Frequently asked questions
What messages can the cashless reader display?
The cashless reader will show 6 main messages depending on the current state of the device set up. These messages are:
Can the cashless system automatically refund failed transactions?
Yes, so long as there is an active surevend/dispense sensor to confirm that the product has successfully been dispensed to the customer. The machine will communicate with the telemetry and confirm a vend success event before processing any transactions.
What is "Payment Offline Bad Terminal ID"?
For security, both the telemetry device and card reader have to be paired with one another to enable payments. This can only be completed through a remote connection by a member of the Smart Machines team. Please contact +44(0)1642 358720 or email email@example.com if you encounter this message.
What card types are accepted by the Vianet contactless readers?
All major card types are accepted by Vianet contactless readers such as VISA Debit/Credit, MasterCard and Maestro.
How do I view the signal strength of the connected telemetry through the cashless reader?
If you press the GO button on the front of the cashless reader 4 times, two lines of system information will appear on the display. These two lines will include:
Is Vianet PCI-DSS compliant?
Yes, Vianet are fully PCI-DSS compliant and a copy of the Attestation of Compliance (AoC) can be requested at any time by contacting the Smart Machines Team through firstname.lastname@example.org
My GO button on the contactless reader has stopped working, what steps do I need to take to resolve?
If you suspect you have a faulty GO button then please call the Smart Machines Team (01642 658720) whilst in front of the faulty unit. One of our trained agents will be able perform over the phone diagnostics with you to either resolve the issue or log a return/replacement for this contactless reader.
What is "Payment Offline Try Again Later"?
This indicates there is a error with the machine communications and can either stem from a machine error or telemetry error.
What is "Payment Offline No Service"?
Payment Offline No Service occurs when the telemetyr device cannot gain a strong enough signal to the mobile networks.
What is "Payment Offline No SIM"?
Payment Offline No SIM will always appear for a brief moment upon a restart of the telemetry device.
Where can I find the telemetry serial number on the device?
The telemetry serial number is printed on a white label situated in the bottom left corner on the front face of the telemetry casing.
What do the four main LED lights represent on the front of the telemetry box?
On the front of the telemetry box there will be four main LED lights each a different colour and each representing their own status.
How can I reboot the telemetry device?
The telemetry device can be manually rebooted by pressing and holding both the blue and the yellow buttons down together for 5-10 seconds. You will see that this has been successful when the blue and the yellow lights start to flash on and off rapidly. As soon as you see this behaviour, release the buttons and the telemetry device will restart.
How do I turn off a telemetry device?
To turn off a telemetry device, ensure that the device is disconnected from any power supply. Press and hold the blue and the yellow buttons down together for 5-10 seconds until the blue and the yellow lights start to flash rapidly. After a short period all the lights on the telemetry device will turn off confirming the device is powered down.
What machines are compatible with the telemetry device?
Any machine that supports EVA DTS with MDB connectivity can be compatible with the telemetry devices. Vianet have also developed connectivity via CCI-CSI and Pulse, increasing the number of machine types that are compatible.
How do the telemetry devices connect to the Vianet Servers?
The standard connectivity for the Vainet telemetry devices is through the use of SIM. Each SIM is configured for roaming so will search the area of install for the strongest network and connect to this.
What audit cable do I need to connect to extract EVA-DTS data?
Each machine make and model will require their own unique audit cable to extract EVA-DTS data. In most cases a manufacturer will follow the same protocol and will use one cable for a range of their machines.
What are the site requirements for a LAN connected device?
Customer Site LAN Router Requirements
The LAN router on the customer site should be configured to have either an “allow all” outbound traffic rule or have the appropriate ports opened for outbound communications.
Port required for telemetry communications is:
vendudps UDP Port 22700 (Vending Server)
Ports required for cashless communications are:
PCI HTTP Port 80 (Open User Group)
CASHLESS HTTP Port 80 (Closed User Group)
The LAN router should also, preferably, be configured for DHCP to assign IP addresses dynamically.
If fixed / static IP addresses are to be used on the customer site then it is the responsibility of the customer’s IT department to maintain these assignments on the site LAN router and on the vitel™ devices themselves.
A machine has recently been installed and isn't showing on the system.
In order for the machine to show on the system. Check that the machine has been set up correctly within Administration>Vending>Machines. Check all details including:
A machine is showing an audit read fault. What is the correct course of action?
A machine is showing under No Sales, or as currently switched off, but is know this is not the case.
Once power has been restored to a machine, the machine will pass this information to the telemetry device, which will then update VendExpert and close the open ticket (which states that the machine is switched off). Please note that there may be a slight delay in the closure of the ticket. If the ticket does not close within one day, and you know for certain that the machine is switched on, a machine visit may be required to investigate further.
A machine is showing but it has no sales data
Has the machine stopped trading? Powered down? Check that there are no open tickets for that machine that may have resulted in a drop in sales. Alternatively, have there been any hardware changes to the machine, for example, the machine’s VMC changed? If hardware has been changed the machine may not have been configured correctly following the change. Also confirm that the telemetry device has been correctly assigned to the machine on the system.
A machine which has been on site for a while isn't in the system.
This machine will require adding within the Administration section. If it’s a new site, the site’s details will also require adding.
How do I access VendExpert
A member of the Smart Machines Customer Experience Team will set up a new account on VendExpert following a new ticket submission to the help desk.