Nortel Millennium Series User manual

Millennium terminals
Pocket troubleshooting
guide
All terminals
Document issue: 03.01
Document status: Standard
Document date: June 1998
© 1998 Northern Telecom (Nortel)
All rights reserved
Printed in Canada
NORTHERN TELECOM CONFIDENTIAL: The information
contained in this document is the property of Northern
Telecom. Except as specifically authorized in writing by
Northern Telecom, the holder of this document shall keep the
information contained herein confidential and shall protect
same in whole or in part from disclosure and dissemination to
third parties and use same for evaluation, operation, and
maintenance purposes only.
Information subject to change without notice
Millennium is a trademark of Northern Telecom
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ii
Revision history
June, 1998
This is the third standard issue of this
document.This troubleshooting guide
covers all vintages and types of Millennium
terminals. Any activities for individual
vintages and types of terminals which vary
from the common procedures are noted
within the text.
This issue combines the information from
the 01.01 (MSR 1.7) and 02.01 (MTR 1.9)
issuesand addsMTR2.0andSmartCity (an
e-purse application).
February, 1997
Standard publication of issue 02.01 of the
Millennium terminals troubleshooting guide
for MTR 1.9 version terminals.
January, 1996
Standard publication of issue 01.01 of the
Millennium terminals troubleshooting guide
for 1.7 and 1.7i version terminals.
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iii
Millennium terminals pocket troubleshooting guide
Table of contents
About this guide 1
In this guide 1
Other information 2
Security precautions 2
Before you start 3
Important precautions 3
Billing precautions 3
Access to the craft interface 5
Craft interface requirements 5
Electrostatic discharge (ESD) 6
Disconnecting power 6
Tools 7
Replaceable modules 7
Multi-pay and Coin basic 8
Two-line e-purse terminals 8
Large-screen terminals 8
Inmate terminals 8
Desk terminals 9
When you are finished 9
Before you leave the site 10
Using the craft interface 11
Accessing the terminal 12
What you need to start 12
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iv Table of contents
Issue: 03.01 Status: Standard Date: June 1998
Accessing the interface 12
Correcting errors 14
To INSTALL a terminal 14
Line and number checks 15
Answer supervision check 16
Downloading tables 16
Testing the keypad 17
Card reader tests 17
Coin path tests 18
Completing the INSTALL 18
Maintenance menu options 20
Bypassing the menu prompts 20
Maintenance menu codes 20
Accessing the maintenance menu 21
The main maintenance prompt 21
Ending the session 22
Card reader check 22
Coin unit check 23
CO line check 23
Display check 24
Dialpad check 24
Make/answer a call check 25
Telephone number check 26
Millennium Manager number check 26
Entering op codes 27
Millennium Manager download 27
Sending call detail records 28
Testing answer supervision 29
Changing VFD brightness 30
Testing memory 30
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Table of contents v
Millennium terminals pocket troubleshooting guide
Putting out of service 31
Putting back in service 32
SmartCity application prompts 32
Uploading FSU smart card records 32
Checking the SAM 33
SmartCity SAM errors 33
Error prompts 34
Download errors 35
Troubleshooting 37
Power warning 37
Understanding the problem 38
Terminal power requirements 38
Figure 1: Rear terminal PCP of Card
terminal 39
Figure 2: Rear terminal PCP, through-
hole control PCP 39
Figure 3: Rear terminal PCP, multi-
application control PCP 40
Figure 4: Desk set power connector 41
Voltage and cable requirements 41
Television interference 43
Start your investigation 44
Does the VFD work? 44
Check inside the terminal 44
Power problems: inside or out? 45
Figure 5: Diagnosing power problems 45
Figure 6: Testing power inside the
terminal 46
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vi Table of contents
Issue: 03.01 Status: Standard Date: June 1998
Borderline power problems 46
CO problems: inside or out? 48
Figure 7: Diagnosing CO line
problems 48
Testing CO inside the terminal 49
Figure 8: Testing CO line inside,
part 1 49
Figure 9: Testing CO line, part 2 50
If the VFD is blank 51
Figure 10: Diagnosing VFD problems 51
Cord and handset problems 52
Figure 11: Diagnosing handset
problems 52
Card reader troubleshooting 53
Figure 12: Card reader troubleshooting 54
Coin path troubleshooting 55
Figure 13: Indications of coin problems 55
Figure 14: Craft interface coin codes 56
Figure 15: Validator jam (Error 67) 57
Figure 16: Escrow jam (Error 68) 58
Coin box jams 59
Security PCP fault indications 59
Error messages 59
Coin box discrepancies 60
Datajack telephony PCP power 61
Figure 17: Datajack shorting loop 62
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Table of contents vii
Millennium terminals pocket troubleshooting guide
Terminal alarm messages 63
Maintenance warning 63
Alarms list 63
Craft interface error codes 81
Maintenance warning 81
Errors list 81
Documentation 94
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viii Table of contents
Issue: 03.01 Status: Standard Date: June 1998
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1
Millennium terminals pocket troubleshooting guide
About this guide
This guide contains information to help op-
erating company (telco) maintenance per-
sonnel to troubleshoot all types and
vintages of Millennium terminals.
