Self-Serve AdminCentral. Setup & Administration Guide M500 Station, Self-Serve AdminCentral Release 1.1

Transcription

1 Self-Serve AdminCentral Setup & Administration Guide M500 Station, Self-Serve AdminCentral Release 1.1

2 The EFI logo, Electronics For Imaging, and PrintMe are registered trademarks, and EFI and the PrintMe logo are trademarks, of Electronics For Imaging, Inc. in the U.S. and/or certain other countries. Google Drive is a trademark of Google Inc. All other terms and product names may be trademarks or registered trademarks of their respective owners, and are hereby acknowledged Electronics For Imaging Document Revision History Revision Date Version Part Number November May July

3 CONTENTS 1 Document overview 1 Self-Serve AdminCentral and PA-DSS compliance 1 What s new in SSAC v System Components 3 Cloud Host 3 EFI Self-Serve AdminCentral 3 Supported browsers 3 Access credentials for AdminCentral 3 Multi-function printer (MFP) 4 M500 station 4 Print sources 5 User workflow 5 Post Pay 6 Staff access 6 3 Before you begin implementation 7 What you need for system and device configuration in AdminCentral 7 AdminCentral Staff Account credentials 7 SVS account information (for cash cards) 7 Credit card processing gateway information 7 CBORD account information 8 Blackboard account information 8 sftp account information 8 M500 station and MFP information 8 Products prices and taxes 8 Location (site) name and address 9 Verify complete M500 device hardware shipment 9 Confirm site readiness 9 Power and network drops 9 Proxy server 9 Firewall 9 MFP requirements 10 What you need for testing 10 4 Setting up your M500 Self-Serve station 11 Section A: Activating your AdminCentral Staff Account 12 Resetting your account 12 Account security 12 Section B: Configuring your system settings in AdminCentral 13 Global and Location configuration in AdminCentral 13 Completing Global level configuration 14 General 14

4 CONTENTS Payment 14 Taxes 16 Products 17 Logo 17 Completing Location level configuration 17 Create a Location 17 Device Profiles 18 Tax Rate 18 Price List 18 Receipts 18 Section C: Creating a Device Profile for the M500 station 19 Section D: Connecting the M500 device 20 Verifying site and MFP requirements 20 Assembling and connecting the M500 device 20 Section E: Registering the M500 station 24 Completing registration 24 Defining a proxy 28 Setting Static IP 31 Section F: Testing 34 5 Using staff functions on the M Creating Staff Account credentials 36 Accessing the M500 station for copy or print work 37 Diagnostics functions 38 6 Managing the self-serve implementation with AdminCentral 39 Section A: Working with transactions 40 Reporting 40 Report types 40 Report parameters 41 Generating a report 41 Export to CSV 41 Export parameters 41 Export types 42 Generating an export file 42 Transactions and receipts 42 Searching for a transaction 43 Section B: Monitoring system status 44 Device monitor 44 Actions 44 Health 44 Transactions 44 Section C: Updating station configuration or software 45

5 CONTENTS Updating station configuration 45 Updating M500 software 45 Triggering a software update 45 7 Maintaining and troubleshooting M500 stations 47 M500 security 47 Section A: Adding another M500 station 48 Section B: Cleaning the M500 device 49 Cleaning the touch screen 49 Cleaning the card reader 49 Section C: Troubleshooting 51 M500 station hardware overview 51 Device overview 52 Connections 52 Mounting features 53 M500 Service Mode and diagnostics 54 Using diagnostics functions 56 Password of the Day 57 Issue resolution 58 Section D: Replacing a malfunctioning M500 device 60 Index 66

6 1 DOCUMENT OVERVIEW 1 DOCUMENT OVERVIEW This document describes how to implement the EFI M500 self-serve device in your organization, and how to use the Self-Serve AdminCentral component for ongoing system administration. It describes implementation for the Self-Serve AdminCentral release version 1.1 (SSAC v.1.1) Chapters and sections include information about the following topics: components, features, and functions prerequisites configuration in Self-Serve AdminCentral M500 device setup and registration, and station testing staff-only functions on the M500 administrative functions available in Self-Serve AdminCentral, including receipt printing, reporting, and status monitoring M500 maintenance and troubleshooting Use this document during your initial system setup, and keep it for reference. Self-Serve AdminCentral and PA-DSS compliance Self-Serve AdminCentral has several components, including those on the host and the M500 device. All payment card handling functions are performed by the Self-Serve AdminCentral Transaction Engine component, residing on the M500. As part of the validation, EFI is required to provide information about how to implement the self-serve devices in your organization in a PCI compliant manner, so that they do not compromise your PCI-DSS status. There are several sections in this document where important security recommendations are made. They are summarized here: Do not share your Self-Serve AdminCentral account credentials; if you feel your credentials have been compromised, change your password immediately Perform periodic physical checks of your M500 device to ensure they have not been tampered with Configure sftp account information, so that the M500 can upload event logs nightly. Regular examination of these logs is part of your PCI responsibility Refer to PA-DSS Implementation Guide SSAC Transaction Engine.pdf for more information about the Transaction Engine and security. The Implementation Guide is available for download from the EFI website.

7 DOCUMENT OVERVIEW 2 What s new in SSAC v1.1 M500 language and currency support for United States (English and Spanish), Canada (English and French), Germany, Australia, New Zealand, UK Support for printing from Box and OneDrive services Support for CBORD campus cards Support for the Ogone payment gateway for credit cards Support for Post Pay instead of card payment at the M500 Customize receipts with logo and header/footer text Define a proxy on the M500 Import prices and taxes from existing location to new location Option to include tax in prices Export transaction information to CSV file receipts from Self-Serve AdminCentral Password of the Day to allow staff access to troubleshooting functions when the M500 is offline from the host Daily M500 event log uploaded to sftp nightly What s new in SSAC v1.1.5 Support for Blackboard campus cards Support for static IP on the M500 Support for a placeholder image when a document page preview cannot be generated

8 2 SYSTEM COMPONENTS 3 SYSTEM COMPONENTS This chapter describes each of the major software and hardware components required for implementing self-serve stations with Self-Serve AdminCentral and the M500. Cloud Host The Cloud Host is the processing hub for the system. It resides on servers managed by EFI. You do not need to install any software or host a server of your own. EFI Self-Serve AdminCentral EFI Self-Serve AdminCentral is the web-based central configuration interface to the Cloud Host. The URL is selfserve.efi.com From this single interface, you can log in and access configuration for all your M500 Self-Serve stations. AdminCentral also provides access to station status, sales reports, and transaction data. Supported browsers AdminCentral is compatible with the following browsers: IE 9 or later Google Chrome v27 or later Firefox v22 or later Safari v6 or later Access credentials for AdminCentral The EFI System Administrator creates the initial Staff Account, granting AdminCentral access for a named employee in your organization. This employee is identified during the implementation planning discussions with EFI. This employee logs into AdminCentral and sets up other Staff Accounts. If you are set up with a Staff Account, either by the EFI System Administrator or by another user, you will receive an invitation , with a link to log in. The first time you log in, you must define your personal password.

