Enterprise Payment Solutions Hardware Troubleshooting
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Contents System Requirements... 3 Other Supported Scanners... 4 Confirming Your System Administrator Privileges... 4 Browser Settings... 5 Turning on Compatibility View... 5 Configuring Temporary Internet Files and History Settings... 7 Adding to the Trusted Sites... 8 Scanner Device Control...16 Device Control Indicators...16 Displaying Status Messages and Alerts...18 Disable Device Control Launch on Startup...19 Disable Device Control Auto Detect Proxy...19 Changing a Scanner...20 Uninstalling a Scanner...21 Troubleshooting...25 Application Will Not Launch...25 Check Jam...28 Choose A Device Manufacturer Prompt Appears Every Time...30 Communication Error/Failure...31 Device Error: SAFETY...32 Device Error for Panini VisionX: Compression Error...33 Error Connecting to Device Control...34 Images With Horizontal Black Lines...35 Verifying Power Options...35 Cleaning Image Cameras...36 Electrical Interference...37 1
Poor Electrical Circuit...37 Degraded USB Controller or Cable...37 Other USB Devices...37 Outdated BIOS/firmware/chipset...37 Internet Browser Settings Update Loop...37 RDC Configuration Error...42 Required supported device list not available Error...42 Terminal Not Enabled...43 Terminal Not Set Up...44 Verifying the Use of a Mac...45 2
System Requirements In addition to a high-speed Internet connection, the following components are required for working with the application(s). For the PC: Local Administrative rights. USB port 2.0 or higher. For Microsoft Windows : Windows Vista (except Starter or Home Basic): Microsoft Internet Explorer 8 and 9. Windows 7: Microsoft Internet Explorer 8, 9, 10, and 11. Windows 8: Microsoft Internet Explorer 10. Windows 8.1, update 1: Microsoft Internet Explorer 11..NET Framework 4.0 or higher. The following scanners support this application s features. Scanner Model Supported Panini I:Deal WI: Deal My Vision X Vision X Digital Check RDM CX30 TS230 TS240 EC7000i EC7500i Epson Capture One TMS 1000 Unisys Burroughs Micro EX Pro SmartSource Professional Elite SmartSource Merchant Elite Value 3
Other Supported Scanners For a complete list of supported scanners, please refer to the EPS Remote Deposit Hardware (New UI) Compatibility List document on the Downloads page of the Partner Portal. Confirming Your System Administrator Privileges A user needs the necessary privileges for installation purposes. Follow the steps below to determine whether a particular user has system administrator privileges. 1. From your computer desktop, click the Start button. Right-click (My) Computer and select Manage. FIGURE 1 - MANAGE OPTION UNDER COMPUTER IN THE START MENU 2. The Computer Management window appears. Under Local Users and Groups, select the Groups folder. 3. Right-click Administrators, and select Properties. 4
FIGURE 2 - PROPERTIES OPTION FOR ADMINISTRATOR PRIVILEGES 4. The Administrators Properties window appears. If the account a person uses to log in is not displayed under the Members field, that user does not have administrative privileges. FIGURE 3 - USERS WITH ADMINISTRATIVE PRIVILEGES Browser Settings Turning on Compatibility View Adding the EPS URL to the Compatibility View Settings feature of Internet Explorer may help with viewing certain features in the application. 1. Open Internet Explorer. From the top navigational menu, select Tools Compatibility View Settings. 5
FIGURE 4 - COMPATIBILITY VIEW SETTINGS 2. The Compatibility View Settings window appears. Within the Add this website field provided, enter selectpayment.com and select Add. FIGURE 5 - ADD OPTION UNDER COMPATIBILITY VIEW SETTINGS 3. Select Close at the bottom of the Compatibility View Settings window. 4. Select OK from the bottom of the Internet Options window. 6
Configuring Temporary Internet Files and History Settings Configuring these settings can keep the pages in the system consistently refreshed with information. 1. Open Internet Explorer. From the top navigational menu, select Tools Internet Options. 2. From the tabs at the top of the Internet Options window, select General. FIGURE 6 - GENERAL TAB FOR INTERNET OPTIONS 3. Under the Browsing history section, select the Settings option. FIGURE 7 - SETTINGS OPTION UNDER BROWSING HISTORY 4. The Temporary Internet Files and History Settings window appears. Under Check for newer versions of stored pages, select the Every time I visit the webpage option. 7
