu shown below. When this option is selected, an
information log entry is made to record the fact that diagnostics has been accessed.

Select the touchscreen area or numeric key for a device to access its diagnostic tests. See
the appropriate device chapter in this manual for details of the tests possible for each
device.

Control Menu
The Control Menu can be accessed from the Device Diagnostics menu or from the
individual device tests menus. It permits you to view or modify the current control
settings. The following settings are provided:

Possible
Control Option Description Default
Values
Halt On Error Determines whether or not a test continues regardless of any error ON/OFF OFF
returned from any action (loop mode or run-to-run only)
Delay Test Times Delays each test for a duration defined by the operator when run in 0 - 99 0
loop or run-to-run mode (the individual device tests are run sequen- seconds
tially as one test).
Log Updates and Used to enable/disable log and tally updating during the ON/OFF ON
Tallies operation of diagnostic tests.

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 7

Hardware Information and Recovery

The functions under this Sys App main menu option are:

Replace Device (Power Devices Down) ‐

This option allows all devices to be powered down except the PC core, so that a device
can be replaced without re‐booting the whole terminal. After selecting this option, you
will be prompted to confirm you wish to power down all devices, and you can then do so
using the CE service switch, located behind a cover beside the main on/off switch. A
narrow probe, such as the shaft of a screwdriver, is required to access the button. On
powering the devices back on, a result screen will display which devices are still present
from before the power down, and which devices have been added.
Replacing one of the following devices will trigger a status of “Device not authorised” on
the device status list:
 USB EPP2
 USB PPD
 USB iMCRW
 USB Smart Dip Card Reader
 USB Cash Dispenser
 USB GBRU.
The ‘Device not authorised’ status can be cleared from the list as usual provided a USB
Service Key with Parts Replacement permission is present in the PC core.
Reset Device (Cycle Power) ‐
This powers down all devices except the PC core, and then immediately restores power,
effectively resetting all devices. When the devices are powered back on, a results screen
displays which devices are still present from before the power down, and which devices
have been recovered by the reset.

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
8 Diagnostics Overview

Reset USB Ports ‐

This resets all USB ports, and displays a results screen listing which devices are still
present from before the reset and which devices have been recovered. This function
allows recovery of USB functionality, without re‐booting the terminal, in situations
where a USB connection is lost for an undetermined reason while the device is still
physically connected.
USB Viewer ‐
Lists all devices with functioning USB connections, and to which port they are attached
on which hub. Selecting a device from the list displays the detail of the connection,
allowing the USB cable to be identified and the connection to be traced from device to
hub(s) to core. This option provides an initial check whether or not the system is ‘seeing’
a device. Physical removal and replacement of a USB connector will be reflected in USB
Viewer almost immediately./
Device Manager ‐
Similar to Microsoft Windows Device Manager, this option allows the user to view the
status of the PC devices attached to the system, such as modems, comms ports and
networks cards.
Troubleshooting Example ‐
a device is reporting a loss of USB communications:
1. Check the USB connections at the device, the hub and the pc core. Re‐connect the
cables if they are disconnected. If they are connected correctly, proceed to the next
step.
2. Use USB Viewer to determine if the terminal is ‘seeing’ the device, now that the
cables have been checked. If not, proceed to next step. If the terminal has found the
device but the fault is still being reported, proceed to step 4.
3. Use Reset USB Ports to attempt to recover the USB connection. If this does not work,
proceed to next step.
4. Use Reset Device to attempt to recover the device driver. If this does not work,
proceed to next step.
5. Use Replace Device to power off all devices without re‐booting the pc core. Replace
the faulty FRU (field replaceable unit) on the device.

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 9

Device Self Tests

This option from the Sys App main menu provides access to device self tests which can
be run to check whether or not a device is operational, or to diagnose the cause of a
fault.

Use either the touchscreen or keypad to select one or more test, or choose the ‘Select
All’ option. Tests can be de‐selected by pressing the touchscreen area or numeric key
again. Then select ‘Run Test(s)’ to run the chosen test(s).
The self tests are run in the order in which they appear on the Device Self Tests menu.
During some self tests, prompts may be displayed requesting that an action is
performed. If these actions are not performed the test may not be completed
successfully.
After the tests have been run, a screen will display the results, showing which tests
failed, passed or were incomplete.

