iNovah Hardware/Software Troubleshooting Guide Troubleshooting Guide.pdf · o C:\Documents and Settings\All Users\Application Data\System Innovators For Windows XP users, all iNovah

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State of Tennessee

iNovah Hardware/Software Troubleshooting Guide

for the

State of Tennessee Edison Project

June 11, 2015

State of Tennessee – Edison Project End User Training Material – iNovah Hardware/Software Troubleshooting Guide

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Contents Introduction............................................................................................................................................................................. 3

General Troubleshooting ........................................................................................................................................................ 3

iNovah Compatibility ........................................................................................................................................................... 3

Proper Shutdown of PC’s with iNovah ................................................................................................................................ 3

Screen Resolution ................................................................................................................................................................ 3

Internet Pop-Up Blocker ...................................................................................................................................................... 3

............................................................................................................................................................................................. 4

Location of Important Documents & Files .......................................................................................................................... 4

iNovah User Permissions Needed ....................................................................................................................................... 4

How to Disable USB Sleeping in Windows 7 ....................................................................................................................... 5

Issues With iNovah Hardware ................................................................................................................................................. 6

Ingenico PIN PAD Common Issue Resolution ...................................................................................................................... 6

Issue With Ingenico Driver Upgrade ................................................................................................................................... 6

Check Scanner Common Issue Resolution .............................................................................................................................. 7

Check Scanner is Unresponsive after a Paper Jam .............................................................................................................. 7

Unable to Communicate with Document Imaging Device-Even though Device is Powered and Online ........................... 7

Scanning Checks using the Canon CR-55 or Canon CR-50 ................................................................................................... 7

Errors with Canon CR-55 on a Lenovo M 78 Machine ........................................................................................................ 8

Receipt Printer Common Issues Resolution ............................................................................................................................ 8

A776 Error on 64-bit Machine ............................................................................................................................................. 8

A776 Printer on a 64- bit Machine without Using the USB Mode Selector ........................................................................ 8

Error When Installing Windows 7 Device Drivers ............................................................................................................... 9

Unrecoverable Error Encountered ...................................................................................................................................... 9

SQL Server Shut Down ................................................................................................................................................... 10

Deleting the Local Cashier Database – Windows XP ..................................................................................................... 14

Deleting the Local Cashier Database – Windows 7 ........................................................................................................ 15

SQL Express Prerequisite Installation ................................................................................................................................ 15

Common Issues in iNovah version 2.5 .................................................................................................................................. 16

Application Error iNovah Web .......................................................................................................................................... 16

"This item has already been used in this transaction or a prior transaction." ................................................................... 16

Users Are Unable to See Batches on the Batch Management Page .................................................................................. 17


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Batch Management XP Machine – Users cannot see batch listing .................................................................................... 17

Windows XP Installing Error Resolution ............................................................................................................................ 18

Introduction This manual contains troubleshooting steps for commonly found issues with the iNovah application. Prior to contacting the Edison Help Desk with iNovah issues, the agency level IT should be contacted to troubleshoot the issue.

General Troubleshooting

iNovah Compatibility

iNovah is 32 & 64 bit compatible

iNovah is compatible with IE versions 8 and 9

iNovah is not currently compatible with Google Chrome, Firefox, etc.

Proper Shutdown of PC’s with iNovah

The proper way to shut down a PC is to click on Start > Then Shut down.

One should never just press the power button on the PC to shut down unless the PC is locked and the user is unable to click Start > Shut Down.

Screen Resolution

For issues with Internet Explorer 8.0 screen resolution: o Go to IE settings > Tools > Set text size to Medium o Even if this does not happen on other websites, it is the fix for iNovah

Internet Pop-Up Blocker

Pop-up blocker needs to be turned off on any iNovah user’s workstation. When the pop-up blocker is not turned

off problems with the iNovah Web application occur when balancing/approving batches. Failure to set IE to allow

pop-ups will result in unpredictable behavior.