FIGURE 8 - TEMPORARY INTERNET FILES AND HISTORY SETTINGS 5. Select OK at the bottom of the Temporary Internet Files and History Settings window. 6. Select OK from the bottom of the Internet Options window. Adding to the Trusted Sites A user will need to ensure that the Merchant Portal URL is added to the Trusted Sites option in Internet Settings. Use the following steps to add the website to your Trusted Sites. 1. Open Internet Explorer. From the top navigational menu, select Tools Internet Options. 8
FIGURE 9 - INTERNET OPTIONS 2. From the tabs at the top of the Internet Options window, select Security. FIGURE 10 - SECURITY TAB UNDER INTERNET OPTIONS 3. Select the Trusted Sites icon to activate the Sites option. Select Sites. FIGURE 11 - SITES OPTION UNDER TRUSTED SITES CATEGORY 9
4. The Trusted Sites window appears. In the Add this website to the zone field, enter the URL: https://ssl.selectpayment.com and select Add. FIGURE 12 - ADDING A TRUSTED SITE 5. Select Close at the bottom of the Trusted sites window. 6. In the Internet Options window, with the Trusted sites zone selected, choose the Custom level option. FIGURE 13 - CUSTOM LEVEL OPTION 10
7. In the Security Settings - Trusted Sites Zone window, scroll down to the.net Framework-reliant components section. Select the Enable option for Run components signed with Authenticode. FIGURE 14 - ENABLE RUN COMPONENTS SIGNED WITH AUTHENTICODE a. (For Internet Explorer 8 only) In the Security Settings - Trusted Sites Zone window, scroll down to the Downloads section. Select the Enable option for Automatic prompting for file downloads. FIGURE 15 - ENABLE AUTOMATIC PROMPTING FOR FILE DOWNLOADS 11
8. Scroll down in the Security Settings - Trusted Sites Zone window to the Miscellaneous section. Select the Enable option for Access data sources across domains. FIGURE 16 - ENABLE ACCESS DATA SOURCES ACROSS DOMAINS 9. Under the same section, select the Enable option for Display mixed content. FIGURE 17 - DISPLAY MIXED CONTENT 10. Scroll down to the Scripting section. Select the Disable option for Enable XSS filter. 12
FIGURE 18 - DISABLING THE XSS FILTER 11. Select OK from the bottom of the Security Settings Trusted Sites Zone window. A prompt appears asking you to confirm changes. Select Yes. FIGURE 19 - PROMPT TO SAVE SETTINGS Configuring the Pop-Up Blocker 1. From the Internet Options window, select the Privacy tab. 2. Under the Pop-up Blocker section, if the Turn on Pop-up Blocker option is checked, continue with this step. If it is unchecked, proceed to step 3. a. Select the Settings option. 13
FIGURE 20 - SETTINGS OPTION FOR POP-UP BLOCKER b. In the Address of website to allow field, type ssl.selectpayment.com and select Add. FIGURE 21 - ADDING AN ALLOWED WEBSITE UNDER POP-UP BLOCKER SETTINGS c. Select Close to return to the Internet Options window. 3. From the bottom of the Internet Options window, select Apply. 14
FIGURE 22 - APPLYING ADVANCED SETTINGS 4. Select OK to finish. FIGURE 23 - OK OPTION TO FINISH APPLYING SETTINGS 15
Scanner Device Control Device Control Indicators The Device Control can be in any one of several statuses. Look to your hidden icons in the task bar of your desktop to view the status of the Device Control. In the following figure, the Device Control icon is yellow, indicating that it is in use. FIGURE 24 - DEVICE CONTROL ICON A green icon indicates the Device Control services are available. A black icon indicates that the Device Control services are offline. A red icon indicates that an error has occurred with the Device Control. 1. Select the Device Control icon to bring up the Device Control Information window. FIGURE 25 - DEVICE CONTROL INFORMATION WINDOW 16
2. To stop Device Control, select Service Stop. The Device Control icon and window will appear black. FIGURE 26 - STOP DEVICE CONTROL SERVICE FIGURE 27 - DEVICE CONTROL, BLACK 3. Select Navigate To Information or Navigate To Diagnostics near the top corner of the Device Control to see more about scanner settings or other information. 17
FIGURE 28 - NAVIGATE TO OPTION Displaying Status Messages and Alerts Use the following steps to limit the amount of alerts and status messages received from Device Control. 1. On the bottom task bar, select the Show hidden icons option. FIGURE 29 - SHOW HIDDEN ICONS OPTION 2. Right-click the Device Control icon and select Options Display Alert Balloons. The option should now be deselected (no checkmark next to the option). 18
FIGURE 30 - DISPLAY ALERT BALLOONS OPTION, SELECTED FIGURE 31 - DISPLAY ALERT BALLOONS, DESELECTED Disable Device Control Launch on Startup Use the following steps to disable Device Control from launching on startup. 1. On the bottom task bar, select the Show hidden icons option. 2. Right-click the Device Control icon and deselect the Options Launch on Startup feature. The option should now be unmarked (no checkmark next to the option). Disable Device Control Auto Detect Proxy Use the following steps to disable Device Control from auto detecting proxy configuration. 1. On the bottom task bar, select the Show hidden icons option. 2. Right-click the Device Control icon and deselect the Options Auto Detect Proxy feature. The option should now be unmarked (no checkmark next to the option). 19