9 SYSTEM COMPONENTS 4 For security, do not share your credentials with anyone else. If you feel your credentials have been compromised, change your password immediately. Your AdminCentral access credentials also provide you with access to the M500 station. See Using staff functions on the M500 on page 36. Multi-function printer (MFP) The MFP is where your users print and make copies. Each MFP is paired with an M500 station to create a complete selfserve copy and print station. EFI has validated many models of MFP to ensure they are compatible with the M500, and we continue to validate as new models become available. There are configuration requirements for the MFP to be compatible with the M500 station. These include using static IP, being PostScript ready, and being ready for control by a foreign device. Full details are in MFP requirements on page 10. MFP preparation may require a technician. M500 station The M500 station is the user interface for your self-serve copy and print stations. The M500 station displays instructions, tracks charges, and processes payment. It is mounted on a sturdy metal stand and positioned beside the MFP. All M500 stations have a USB port (customer facing), card reader, controller, and large bright touch screen display. An M500 model with a barcode scanner is also available (M505). All information in this document for the M500 also applies to the M505. Card reader with status LED Touch screen USB Barcode scanner in M505 model

10 SYSTEM COMPONENTS 5 Optionally, the M500 can be mounted on a desktop instead of the stand. A mounting bracket can be secured to the desktop or counter top. All cable connections are located behind a locked panel, to prevent tampering. Print sources The M500 station can support the following print sources: USB thumb drive EFI PrintMe; a cloud printing service that allows users to print from any mobile device Attach the file to be printed to an and send to [email protected]. You will receive a reply containing the Document ID for the you sent. Type or scan the ID barcode at the M500 station to download and print the file or the body. Files are available for printing on the PrintMe server for 24 hours. You can also upload files to PrintMe using: - PrintMe app for ios - PrintMe driver for Windows - PrintMe driver for Mac Google Drive; users log into their Google Drive account and choose the file. Dropbox; users log into their Dropbox account and choose the file. Box: users log into their Box account and choose the file. OneDrive: users log into their OneDrive account and choose the file. All print sources support printing Word, PowerPoint, PDF, and many image formats (JPG, GIF, BMP, PNG, WMF, EMF). Additional file formats are supported from selected print sources. PrintMe also supports Excel, HTML and TXT, and additional image formats. User workflow The M500 station provides a quick and easy self-serve experience for copying and printing. The screens provide instructions and guidance to the user about each step of the process. Behind the scenes, the M500 station is communicating with the MFP, card processors, Google Drive, Dropbox, Box, OneDrive, PrintMe, and the Host. When the user is finished working, the M500 station sends the transaction details to the Host. Once at the Host, you can use AdminCentral to see details, print or receipts, and generate sales reports. To start The user selects Make Copies or Print and swipes their payment card to begin.

11 SYSTEM COMPONENTS 6 If copying The M500 station enables the copy functions on the MFP and the user makes their copies using the MFP s copy controls. The MFP sends information about each copy (paper size, color or B&W) to the M500 station, and the M500 station uses the information to calculate charges. The M500 station displays a virtual receipt in the Copy Job Information screen, updated constantly to show work and total charges. If a cash card or campus card is being used, the M500 station also displays current card balance, which decreases as the user makes copies. If printing The user selects their print source (USB, PrintMe, Dropbox, Google Drive, Box, or OneDrive) and then the file to print. Depending on the print source, this may require plugging in and browsing a USB thumb drive, logging onto a cloud storage service like Dropbox, or providing a PrintMe Document ID. The user previews the file then chooses finishing options such as page range to print, color or B&W, duplex, number of copies, and page size. The M500 station calculates the cost for the print job and presents it on-screen in the Print Job Information screen. If the user touches Print to accept the cost, the M500 station submits the job to the MFP for printing. When work is finished When the user is finished copying or printing they touch End Session. The user is prompted if they would like a receipt. If the user indicates Yes, their receipt is printed directly on the MFP. Post Pay The M500 can support a post pay workflow instead of requiring a payment card. The user is prompted to type their name at the M500. The user makes prints and copies under the workflow described above. When they are done, they touch End Session. The M500 automatically prints a transaction invoice on the MFP; the user takes this to the counter to pay where the staff member uses the POS to process the payment transaction. Staff access Employees who have Staff Account access credentials in AdminCentral can log into the M500 station and perform uncharged copy and print work or access diagnostics functions. Refer to Using staff functions on the M500 on page 36 for details.

12 3 BEFORE YOU BEGIN IMPLEMENTATION 7 BEFORE YOU BEGIN IMPLEMENTATION This chapter describes what must be in place before you configure your system or connect your M500: What you need for system and device configuration in AdminCentral on page 7 Verify complete M500 device hardware shipment on page 9 Confirm site readiness on page 9 What you need for testing on page 10 What you need for system and device configuration in AdminCentral AdminCentral Staff Account credentials You will need your Staff Account credentials to log into AdminCentral. SVS account information (for cash cards) You need your SVS account information for cash card processing, including Merchant name, Merchant number, Client ID, Routing ID, Username, Password, FTP Address, FTP Username, FTP Password. There are 2 values you must define yourself for SVS cards to be supported at the M500: Division, alphanumeric up to 5 characters. Division is set under Global. Define your own or use Store Number defined in Branch Code field under Location. Alphanumeric up to 10 characters. You must set a unique Store Number/Branch Code for each of your Locations. You also need to be prepared to define the range of card numbers your cash cards can have, by providing a lower and upper card number. Credit card processing gateway information Authorize.Net information You need an Authorize.Net card-present account for credit card processing. You need to be prepared with your API Login ID and Transaction Key.

13 BEFORE YOU BEGIN IMPLEMENTATION 8 Ogone information You need an Ogone MOTO (Mail Order Telephone Order) account for credit card processing. You need to be prepared with your PSP ID, User ID, and Password. CBORD account information You need to be prepared with your CBORD account information including system type (CS Gold or Odyssey), host IP address, port number, code map (if Odyssey) Terminal ID. All M500 devices in a location will use the same Terminal ID. You enter Terminal ID in the Branch Code field under Location. You also need to be prepared to define the range of card numbers your CBORD cards can have, by providing a lower and upper card number, and to define the length of your card numbers. Note: Note: EFI will assist you with CBORD configuration in Self-Serve AdminCentral. Blackboard account information Blackboard configuration is defined across both Global and Device level settings. You need to be prepared with your Blackboard account information, including: Host IP address, Port, Tender Number, Terminal Number (1 per M500) and Encryption Key. The Encryption Key can be unique per M500, or shared across all M500 devices. You also need to be prepared to define the range of card numbers your Blackboard cards can have, by providing a lower and upper card number. sftp account information This is required if you accept credit cards. Compliance with Payment Card Industry Data Security Standards (PCI DSS) require you to examine event logs from the M500 device regularly. The M500 automatically uploads event logs to this sftp site nightly. You need sftp server name, port, username and password. M500 station and MFP information Make and model of the MFP Attention: The MFP must have been tested by EFI and validated as compatible with the M500. Only validated MFPs are available for selection in AdminCentral. Your model can be confirmed during the pre-installation planning discussions with EFI. MFP s IP address Products prices and taxes This includes SKU number, SKU description, price, and applicable taxes.

14 BEFORE YOU BEGIN IMPLEMENTATION 9 Location (site) name and address This identifies where the M500 station is installed. Your organization may have one or several Locations (sites or stores), each with one or more M500 stations. Branch Code is mandatory if you will accept SVS cards or CBORD cards. For SVS, Branch Code holds the Store Number, up to 10 characters. For CBORD, Branch Code holds the Terminal number. Verify complete M500 device hardware shipment The following items are part of the shipment from EFI: M500 device with 2 keys metal stand (or mounting bracket) cables (FIH (gray) and network) power adapter FIH adapter (MFP model specific) Confirm site readiness The M500 supports DHCP by default, however you can enable static IP. Power and network drops Each M500 requires one network port and one power outlet, in addition to the network and power requirements for the MFP. Proxy server You can define a proxy server. To do so, you need the server IP and the port number you want to use. Firewall The M500 uses outbound ports: HTTPS for RAW printing or 515 for LPR You can define the ports you will use for sftp,cbord and Blackboard. These ports must also be available. See sftp account information on page 8 and CBORD account information on page 8 and Blackboard account information on page 8. If you will define a proxy server, the port you will use must be available.

