Navy Cash Training Disbursing Unit 6: Maintenance Procedures

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Navy Cash TrainingDisbursing Unit
6Maintenance Procedures
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Objectives

• Demonstrate hardware and software maintenance
  procedures
• Demonstrate how to replace damaged or lost
  components.
• Explain various software maintenance procedures.
• Explain procedures used to resolve system
  casualties.

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Hardware/Software Maintenance Procedures
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Preventative Maintenance

• On a daily basis
• Check Cluster Administrator program on the
  server.
• A change of nodes could indicate a failure of a
  component or of a NC service.
• Perform server backups
• Failing to perform backups will fill the server
  hard drive and over time cause it to crash.
• Verify that backups have been completed.

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Preventive Maintenance (cont)

• On a weekly basis
• Wipe down all unit screens.
• Clean card readers in the K22, K80 and CADs with
  card reader cleaners.
• Power the server off then bring the server back
  online bi-weekly.
• On a monthly basis
• Open up K80s and blow out accumulated dust
  including the card reader.
• Blow out dust around the routers.

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Preventive Maintenance (cont)

• Every 2 years
• Replace the lithium battery inside the K22
• Step 1 Open back of k22 by pressing and lifting
  off the lid positioned on the back of the
  terminal.
• Step 2 Remove three AA batteries if
  installed.
• Step 3 Push up lithium battery to release. This
  will cause the lithium battery to pop out.
• Step 4 Press new lithium battery into place
  with the symbol facing up.
• Step 6 Replace the AA batteries and replace
  the back panel cover.

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Preventive Maintenance (cont)

• NOTE Data will be lost if the lithium battery
  is removed while there is no power being applied
  to the K22. Make certain all transactions are
  downloaded prior to changing out the lithium
  battery.

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Troubleshooting NC Equipment
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Troubleshooting CATM

• CATMs run Built-In-Test (BIT) on startup. If a
  problem occurs, a BIT message will be displayed.
• BIT error messages are detailed in the SOP.
• Most of the problems will likely deal with jammed
  cards, bad Security Access Module (SAMs), or
  downed LANs.

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CATM and Jammed Cards

• To remove jammed cards
• Open the K80 and remove power before using the
  black and red switches at the back of the
  motherboard.
• Remove the card reader, then remove the back
  cover plate, locating the dial.
• Dial the card out.
• When placing the card reader back into the K80,
  verify that the card reader is aligned with slot
  so that NC cards slip in and out easily.

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CATM and Jammed Cards (cont)

• In severe cases
• You may need to use a pair of needle nose pliers
  to remove card.
• You may also need to remove the cover from the
  card reader to access cards.

• When placing the card reader, verify that the
  card reader is aligned with slot so that cards
  slip in and out easily

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Cleaning/Replacing K80 SAMs

• SAM stands for Security Access Module.
• Each point of sale device in NC has a SAM.
• If the K80 keeps spitting out cards, there are no
  jammed cards inside, the network is up, and all
  else looks normal, try
• Cleaning the SAM
• Changing the SAM.

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Cleaning/Replacing K80 SAMs (cont)

• Tools required to change the K80 SAM are
• Phillips head screwdriver
• Needle nose pliers
• Replacement Secure Access Module (SAM)
• K80 key (from Disbursing Officer or deputy)
• Navy Cash card.

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Cleaning/Replacing K80 SAMs (cont)

• Open K80, using K80 key
• Turn off K80 by flipping the black on/off switch
• Turn off main power by flipping the red switch

• Unplug the K80 power cord
• from the power supply.
• Locate the motherboard
• There are 13 wires and cables that need to be
  removed from the motherboard. Unplug the 13 wires
  and cables that attach to the motherboard, noting
  each location.

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Cleaning/Replacing K80 SAMs (cont)

• Using the Phillips screwdriver and needle nose
  pliers, unscrew and retain the four screws and
  washers.
• Carefully remove the motherboard from the K80,
  only touching the green sides of the motherboard.
  
• Once the motherboard is removed, look into the
  opening below it and locate the SAM holder.

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Cleaning/Replacing SAMs (cont)

• Slide the SAM holder backwards and it should
  release and spring upwards on a hinge.
• NOTE There should only be one SAM in the K80.
• Slide the SAM out of the holder, noting its
  orientation in the holder. Pay attention to the
  notched corner.

• Slide the new SAM in the holder, press down and
  slide holder forward to lock into place.

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Cleaning/Replacing SAMs (cont)

• Replace the motherboard, being careful not to
  lose any of the screws or washers.
• Plug the power cable back in the power supply.
• Turn on main power by flipping the red switch.
• Turn on K80 by flipping the black on/off switch.
• Test the K80 by inserting a Navy Cash card and
  performing a transaction such as checking the
  account balance.

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Troubleshooting K22s

• K22s run a built in test (BIT) upon startup. If
  there are any problems, a BIT message will be
  displayed on the screen.
• Replace any faulty K22 with a new unit. Each
  ship is issued several spares.

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Common Errors K22

• Card timeout
• K22 reads CARD TIMEOUT on screen. Simply pull
  out card and re-insert into slot.
• Card blocked
• Screen reads CARD BLOCKED. This means the user
  has entered PIN incorrectly 3 times and they
  must return to Disbursing, The member must then
  show ID to have the card unblocked or the PIN
  reset.

