Frequently asked questions

Cashless

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: Push GO To Start - This indicates the system is connected ok. Payment Offline Try Again Later - This indicates there is a error with the machine communications. Payment Offline No SIM - This indicates there is an error with the SIM card or SIM tray. Payment Offline No Service - This indicates that there is poor signal in the area that the machine is installed. Payment Offline Disabled by VM - This indicates that the machine has disabled the contactless reader. Payment Offline Bad Terminal ID - This indicates that the contactless reader has not paired with the telemetry device successfully.




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 smartmachines@vianetplc.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. The Vianet contactless system is not comaptible with American Express.




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: Telemetry Firmware Version Telemetry Serial number Connected APN Number Network Technology (2G/3G) GSM/GPRS Registration Status Current Signal Strength




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 smartmachines@vianetplc.com




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. One of the most common causes of this message arises when the machine door sensor (if equiped) indicates that the door is open. This then prevents any cashless payments being conducted. A second common reason for this error is due to the machine or telemetry not being set up with the correct settings. Machine settings can be located in the appropriate Install Guide. If correct and it is suspected that the telemetry settings are incorrect then please contact the Smart Machines Team. If the machine has any critical errors enabled then this messge will also show i.e. motor fault, out of stock etc. Once resolved at a machine level, this should automatically clear the Try Again Later message from the card reader and go to push GO to start.




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. This can usually be resolved by ensuring that the antenna connected to the telemetry device is positioned in an external localtion on the machine. This may require a access hole to be drilled through the machine to allow external access. Once mounted externally, reboot the telemetry device to initialise a new network search in an attempt to reconnect. If the relocation and reboot of the antenna does not resolve the No Service message then there is the possibility to purchase a new Ethernet connected telemetry device if the onsite location can support this.




What is "Payment Offline No SIM"?


Payment Offline No SIM will always appear for a brief moment upon a restart of the telemetry device. If this message persists after the telemetry has fully initialised then there could potentially be an issue with the SIM card or SIM tray. To troubleshoot, remove the SIM card from the telemetry device clean the connections on the SIM and spray compressed air into the SIM tray. This will loosen any dirt/dust that may be interfering with the connections. Re-insert the SIM card and reboot the telemetry device. If this fails, try inserting a known working SIM from another device into the suspected faulty device. If this resolves the issue then the fault lies with the SIM card itself. If it does not resolve the issue then there is potentially a fault with the SIM tray. For any assistance throughout this process please contact the Smart Machines Team. They will confirm the details and issue a replacement if applicable.





Telemetry

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. The blue LED is the heartbeat indicator and will need to be flashing once a second. The yellow LED is the antenna status indicator and is expected to be flashing in pulses of two to 9. The red LED is the network registration indicator and is expected to flash once a second. The green LED is the call-in status indicator and is expected to be on constantly. If for any reason the LED behaviour is not as above then there may be an error with the installation of the device. Please contact the Smart Machines Help Desk on +44(0)1642 358720 and a member of the team will be able to assist.




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. A list of all compatible machines can be found under Compatible Machines.




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. There is also the option for Ethernet connectivity is there is no availble GSM networks in the area of install.




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. Each machine install guide will contain inforamtion on what cable is required for specific 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.





VendExpert

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: - Check that the ‘Live’ date has been set correctly. - Check that there has not been a ‘Date Lifted’ date entered. - Check that the planogram has been set up correctly. - Check that a Group has been assigned to the machine.




A machine is showing an audit read fault. What is the correct course of action?


Actions to take: - Check that the audit cable is connected securely into the telemetry device and the machine as it may have come loose. - Check the Install Appendix (if available) and make sure that all required machine setting changes have been set as specified. - While on site, carry out an install test/audit test – making sure that the audit protocol is set as specified within the Install Appendix document. If you require further help, please contact Vianet Customer Care on +44 (0)1642 358720 or smartmachines@vianetplc.com




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. Once set up, all the relevant log in credentials will be emailed to the requester along with the URL link to VendExpert.





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