15 BEFORE YOU BEGIN IMPLEMENTATION 10 MFP requirements The MFP must be properly configured to work in the EFI Self-Serve and Payment System. These preparation requirements are make and model specific and instructions are not provided in this document. These tasks may need to be performed by a technician. For printing MFP is networked (Static IP) You will need to enter the MFP s IP address when you configure the M500 station s Device Profile in AdminCentral. MFP is PostScript ready For copying MFP is foreign interface ready and configured for control by a 3rd party device, including installation of MFP manufacturer provided hardware to support a device. Different MFP manufacturers call this interface by various names: Foreign Device Interface (Xerox), Foreign Interface Harness (Canon), and Key Counter Interface (Ricoh, Konica Minolta). EFI foreign interface adapter (FIH adapter) is connected to the foreign interface or key counter interface on the MFP. EFI recommends you disable other services on the MFP (like scan) to prevent unpaid work. What you need for testing To test the system, you must make copies and prints on the M500 station with the payment cards you support. You need the following items: payment card; cash card if you accept them, and credit card if you accept credit cards USB thumb drive containing a color PDF or Word document to print To test PrintMe you also need a PDF uploaded to PrintMe along with its Document ID. the PDF as an attachment to [email protected]; PrintMe will reply with the file s Document ID. To test any of the cloud services Google Drive, Dropbox, Box, OneDrive you also need the following items: account and login information PDF uploaded to the account

16 4 SETTING UP YOUR M500 SELF-SERVE STATION 11 SETTING UP YOUR M500 SELF-SERVE STATION This chapter describes all the tasks you must perform to bring your first M500 station online and ready for use. Activating your AdminCentral Staff Account on page 12 Configuring your system settings in AdminCentral on page 13 Connecting the M500 device on page 20 Registering the M500 station on page 24 Testing on page 34 Before you begin, please review the prerequisites in the chapter Before you begin implementation on page 7.

17 SETTING UP YOUR M500 SELF-SERVE STATION 12 Section A: Activating your AdminCentral Staff Account The EFI system administrator creates the initial Staff Account for AdminCentral, then that user can log into AdminCentral and create additional Staff Accounts as necessary. When an account is set up for you, you will receive an activation containing a link. Click the link to access AdminCentral to activate your account and define your password. You must use the link within seven days of receiving the activation , or the invitation will expire. Once you are logged in, you can access the configuration settings described in this chapter, plus options for reporting and status monitoring, see Managing the self-serve implementation with AdminCentral on page 39. Note that the first time someone from your organization logs into AdminCentral, they will be prompted to complete General configuration, see Completing Global level configuration on page 14. Resetting your account If your activation invitation does expire, it can be refreshed and resent. Contact the staff member who created your account, or the EFI system administrator if you are the only user. If you forget your password or lock yourself out of AdminCentral with log in attempts, you can reset your password yourself. You will receive an with a link to a page where you can reset your password. Account security If you suspect your account credentials have been compromised, reset your password immediately.

18 SETTING UP YOUR M500 SELF-SERVE STATION 13 Section B: Configuring your system settings in AdminCentral You configure your M500 with AdminCentral then register the M500 device with the host so that it can download its configuration. Global and Location configuration in AdminCentral AdminCentral has two levels of configuration, that allow for settings to apply to all your M500 stations, and settings to apply to M500 stations at each of your sites. This means, for example, a retailer may have stores in different states, each with one or two M500 stations, and the stores can charge different prices and taxes. Global settings are top level configuration and affect all Locations. You only need to define Global configuration once, although you can edit settings later. Refer to Completing Global level configuration on page 14. General (business name, country, language, sftp account info for event log uploading) Payment (cards accepted and your card processing account information) Tax authorities (all tax types charged across all your Locations e.g. State, Federal, HST). Not all the tax authorities you define need to apply to all Locations. Products (copy and print products available for purchase through the M500 station) Receipt logo Location settings affect the M500 stations installed in that Location only. Refer to Completing Location level configuration on page 17. Device Profiles (M500 stations at this Location, includes the print services offered at this station and the MFP s model and IP address) Creating a Device Profile for your M500 station is described in a separate section Creating a Device Profile for the M500 station on page 19. Tax Rates (which Tax Authorities and rates apply to products at this Location from the Tax Authorities defined under Global, e.g. State at 8%) Prices (prices charged at this Location for the products defined under Global) Receipt header and footer text

19 SETTING UP YOUR M500 SELF-SERVE STATION 14 Completing Global level configuration Global configuration applies to all your Locations and all M500 stations. Click the Global tab, then choose options down the left side to access the individual configuration areas. General You will be prompted to define General options automatically when you activate your AdminCentral account if you are the first to log in from your organization. You must define your: Business Name Country of operation. You cannot edit Country later. Languages to support and Culture. For example, language may be English, culture can be Australia. Country, Language, and Culture determine how currency, dates, and other localized elements are displayed on the M500 device. PrintMe Submission Address if you will not be using the standard address Note that any address you want to use must have been setup with PrintMe administration. sftp account information for upload of M500 event logs. Examination of the event logs is required if you take credit cards as part of your PCI compliance. Payment The M500 supports credit cards with either Authorize.Net or Ogone card processing, cash cards with Ceridian SVS card processing, CBORD campus cards, and Blackboard campus cards. To use any of these payment types, you must provide your account information. Alternatively, the system supports Post Pay, in which users work then pay at the counter. Post Pay can only be enabled when no card-based payment is configured. You must enable at least 1 payment card type (and provide your account information) or enable Post Pay to bring your M500 online. Credit card The M500 station can accept some or all of the following card brands: Visa, MasterCard, American Express, Discover, Diners, and JCB. The M500 station reads account information from the card s magnetic stripe and communicates with the processing service for pre-authorization before work starts and then for capture when work finishes. On settlement, all funds are deposited into your merchant account. Authorize.Net You must have obtained an Authorize.Net card-present account, which provides a front end to your merchant account. The account information you must enter into AdminCentral is provided by Authorize.Net and includes your organization s API Login ID and Transaction Key.

20 SETTING UP YOUR M500 SELF-SERVE STATION 15 Ogone You must have obtained an Ogone Mail Order Telephone Order (MOTO) account, which provides a front end to your merchant account. The account information you must enter into AdminCentral is provided by Ogone and includes your organization s PSP ID, User ID, and Password. Credit Card Authorization Rules, shared by Authorize.Net and Ogone Transaction Auto-Capture Limit and Line Item Limit provide protection to you from declined credit card transactions by limiting the value of transactions. Transaction auto-capture limit is the upper value a single credit card transaction can be. When a transaction exceeds this limit, the M500 communicates with Authorize.Net for authorization. If the transaction is approved, a new transaction is automatically opened and the user is allowed to continue working. This happens very quickly with no disruption to the user. However, a single print job will be allowed to print even if it is greater than the auto-capture limit. Line item limit is the upper value a single print job can be. If the M500 calculates the cost of a print job to be over this amount, the job cannot be submitted for printing and the M500 displays a message. The user can go back to reduce the value of the job, perhaps by breaking the print job into 2 smaller jobs. Without this limit, any single print job is allowed. Visa, MasterCard, American Express, Discover, Diners Club, JCB Pre-authorization amounts The M500 performs pre-authorization to ensure the card is valid when a user inserts a credit card into the card reader. A successful pre-authorization does not guarantee successful capture. Pre-authorization amounts are never settled, but they can result in funds being held on the users account so they should be small. You can set different pre-authorization amounts for each card brand. Cash card and SVS service Cash cards are available from Ceridian Stored Value Solutions (SVS). Your SVS account information, including card BIN range, is provided to you by Ceridian SVS. The FTP info is used for automatic daily submission of reconciliation reports to Ceridian. You must define the values for Division and Store Number (set in the Branch Code field under Location) yourself. Both are mandatory if you want to accept SVS cards. Division must be 5 alphanumeric characters or less. If you don t want to define a division, use Define a Store number (in Branch Code) up to 10 alphanumeric characters for each of your Locations. Cash cards allow the user to work up to the balance on their card. The M500 station card reader gets account information from the card s magnetic stripe and communicates with the SVS service to obtain opening card balance and to submit charges. Current card balance is displayed in the top right corner of the M500 station screen, and decreases as the user makes copies and prints. If a print job will exceed card balance, the M500 station displays a message and does not submit it for printing.