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Common Errors K22 (cont)

• K22 screen is dark
• Make sure the K22 has power. Ensure that the K22
  is either plugged in or has fresh batteries.
• Make sure that the small recessed red Cancel/Off
  key is not stuck under the lip and therefore
  constantly down not allowing the power to come
  on.
• Hold down the green OK key for a full five-count
  to re-initialize the K22.

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Common Errors K22 (cont)

• K22 turns off/on randomly
• Check strain relief cover and verify that the
  plug is connected firmly and the cover is in
  place.
• Ensure that the cable is not twisted at the
  connection point to the K22.
• If problems persists, replace K22 cable.

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Common Errors - CAD

• Transaction errors are displayed and the CAD does
  not logon
• Power on/off vending machine itself and see if
  the error clears itself.
• Clean SAM
• Change SAM
• Change CAD.
• Queue has transactions that are not downloading
• Check CADs online status. Ensure the LAN is up
  and the routers have power.
• Check cables from CAD to router.

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Common Errors CAD (cont)

• CAD displays OUT OF STOCK when there is stock
  in the machine
• Power on/off vending machine itself and see if
  the error clears itself.
• Clean SAM
• Change SAM
• Change CAD.
• CAD will not read any, even known working, cards
• Clean card reader
• Clean SAM
• If that does not work, change out SAM.

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Troubleshooting the Network

• If none of the Navy Cash devices are working
• Ensure that NN (No Network) is not in the
  upper-right hand corner of screen.
• Check to make sure that NCService is online. If
  not, reboot the server
• Verify that the LAN is up and working.

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Other System Problems

• Server problems
• For further help on problems that might occur
  with the servers, refer to the laminated sheet
  attached to the server.
• For help on removal and replacement of Navy Cash
  equipment, refer to the Navy Cash Maintenance CD.

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Customer Service Center

• When onsite troubleshooting cannot remedy the
  issue, contact the Navy Cash Customer Service
  Center for further support
• The CSC issues a case number when receiving a
  trouble call.
• CSC determines the severity of the issue and the
  response necessary to assist.
• CSC will provide phone support, a tech visit or
  trainer visit if deemed necessary to fix the
  problem.
• Ensure to utilize the trouble call worksheet when
  contacting the CSC.

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Customer Service Center (cont)

• When calling the CSC, always have
• Precise description of the problem.
• List of troubleshooting procedures that have been
  tried (i.e. pwr up/down server, switching nodes,
  cycling K80 or vending machines, etc.) and the
  results.
• Copy of config file.
• Note The more specifics you have, the better
  the assistance you will receive in
  troubleshooting and correcting the problem.

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Replacing Damaged/Lost Components
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Replacing Damaged/Lost Components

• Spare components are provided as a part of the NC
  installation.
• The Sales Officer is responsible for all CADs
  (including spares).
• The DISBO is responsible for all K22s
  (including spares)

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Replacing Damaged/Lost Components (cont)

• When a component fails, a spare will be installed
  in its place.
• For reference on how to remove/replace
  components, refer to your Navy Cash Maintenance
  CD.
• IF the need arises and you have no extra spares
  onboard, call the CSC. They will contact the NC
  depot, who will send a replacement.
• Always send back the failed component using
  packing materials that the replacement was sent
  in.

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Replacing Damaged/Lost Components (cont)

• Return failed parts to
• L-3 Titan Corporation - Engineering Services
  Division
• ATTN NC Depot
• Lower Receiving Dock
• 3033 Science Park Rd
• San Diego, CA 92121

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Software Maintenance Procedures
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View Log

• View Log provides access to current and
  historical records of system actions and error
  conditions. Used primarily to troubleshoot
  problems with DA.

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View Storage Usage

• The View Storage displays current state of disk
  usage in the system. Used primarily to
  troubleshoot problems with DA.
• Problems start to occur when there is no free
  space on the drives.

At least 2 GB of free space is required
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Software Errors

• A handout with a list of system error codes is
  provided as a part of the integration. The
  handout
• Includes most of the errors you will see on
  various screens concerning
• K80
• K22
• Always reboot unit/system to try and clear
  software errors.
• You are not expected to reload software. Any
  software reloading must be done with the
  assistance of technical personnel.

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Casualty Procedures
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NC Casualty Procedures

• If off ship communications go down, the NC system
  can run independently for several weeks.
• Anyone with SPO will be credited their pay using
  the Provisional Split Pay Option under the
  Utility Function.
• If the NC LAN or Server go down
• Use K22s offline (provided operator is logged on)
• CADs will continue to work unless ships power is
  lost.

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NC Casualty Procedures (cont)

• In the worst-case scenario, go back to using
  cash.
• Disbursing Office still carries cash
• The coin acceptors are still in place.
• When the system comes back online, the NC server
  onboard ship will be updated via shore
  communications.

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Summary

• Your maintenance functions are mainly verifying
  that the Disbursing Application and the CATMs are
  operating properly.
• Minor problems can be corrected onsite.
• If system problems occur and cannot be corrected,
  contact the CSC.
• If there are LAN upgrades or ship hardware
  upgrades that have taken place or are scheduled
  to take place, please notify the CSC
  immediately. These could impact Navy Cash
  operations.

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REMINDER

• Training is not over!
• During the week of Go-live you will receive OJT
  on everything you have just learned and more.

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Questions