Changing a Scanner To select a different scanner with the Device Control, follow the steps below. 1. From the Device Control Information window, select Service Stop. FIGURE 32 - STOP DEVICE CONTROL SERVICE 2. Select Device Chooser. FIGURE 33 - DEVICE CHOOSER OPTION 20
3. The Choose a Device Manufacturer window appears. Select a manufacturer for the scanner you wish to utilize. You may also opt to select a particular model. FIGURE 34 - SELECTING A NEW SCANNER AND MODEL 4. If the scanner model you selected has not yet been installed, the system will display an indicator, Not Installed! You have the option of installing this scanner if applicable. FIGURE 35 - SELECTED DEVICE NOT INSTALLED Uninstalling a Scanner Use the following steps to uninstall a scanner once you have Device Control installed. 1. In the Device Control window under the Choose a Device Manufacturer heading, select the Uninstall option. 21
FIGURE 36 - UNINSTALL OPTION 2. The Add/Remove Devices page appears. Choose the scanner to uninstall, and select Uninstall. FIGURE 37 - SELECTING A SCANNER WITH UNINSTALL OPTION 3. The Uninstall Wizard initiates. Complete the instructions, and select Next to continue. 22
FIGURE 38 - UNINSTALL WIZARD WITH NEXT OPTION 4. The installer information for the scanner appears. Select Next to continue. FIGURE 39 - UNINSTALL WIZARD WITH INSTALLER INFORMATION 5. The uninstallation process will complete. Select Next to continue. 23
FIGURE 40 - UNINSTALL COMPLETE PROMPT 6. Once the process is complete, select Finish. The scanner you selected will now be uninstalled. 24
Troubleshooting Application Will Not Launch FIGURE 41 - APPLICATION CANNOT START 1. Select OK, and restart your computer. NOTE: The user performing these tasks will need Administrator privileges. 2. From the Start menu, select Control Panel. FIGURE 42 - CONTROL PANEL OPTION, WINDOWS 7 3. From the Control Panel s list of items, select Programs and Features. 25
FIGURE 43 - PROGRAMS AND FEATURES 4. From the Programs and Features window, select the EPS Device Control application and select the Uninstall/Change option. FIGURE 44 - UNINSTALLING EPS DEVICE CONTROL 26
5. Navigate to the URL for the Merchant Portal, and log in. Select the Transactions tab from the top of the page. 6. From the left navigational bar, attempt to launch Device Control by selecting your Remote Deposit option and creating a deposit. During this process, you may receive the following prompt to reinstall/launch Device Control. FIGURE 45 - LAUNCH DEVICE CONTROL PROMPT NOTE: If after installing Device Control you arrive at this page again, selecting the Launch Device Control option will simply launch the application for you. 7. Select to Install Device Control before creating a deposit. FIGURE 46 - PROMPT TO INSTALL DEVICE CONTROL NOTE: If at this time the system displays an error relating to a browser group policy setting, please contact your first line of technical support. 8. The Internet Browser Settings Update window appears. Read the agreement, and select Accept to acknowledge and agree to the terms described. 27
FIGURE 47 - INTERNET BROWSER SETTINGS UPDATE WINDOW 9. The system will ask you to log out of the Merchant Portal. After logging out of the portal, close all Internet Explorer windows. Select OK to continue, and restart your computer. FIGURE 48 - PROMPT TO CLOSE ALL INSTANCES OF IE Check Jam The figures below are errors that display when a check jams during scanning. Remove the check item from the scanner, and retry creating the deposit. 28
FIGURE 49 - DCC SCANNER ERROR FIGURE 50 - MVX SCANNER ERROR FIGURE 51 - EPSON SCANNER ERROR 29
Choose A Device Manufacturer Prompt Appears Every Time If Device Control s Choose A Device Manufacturer window appears everytime you begin making a deposit, you may need to make alterations to your Internet browsing history options. Placing the URL in your Favorites will also help to reduce the message frequency. 1. Navigate to the Merchant Portal URL, and opt to have this URL saved as one of your favorites. 2. Open an Internet Explorer window, and select Tools Internet Options. 3. Under the General tab, in the Browsing history section, deselect the checkbox next to Delete browsing history on exit so that this option is disabled. FIGURE 52 - DISABLING THE DELETE BROWSING HISTORY ON EXIT OPTION 4. Within the Browsing history section, select the Delete option to view the Delete Browsing History window. 30