21 SETTING UP YOUR M500 SELF-SERVE STATION 16 CBORD You must choose the CBORD system you are using (Gold or Odyssey), and define values for Host IP, port, BIN range, and code map (Odyssey only). Terminal ID must be defined in the Branch Code field under Location. All the M500 devices in that location will use the same Terminal ID. Note: If you will be using CBORD, EFI will help you complete your configuration in Self-Serve AdminCentral. Please contact EFI. The M500 station gets account information from the card s magnetic stripe and communicates with the CBORD service to obtain opening balance and to submit charges. Current card balance is displayed in the top right corner of the M500 station screen, and decreases as the user makes copies and prints. If a print job will exceed card balance, the M500 station displays a message and does not submit it for printing. Blackboard The M500 supports the Blackboard campus card solution. You must define information including Host IP address, port number, Vendor Number, and Tender Number. The encryption key can be shared across all your M500 devices or defined separately for each M500. To share the key, define it under Global. You will define terminal number and encryption key (if different) under device profile. The M500 station gets account information from the card s magnetic stripe and communicates with the Blackboard service to obtain opening balance and to submit charges. Current card balance is displayed in the top right corner of the M500 station screen, and decreases as the user makes copies and prints. If a print job will exceed card balance, the M500 station displays a message and does not submit it for printing. Post Pay As an alternative to card payment, you can accept Post Pay. The user is able to make prints and copies then pay at the counter. To enable Post Pay, you cannot have any card processors enabled. You can define a session limit. The user can make up to this value of prints and copies in their session. If the session limit is reached, the M500 ends the session automatically, displays a message, and prints the transaction invoice. Taxes Tax authorities are the entities that can collect taxes. Tax authorities can differ between the states or provinces in a single country. Add all the tax authorities that can collect taxes across all your Locations, e.g. Federal, State, Sales, PST, HST, VAT. Tax authorities names are printed on receipts. When you configure Location settings, you will choose the tax authorities and rates that will apply there. You can choose to include taxes in prices. When this is enabled, the M500 charges the product price as you define, and uses the taxes you define to calculate how much of that prices is tax. The amount of tax included in the price is printed on receipts.

22 SETTING UP YOUR M500 SELF-SERVE STATION 17 Products You create products under Global to apply to all your Locations, but you will define prices for those products under Location. To ensure the M500 can charge correctly for all the work a user does at the M500, you must have SKUs to match the characteristics of all the work available on your M500 station. Each product must have a unique combination of attributes: Type (print or copy), Paper Size, Color Mode, and Printing Options. The SKU Description you define will appear on receipts and on the M500 station screen. You cannot have products with duplicate attributes. SKU catalog AdminCentral has three predefined SKU catalogs available: Complete catalog of SKUs for all combinations of paper size, color option and single/double sided. No Duplex catalog for all combinations of paper size and color option No Duplex, No Legal catalog for paper sizes excluding legal and color option (applies in North America only) Logo You can customize your receipts by adding a logo. The logo will be converted to B&W and resized if necessary for use on receipts. Completing Location level configuration Create a Location Each Location corresponds to one of your sites or stores where there is at least one M500. You must have at least one Location. When you click the Location tab, there is a Location drop down just below. Click the + button to add a new Location. You will need to enter: Location s name and address info. The address appears on the receipt. Time zone. Branch Code. This is an alphanumeric ID up to 10 characters that you define. Each Location must have a unique Branch Code. Branch Code is required for SVS support and is included in all communication from the M500 to the SVS service. For SVS, Branch Code holds Store Number. Branch code is required for CBORD support and is included in all communication from the M500 to the CBORD service. For CBORD, Branch Code holds Terminal ID. Languages to support on the M500 devices in this location, including default language. The languages you can choose from is determined by the languages selected under Global.

23 SETTING UP YOUR M500 SELF-SERVE STATION 18 Device Profiles Each M500 station requires a Device Profile. See Creating a Device Profile for the M500 station on page 19. Tax Rate The tax authorities you created under Global are displayed here. Click Edit, then define the local tax rate for the authority or authorities that apply to copies and prints at this Location. If a tax authority does not apply at this Location, do not enter a rate. If you are adding a Location, you can import prices and taxes from an existing Location. Click the Import Pricing and Tax Rates from an Existing Location box. You will then be asked to choose the original Location. Price List Click Edit, then enter this Location s price for each product. The taxes shown reflect the rates you defined under Tax Rate. If you are adding a Location, you can import prices and taxes from an existing Location. Click the Import Pricing and Tax Rates from an Existing Location box. You will then be asked to choose the original Location. Receipts You can choose some customization options for your receipts in this Location. You can choose to use the logo you uploaded under Global plus you can define up to 2 lines of header text and up to 2 lines of footer text.

24 SETTING UP YOUR M500 SELF-SERVE STATION 19 Section C: Creating a Device Profile for the M500 station The Device Profile defines the M500 station s configuration, including what print services it offers, and which MPF it prints to. When you setup the M500 device, you will register it with its Device Profile. To add an M500 station profile: 1 Choose its Location. 2 Click Add Device Profile. 3 Enter an identifying device name, and choose the MFP s Manufacturer and Model. Additional configuration fields appear, including MFP IP address and print services. 4 Enter the MFP s IP address, and check the boxes for the services the M500 station will offer. 5 If necessary, you can access the Device s Advanced Settings to change the printing protocol for this M500 from the default RAW to LPR. 6 If necessary, you can add the Blackboard Terminal ID and Encryption Key. 7 Click Add Device.

25 SETTING UP YOUR M500 SELF-SERVE STATION 20 Section D: Connecting the M500 device This section describes assembling and connecting the M500 device. Once it is connected and powered up, you must register it and choose its Device Profile as described in Registering the M500 station on page 24 to bring it online. Verifying site and MFP requirements Following are what need to be in place before you connect the M500: MFP prepared as per requirements in MFP requirements on page 10 This includes connection of the EFI FIH Adapter to the foreign interface or key counter interface on the MFP and MFP configuration. 1 power outlet and one network drop for the M500 firewall - - outbound ports HTTPS 443, 9100 (RAW printing) or 515 (LPR printing) - outbound ports you will use for sftp, CBORD, Blackboard, and Proxy Server if you are using these services Full requirements are described in Before you begin implementation on page 7. Assembling and connecting the M500 device The major tasks are: thread cables through the M500 stand mount the M500 device on the stand and connect cables connect cables to the MFP, the network, and power After the M500 is assembled, you can register it with its Device Profile as described in the next section. To setup the M500: 1 Thread cables through the stand; the best method is to drop cables into the hole at the top of the stand and pull them out through the cutout at the bottom. Note: Drape at least 3 inches (8cm) of each cable over the top of the stand for easy connection to the M500 device and to ensure the cable is not pulled down into the stand. a. Set the stand upright on the floor. b. Separate the two segments of the power supply assembly. Put the segment with the power adapter aside.

26 SETTING UP YOUR M500 SELF-SERVE STATION 21 c. Drop the silver end of the power cable down through the stand and pull it from the cutout at the bottom. Leave at least 3 inches (8cm) of cable protruding from the top of the stand. d. Drop one end of each of the network and FIH cable down through the stand and pull it from the cutout at the bottom. Leave at least 3 inches (8cm) of each cable protruding from the top of the stand. At least 3 inches of cable protrude from the top of the stand. This prevents the cables from falling into the stand. Power cable segments are disconnected You can identify the cables by color: Blue - network cable Gray - FIH cable Black/Gray- power 2 Unlock and open the rear door on the M500 device. 3 Mount the M500 device on the stand. a. Hold the M500 device in both hands, with the touch screen toward you. b. Align the grooves on the bottom of the M500 device with the sides of the stand. Make sure it is centered.