Event Logs
The Event Logs which can be selected from this option are:
 Software
 Communications
 Device.
A summary screen is displayed, listing all events in the selected log. From this screen,
detailed information can be displayed by selecting an event in the log, or the whole log
can be saved to a removable memory device.
Choosing the option ‘Filter’, allows you to display only the events for a particular device
or reason code, as appropriate.
The software events include:

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
10 Diagnostics Overview

 Sequence Number and Date/Time

 Source File Name
 Line Number
 Physical Process Name
 Logical Process Name
 Logical Thread Name
 String Data.
The communications events include:
 Sequence Number and Date/Time
 Service Name
 Severity
 M_Status.
The device events include:
 Sequence Number and Date/Time
 Service Name
 Device Name
 M_Status
 M_data
 T_code.

Service Tallies
The Service Tallies function provides access to a menu where a list of Tallies can be
displayed, cleared and saved to a removable memory device.

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 11

Device Status List

This function displays a list of all device states requiring attention.

The following information is provided for each device state:

 Device Name ‐ the name of the device that requires attention.
 Description ‐ a short description of the problem.
 Attention ‐ whether the state requires attention “now” or will require attention
“soon”.
 User category ‐ this specifies what type of user is able to deal with the state, a
Customer Engineer or an Operator. (A user category of “CE may be required”
indicates that an operator can attempt to deal with the state and if the operator fails
to clear it a CE should be called).
 Self Clearing ‐ whether the device state is self‐clearing or not. A self‐clearing device
state is automatically removed from the list when the user takes the required action.
For a non‐self‐clearing device state the user must indicate to System Application that
action has been taken, by clearing the state.
 Status ID ‐ the unique status id identifies the status at a system level and can be
useful when reporting and tracking faults.

CE Second Line Support Utility

If the CE Second Line Support Utility DVD (product id G531‐1040‐0000) is present in the
disk drive, selecting an individual item from the device status list will display a summary
screen, prompting the user to choose to either clear the state or to see more details.

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
12 Diagnostics Overview

The ‘More Details’ options displays a list of possible root causes for the device state, in
order of probability, from highest to lowest.

Selecting a root cause displays a summary screen giving the recommended isolation and
resolution procedures for that cause. Certain root causes have enhanced leadthrough,
which provides detailed resolution instructions, and graphics to illustrate them.
Some root causes can be cleared by routine actions such as replenishment or jam
clearance, in which case first line maintenance (FLM) leadthrough will be displayed with
step by step instructions and video.

Clearing a Device State

The user can choose to clear individual device states or to clear all the states at once. A
device state should only be cleared after the user has performed the actions required to
clear the device state.
Clearing an Individual State

1. Select the device state to be cleared.

2. If the selected device state can be cleared by more than one action, a screen will be
displayed for the user to indicate which action has been performed to clear the state.
3. If clearing a device state affects a device’s life counts then a prompt is displayed
asking the user to confirm that the action has been performed.
4. The device self test is run to check that the device is operational.
5. Select the ‘Previous’ FDK to return to the Device Status List screen.
Clear All

The Clear All option should only be used if all of the reported device states have been
dealt with.
1. Select the ‘Clear All’ FDK.

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 13

2. The device self tests are now run to check that the devices are operational.
3. Select the ‘Previous’ FDK to return to the Device Status List screen.

Device Servicing
This menu option should be used to report that a device servicing action (for example
replacing the cash handler suction cups) has been performed when the Device Status List
is not reporting that the action is required.
The user should only select an action on the menu after they have actually performed
that servicing action. Selecting an action will run a self test on the device, to check that
the action has been successfully performed and that the device is operational.

Save Module Life Counts

The Save Module Life Counts option saves the following module variable types to a
removable memory device:
 Tallies with no thresholds
 Life counts with single thresholds
 Life counts with double thresholds.
For each module variable, a record containing the following information is saved:
 Device Name
 Module Name
 Variable Name
 Variable Value
 Threshold 1 Value (only if variable has single or double thresholds)
 Threshold 2 Value (only if variable has a double threshold).

Self Service Configuration

Provides a set of options that are used to configure the terminal or display configuration
information. These options are:
 Display Hardware Details
 Display Software Details
 Set Device Configuration
 Set Date and Time
 Set Active Language
 Set Active Printer
 Set terminal Properties.

Display Hardware Details

Select the Display Hardware Details option to display the hardware configuration. This
information includes:

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
14 Diagnostics Overview

 Product Class
 Serial Number
 A list of all the fitted devices fitted.
This information can be saved to a removable memory device.