To allow pop-ups from the iNovah Web application, add the iNovah web address to the Trusted Site:

Navigate to Tools > Internet Options > Security > Sites

Paste or type the iNovah web address in the ‘Add this website to the zone:’ field

Click add

Click close to Exit

Click ok


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Pop-up blocker settings should look like the one below:

Location of Important Documents & Files

iNovah Quick Start Guide (Windows 7 & XP) - http://upk.edison.tn.gov/tp

iNovah Installation Files (Windows 7 & XP) - http://upk.edison.tn.gov/tp

Manufacturer’s User Manuals for iNovah Hardware - http://upk.edison.tn.gov/tp o A776 Receipt Printer o Cash Drawer o CR55 Check Scanner o Ingenico Credit Card PIN PAD

iNovah User Permissions Needed

Edison recommends that all iNovah cashiers have either Power User rights or Admin rights to their iNovah

cashier workstations. If these rights are not provided to the cashiers, the cashier will need full rights to the

following:

For Windows 7 users, All iNovah users will need FULL CONTROL rights: o C:\ProgramData\System Innovators o C:\Program Files (x86)\Common Files\System Innovators o C:\Program Files (X86)\Common Files\Silver Bullet Technology o C:\Program Files (x86)\iNovah 2 o C:\Program Files (x86)\Microsoft SQL Server o C:\Program Files (x86)\cognativeTPGPrinters

For Windows 7 users, All iNovah users will need READ-ONLY rights in the registry: o HKEY_CLASSES_ROOT\... o HKEY_USERS\... o HKEY_LOCAL_MACHINE\SOFTWARE\... o HKEY_LOCAL_MACHINE\SOFTWARE\OLEforRetail (THIS FOLDER WILL NEED TO HAVE

READ/WRITE)

For Windows XP users, all iNovah users will need READ/WRITE rights: o C:\Program Files\Common Files o C:\Program Files\iNovah 2 o C:\Program Files\Microsoft SQL Server o C:\Program Files\OPOS o C:\Program Files\Silver Bullet Technology o C:\Program Files\TPG

http://upk.edison.tn.gov/tp




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o C:\Program Files\VeriFone o C:\Documents and Settings\All Users\Application Data\System Innovators

For Windows XP users, all iNovah users will need READ-ONLY rights in the registry: o HKEY_CLASSES_ROOT\... o HKEY_USERS\... o HKEY_LOCAL_MACHINE\SOFTWARE\... o HKEY_LOCAL_MACHINE\SOFTWARE\OLEforRetail (THIS FOLDER WILL NEED TO HAVE

READ/WRITE)

How to Disable USB Sleeping in Windows 7

From the Start Menu, right Click on “Computer” and go to Properties

Click on the Device Manager link

In the Device Manager expand “Universal Serial Bus controllers”

Right Click on USB Root Hub -> Properties

In the USB Root Hub Properties, go to the Power Management tab

Unselect ‘Allow the computer to turn off this device to save power

This checkbox will need to be unselected for all USB Root Hubs ** Please call the Edison Help Desk with any other questions or concerns. **


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Issues With iNovah Hardware Cashiers – For any hardware/software issues with iNovah, please call the respective agencies desktop

support/help-desk first. Desktop support in each agency has received instructions on handling first level

troubleshooting problems with iNovah hardware and software.

Ingenico PIN PAD Common Issue Resolution

Try to reset the Pin Pad using the steps below: o Validate iNovah is not open o Hold down the following keys at the same time for approximately 3-4 seconds:

1, Cancel, and Enter If issue is not resolved, turn off the PC. While the PC is off, unplug the PIN PAD and plug it back in before

rebooting the PC.

If issue is still not resolved, uninstall and reinstall the Ingenico drivers on the workstation.

Validate that the user’s group has all the correct iNovah permissions (listed above)

If issues are still encountered after all of the above steps have been performed, please contact the Edison Help Desk.

Issue With Ingenico Driver Upgrade

o Unplug POS Device o Remove OPOS for Ingenico iSeries from Add/Remove Programs o Install OPOS for Ingenico iSeries from “OPOS for the Ingenico iSeries_2..6.1.exe” file o Reconnect POS Device (See below) o Configure iNovah Peripheral Devices (See below) o Configure OPOS through Control Panel icon per instruction o Log into iNovah to confirm peripheral device configuration

The tech support ran into a few issues with the installation. The Silent Install.bat file would not automatically remove the old OPOS software and install the new software. The POS Device (6550) turned on the HW Attack Flag after powering up during Step 4 listed above. The HW Attack Flag was manually cleared and everything seemed to work ok. On the iNovah peripheral config, they were able to enter “Ing6xxx” in the Pin Pad section, but had to change the Mag Stripe Reader section to “Connected to OCR Reader” to avoid a consistent iNovah device error “An attempt was made to perform an illegal or unsupported operation with the device….”. A large number of workstations with the older v2.5.0 OPOS drivers had similar issues when anything was entered in the Mag Stripe Reader config section.