27 SETTING UP YOUR M500 SELF-SERVE STATION 22 c. Slide the M500 device onto the stand as far as it will go until the spring plunger clicks. 4 Connect cables to the M500 device. a. Connect the blue network cable to Network. b. Connect the gray FIH cable to the EFI FIH Adapter on the MFP. c. Connect the power cable to Power. 5 Lock the door of the M500 device; it clicks when it is secure.

28 SETTING UP YOUR M500 SELF-SERVE STATION 23 6 Connect the power adapter to the power cable that is threaded through the stand. Segments of the power supply assembly connected. 7 Connect the FIH cable to the FIH adapter on the MFP. Note: The FIH adapter connection at the MFP is a prerequisite for the M500 setup. See MFP requirements on page 10 for more information about the Foreign Interface requirements on the MFP. 8 Connect cables to the power outlet and the network drop. The M500 powers up and the screen indicates the device needs to be registered as described in the next section.

29 SETTING UP YOUR M500 SELF-SERVE STATION 24 Section E: Registering the M500 station After the M500 device is installed, connected, and powered on, you must register it with its Device Profile. Registering connects the M500 device with the Host and takes the M500 device from a factory state by applying configuration to bring it into your implementation. Before you register, you can define types of network settings: Proxy for all communications; refer to Defining a proxy on page 28. Static IP for the M500: refer to Setting Static IP on page 31. Completing registration The M500 device can only be registered after you have defined its Location and created its Device Profile in AdminCentral. You will need to use your Staff Account credentials to complete registration steps. The M500 device s screens guide you through each step of the registration process. To register the station: 1 When the M500 device powers up for the first time, it displays the following screen: 2 Touch Register Device.

30 SETTING UP YOUR M500 SELF-SERVE STATION 25 3 Touch Register Device. 4 Enter your AdminCentral Staff Account credentials of address and password, and touch Log In.

31 SETTING UP YOUR M500 SELF-SERVE STATION 26 5 Select your Location and touch Next. Any device names in gray have already been assigned to an M500 and are unavailable. If you want to use one of these names, you must first deregister the M500 that is using it; see Replacing a malfunctioning M500 device on page 60 for instructions.

32 SETTING UP YOUR M500 SELF-SERVE STATION 27 6 Select the name for this M500 device and touch Next. 7 Review the Device Profile details, and touch Register to complete the process. If this is not the device you want to use, touch Back to select a different device name. The M500 station downloads software updates and its configuration from the Cloud Host. This will take several minutes, and the M500 station may reboot; this is normal operation.

33 SETTING UP YOUR M500 SELF-SERVE STATION 28 Registration is complete when the M500 station displays the Welcome screen. Defining a proxy Before you register an M500, you can configure the device to use a proxy for all communications. The M500 supports manual settings. To define a proxy with manual settings 1 When the M500 device powers up for the first time, it displays the following screen: 2 Touch Service Mode.

34 SETTING UP YOUR M500 SELF-SERVE STATION 29 3 Touch Network Settings. 4 Touch Proxy Settings.

35 SETTING UP YOUR M500 SELF-SERVE STATION 30 5 Touch Manual Settings. 6 Enter the proxy server IP address and the Port number the M500 should use. 7 Touch Save.

36 SETTING UP YOUR M500 SELF-SERVE STATION 31 8 The M500 reboots to apply the proxy settings. It displays the following screen and you can register the device: Setting Static IP Before you register an M500, you can set its IP. This would allow you to support a static IP schema. To define an IP 1 When the M500 device powers up for the first time, it displays the following screen: 2 Touch Service Mode.

37 SETTING UP YOUR M500 SELF-SERVE STATION 32 3 Touch Network Settings. 4 Touch Device IP Settings. 5 Touch Set to Static IP.

38 SETTING UP YOUR M500 SELF-SERVE STATION 33 6 Enter the settings information, including IP address, subnet mask, default gateway, primary and secondary DNS IP. 7 Touch Test Static IP to confirm the settings are valid. Testing confirms the ability to configure the network card on the M500, to reach the gateway, to perform DNS lookup, and to connect to the cloud host. 8 Touch OK to save. The Network Settings screen is displayed. 9 Touch Back. to return to the Service Mode screen. 10 Touch Back to register the device.

39 SETTING UP YOUR M500 SELF-SERVE STATION 34 Section F: Testing This section describes testing the M500 Self-Serve station to confirm setup and configuration. You will test copying and printing, and card processing. You can verify pricing and other configuration at the same time. In general, you will perform copy and print tasks and examine displays and receipts, and confirm that operations are successful. If you installed more than one M500 station, you must test each one. You will need to adjust the test steps described here to accommodate your actual system configuration. For example, if you do not accept cash cards, perform all tests with a credit card. If you only accept Blackboard, perform all tests with this card. What you need: payment cards; cash card (with balance) if you accept them, and credit card if you accept them, Blackboard or CBORD. USB thumb drive containing at least 1 color PDF or Word document PrintMe Document ID if the M500 station supports PrintMe To obtain an ID, a file to [email protected]. The reply you receive will contain the Document ID. account and a file uploaded to that service if the M500 station supports one or more of the cloud storage services (Google Drive, Dropbox, Box, OneDrive) On the M500 station: 1 Verify all the intended services are displayed on the M500 (can include Make Copies, Print). 2 Use the cash card, if supported, to make copies. Review the copy product descriptions and prices displayed on the Copy Job Information screen as you make copies. 3 Touch Start Over, and print a file from the USB thumb drive. 4 Verify the intended print services are displayed (can include USB, Google Drive, Dropbox, Box, OneDrive, Mobile Device/PrintMe). 5 Touch End Session. 6 Print a receipt. The test is successful if: copies made, charges correct prints made, charges correct receipt prints and is correct If you do not offer PrintMe or a cloud storage service, repeat the above test with a credit card to validate credit card processing.

40 SETTING UP YOUR M500 SELF-SERVE STATION 35 On the M500 if PrintMe is offered: 1 Use a credit card at the M500 station to print a file from PrintMe. The test is successful if: connection to PrintMe and document download is successful prints made, charges correct On the M500 if cloud storage services are offered: 1 Use a credit card at the M500 station to print a file from Dropbox, Google Drive, Box, or OneDrive. The test is successful if: connection to the cloud storage service and file download is successful prints made, charges correct

41 5 USING STAFF FUNCTIONS ON THE M USING STAFF FUNCTIONS ON THE M500 Employees who will be required to use AdminCentral or the staff functions on the M500 stations need AdminCentral Staff Accounts. Under a Staff Account, employees can do the following on the M500: register the M500 station, as described in Registering the M500 station on page 24 perform uncharged copy and print work, as described in Accessing the M500 station for copy or print work on page 37 use diagnostics functions - access station information - deregister the M500 station - access diagnostics features - set the station to "Out of Service" See Using diagnostics functions on page 56 for information about using these functions. Creating Staff Account credentials The EFI system administrator sets up your organization with one AdminCentral Staff Account; use that account to log into AdminCentral and create additional Staff Accounts. To create a Staff Account: 1 Click the Configuration tab, then click Staff Account. 2 Click Add Staff. 3 Enter the employee s name and address. 4 Click Add. The employee will receive an invitation containing a link they can use to access AdminCentral and activate their account and define their password. They must activate their Staff Account within 7 days of receiving the activation . If they do not, you can resend the invitation. Note: Do not share your account credentials with anyone; you must keep your credentials secure. Change your password immediately if you think your credentials have been compromised.

42 USING STAFF FUNCTIONS ON THE M Accessing the M500 station for copy or print work The staff member can log in and use the copy and print functions on the M500 station without charge, although work is tracked. The same functions and workflow apply as for paid users. To use the M500 station for copying or printing under a Staff Account: 1 Select either Make Copies or Print from the M500 station s Welcome screen. 2 Touch Staff Login. 3 Enter your Staff Account credentials of address and password, and touch Log In. 4 Make your copies or prints. The workflow is the same as for regular users. 5 When you are finished, touch End Session.