In this guide
Aboutthisguide describeswhothisguide
is designed for and what it includes.
Beforeyou start describes whatyou need
to know before you start working on a
terminal, what procedures and steps are
required to prepare the terminal for mainte-
nance, and what to do when you are
finished working inside the terminal.
Using the craft interface describes how
to use the built-in troubleshooting tool,
which is used to run self-tests on terminal
functions, to download tables, and to
upload call detail records (CDRs).
Troubleshooting describes processes
and uses flow charts to pinpoint trouble-
shooting actions for terminal problems.
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2 — About this guide
Issue: 03.01 Status: Standard Date: June 1998
Alarm messages lists the alarm
messagessentto theMillenniumManager
by a terminal experiencing problems with
its hardware or functions. These
messages provide a place to start trouble-
shooting, and include corrective actions.
Error codes lists the error codes
displayed by the terminal when the craft
interface encounters problems. Each error
code has a description of the problem and
a suggested action procedure.
Other information
The information contained in this guide, as
well as specific installation and replace-
ment procedures are documented in
Millennium terminals documentation suite.
Security precautions
This book has been created in a handy-to-
carry size for your convenience.
Ensure the guide is kept in a secure place,
either on your person or in a secured tool
box. The information contained within this
guide is sensitive to use for fraud and/or
vandalism activities.
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3
Millennium terminals pocket troubleshooting guide
Before you start
This guide is designed to help you to trou-
bleshoot problems encountered while
servicing Millennium terminals.
Beforeusingthisguide,familiarizeyourself
with Millennium Multi-pay-based, Card-
based, and Desk terminals and the docu-
mentation pertaining to each type.
Detailed procedures for replacing parts
and testing terminal function are not
included in this guide. If you need detailed
instructions, refer to the terminal guides.
Important precautions
Read this section carefully before you
attempt to service the terminal.
Billing precautions
Upload the call detail records (CDRs) to the
Millennium Manager before changing a
control or telephony printed circuit pack
(PCP), the validator, or the escrow.
Then uninstall the terminal through the craft
interface.
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4 — Before you start
Issue: 03.01 Status: Standard Date: June 1998
After replacing the control PCP, firmware,
the validator, or the escrow, run the
INSTALL procedure. This procedure wipes
out existing terminal records.
• Uploading CDRs is described in termi-
nal documentation. This procedure
alsouploadsacoinbox statusforMTR
1.9 Multi-pay terminals.
• If an e-purse application is present,
transaction records need to be upload-
ed to the relevant collection center.
— SmartCity records are uploaded
manually, using the appropriate
craft interface prompt.
• Uploading the CDRs before you ser-
vice the terminal ensures the integ-
rity of terminal billing and
operational statistics.
• Arrangeacoinboxpickupforpre-MTR
1.9 terminals if you are going to re-
place a control PCP or firmware.
This is to maintain proper continuity of
the coin records with the Millennium
Manager.
• Do a coin collection if you are working
in the coin vault. Once a coin box is re-
moved it cannot be reinstalled.
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Before you start — 5
Millennium terminals pocket troubleshooting guide
Access to the craft interface
Totroubleshoot theterminal usingthe craft
interface, you must have maintenance-
level access privileges.
Directions for running the craft interface
are given in this book.
If none of the components are working, the
terminal likely has a power problem. This
mustbedealtwithbeforethecraftinterface
can be run. Refer to Troubleshooting on
page 37.
Craft interface requirements
• supplementary power on
• the vacuum fluorescent display (VFD)
must be at least partially working
Note: If the VFD is blank, refer to If the
VFD is blank on page 51 section.
The Coinbasicw/odisplay and Inmate
terminals require a portable VFD to
view the craft interface prompts.
Note: Wheninstallingaportabledisplay,
keep in mind that you must:
— enter the craft interface before un-
locking the terminal to install the
display
— disconnect the power before plug-
ging in the portable display
— in the case of the Inmate terminal,
once the portable display is in-
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6 — Before you start
Issue: 03.01 Status: Standard Date: June 1998
stalled, use the housing tiebars to
simulate locking and unlocking
since the terminal cannot be closed
• the control PCP must be operational
Note: If the control PCP does not work
you cannot upload CDRs or transaction
records. Follow operating company pro-
cedures for dealing with this event.
• the dialpad must work (Multi-pay/Card)
Electrostatic discharge (ESD)
To guard against damage to the electronic
boards in the terminal, ensure that you:
• Wear your ESD wrist strap and ground it
ontheterminal by clipping ittothe key in
the lock, or the right or left housing
mechanism (unpainted metal).
• Disconnect power from the boards be-
fore removing any board.
• If you remove a board (PCP) from the
terminal,place itinananti-staticbag.Do
not allow it to touch other PCPs.
Disconnecting power
Disconnect the power before discon-
necting any other cables. To disconnect
power from the terminal:
• Multi-pay/Card: disconnecttheterminal
block from the rear terminal PCP
• Desk: disconnect either at wall jack or
remove RJ11 connector from the hous-
ing.
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Before you start — 7
Millennium terminals pocket troubleshooting guide
Do not reconnect the power until you are
ready to close the terminal to run the craft
interface and terminal tests.