Display Software Details

Select the Display Software Details option to display the software configuration. This
information includes:
1. The Operating System name, version and build numbers.
2. The Self Service software name, version and build numbers.
This information can be saved to a removable memory device.

Set Device Configuration

Select the Set Device Configuration option to configure devices. A list of devices which
can be configured is displayed. See NCR publication “Self Service Support ‐ System
Application User Guide”, B006‐6167 for details of the configuration of devices.

The following devices have only a basic configuration parameter:

 Alarms
 Remote Relay
 Remote Status Indicator
 Proximity Detector
 Advert light
 Fascia Light.
These basic configuration parameters can be toggled between PRESENT and NOT
PRESENT for each device. Setting the parameter to NOT PRESENT will “hide” the
presence of a device from any software which requests details of the devices fitted to the
terminal. Setting the parameter to PRESENT will allow any software which requests
details of the devices to be made aware that this device is present. Changes to the
parameters for any of the devices require the terminal to be reset before the changes
take effect.
The following further options are available under Set Device Configuration:
Hardware Information and Recovery ‐
displays the following menu choices:
 Firmware version ‐ displays device firmware versions
 Device Recovery Wait Time ‐ allows the user to configure how long Sys App waits for
devices to be seen after power is either cycled or switched off and on, using Reset
Devices or Replace Device from Hardware Information and Recovery option under
the Device Diagnostics menu. Default value is 90 seconds.

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 15

 PC Information ‐ allows the user to perform PC troubleshooting by displaying PC

hardware and network information, such as details of bios, core, operating system,
disk drive, disk space remaining, communication ports.
 GBRU Power Off ‐ allows the user to specify whether or not the GBRU power supply is
included in the 24V power down or reset functions in the Hardware Information and
Recovery option under the Device Diagnostics menu. This option is only displayed if a
GBRU is configured in the terminal.
General Device Configuration ‐
allows device start‐up error logging to be enabled or disabled. Disabling logging reduces
the number of unnecessary event log entries, however, temporarily enabling device
startup error logging can be useful, for example to debug a startup error.

Set Date and Time

Modifies the settings of the operating system date and time. The date format is
DDMMYYYY and the time format is HHMMSS.
If the user does not have Windows access rights to change the operating system date
and time, then a prompt will be displayed indicating this and the user will be returned to
the Self‐Service Configuration menu.

Set Active Language

All terminals are supplied with at least one language, used by the System Application for
all text which it displays and saves to a removable memory device. Select the Set Active
Language option to view or modify the language used.

Set ATM Properties

The following properties are displayed:
 Product Class
 Manufacturing Plant Code
 Serial Number
 Tracer Number
 Geographic Address
 Location of Operator Panel.

Service Manual
When a service key with the appropriate access permission is in use and the encrypted
CE Second Line Support Utility DVD is present in the disk drive, this option from the Sys
App main menu displays the appropriate service manual. Individual chapters can be
selected and are displayed in pdf format.

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
16 Diagnostics Overview

Transaction Counters
The transactions on certain devices (dispensers, depositories, printers) are logged every
hour. These counters can either be viewed or saved to removable memory device via this
menu option, providing data for analysis by second level support, e.g. tracking
transaction trends and service level agreements.
The information displayed includes:
 Device name and id number
 Instance ‐ how many of this device have been installed
 Variable ‐ what is being counted
 Current Device Value ‐ transaction count for this instance of the device
 Number of Previous Devices
 Previous Devices Value ‐ total number of transactions counted for all previous
instances of the device.

LEVEL 0 DIAGNOSTICS
The Level 0 Diagnostics are contained in EPROM/ROM on most of the devices. The tests
are grouped into three types as follows:
 Power‐up diagnostics
 Switch selectable diagnostics
 Extended diagnostics.
The diagnostics tests for each device are detailed in the relevant device chapter in this
manual.

Power‐up Diagnostics
The central processing unit has diagnostic routines stored in an area of on‐board ROM.
These tests run at power‐up or reset and any errors found are indicated by beeper tones
on the speaker, messages on the monitor screen, and hexadecimal codes on a bank of
LEDs. The diagnostics are completed before loading the operating system and there is no
way of changing the order of the tests or of selecting individual tests.
Power‐up diagnostics are found on:
 Processor boards
 PC Communications Module
 Dispenser Control Board
 Depository Control Board.
The tests operate in four phases:

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 1
Diagnostics Overview 17

Initial Processor Diagnostics

Initial processor diagnostics make basic checks on the timers, the system I/O port, ROM
and RAM memory, the bus logic, DMA, Interrupt Controller and Peripheral Interface ICs
to verify that the board is functioning properly.