43 USING STAFF FUNCTIONS ON THE M Diagnostics functions More information about individual diagnostics features is available in M500 Service Mode and diagnostics on page 54. To access diagnostics or configuration functions on the M500 station: 1 Double-tap the lower left corner of the M500 station screen to open the Device Information screen. 2 Touch Log In. 3 Enter your Staff Account credentials of address and your password, and touch Log In. The Service Mode screen is displayed, containing diagnostics functions. See M500 Service Mode and diagnostics on page 54 for information about the functions. To end your staff session, touch Log Out.

44 6 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 39 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL AdminCentral provides access to the system configuration functions already described in this document, plus it provides convenient access to useful administrative functions. Log in to AdminCentral to access the following administrative features: working with transaction data - generating reports; see Reporting on page 40 - exporting data to a CSV file; see Export to CSV on page 41 - printing or ing receipts; see Transactions and receipts on page 42 monitoring M500 station status; see Monitoring system status on page 44 updating configuration or software on your M500 station; see Updating station configuration or software on page 45

45 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 40 Section A: Working with transactions This section describes how to generate a report or export transaction data, and how to print a receipt after you have logged into AdminCentral. These functions use the transaction data sent from the M500 station to the Host when a user finishes working. Reporting Click the Reports tab to access different types of sales reports generated against the transaction data stored on the host.reports include only tendered (captured and approved) sales. Report types The following reports are available: Device Activity - Product quantities sold and pre-tax sales values for each M500 station. A pie chart illustrates how much of your organization s total Self-Serve sales each M500 station is responsible for. Location Activity - Product quantities and pre-tax sales values for each Location. A pie chart illustrates how much of your organization s total sales each Location is responsible for. Sales by Day of the Week - Total number of transactions, percentage of total sales, and pre-tax sales amounts by day of the week. A bar graph also illustrates number of transactions or average number of transactions (if Timeframe spans more than one week). Sales by Hour of the Day - Total number of transactions, average number of transactions and average pre-tax sales amounts by hour. A bar graph illustrates transactions by hour or average number of transactions (if Timeframe spans more than one day). Sales Report - Sales total - total sales before tax, individual total for each applicable tax, and the total sales including tax. - Totals by product SKU - SKU and description, number of pages for each SKU, total sales before tax for each SKU. - Totals by card type - number of transactions for each card type and the total sales amount, including tax, for each type. Credit cards and cash card are sub totaled separately. - The Sales Report also shows information for non-tendered transactions. This includes staff transactions, plus declined, failed, or pending transactions at the time the report is generated.

46 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 41 Report parameters You can generate a report for the day or days you choose under Timeframe. Click the date display to change the Timeframe. You also choose the Location or Locations and the transactions from the M500 stations there are included. Generating a report To generate a report: 1 Choose a Report Type. 2 Choose a single Location or All. 3 Define a Timeframe to report against. 4 Click Generate. The resulting report will include tendered (captured and approved) sales from all the M500 stations at the selected Location(s), and cover the dates you selected. After you have generated a report, you can print it using the Print Report button below the report. Export to CSV Click the Reports tab to access transaction data that can be exported to a CSV (comma separated value) format file. The CSV format file is generated and downloaded to your local computer. You can open CSV files with Excel or other applications, or use them to generate your own reports. Only transactions that have a status of Successful or Failed are included in the export. Transactions may have a pending status if there is an error in communication with the card processor and the M500 has not received approval or decline for a capture attempt. Pending transactions are not included in the export. Export parameters You can generate a CSV file for the day or days you choose under Timeframe. Click the date display to change the Timeframe. You also choose the Location or Locations and the transactions from the M500 stations that are included.

47 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 42 Export types To export, choose an Export to CSV option from Report Type. The following exports are available: Transactions Summary Export - One line for each transaction; includes location, M500 device, receipt number, date/time, date/time uploaded to the host. - Also details taxes, payment method and capture status, cash card balance. - The file name begins with Transactions and includes location number (or if all locations) and date range. Transactions Detail Export - One line for each item in the included transactions, indicating location, M500 device used, receipt number, transaction date/time, card type, and item details (such as number of pages, print or copy, page size, color option, duplex option, print source). - One transaction may have several lines. - The file name begins with LineItems and includes location number (or if all locations) and date range. Generating an export file To generate an export: 1 Click the Report Type dropdown. 2 Choose an Export to CSV option. 3 Choose a single Location or All. 4 Define a Timeframe to include. 5 Click Generate. The export file is generated and downloaded to your PC. The file name for a summary report begins with LineItems. The file name for a Detail report begins with Transactions. Transactions and receipts After the user is finished printing or copying, the M500 station sends transaction information to the Host. With AdminCentral you can review the transactions and print or receipts. Transactions with a status of Failed, indicating unsuccessful capture of the transaction amount, cannot be printed or ed. To print a receipt: 1 Click the Transactions tab. 2 Choose the Location where the work was done. 3 Choose a date or date range and click Apply. 4 Click View.

48 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 43 5 Click a transaction to see its details. 6 Click Print Receipt. To a receipt: 1 Follow the steps above to see a transaction s details. 2 Click Receipt. The Receipt dialog opens. 3 Enter the customer s address and click Send. Searching for a transaction You can also search for a transaction. Searches apply to the Location and Timeframe you define. Search for M500 station name, last 4 digits of the payment card number, card type, transaction total, or receipt number.

49 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 44 Section B: Monitoring system status At any time, you can log into AdminCentral and review status information about all your M500 stations. AdminCentral also provides sales figures at a glance. Device monitor To view status: 1 Click the Dashboard tab. 2 Choose the Location you want to monitor, or All. The stations in that Location are listed, with their current status. You can filter to see only the stations with Errors. To view additional details: Click the M500 station name to see a quick view of information, including its IP address and software version. Further detailed information is available when you click View Detailed Report. The detailed report includes the software update history. Actions Each station has an Actions function to help you resolve a problem. Click Actions to: Edit the Device Profile. Deregister the M500 station from the host side. Use this only if for some reason you cannot Deregister on the M500 directly. The M500 station must be re-registered to be used again. Send Log from station; the log retrieved from the M500 station and sent to EFI support where it can be analyzed. The M500 must be connected although it can have an error condition to retrieve logs. Health The Health panel on the right provides an immediate indicator of the overall status of stations at the selected Location(s). If all M500 stations are online and error-free then health is 100%. If half of the stations are offline or have an error then health is 50%. Transactions Immediately below Health is a Transaction summary for today, for the selected Location or All. The pie chart illustrates how sales of different types of products are contributing to the sales total. You can also see the Transaction summary for yesterday or for the past 7 days.

50 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 45 Section C: Updating station configuration or software This section describes applying updates to the M500 station. Updates can be of two types: configuration updates, such as price or tax rate changed in AdminCentral software updates to the EFI application running on the M500 station Updating station configuration Ongoing, you can use AdminCentral as necessary to manage your system configuration. For example, you may want to change prices, tax rates, or the selection of print services offered on an M500 station. After you change configuration in AdminCentral, changes are applied automatically to the affected M500 station(s) when the station is idle. The M500 goes out of service briefly while it downloads and applies the new configuration. Updating M500 software Software updates for your M500 stations are uploaded to the host by the EFI System Administrator and you can access them through AdminCentral. Triggering a software update When there is an update available, a message "New software available for the devices in your account" appears in a yellow bar along the top of AdminCentral. To manually apply an update: 1 Click View Details & Update to open the Software update panel. 2 Click an update to apply. To see more information about an update, click See More under Release Notes. 3 Click Next. Locations and M500 stations that will receive the update are displayed in the Software update - Select locations & devices panel. 4 If necessary, change the stations that will be updated. a. Click Advanced Device Selection. The Software update panel displays a list of your Locations. b. Choose a Location to see the stations in it. c. Choose the Locations and the stations within each Location to be updated. 5 Click Update. 6 Click OK on the confirmation panel.