FIGURE 53 - DELETE OPTION 5. The Delete Browsing History window appears. Select the check box next to the Preserve Favorites website data option, so that this option is enabled. To apply this setting, select the Delete option at the bottom of the window. The system will delete any excess browsing history but preserve the Favorites data. Communication Error/Failure FIGURE 54 - COMMUNICATION FAILURE 31
If Device Control cannot communicate with the application, make sure the scanner device is connected and the power is turned on. NOTE: If the scanner was plugged in before the device drivers were installed, you will need to verify the scanner appears correctly in the Device Manager. If the scanner displays a yellow question mark or shows under the Other Devices category as a USB device, right-click the icon and select Update Driver. 1. Log out of the Merchant Portal, close all instances of Internet Explorer, and restart your computer. 2. Once you have restarted the computer, log in to the Merchant Portal, and retry creating the deposit. 3. If the communication error still appears, you will need to restart Device Control. In the bottom right corner of your desktop, select to Show hidden icons. FIGURE 55 - SHOW HIDDEN ICONS OPTION 4. Right-click the Device Control icon and select Exit Application. FIGURE 56 - EXIT APPLICATION OPTION 5. Log out of the Merchant Portal, close all instances of Internet Explorer, and restart your computer. Once the computer has restarted, retry creating the deposit. Device Error: SAFETY If the cover of the scanner has been removed or is not properly in place, Device Control displays an alert message, Device Error: SAFETY. Please ensure the cover of the scanner is placed correctly, and retry your deposit. 32
FIGURE 57 - DEVICE ERROR: SAFETY Device Error for Panini VisionX: Compression Error A compression error occurs when the scanner is not able to compress the image. FIGURE 58 - COMPRESSION ERROR 1. Log out of the Merchant Portal. 2. Unplug the scanner from the computer, and instruct the customer/member to clean the contact image sensors (see figure below). 33
FIGURE 59 - CONTACT IMAGE SENSORS a. Gently open the front image camera, and remove any debris and dust. b. Clean the contact image sensors with a soft, lint-free cloth dampened with isopropyl alcohol or with eyeglass cleaner. 3. Reassemble the scanner, and connect the scanner to the computer. 4. Log in to the Merchant Portal, and continue scanning. Error Connecting to Device Control When creating a new deposit, the system may display a service error in the Scanner Interface section and be unable to connect to Device Control (see figure below). Reboot your computer, and retry the deposit. If the problem continues, reinstall the EPS Device Control application under the administrator account on the PC. FIGURE 60 - SCANNER INTERFACE ERROR CONNECTING TO DEVICE CONTROL 34
Images With Horizontal Black Lines There are a number of potential causes for images that are streaked with horizontal black lines. It is suggested that you implement each of the steps below one at a time in the order presented to resolve the horizontal black lines. NOTE: If after the completion of one of the solutions below images with horizontal black lines persist, you may opt for the next solution listed. Disconnect the scanner s power and USB cables, and reboot computer before attempting the next solution listed. Verifying Power Options 1. From your computer s Control Panel, select Power Options. FIGURE 61 - POWER OPTIONS 2. In the Power Options window, to the right of your currently active power plan, select Change plan settings. 35
FIGURE 62 - CHANGE PLAN SETTINGS 3. The Edit Plan Settings window appears. Ensure that the Turn off the display and Put the computer to sleep options are set to Never. FIGURE 63 - EDIT PLAN SETTINGS SET TO NEVER Cleaning Image Cameras Streaks may develop on the image caused by a buildup of ink deposits. If a streak develops on the image and running a cleaning card does not remove the streak, remove the inner and outer covers of the scanner. Gently remove the front image camera, and, using an alcohol-saturated snap swab, wipe the glass on both the front and back cameras. 36
