A-PASS TROUBLESHOOTING GUIDE

No Video on the Monitor:

™ Make sure the monitors power cord is plugged into a power supply.

™ Make sure the computer is powered on.

™ Make sure the video cable is plugged into the 15 pin port on the back of the
computer video card.

™ Make sure the monitor cable has no cable kinks.

™ Try another monitor cable and power supply.

™ Make sure the monitor power button is on; this can be found on the back of
the monitor, the button may be a small white or black button.

™ Try another monitor to determine if it is the monitor or the pc.

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™ Make sure that you are supplying 110V AC.

™ Make sure the monitor has no cracks on the housing.

™ If you have a step-down transformer make sure the output is 110V AC.
To verify the voltage output you should use a multimeter. If the voltage is
above the equipment can be damage.

PC Will Not Power Up:

™ Make sure the power cable is plugged in.

™ Make sure the UPS is functional and powered up.

™ Make sure the power strip is turn on.

™ If you have a step-down transformer make sure the output is 110V AC. To
verify the voltage output you should use a multimeter. If the voltage is above,
the equipment can be damage.

No Sound:

™ Make sure the audio cable is plugged into the pc.

™ If you have power speakers make sure the speaker volume control is not set
too low and that the power supply is plugged in and powered on.
™ Make sure in Windows that the volume is not set too low or on mute.

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™ Check your Device Manager in windows and verify if you have any yellow
exclamation points on audio devices. You may need to re-install the audio
drivers. Drivers can be found on the local machine or in the A-pass server
look for a drivers or A-pass hardware folder.
™ Try using another pair of speakers to isolate the problem.

Elo Touchscreen is flickering or out of alignment:

ELO Touchscreen Maintenance
Your touch monitor will likely require adjustment. Variations in video
output and application will require you to adjust your touch monitor to
optimize the quality of the display. Check the style of your ELO Touch
Screen and follow the appropriate instructions below.

Flush Mounted Touchscreen – Black Frame (Old Style)

Auto-Adjust

1. Locate the adjustment tool inside the GRS kiosk. This tool activates
the On Screen Display for adjusting your touchscreen. Connect the
OSD tool cable to the back side of the monitor and press the SEL
button. The main menu will be displayed.

You can connect the OSD tool to your monitor any time, even
while it is powered on.

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2. From the main menu choose Auto-Adjust and press SEL. The screen
will flicker momentarily as it adjusts.

3. To exit the menu, highlight the Exit menu option and press the SEL
button.

In most cases, the auto-adjust feature will correct any problems you
are having with your monitor. If problems with screen flicker still
persist, follow the instructions below for adjusting the phase of your
touch monitor.

Phase

The phase function allows you to optimize the video timing and thus
minimize flicker in the displayed video image.

Phase is factory set and seldom requires adjustment.

1. To adjust the phase, highlight the Phase menu option and press the
SEL button. A Phase gauge will display. The gauge will indicate a
numeric value that will change as you increase or decrease the contrast.

2. Use the UP and DN buttons to adjust the phase.

3. When you have the phase at the desired level, press the SEL button.

4. To exit the menu, highlight the Exit menu option and press the SEL
button.

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Beveled Entuitive Touchscreen – Blue/Gray Frame (New
style)
Auto Adjustment

All adjustments are made by using the on-screen display (OSD) menus.
All menu items can be selected by using the buttons on the back of the
touchscreen. Use the Auto Adjustment feature when display problems are
first noticed.

1. Press the Select button and the Auto Adjustment menu will display.

2. Press the Select button again. If Auto-adjust does not provide a

satisfactory image, use the following procedure to adjust the tracking.

Tracking

The tracking function synchronizes the signal timing of the display to that
of the video card. If you experience an unstable flickering image, use this
function to make an adjustment.

To adjust the tracking:

1. Highlight the Tracking option by pressing the Select button.

2. Use the Up or Down buttons to adjust the tracking.

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Exit Reader or Entry Reader Does Not Read Barcode
Card:

Make sure the power cable and cat 5 cable are plugged in.

Make sure the mirror inside is cleaned and free of dirt and debris. Refer to
the A-Pass maintenance manual.

Make sure the cat 5 cable is crimped properly with the RJ 45 connectors.

Peer into the card slot and make sure you can see a green light and
multiple red laser lines. This means that the barcode reader is receiving
power.

Make sure that when you insert a card that you hear the barcode reader
beep. This means the barcode reader is receiving power and it is able to
read barcode cards.

Try using a passenger and crew card to determine which card can be read
and which card can’t be read. Make sure the barcode has been printed
properly.

Follow the cable connections and make sure the exit reader is plugged
into com port 2 and Entry reader into com port 1 on the back of the pc.