Below is their software & firmware revision on this test workstation: UIA: 2.7.03 March 20, 2008 16:33 U32: 3.2.D.0 SSA: 2.5.6.0 MNT: 5.1.1.0 EFTL/EFTP: 0001/0001

They found out also that it doesn’t appear to be necessary to reboot the PC during the OPOS uninstall/install process but it does require elevated privileges using “runas” or some other equivalent program and also requires that the iNovah client be completely closed. None of the Credit Card machines had to be disconnected or rebooted either. It won't totally uninstall if anything iNovah related is being held open

From our vendor: o Regardless of what the screen on the Ingenico displays, logging out of Cashier, then logging back in

and choosing a batch re-initializes the peripherals. o Two ways to re-initialize the Ingenico (and all peripherals for that matter):


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Selecting a batch for processing from the Home Screen

Opening the Peripheral Settings dialog (make changes if necessary) and clicking OK. Both of these actions initialize all peripheral devices. If there are communication issues with the pin pad and neither of those options work without logging out of Cashier, the next option would be to close cashier completely and then open it, log in, and select a batch for processing. Opening Peripheral Diagnostics will also initialize the peripheral devices, but only for use in the Peripheral Diagnostics dialog. Once that dialog is closed, the peripherals are initialized again upon selection of a batch for processing.

Check Scanner Common Issue Resolution

Do not pull a check out of the scanner after it has begun scanning. This can cause the gears in the scanner to

malfunction.

Try to reset the Check Scanner using the steps below: o Turn off the PC and unplug the scanner from the power source o Plug the scanner back in to the power source and restart the PC

If the steps above do not resolved the Check Scanner issues, attempt uninstalling and reinstalling the scanner drivers on the workstation.

Validate that the user’s group has all the correct iNovah permissions

If issues are still encountered after all of the above steps have been performed, please contact the Edison Help Desk.

Check Scanner is Unresponsive after a Paper Jam

Cashiers will need to install the new ranger API files. These updated files include a resolution that stops the Ranger API from being unresponsive after a paper jam.

The new driver is uploaded to the intranet site at: http://upk.edison.tn.gov/tp in the iNovah installation instructions ZIP file and the instructions for installing it are in the Quick Start Guide version 9 and higher.

Unable to Communicate with Document Imaging Device-Even though Device is Powered

and Online

Close the Cashier

Verify the User’s Group on the machine has the necessary permissions listed in the iNovah User Permissions Needed section)

Once all permissions are set have the cashier login to the Cashier and test the Document Imager

Scanning Checks using the Canon CR-55 or Canon CR-50

There is a noticeable difference in speed between USB 1.0 and USB 2.0 when scanning checks and bills via the Cannon CR-55/CR-50 imager:

o USB 1.0 takes 5 seconds for scanned check info to appear on screen o USB 2.0 takes 1 second for scanned check info to appear on screen

To determine which USB version the workstation has: o Go to Control Panel/System o Select the Hardware tab o Click Device Manager o Scroll to the bottom and expand the Universal Serial Bus controllers section



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If the words Enhanced USB Controller are there, it is version 2.0. If it just says USB Controller it has version 1.x.

Errors with Canon CR-55 on a Lenovo M 78 Machine

Description: One check will scan, but when attempting to scan multiple checks the machine will freeze.

Issue: Canon CR 55 scanner driver is incompatible with industry standard USB 3 operation. The M 78 has 8 USB ports, only 6 of which are externally accessible and of those only two (2) are USB 2

Work Around: Insure that the scanner is plugged into a USB 2 port which needs to be identified on all new systems as this represents a System requirement until there is a driver revision

Receipt Printer Common Issues Resolution

Resetting the Receipt Printer o Open the receipt printer, where the paper is located o Use a pencil to press the reset button in the upper right hand corner (see below) o The printer will click when it has been reset

o Close the printer and validate it is functioning o Make sure to leave the transparent field on the ink cartridge in the receipt printer. If taken off, it

could cause jamming when using the receipt printer.

A776 Error on 64-bit Machine

If an error is received while installing an A776 printer that was previously connected to a 32-bit machine, please

verify the USB Mode Selector step in the installation guide was performed while the printer was still connected to

the 32-bit machine.

If you no longer have a 32-bit machine, follow the steps below.

A776 Printer on a 64- bit Machine without Using the USB Mode Selector PRINTER NEEDS TO BE SET TO PRINTER CLASS USB

On the back of the printer lower the back cover and locate the red box

Push Switch 1 to the down position, while switch two remains in an up position


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Unplug the power supply from the back of the printer

Plug the power supply back into the printer WHILE holding down the receipt feed button. HOLD until the MAIN MENU prints

Press the feed button on the printer 3 SHORT times and 1 LONG time to select the Communications Interface option.