51 MANAGING THE SELF-SERVE IMPLEMENTATION WITH ADMINCENTRAL 46 Update process at the M500 station The update process at the M500 station is entirely automatic. Any affected M500 station is notified that an update is available. The M500 station waits until it has been idle for several minutes, then reboots prior to downloading and applying the update. The station is out of service during the update process, and the M500 station displays a message and progress indicator while the update is being applied. If you are applying more than 1 update, the M500 station downloads and applies each of them in order. The M500 may reboot automatically as it applies an update. At the end of the update process, the M500 station is ready for use again.

52 7 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 47 MAINTAINING AND TROUBLESHOOTING M500 STATIONS This chapter contains sections that describe different aspects of maintaining and troubleshooting your M500 stations: Adding another M500 station on page 48 Cleaning the M500 device on page 49 Troubleshooting on page 51 This section includes an overview of the M500 station hardware and cable connections. Replacing a malfunctioning M500 device on page 60 M500 security If your M500 devices accept credit cards, you are subject to PCI DSS (Payment Card Industry Data Security Standards). Refer to for more information about PCI. As part of your PCI compliance, you must implement physical security controls to the M500 according to PCI standards (PCI DSS version 3.0 section 9). This includes but is not limited to: keeping keys to the M500 in a secured location implementing restrictions on access to the M500 network jacks periodically inspecting the M500 device for evidence of tampering or substitution training personnel to be aware of suspicious behavior, and creating processes for reporting such behavior creating processes to verify the identity of third party persons claiming to be repair or maintenance personnel

53 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 48 Section A: Adding another M500 station You may add M500 stations to your implementation, either at an existing Location or a new Location. The configuration you must perform in AdminCentral depends on where you are connecting the M500 device. If the M500 device is being installed in a new site, you must create a new Location. Prices and tax rates are part of the new Location s configuration. See Completing Location level configuration on page 17. Regardless of where the new M500 is being installed, you must create a Device Profile for it. See Creating a Device Profile for the M500 station on page 19. Once configuration is complete, you can assemble and connect the M500 and register it with its Device Profile.

54 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 49 Section B: Cleaning the M500 device Regular cleaning is required to keep your M500 station in good working order. It is very important that you use only the cleaning materials endorsed by EFI and that you not use any cleaning sprays because they can damage your M500 device. Cleaning the touch screen The touch screen on your M500 station must be cleaned regularly to remove dirt and oil. EFI has approved View Screen Wipes for cleaning these screens. Each wipes package includes a wet pad and a dry pad that are used during cleaning. ATTENTION! Improper cleaning can damage the touch screen. Never spray any liquid directly onto the touch screen. Do not use tap water, household window or surface cleaners, or non-lint free cloths. The minerals and chemicals in water and cleaners can degrade the soft film on the surface of the panel. Lint from cloths can scratch or leave a residue behind. To clean the touch screen: 1 Use the wet pad to wipe the screen in a continuous motion until it is clean. 2 Use the dry pad to wipe the screen until it is completely dry. Cleaning the card reader It is important that you clean your M500 station s card reader regularly as a dirty card reader may reject valid cards. Clean card readers with a special pre-moistened cleaning card that picks up dirt as it moves through the reader.

55 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 50 To clean the card reader: 1 Remove the cleaning card from its packaging. 2 Swipe the cleaning card in the card reader. Dirty spots appear on the card where it has removed dirt from the card reader. 3 Swipe the card again, without changing the orientation of the card. 4 Turn the card front to back and swipe the cleaning card twice. 5 Flip the card upside down and swipe twice. 6 Turn the card front to back and swipe twice. Continue cleaning until the card stops picking up new dirt deposits. You may need to continue with a fresh cleaning card.

56 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 51 Section C: Troubleshooting This section describes the M500 station hardware components and connections, and it provides symptoms and solutions for conditions you may encounter with the M500 Self-Serve station. M500 station hardware overview An M500 Self-Serve station requires the following: M500 device M500 stand or mounting bracket (for desktop or counter top mounting) network and power cables Stand or mounting bracket M500 device with network, power, and FIH cables for copy support: - FIH cable - FIH adapter specific for your MFP model; the adapter connects to the Foreign Interface or Key Counter port on the MFP Sample FIH Adapters FIH cable Setup steps for the M500 are described in Connecting the M500 device on page 20.

57 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 52 Device overview All M500 devices have a USB port, card reader, controller, and large bright touch screen display. An M500 model with a barcode scanner is also available (M505). All information in this document for the M500 also applies to the M505. Card reader with status LED Touch screen Barcode scanner in M505 model USB Connections The M500 device is connected into your network for access to: MFP for printing Internet for credit card authorization and cash card processing, access to cloud storage services (PrintMe, Dropbox, Box, Google Drive, Box, OneDrive), and the Host The M500 device is connected to the MFP by the FIH cable and FIH adapter for copying functions. Power (Black) Spring plunger Network (Blue) FIH (Gray) to FIH adapter on the MFP

58 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 53 Mounting features The M500 device is usually mounted on a stand that is placed beside the MFP. Cables are threaded through the cylindrical trunk of the stand and exit via a cutout at the bottom. The M500 device is locked onto the stand by a spring plunger. The spring plunger and the cable connections are secured behind a locked, hinged door at the back. All M500 devices use a common key. Keys are included with each M500. Alternatively, the M500 can be mounted on a desktop or counter top with a mounting bracket. The M500 slides onto the bracket and is secured with the spring plunger. Cables run out the back of the unit, through the grooves in the mounting bracket. a. Use the mounting screws provided with the mounting bracket to connect it to the desktop our counter top. b. Slide the M500 onto the bracket until the spring plunger clicks. c. Connect cables and thread them out the grooves in the bracket.

59 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 54 M500 Service Mode and diagnostics The Service Mode menu can be accessed after log in with Staff Account credentials. The Service Mode screen has buttons for accessing station and system information, station deregistration, diagnostics, and network settings. To access the Service Mode screen: 1 Double-tap the lower left corner of the Welcome screen to open the Device Information screen. 2 Touch Log In. 3 Enter your Staff Account credentials of address and password, and touch Log In. The Service Mode screen is displayed, containing buttons for the following diagnostic and information functions. - Device Information displays information about your M500 station, including device name, software version, and printer status. It also includes a Reboot button that you can use to safely reboot the M500 station. Note: This version of the Device Information screen is more detailed than the version of the screen that opens when you double-tap the lower left corner of the Welcome screen.

60 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 55 - Set to "Out of Service" takes the M500 out of service temporarily without deactivating it. This would be used, for example, if the MFP was awaiting a technician and is temporarily out of order. The button toggles to Set to "In Service" - Run Diagnostics opens a menu of diagnostics options for card reader, copier, USB port, network, sound and barcode scanner (M505 model only). See Using diagnostics functions on page Deregister will deregister your M500 station and take it out of service. In order to bring the station back into service, you will need to register it again as described in Registering the M500 station on page Network Settings provides access to Proxy and M500 static IP settings. See Defining a proxy on page 28 and Setting Static IP on page Touch Log Out to exit Service Mode.