Try using HyperTerminal in windows to see if you can get a reading. On

port settings select the Restore Default Settings button and make sure you
can get a reading when inserting the barcode card. For entry reader select

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 com port 1 and for exit reader com port 2. If you need help with
HyperTerminal please refer to the windows HyperTerminal help file.

Try using the autoset.exe so you can program the barcode reader. Refer
to the programming barcode reader documentation.

Make sure that comset.exe has been run from the server. This will update
the server on which com port is being use on the local machine for the
entry and exit reader.

Try using another exit reader to determine if the problem is within the
barcode reader, connection or configuration with the pc.

If you have a step-down transformer make sure the output is 110V AC. To
verify the voltage output you should use a multimeter. If the voltage is
above, the equipment can be damage.

Keyboard commands are not registering when keys are

pressed.

™ Make sure the keyboard cable is plugged into the back of the pc and verify
the keyboard extension is plugged in with the keyboard. The cable gives extra
length so the keyboard can reach the back of the pc from the face of the
kiosk.
™ Unplug the cable and plug it back in securely then reboot the computer.

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™ Try using another keyboard in order to isolate where the problem may reside
if it is with the pc or the keyboard.

™ Make sure the keyboard is not plug into the mouse port.

™ Make sure the keyboard is not damage or broken.

Camera Button does not appear on the A-pass

window.

™ Make sure that you a video input device such as hauppage adapter or Ati
video card with a video pig tail installed on the machine.

™ Reinstall the video drivers for the video card or the Hauppage device. Drivers
can be found on the local machine or in the server. Look for a drivers or A-
pass hardware folder.

Camera window appears with a black or blue screen.

™ Trace the video cables from the camera to the pc and make sure the cables
are secure in place.

™ Make sure the camera has the power supply plug in. Also try using another
power supply.

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™ Make sure the camera has a camera lens.

™ Make sure the camera view window is not block.

™ Make sure the camera is mounted properly.

™ Inspect the camera for any broken or damage parts which may prevent
functionality.

™ Try using another camera and video cables.

™ If you have a step-down transformer make sure the output is 110V AC. To
verify the voltage output you should use a multimeter. If the voltage is above,
the equipment can be damage.

Passenger cards read Invalid.

™ Make sure the passenger card has the right date of voyage on the card.

™ Make sure the card has been correlated. Try re-correlating with the manual
correlator.

™ Make sure the local machine has the correct date/time and time zone as the
server.

™ Make sure the barcode is properly printed.

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™ Try re-printing the card and manually re-correlating so the barcode can be
update with A-pass. For manual correlation instructions please refer to the A-
pass manual.

™ Make sure the passenger is not using a previous card that was replaced with
a new card. Since the card has been replaced the previous card is invalid.

™ Verify the import file format.

Video display is out of rage.

™ Check your device manager in windows and verify the video display adapter
has no conflict warning, you may need to re-install the video display adapters.
Look for a drivers or A-pass hardware folder.

™ Check the display adapters video display settings and make sure your
resolution is set to 1024 by 768 pixels.

Manual correlator does not correlate.

The purpose of manual correlation is to read the magstripe and to synchronize it
with the barcode, since the guard station only has barcode readers. The cards
must be properly printed so they can be read and updated with the A-pass
database.

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At the Front Desk and Guard Station:

Make sure the manual correlator is power on; the power button is located in
the back of the unit next to the power cable. In front of the unit there should
be a green LED (light) on.

Make sure the manual correlator is plug in with the proper cables as follow:
1 Serial cable 9 pin female to 9 pin male.
1 Serial cable 9 pin female to 25 pin male.
1 Powercable.

Make sure the system status LED (light) is on a green status. If the light is red
then, check the local machines device manager and make sure there is no
device conflicts. You may need to re-install the drivers, look for a drivers or A-
pass hardware folder on the local machine or in the A-pass server.

Try using HyperTerminal to obtain a reading from com port 1 and com port 2.
On port settings select the Restore Default Settings button and make sure
you can get a reading when inserting the barcode card. If you need help with
HyperTerminal please refer to the windows HyperTerminal help file.

Make sure comset.exe has been run in order for the A-pass server to know
which com ports the local machine is using for the barcode and magstripe
reader.

Try using another manual correlator to determine if the problem resides on

the manual correlator or with configurations with the pc.

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 If you are using an edgeport 421, make sure the cables from the manual
correlator are plug into com port 1 and com port 2 on the edgeport 421. Keep
in mind that if you want to get a HyperTerminal reading you must select com
port 3 and com port 4.

Erci Moisa
Technical Services

For further help and assistance, please contact Support@siscocorp.com

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