cantaloupe ePort Engage Combo User manual

ePort Engage Combo
Installation Guide
THE COMPLETE INSTALLATION & OPERATIONS REFERENCE GUIDE

Welcome
to Your New Device
THE EPORT ENGAGE COMBO
Congratulations on your purchases of Cantaloupe’s new ePort
Engage Combo Device. This installation guide has been
created to help you get up and running. Please be sure to
read this manual thoroughly and refer to the pre-installation
information content in the Before You Get Started section for
additional resources and information.
cc
PAGE 2

Table of Content
BEFORE YOU GET STARTED.............................................. 4
TOOLS REQUIRED FOR INSTALLATION.........................................5
INSTALLATION KIT CONTENTS .......................................................6
PRE-INSTALLATION INFORMATION......................................................7
INSTALLATION OF THE EPORT ENGAGE DEVICE........ 8
DRILLING INTO YOUR VENDING EQUIPMENT...................................9
INSTALLING THE EPORT ENGAGE DEVICE.................................10
SYSTEM CONNECTION TO THE DEVICE...........................................11
EXPECTED START-UP BEHAVIORS....................................12
START UP SEQUENCE - NO ISSUES..................................................13
CHIP PAYMENT ACCEPTANCE SEQUENCE .......................................14
TAP PAYMENT ACCEPTANCE SEQUENCE........................................15
SWIPE PAYMENT ACCEPTANCE SEQUENCE..................................16
EPORT ENGAGE COMBO
INSTALLATION GUIDE
PAGE 3

Before You Get
Started
SECTION 01
TOOLS REQUIRED FOR INSTALLATION
INSTALLATION KIT CONTENTS
PRE-INSTALLATION STATEMENT PROCEDURES
PLEASE NOTE:
The Engage Combo device may need to download
and process software updates when it is first
installed and powered on. Please allow the system
to fully complete all updates before attempting any
test swipes. Please do NOT power down the unit
while the updates are processing as this may result
in unexpected behavior.
PAGE 4
Section 01
Before You Get Started

TOOLS REQUIRED FOR INSTALLATION
1.Power Drill (corded or battery operated)
2. 11/32" Nut Driver
3. Phillips Head Screwdriver
4. 8mm Metric Wrench
5. Wire Cutters
6. Safety Glasses
7. 3/4" Deep Wall Socket
8. Pliers
9. Step Bit* (1/2”, ¾”,
and 1” drill bits)
10. 5/32” Drill Bit
11. Zip Ties
Figure 1.1
*Alternatively, you can use the individual drill bit sizes in place of the step bit.
EPORT ENGAGE COMBO
INSTALLATION
PAGE 5
Section 01
Before You Get Started

INSTALLATION KIT CONTENTS
1.ePort Engage Combo Device
2. USD Bill Guide Insert
3. NPC Cable
4. Antenna
5. MDB Cable
6. DEX Cable (To Machine)
7. DEX Cable (To Combo)
IMPORTANT: In some cases, you may need to order a regressor depending on where you
choose to mount the device and if there are clearance issues, contact Cantaloupe's
Customer Care at 1-800-341-7677 for more information.
PAGE 6
Section 01
Before You Get Started

INSTALLATION INFORMATION
Thank you for purchasing the ePort Engage Combo.
Before you start, please read the instructions thoroughly
and then take a few moments to plan your installation.
Pick a mounting spot that will allow for ease of access
and will not interfere with any moving parts in your
vending equipment. You must have a signed ePort
Connect Services Contract and bank account assigned to
this device for it to be able to accept credit card
transactions.
Please call Cantaloupe's Customer Care at
1-888-561-4748, ifyou need activation documents or have
any technical issues with your device.
You must have a signed ePort Connect Services Contract and
bank account assigned to this device for it to be able to
accept credit card transactions. Please call
Cantaloupe's Customer Care at 1.888.561.4748 ifyou
need activation documents.
For instructional videos and installation tips for your vending device, please visit us at
https://www.cantaloupe.com/help-center/r/touchscreen-installation-guides or scan the
QR code above with your smart phone or tablet for quick, direct access to the installation videos for
your specific vending equipment below.
EPORT ENGAGE COMBO
INSTALLATION
PAGE 7
Section 01
Before You Get Started

REQUIRED ACCESSORIES
While most machine makes and models can function
normally without any additional accessories, some
machines (particularly older models) may require a
firmware update or additional accessories to function.
Before going to install an Engage Combo on your
machines, please take a moment to visit our ePort
Engage Combo Accessories FAQ page. Here you will
find information on the types of accessories available,
and a compatibility chart of machines that require
additional accessories.
Please visit or scan the QR code on this page with
your phone or tablet to access the ePort Engage
Combo Accessories FAQ.
Ifyou still have questions about the ePort Engage Combo or it's accessories, please view the
following pages on our website for more information:
PAGE 8
Section 01
Before You Get Started