The printer will then print the Communication Interface Menu

Press the feed button 1 SHORT time to move to the next option. Do this until you see the option for SET USB DRIVER SELECTION, once this option appears press the feed button 1 LONG time

You will then see options for Native Driver and Printer Class Driver print. Press the feed button 2 SHORT times to select Printer Class.

To Save new parameters press the feed button 1 LONG time

When you return to the Main Menu press the feed button 1 SHORT time and 1 LONG time to validate

Return switch 1 on the back of the printer to the up position and unplug the power supply from the back of the printer, also unplug the USB cable

Plug the power supply and USB cable back into the printer and Print the Printer Diagnostics form to verify USB Driver Type has changed from Native to Printer Class

Error When Installing Windows 7 Device Drivers

If this error is received when attempting to initialize peripherals: o Incorrect OPOS subsystem version. Unable to cast COM object of type

OposMSR_1_11_Lib.OPOSMSRClass' to interface type 'OposMSR_1_11_Lib.IOPOSMSR'. This operation failed because the QueryInterface call on the COM component for the

interface with IID o '{CCB94121-B81E-11D2-AB74-0040054C3719}' failed due to the following error: No such interface

supported (Exception from HRESULT: 0x80004002 (E_NOINTERFACE)).The OPOS subsystem is not installed. Retrieving the COM class factory for component with CLSID {CCB90152-B81E-11D2- AB74-0040054C3719}

Failed due to the following error: 80040154.The OPOS subsystem is not installed. Retrieving the COM class factory for component with CLSID {CCB90042-B81E-11D2- AB74-0040054C3719} failed due to the following error: 80040154.

Unrecoverable Error Encountered For ANY Unrecoverable Error received in iNovah Cashier Client, shut down the sql server and delete the local

cashier database. Only delete the local cashier database files if the cashier does not have any offline payments. If

there are offline payments and the cashier database is deleted, those payments will be lost. If offline payments

are in question, it is best to zip up the cashier database files before deleting. If the files are zipped and questions

arise, immediately call in a ticket to the Edison Help desk to obtain assistance in restoring them. (Edison help

desk 615-741-HELP).


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SQL Server Shut Down

On the menu bar at the bottom of the computer screen, right click in the open area.

Select the start task manager in Windows 7 option or task manager for Windows XP

When the task manager opens, select the processes tab


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Locate sqlserver.exe. Make sure the user name shows up under the user name column. Do not shutdown the network user (system).

Highlight this option and press the end process button in the bottom right corner.

Once this process has ended, perform the next steps to delete the local cashier database.

Deleting the Local Cashier Database – Windows XP

*****Hidden Files must be shown to complete the next steps*****

Navigate to the location in the screen shot below


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Delete everything within this folder.

Delete the Microsoft SQL Server Data Folder from the following location or the user’s personal directory

Deleting the Local Cashier Database – Windows 7

*****Hidden Files must be shown to complete the next steps*****

Navigate to the location in the screen shot below

Delete everything within this folder

SQL Express Prerequisite Installation

Ensure the following guidelines are followed when installing prerequisite SQL Express:

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SQL Express should not be installed remotely. It should be installed by physically logging on to the workstation. This is a known Microsoft issue.

SQL Express must be installed by someone with administrative rights on the local workstation.

Ensure that the SQL Express service ‘logon as’ is set to NT Authority\Network Service.

Common Issues in iNovah version 2.5

Application Error iNovah Web

Have the user log in to the iNovah Web Application

Click the Reset Preferences link in the User Information section

Log out of iNovah and log back in

"This item has already been used in this transaction or a prior transaction."

When a user receives this message but has not previously scanned the check, the user should log out of the iNovah client and then log back in. The check should then scan correctly.

If the check does not scan after logging out and back into iNovah, try processing the check by manually entering the check information (do not scan the check) – THIS IS NOT AN OPTION IF THE AGENCY IS ALREADY ON CHECK 21 PROCESSING

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Users Are Unable to See Batches on the Batch Management Page

On the batch management page verify the user has the Batch History tab selected (tab should be orange)

Make sure the user is not on the My Recent Batches tab (this tab should be blue)

Batch Management XP Machine – Users cannot see batch listing

Have the user select the F11 key to expand their page. This will allow the user to see the batch listing.

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Windows XP Installing Error Resolution

Zip the iNovah 2 from a machine that took the update successfully (if there is not one to zip the file from,

contact the Edison Help Desk)

Unzip the files on the machine that is receiving an error

Paste the iNovah2 folder into the root of the C:\Program Files

Say ‘Yes’ to replacing the folder that exists, and ‘Yes’ to replacing the script

Launch iNovah (Should launch with newest version)