System Test And Initialization

After the initial diagnostics, the routines determine what system hardware is installed
and test and initialize that hardware. Progress is shown by test messages.

System Configuration Verification

When initialization is complete, the routines compare actual hardware found with the
definition of expected hardware held in battery‐protected CMOS memory. If these agree
then the level 0 phase is complete. If they differ, an error message is displayed and the
SETUP message is given.

Extended Rom Bios Diagnostics

Checks each of the boards present within the PC core to ensure that it is functional.

Switch Selectable Diagnostics

Switch selectable diagnostics can be accessed by operating a switch. This type of test is
found on the printers.

Extended Diagnostics
Extended diagnostics can be selected to run individually and the mode of operation can
also be selected by switches.
Some electronics boards are provided with an extended diagnostics test facility. ROM
resident diagnostic routines can be accessed by setting on‐board switches to select
individual tests. Test results are given in hexadecimal codes displayed on LEDs on the
boards.

TEST TOOLS
The following tools are required for diagnostic testing:
 NCR USB Service Key ‐ Product ID G531‐1004‐0000
 NCR CE Second Line Support Utility ‐ Product ID G531‐1040‐0000
 Bootable System Application ‐ Product ID G531‐1050‐0000
 Card reader test cards:
 Cleaning card (Sanac) ‐ 998‐0052929
 Test track 1/2/3 ‐ 009‐0003479
 Passbook.

NCR — CONFIDENTIAL AND PROPRIETARY December 2012

Use pursuant to Company Instructions
 1
18 Diagnostics Overview

Bootable System Application

The purpose of the Bootable System Application for APTRA is:
 To allow the diagnosis of hardware or APTRA XFS software faults, if System
Application cannot be accessed from within Supervisor or the terminal is in a
persistent restart state.
 To provide a reliable and consistent software platform to speed up analysis and issue
resolution, when it is not clear if the problem is caused by a hardware or a software
fault
 To provide diagnostics without using software on the hard disk.

December 2012 NCR — CONFIDENTIAL AND PROPRIETARY

Use pursuant to Company Instructions
 Device Diagnostics Hardware Information & Recovery

0 Page Up 0 Page Up

1 Hardware Information & Recovery 1 Replace Device

2 Monitor 2 Reset Device

3 Alarms 3 Reset USB Ports

4 Advert Light 4 USB Viewer

5 USB Cash Dispenser 5

6 USB Cash Dispenser 02 6

7 Cheque Processing Module 3 7

8 USB Receipt Printer 8

System Application Main Menu 9 Page Down
9 Page Down

0 Page Up

1 Device Diagnostics

2 Device Self Tests Device Status List

Product Class 6634.2
3 Event Logs Event Logs
4 Service Tallies 0 Page Up
0 Page Up
5 Device Status List
1 Software Log USB Cash Dispenser
Device Servicing Top Cassette Removed
6 1 Attention required now
2 Device Log Operator required
7 Save Module Life Counts State is self-clearing
3 Communications Log Status ID:155.1.6.7.0.65
8 Self-Service Confirguration
Clear
4
9 Page Down USB Receipt Printer
5 Paper Not Loaded
Attention required now
2
6 Operator required More CE
System Application Main Menu State is self-clearing Details Leadthrough
7 Status ID:138.0.4.10.0.12

0 Page Up
8
KEY SYSTEM APPLICATION MENUS

9 Page Down
1 Service Manual
9 Page Down
2 Transaction Counters

Use pursuant to Company Instructions

5

NCR — CONFIDENTIAL AND PROPRIETARY

6
Self Service Configuration Set Device Configuration Hardware Information & Recovery
7
0 Page Up 0 Page Up 0 Page Up
8
1 Display Hardware Details 1 USB Integrated Motorised Card Reader/Writer 1 Firmware Version
9 Page Down

2 Display Software Detailsr 2 USB Graphical Operator Panel 2 Device Recovery Wait Time

3 Set Device Configuration 3 USB Receipt Printer 3 PC Information

4 Set Date & Time 4 Sound 4 GBRU Power Off

5 Set Active Language 5 USB Touch Screen 5

6 Set Active Printer 6 HID UPS Device 6

7 Set ATM Properties 7 Hardware Information and Recovery 7

8 8 General Device Configuration 8

9 Page Down 9 Page Down 9 Page Down

Diagnostics Overview
1

December 2012
19