Installation of the
ePort Engage Combo
SECTION 02
DRILLINGINTO YOUR VENDING
EQUIPMENT INSTALLING THE EPORT
ENGAGE DEVICE SYSTEM CONNECTION
TO THE DEVICE
EPORT ENGAGE COMBO
INSTALLATION
PAGE 9
Section 02
ePort Engage Combo Installation

INSTALLING THE EPORT ENGAGE COMBO DEVICE
1. It is time to set up the antenna. It should be mounted on top of the vending equipment, so
be sure not to drill into anything that is already on top ofthe machine or that which could
cause clearance issues.
2. Once you have the surface on top selected, drill a 1/2" hole on top leading into the
vending equipment.
3. Feed the antenna wiring through the 1/2" hole and fasten the nut tightly to the shaft of the
antenna to hold it firmly in place (see figure 2.3).
Note: The nut that comes with the installation kit has a slot on it to make it
easy to slide into place before firmly securing it to the antenna.
4. Locate 4 11/32’’ nuts that secure the bill validator to the vending machine. Remove
these nuts and remove bill validator from machine.
5. With Bill Validator facing you remove the four screws that secure the mask to the
validator.
6. Take the Engage Combo Unit and install the Antenna connection first followed by
MDB and then DEX.
7. Once all connections are secure, place two wires to the left and two wires to the right.
8. Take the bill validator and place over the Engage Unit. Make sure that no wires are
pinched between the Combo and the Bill Validator.
9. Rotate Combo and Validator in your hand and reinstall the 4 screws removed earlier.
10. Reinstall Bill Validator and secure the four nuts removed earlier.
figure 2.3 figure 2.4
EPORT ENGAGE COMBO
INSTALLATION
PAGE
10
Section 02
ePort Engage Combo Installation

SYSTEM CONNECTION TO THE DEVICE
1. Now that the Engage device is secured to the vending equipment, it is time to connect the
MDB and DEX cables.
2. Connect the DEX cable to the DEX port on the vending equipment. There are several
areas inside ofthe vending equipment that house a DEX port, making it versatile where
you can connect your DEX cable. There are optional DEX Ycables that can also be used
for installation if necessary (see figure 2.5).
Note: If you choose to use a DEX port that is located on the door frame, you'll need
to take it apart and let the cable hang, otherwise it will hit the back of your vending
equipment which could damage the cable over time.
3. Connect MDB cable to the connection point directly from the main board. All other MDB
connections should follow after the Engage (plugged in 'first in line' to the board). If the
Engage is plugged in behind any other equipment, it could cause reporting or
communication errors.
4. Now that the cable is connected, power the vending equipment back on and check the
front ofthe equipment to make sure the power is connected correctly and is booting up.
Note: It may take several minutes for the machine to fully reboot, gather it's IP
Address, and load additional files to operate.
figure 2.5
PAGE 11
Section 02
ePort Engage Combo Installation

Expected Start-Up
Behaviors
SECTION 03
START UP SEQUENCE - NO ISSUES
CHIP PAYMENT ACCEPTANCE SEQUENCE
TAP PAYMENT ACCEPTANCE SEQUENCE
SWIPE PAYMENT ACCEPTANCE SEQUENCE
EPORT ENGAGE COMBO
INSTALLATION
PAGE 12
Section 03
Expected Start-Up Behaviors

START UP SEQUENCE - NO ISSUES
The start-up sequence typically takes about 40 seconds to power on and become ready to
make a sale. This time can differ depending on how long the vending machine takes to
communicate with the card reader and the cellular signal reception.
The screen will display this sequence on power up:
•System Initializing –a progress barwith percent complete will be shown
•Blank white screen
•White screen, ‘Loading ……’, ‘Please wait …..’
•Blank white screen
•Blue gradient background with Cantaloupe logo ‘cantaloupe’ near the top ofthe
screen with "chip, tap, and swipe" logos displayed.
•4 simulated LEDs will blink at the top of the screen
•Under the ‘cantaloupe’ logo and wording, ‘Not ready’ may be shown until the device is
ready to accept transactions. During the Start-up Sequence the words ‘Not Ready’ will
appear on the screen as the device connects to our system. This is also when the Device
Serial Number will be appearing on the screen.
•Screen will switch from ‘Not ready’ to ‘Ready’
•Bottom of screen will display ‘Tap, insert, or swipe payment to begin’
The very first time the device is powered up in the field, it is recommended to
perform a test swipe using a driver card (maintenance or gift card).
•Ifthis test swipe succeeds, the device is ready for use.
•Sometimes, this will result in an error such as ‘Couldn’t reach network’, and the device
will return to the ‘Not ready’ / ‘Waiting for network’ state for about a minute.
•Once the device returns to the ‘Ready’ state, reattempt the test swipe. If there are no
problems with the device’s cellular provisioning, this second attempt will succeed.
Note: If the second swipe does not approve, power cycle the machine, allow the
device to complete the start-up sequence, then perform a third test swipe.
PAGE 13
Section 03
Expected Start-Up Behaviors
PLEASE NOTE:
The Engage device may need to download and process software updates when it is
first installed and powered on. Please allow the system to fully complete all updates
before attempting any test swipes. Please do NOT power down the unit while the
updates are processing as this may result in unexpected behavior.

