ATM top tips: Supervisor mode and Logical Cash Outs

Here’s a guide to using Supervisor mode on your ATM and some advice on how to avoid Logical Cash Outs.
What should the supervisor mode be used for?
The Supervisor mode takes the ATM out of service so it should only be done for the following reasons:

• Printing 16:30 figures for your daily cash declarations

• Loading or topping up cash
• Weekly Balancing
• If advised to do so by the Diebold Nixdorf Helpdesk or Diebold Nixdorf Engineer

Press F1 to put the ATM into Supervisor mode.

• F1 tells the device to wait until it is safe to enter Supervisor mode. This is to ensure no customer transactions are interrupted if a
customer is using the ATM when you press F1. The ATM will wait until any transactions are completed and the customer removes their
bank card. It will then place itself into supervisor mode and go offline.
• Always put the ATM into supervisor mode if conducting first line maintenance such as sorting out a cash jam.
• Do not open the safe area without placing the device into supervisor mode using the F1 command. Opening the safe area without
placing the device into supervisor mode could lead to failed transactions or balancing discrepancies in branch.
• Do not remove or handle cassettes without placing the device into supervisor mode using the F1 command. Doing this could also lead
to failed transactions or balancing discrepancies in branch.

Select 98 to exit Supervisor mode. This will allow the ATM to complete relevant checks and return into service.

98 (EXIT)
What is a Logical Cash Out and how can you avoid it happening?

A Logical Cash Out occurs when figures entered against each cassette do not match the physical amount of notes loaded during replenishment
or topping up of cash.

This results in the ATM looking for notes within a cassette that have not been physically loaded, as in the examples below.

Logical Cash Outs are also known as Operator Induced Downtime.

Example 1

Cassette 1 – Loaded £10,000 £10 notes – this equals 1,000 notes so enter 1,000 against cassette 1 in the cash management screen
Cassette 2 – Loaded £10,000 £10 notes – this equals 1,000 notes but the operator accidentally entered 1,100 against cassette 2

In the example, the ATM is looking for an additional 100 notes within cassette 2. When the ATM tries dispensing notes and both cassettes are
physically empty, the ATM will continue to look for the additional 100 notes in cassette 2 which have not been physically loaded.

Example 2

Cassette 1 - £18,000 £10 notes – this equals 1,800 notes but in the operator keyed in 18,000 in error
Cassette 2 - £18,000 £10 notes – this equals 1,800 notes but the operator keyed in 18,000 in error for this cassette as well

The figures entered do not match the physical cash loaded so the ATM will again look for the missing notes, and this kind of error could
potentially lead to balancing discrepancies in branch.

You should never key in the full remittance amount but instead top up the device as required, and that will help prevent Logical Cash Outs that
could make it harder for you to balance the ATM successfully.

Remember the physical cash notes loaded should match what is entered into the Supervisor panel. By doing this you will avoid Logical Cash
Outs and potential unnecessary balancing errors.

If you would like more details about this, please refer to your ATM user guide.

You can also head to the ATM hub, where you can print user guides and find additional useful information for you and your team including
training videos and weekly availability for your ATM.

Alternatively you can order user guides through Horizon using MISC1426 for External ATM and MISC1427 for Internal ATM.

If you have any questions about this or would like some extra support, please email the Post Office ATM Team on ATM.Team@postoffice.co.uk

For any technical difficulties with your ATM, always contact the Diebold Nixdorf Helpdesk on 0370 850 4113 (open 8am to 11pm Monday to
Sunday).