61 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 56 Using diagnostics functions The M500 station includes diagnostics that can be accessed after log in with Staff Account credentials. Diagnostics allow you to isolate a hardware component on the M500 device and test it. To access diagnostics functions: 1 On the Service Mode screen, touch Run Diagnostics. 2 Choose the component you want to test. See Diagnostics options on page Follow the instructions to test. Diagnostics options Card Reader This option covers: communication with the card reader card reader s operation Insert cash and credit cards into the reader and watch the messages to verify the operation. Network This option allows you to test network connectivity and communication with the server by pinging the gateway. Printers This option tests communication with the MFP for printing. Touch Test to print a test page. Copier This option tests the M500 station communication with the MFP for copying; this communication is via the FIH cable. Touch the Enable and Disable buttons, make copies, and watch the effect on the MFP and M500. USB Port

62 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 57 This option tests that the M500 station can read USB thumb drives inserted into the port. Sound This option allows you to change the volume of the "Beep" and "Click" sounds generated by the M500 device. If you change the volume and leave the screen, the volume change is saved. Barcode Scanner (M505 model only) This function tests the scanner. Scan different barcodes and review the scanned information displayed on-screen. Password of the Day The Password of the Day function allows access to staff functions, including those on the Service Mode screen, if the M500 is offline from the cloud host. The password can only be used when the M500 is offline from the host. A new password is automatically generated daily. You must log on to Self-Serve AdminCentral to obtain the current password. The password is displayed in the black bar across the top of the Self-Serve AdminCentral screen, to the right of the key icon. To use the password of the day, leave the field empty and enter the password into the Password field on the M500. Touch Log In. Enter password here and leave empty.

63 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 58 Issue resolution This section describes issues you may encounter, and suggests simple measures to resolve them. If these steps do not fix the problem, contact EFI for support assistance. Issue: The M500 station is out of service The M500 station was operating, then unexpectedly went out of service. Explanation Network problem Hardware malfunction on M500 station Station configuration problem Resolution Check all cable connections Restart the M500 station and the MFP Log in to the M500 station with Staff Account credentials and Run Diagnostics from the Service Mode screen (if the M500 is offline from the host, log in with the Password of the Day). Check if other M500 stations in the Location are also offline Check station configuration in AdminCentral Check Firewall settings Issue: The Print button on the M500 station is not available The Print button is grayed out. Explanation MFP problem Network problem Station configuration problem Resolution Check the status of the MFP. If the MFP is offline, printing is not available from the M500 station Restart the M500 station and the MFP Check all cable connections Check station configuration in AdminCentral Check Firewall settings

64 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 59 Issue: A copy job stopped mid-job The user was making copies and the MFP stopped. Explanation MFP is out of paper, jammed, or otherwise offline Payment card is out of money or was declined Resolution Check the status of the MFP Check the status of the payment card. - Cash card, CBord or Blackboard The M500 station allows the user to make copies valued up to the balance on the card. When the balance becomes too low for 1 additional copy, the M500 automatically disables the MFP. Swipe the cash card in the card reader and watch the screen for messages. - Credit card The M500 station automatically seeks authorization for the transaction amount when it reaches or exceeds the capture limit. If that authorization request is declined, the M500 station disables the MFP to prevent the user from accumulating additional charges on the card. Refer to Payment on page 14 for information about the Transaction Auto-Capture Limit.

65 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 60 Section D: Replacing a malfunctioning M500 device This section describes replacing an M500 device due to malfunction. It assumes you are reusing the cables and stand. You must deregister the current device to release it from the Host. This is described in step 1 in the instructions below. Each M500 station is registered with a unique Device Profile. If you need to replace an M500 device, you can use the same Device Profile for the new device as the current device. To replace the M500 device: 1 Deregister the M500 station using one of the following two methods: Service Mode screen on the M500: a. Double-touch the lower left corner of the M500 screen to open the Device Information screen. b. Touch Log In. c. Enter your Staff Account credentials and touch Log In. The Service Mode screen opens. d. Touch Deregister. OR AdminCentral on the Dashboard tab: a. Log into AdminCentral with your Staff Account credentials and click the Dashboard tab. b. Choose the Location and click the current M500 device s name. c. Click Actions beside the current device s name, and choose Deregister from the menu. 2 Remove the current M500 device. a. Unlock and open the back panel of the M500 to access the cable connections. b. Unplug all cables and leave them hanging over the edge of the stand. c. Lift the spring plunger and slide the M500 forward off the stand.

66 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 61 3 Install the new M500 device. a. Hold the M500 device in both hands, with the touch screen toward you. b. Align the grooves on the bottom of the M500 device with the sides of the stand. Make sure the M500 is centered. c. Slide the M500 device onto the stand as far as it will go until the spring plunger clicks. d. Connect cables to the M500 device. network cable to Network gray FIH cable to FIH power cable to Power e. Close and lock the door of the M500 device.

67 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 62 4 Register the station. When the M500 device powers up for the first time, it displays the following screen: a. Touch Register Device.

68 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 63 b. Touch Register Device. c. Enter your AdminCentral Staff Account credentials of address and password, and touch Log In.

69 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 64 d. Select your Location and touch Next. e. Select the device name for this M500 station and touch Next. The device name can be the same as the name of the M500 station you removed as long as you deregistered it as in step 1. f. Review the device details, and touch Register to complete the process. If this is not the device name you want to use, touch Back to select a different device name.

70 MAINTAINING AND TROUBLESHOOTING M500 STATIONS 65 The M500 station downloads software updates and its configuration from the Cloud Host. This will take several minutes, and the M500 station may reboot; this is normal operation. Activation is complete when the Welcome screen is displayed.

71 INDEX 66 INDEX A accessing offline M activating M B barcode scanner M Box 5, 34 branch code SVS 7 Branch ID 9, 17 branch ID 15 C cables by color 21 card reader cleaning card 50 CBORD CS Gold 8 Odyssey 8 CBORD Bin Range 8 changing volume on M charging tax 18 choosing device name 27, 64 cleaning card reader 50 M M500 touch screen 49 color of cables 21 copier connection 51 copy functions 51, 52 copy pricing to new location 18 counter top mounting 53 credentials, staff 24 CSV export 41 D defining device IP 31 desktop mounting 5, 53 detailed device report 44 device IP settings 32 device profile in AdminCentral 24 device profiles 18, 19 DHCP 9 division 15 SVS 7 Dropbox 5, 34 E receipt 43 event logs 14 export transaction info to CSV 41 F FIH adapter 23, 51 harness 23 FIH cable 51, 52 finding a transaction 42 footer text 18 G Google Drive 5, 34 grooves 21, 61 H header text 18 I import prices from existing location 18 IP defining static 31 K key, M L Location Branch ID 17 Device Profile 18, 19 Price List 18 Tax Rates 18 Location configuration 18 logo image 18 logs from M LPR printing 19 M M500 cables 21 cleaning card reader 50 cleaning touch screen 49 desktop mounting 5, 53 hardware installation 20 key 53

72 INDEX 67 mounting 53 mounting on stand 21, 61 overview 52 photo 5 stand 53 volume 57 M500 configuration 18, 19 M500 device name 27, 64 M500 logs 44 M500 offline 57 M500 printer 18, 19 M500 station hardware 51 M500, activating 24 M mandatory branch ID 17 manual proxy settings 28 MOTO Ogone PSP ID 8 MOTO account 15 mounting bracket for M O Odyssey Code Map 8 Ogone 8 Ogone account type 15 Ogone Password 8 Ogone User ID 8 OneDrive 5 overview M P password of the day 57 PCI 14 post pay 6, 14 Price List 18 prices include tax 16 print a report 41 print receipt 42 PrintMe 5, 34 properly cleaning touch screen 49 proxy 28 R RAW printing 19 receipt 43 print 42 receipt header and footer 18 receipt logo 17 report print 41 report types 40, 42 reporting 40, 42 S sales reports 40, 42 service mode window 24, 63 setting up CBORD 8 setting up Ogone 8 spring plunger 21, 61 staff account credentials 6 staff credentials 24 staff functions 6 staff functions when offline 57 stand for M Static IP 9 static IP 31 store number 15 SVS 7 SVS cards 15 SVS division 7 SVS mandatory field 9 SVS store number 9 system testing 34 T tax rates 18 testing 34 card processing 34 materials 10 threading cables through the stand 20 transaction details 42 transaction invoice 6 transactions to CSV 41 U using a proxy 28 V view detailed report 44 View Screen Wipes 49 W what you need to test 10 Windex 49