FIGURE 64 - WIPING A CAMERA Electrical Interference There may be electrical interference from an appliance, such as oscillating fans, a space heater, a CRT-style computer monitor, etc. Move any such appliances at least 18 inches from the scanner. Poor Electrical Circuit If there is a poor quality electrical circuit, relocate the scanner s power source to a different electrical outlet. Degraded USB Controller or Cable Replace the USB cable. You may also use a powered USB hub for your scanner s USB connection with the computer. Other USB Devices Other USB devices connected to your computer, such as a laser printer or a 3-in-1 printer. Turn the power to these types of devices off during scanning, as they sometimes interfere with other USB devices (such as the scanner). Outdated BIOS/firmware/chipset Update your computer s firmware. Contact your computer manufacturer for assistance. Internet Browser Settings Update Loop In the upgrade process for the user interface, the Internet Browser Settings Update window may keep prompting you to ensure there are no other instances of Internet Explorer or Google Chrome open before you attempt to accept the settings update. At this time you may wish to save any work and close any additional applications in the event your computer needs to be rebooted. 1. If the Internet Browser Settings Update window appears when performing the user interface upgrade, do not close this window (see figure below). Instead, log out from the 37
Merchant Portal, and close all other instances of Internet Explorer and Google Chrome. FIGURE 65 - INTERNET BROWSER SETTINGS UPDATE WINDOW 2. Select Accept. If all instances of Internet Explorer and Google Chrome have been closed and the system displays the Internet Explorer Instances Detected window, you will need to reboot your computer before continuing the upgrade process. Select OK, and reboot your computer. FIGURE 66 - INTERNET EXPLORER INSTANCES DETECTED WINDOW 3. If after you have rebooted your computer and the Internet Explorer Instances Detected window still appears, cancel the process, and reboot your computer for a second time. You will need to start EPS Device Control manually by selecting Start EPS Device Control. 38
FIGURE 67 - EPS DEVICE CONTROL FIGURE 68 - EPS DEVICE CONTROL, WINDOWS 8 4. If all instances of Internet Explorer are closed and you still receive the Internet Explorer Instances Detected window, you will need to open the Task Manager window. Rightclick the task bar (this task bar also houses the Start option) and select Task Manager. 39
FIGURE 69 - START TASK MANAGER a. For Windows 7: In the Windows Task Manager window, select the Processes tab. For all instances of iexplore.exe and chrome.exe right-click each one and select End Process. NOTE: Do not close any instances of explorer.exe; only close instances of iexplore.exe and chrome.exe. FIGURE 70 - WINDOWS 7 PROCESSES TAB IN TASK MANAGER 40
b. For Windows 8: In the Task Manager window, under the Details tab, right-click each instance of iexplore.exe and chrome.exe and select End Task. NOTE: Do not close any instances of explorer.exe; only close instances of iexplore.exe and chrome.exe. FIGURE 71 - WINDOWS 8 TASK MANAGER 5. After you have closed all instances of iexplore.exe and chrome.exe, close the Task Manager window. From the Internet Browser Settings Update window, select Accept. FIGURE 72 - INTERNET BROWSER SETTINGS UPDATE 41
RDC Configuration Error When attempting to make a deposit, the following error may appear if the RDC configuration options were not automatically configured. Contact Customer Support to have the configuration settings set manually. FIGURE 73 - RDC CONFIGURATION ERROR, MERCHANT PORTAL FIGURE 74 - RDC CONFIGURATION ERROR, PARTNER PORTAL Required supported device list not available Error If the scanner type chosen for the merchant in the Partner Portal is not a compatible scanner, Device Control will not launch, and the user will see a Required supported device list not available error. You will need to log in to the Partner Portal and add a compatible scanner for the merchant. 42
FIGURE 75 - REQUIRED SUPPORTED DEVICE LIST NOT AVAILABLE Terminal Not Enabled An error describing a scanner terminal as not enabled may indicate that the scanner has been disabled in the Partner Portal. The scanner will need to be re-enabled for processing to continue. 43
FIGURE 76 - TERMINAL NOT ENABLED ERROR, REMOTE DEPOSIT COMPLETE FIGURE 77 - TERMINAL NOT ENABLED ERROR, REMOTE DEPOSIT SCAN Terminal Not Set Up If an error describes a terminal as not set up or invalid, the serial number on the scanner has either not been added in the Partner Portal or the serial number was added twice, resulting in two scanners with the same serial number. 44
FIGURE 78 - REMOTE DEPOSIT COMPLETE, TERMINAL NOT SET UP FIGURE 79 - REMOTE DEPOSIT SCAN, TERMINAL INVALID Verifying the Use of a Mac 1. Press and hold the Windows key on your keyboard, and press the R key. 2. The Run window appears. In the Open field provided, enter msinfo32 and select OK. FIGURE 80 - RUN WINDOW 45
3. The System Information window appears. The OS Name and System Manufacturer are listed for your reference. FIGURE 81 - SYSTEM INFORMATION WINDOW 46