Tools
Below is a list of the tools needed to main-
tain the Millennium terminals:
Replaceable modules
The terminal components are designed in
replaceable modules. These include:
• customer-specific lock for the housing
• hookswitch/alerter bezel assembly
• alerter PCP
• upper bezel assembly
• handset/cord assembly/swivel assembly
• number card/instruction card, provided
by telco
• chip puller • butt-end test set
• multimeter • 7/16-inch wrench
• ESD strap • 7/8-inch wrench
• T- or L- tool • wire cutters
• dial test set • electrical tape
• cleaning card • test cards
• small slot-head screwdriver
• #1 type 1A cross-recess screwdriver
• #2 type 1A cross-recess screwdriver
• 5/32-inch hex wrench
• portable display (Coin basic/Inmate)
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8 — Before you start
Issue: 03.01 Status: Standard Date: June 1998
• window assembly
• telephony PCP/control PCP
• card reader/bezel or blank bezel
• vacuum fluorescent display (VFD)
• quick access keys bezel, or blank bezel
• rear terminal PCP
• ID bezels: plain, coin entry, datajack
• smart card alert daughter board (MTR
1.7/1.9-based terminals) (optional)
• IAS module (optional)
Note: Not all terminals have all modules.
Multi-pay and Coin basic
• vault door • coin vault lock
• security PCP • coin validator
• escrow • coin return
• coin guide in ID bezel
• coin box/coin box cover
• coin box rail/coin funnel
Two-line e-purse terminals
• multi-application control PCP with SAM
daughter board
Large-screen terminals
• VFD comes as a display assembly
• multi-application control PCP with ADSI
daughter board.
Inmate terminals
• steel instruction plate
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Before you start — 9
Millennium terminals pocket troubleshooting guide
Desk terminals
If the control PCP needs replacing, the
whole set is replaced. However, there are
some components which can be replaced
within the terminal, including:
• card reader assembly, with coin shield
• data jack daughter board/IAS module
• coil cord and handset
• line cord
• instruction cards, supplied by operating
company
When you are finished
When you have replaced a part on the
terminal do the following checks.
Before you reconnect power, check:
• all ribbon cables are properly connected
• no cables are kinked or pulled too tight
• telephonyandcontrolPCPsareproperly
seated in their frame and the intercon-
nect cable is attached correctly
Restore terminal to operation, then:
• Run the INSTALL routine if you replace
a control PCP or firmware, the validator,
or the escrow.
• Use the craft interface to force a down-
load of tables if you added optional fea-
tures, such as quick access keys or a
smart card alert or replaced the telepho-
ny PCP.
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10 — Before you start
Issue: 03.01 Status: Standard Date: June 1998
• When opening and closing Multi-pay or
Card terminals, ensure that the gaskets
onthefronthousingareundamagedand
properly seated.
• E-purse terminals: depending on the
application, you may need to run the
craft interface menu test which confirms
that a valid SAM is present.
Testing the functions
When the craft interface runs clean, close
and lock the terminal and test the terminal
using all call and card types allowed.
Before you leave the site
Before you leave the site, make the
following checks:
• Make sure the terminal is properly
locked and in-service.
• Make sure both upper and lower hous-
ing keys have been removed.
• Make sure the T-tool has been removed.
• Makesurethe VFDdisplayindicates the
terminal is ready for service and that ad-
vertising, if there is any, is working as
planned.
• If you added or deleted any hardware,
such as a quick access keys set, or a dif-
ferenttypeofcardreader,makesurethe
instruction card and the quick access
keys label reflect the changes.
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11
Millennium terminals pocket troubleshooting guide
Using the craft interface
There are two types of craft interface
procedures for Millennium terminals.
1. The INSTALL procedure is run when:
• a terminal is newly-installed
• the memory on the control PCP be-
comes corrupted
• any of the following have been re-
placed: the control PCP, firmware,
the validator, or the escrow
2. The maintenance procedures are
used as a troubleshooting tool to pin-
point problems, to force a download if
new tables are required, to upload
CDRs and SmartCity transaction
records, or to notify the Millennium
Manager that the terminal is being
worked on (operation codes).
Coin basic/Inmate terminals: Attach a
portable VFD so you can follow the craft
interfaceprompts.Howtoattachaportable
VFD is described in the main terminal
documentation.
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12 — Using the craft interface
Issue: 03.01 Status: Standard Date: June 1998
The following procedures assume the
terminalisin condition to runthecraft inter-
face as described in Access to the craft
interface onpage 5undertheBefore you
start section of this guide.
Accessing the terminal
This section describes what you need in
order to access the craft interface, and the
initial steps to getting into the interface.
What you need to start
To access a desk terminal you need:
• an access code
• PIN
• keycard
ToaccessaMillennium Multi-pay-based
or Card-based terminal, you need:
• an access code
• a personal PIN number
• a housing lock key, and a T- tool.
• a lower housing key if you need to ac-
cess the coin vault
Accessing the interface
The following steps describe how to enter
the craft interface. It is the same for either
the INSTALL routine or the maintenance
and op code levels.
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