CHIP PAYMENT ACCEPTANCE SEQUENCE
The device will beep and show the below messages during the transaction process. The
screen will display text. Upper and lower areas of text will be indicated using a forward slash
(/) as a separator (see figure 3.1).
•‘Please wait’ / ‘Processing …Do not remove card’
» Once a card is inserted, a ‘beep’ will indicate that the card has been recognized
» Card information is being read
•‘Please wait’ / ‘Authorizing …Remove card’
» Card information is being sent for authorization
» Card has not been detected, remove the card and try again
•‘Please wait’ / ‘Authorizing…’
» Card authorization is still in progress, do not remove the card
•‘Approved’ / ‘Waiting for vending machine’
» Card authorization has been received and credit is being applied to the vending
machine
•'Approved'/'Select item'
» Vending machine has confirmed receipt ofcredit and you may now select your item
figure
3.1
EPORT ENGAGE COMBO
INSTALLATION
PAGE 14
Section 03
Expected Start-Up Behaviors

TAP PAYMENT ACCEPTANCE SEQUENCE
The device will beep and show the below messages during the transaction process. The LEDs
on the top ofthe screen will display information about the card reading process. The screen will
display text. Upper and lower areas of text will be indicated using a forward slash (/) as a
separator (see figure 3.1 on page 15).
•‘Please wait’ / ‘Processing… Do not remove card’
» Card information is being read, do not remove the card
» LEDs on the top ofthe screen will light up from left to right
» The device will beep once the card information has been read
•‘Please wait’ / ‘Authorizing… Remove card’
» LEDs will return to ‘off’
» Card information is being sent for authorization
•‘Please wait’ / ‘Authorizing…’
» Authorization is still in progress
•‘Approved’ / ‘Waiting onvending machine’
» Card authorization has been received and credit is being applied to the vending
machine
•‘Approved’ / ‘Select item’. A‘cancel’ button is displayed onthe touch screen ofthe card
reader.
» Vending machine has confirmed receipt ofcredit, you can select 'cancel' ifyou wish to
cancel the current authorization for an item selection
PAGE 15
Section 03
Expected Start-Up Behaviors

SWIPE PAYMENT ACCEPTANCE SEQUENCE
The Device will beep and show the below messages during the transaction process. The
screen will display text. Upper and lower areas of text will be indicated using a forward slash
(/) as a separator (see figure 3.1 on page 15).
•‘Please wait’ / ‘Authorizing…’
» Authorization is in progress. Card data has already been read.
•‘Approved’ / ‘Waiting for vending machine’
» Card authorization has been received and credit is being applied to the vending
machine
•‘Approved’ / ‘Select item’. A‘cancel’ button is displayed onthe touch screen ofthe card
reader.
» Vending machine has confirmed receipt ofcredit
SINGLE VENDING/MULTI-VENDING SEQUENCES
Single Vending
Multi-Vending
•‘Approved’ / ‘Select item’
•‘Please wait’ / ‘Vending item…’
•Displayedonce vending machine has
reported a selection has been made
•‘Thank you’ / ‘1 item vended ($x.xx)’
•Displayed once the vending machine has
reported vend success to the card reader
•The last message will be ‘Thank you’ /
‘1 item vended ($x.xx)’. this will be the total of
how much was spent including two-tier.
Once the device is ready the multi-vend mode acts
like a series of single vend sequences that adds
the total spent by the customer at the end of each
sale including any two-tier pricing.
•‘Approved’ / ‘Select item’
•‘Please wait’ / ‘Vending item…’
•Displayedonce vending machine has
reported a selection has been made
•‘Thank you’ / ‘N items vended ($x.xx)’
•Displayed once thevending machine has
reported vend success to the card reader
•‘Thank you’ / ‘Select another item’
•Displayed once the vending machine has
been recredited with the remaining balance
from the initial authorization.
The cycle will repeat until no more credit is
available orthe max number of items allowed in a
single sale has been reached. The last message
will be ‘Thank you’ / ‘x items vended ($x.xx)’. this
will be the total number of items vended to the
customer and the total of how much was spent
including two-tier fee.
EPORT ENGAGE QUICK START
GUIDE
PAGE 16
Section 03
Expected Start-Up Behaviors

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