Device troubleshooting
When a machine or its device stops answering, an alert says so in the back office, with the machine number. The device’s screen, on the machine, often shows the cause. Network, cable or flash work is the technician’s job: call them with the alert’s wording and the time.
The alerts, one by one
Section titled “The alerts, one by one”| The alert | What it means | What to do |
|---|---|---|
| “D-01 : boîtier hors ligne” (D-01: device offline) | The server no longer hears the device. | Is the device powered? Is its network cable plugged in? Read its screen (below). Otherwise, the technician. |
| “D-01 : machine SAS muette (câble ?)” (D-01: SAS machine silent (cable?)) | The device talks to the server, but the machine does not answer it. The device screen shows MACHINE MUETTE. |
Is the machine on? The technician checks the cable between the device and the machine. |
| “D-01 : la machine n’entend pas le boîtier (adresse SAS ?)” (D-01: the machine does not hear the device (SAS address?)) | The machine does not recognise the device. | The technician checks the machine’s setting. |
| “D-01 : compteurs muets” (D-01: silent meters) | No meter reading for 10 min (adjustable). | If the machine is also “silent”, start there; otherwise, the technician. |
| “D-01 : config refusée par le boîtier (dénomination ?)” (D-01: config refused by the device (denomination?)) | A machine setting does not suit the device. | Check the machine’s page (Machines). |
| “D-01 : anomalie firmware … — à remonter” (D-01: firmware anomaly … — to report) | The device reports an internal anomaly. | Tell the publisher (the technician sends the device trace). |
| “Boîtier … en attente d’adoption” (Device … awaiting adoption) | A new (or reset) device is waiting to be attached to its machine. | Exploitation (Operations) → Boîtiers en attente (Pending devices) → Adopter… (Adopt…). See Adding machines. |
| “D-01 : le boîtier … lit une autre machine (série … au lieu de …) — remplacement à confirmer, ou à écarter” (D-01: device … reads another machine (serial … instead of …) — replacement to confirm, or to dismiss) | The device reads a different serial number from the one on the machine’s page. | To be decided in the back office (Exploitation (Operations) → Boîtiers (Devices), À trancher (To decide) section). See Devices. |
| “Boîtier … : il annonce la machine …, déjà tenue par un autre boîtier — refusé” (Device …: it announces machine …, already held by another device — refused) | Two devices claim to be on the same machine. | Adopt or detach in the back office. |
| “D-01 : la carte du boîtier … a été remplacée (mémoire vide) — vérifiez la machine” (D-01: the board of device … has been replaced (empty memory) — check the machine) | The device’s board has been changed. | Check the machine; settle any suspended orders (Transferts (Transfers)). |
| “D-01 : porte ouverte depuis plus de … min — mises et paiements bloqués” (D-01: door open for more than … min — bets and payments blocked) | Coin machine: its door has been left open. | Close the door. |
All alert titles are in the Alerts catalogue.
Read the device screen
Section titled “Read the device screen”| The screen | What is missing |
|---|---|
PAS DE RESEAU |
Network cable unplugged or damaged. |
ATTENTE ADRESSE |
The router gives no address. |
CHERCHE SERVEUR |
The venue server is not answering: is it on? |
SERVEUR REFUSE |
Another server answers in its place (router wrongly set up): the technician. |
A ADOPTER + ID … |
The device is waiting to be adopted in the back office. |
MACHINE MUETTE |
The machine does not answer the device. |
CARTE CHANGEE / memoire videe |
A board reused from another plate has emptied itself: it is waiting to be adopted. Normal. |
The details: Device display and beeps.
Frequently asked questions
Section titled “Frequently asked questions”The whole venue goes offline at once. The venue server is probably stopped, in maintenance (update), or the network is down (router, switch). Check that the venue PC is on, then call the technician.
A device is offline just after a power cut. Wait one to two minutes: the devices get an address again and find the server on their own.
I do not know which device is which. Exploitation (Operations) → Boîtiers (Devices) → Faire sonner (Ring): the
device beeps and shows C'EST MOI.
A machine goes offline during a credit or a withdrawal. The order becomes uncertain: the register counts it neither as succeeded nor as failed. See Money discrepancies.
For the technician: Devices and firmware, Venue network, Diagnostics.