An ATM going down can send branch employees into a tailspin. People expect technology to work. When it does not, and it’s connected to money access, people quickly lose patience. By arming staff with the correct tools to understand and solve general failures, common terminology and industry standard out-of-scope issues, your financial institution can fix ATM issues faster.

In this blog we’ll cover:

  1. Common first-line maintenance issues and fixes so you can better equip staff to handle issues when they occur.
  2. Define second-line maintenance general failures so your employees can understand the problems and better communicate with third-party technicians when their assistance is required.
  3. Explain industry standard out-of-scope issues and provide recommendations to avoid unexpected costs.

First line maintenance (FLM) – How to fix ATM machines 

First line maintenance applies to general failures that do not require a part or specialized tool or training to fix ATM machines. It is often called a “non-technical fix.” Branch employees can often fix these issues on their own with the proper information. Examples of typical first-line maintenance issues include:

  • Receipt paper jams
    • Check printer path for blockage
    • Remove jam
    • Check paper status, replace paper if low or empty
    • Reset error
    • Perform printer test
    • Perform test transaction if able
  • Cash jam / Dispense failure
    • Check for jams and clear
    • No jam found, check currency in cassette to ensure good quality cash to pick
    • Shuffle cash if new brick money
    • Reseat cassette
    • Clear error
    • Test dispenser
    • Perform test transaction if able
  • Card jam
    • Remove card jam
    • Clear error
    • Perform test transaction if able
  • Depository Jam / Won’t Accept Deposit
    • Check for jams and clear
    • No jam found, check that divert bin isn’t full
    • Clear error
    • Test depository
    • Perform test transaction if able
  • Reset divert bin counters
    • Should be done at time of balancing
  • Resets/reboots for communications or power issues
  • Replenish consumables (receipt paper, envelopes, ink)
  • Provide safe access to vendors as needed

Second line maintenance (SLM)–Call for service & speak your tech’s language

Second line maintenance calls are general failures that require parts or specialized tools or training to resolve. The items below are typically covered by providers with second-line maintenance agreements.

  • Cash or deposit jams deep in module (FLM unable to clear)
  • Belt, pick cup, sensor replacements
  • Reloading software for service-related issue
  • Normal wear and tear
  • Part replacements
  • Diagnose
  • Calibration
  • Log review

Industry Standard out-of-scope issues–Possible extra charges

Out of scope issues vary depending on the service provider, and the contract you have. The items below are what we generally expect to be industry standard out-of-scope issues and you may be charged extra for them. It is important to understand what your contract covers and ask questions where coverage overlap occurs. Billing mistakes happen; we catch about $25k in billing errors every year.

  • Cash issues including out of cash (completely), money strap or rubber bank left on cash, left in servicer/supervisor mode and cassettes not inserted/seated.
    • We recommend taking pictures of the banded money so you can go back to armor to pay for it.
  • Vandalism caused by humans, cars or rodents.
  • Lock replacements, drilling and bank mode keys.
  • Third party caused issues. For example, if a customer deposits loose coin.
  • Acts of God.
  • Pulling electronic journals
  • Vendor meets. For example, facilities and security.
  • Communication outage—either network or provider.
  • Project work. Common examples of these include hardware/software upgrades, ATM relocation, network conversions, IP updates and password/BIO updates.
  • Replacing consumables including cassettes, receipt paper and ink.

Improve ATM uptime & maintenance efficiency

Let Equips help you stay PCI-DSS compliant at the ATM channel. Our remote monitoring and management capabilities help you maintain security measures and increase ATM availability. To learn more schedule a demo with a member of our solutions team today!

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