VAC Offline

See our article on: VAC Offline and Internet Issues for more information on what to do for this error message

Warning: Payment terminal license screen (click ? for more info)

The PINpad terminal connected to this VAC is currently showing it's license agreement screen.

This usually occurs if the software running on a PAX A35 PINpad terminal has been recently installed/re-installed.

Someone on location will need to accept the license agreement on the PINpad itself to correct this issue.

See the Fixing the PAX A35 terminal License screen article for more details

PAX BroadPOS not responding (re-install)

Case 1 - If this is a new installation:

Case 2 - If this is an existing PINpad that was previously working correctly:

Payment terminal software problem

Case 1 - If this is a new installation:

Case 2 - If this is an existing PINpad that was previously working correctly:

Payment terminal not detected

There's no communication between the PINpad (credit card) terminal, and the VAC control board.

​Case 1 - This terminal was working before:

Case 2 - This is a new location:

Payment terminal error

Case 1: This terminal was working before:

Case 2: This is a new location:

More than 5 consecutive non-approved Credit/Debit sales (see VAC Log)

This is a warning message that indicates you could have a problem with the payment terminal, or with the configuration of it;

but you will also see this message if a customer has an issue with their credit/debit card that is unrelated to your system (wrong PIN, insufficient funds, customer manually aborts the transaction, etc.).
​

Any 5 consecutive non-approved transactions will trigger this warning.
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Under the Reports section, look at the VAC Log report to review the transaction records for the last 5 transaction attempts:

Touch Monitor - USB Touch not detected

Check the USB cable connecting the VAC Control Board to the touch monitor.

Usually reseating or replacing the USB cable can resolve the issue; but see our Touch Monitor Issues article for more troubleshooting details

Touch Monitor - HDMI connection not detected

Check the HDMI cable connecting the VAC Control Board to the back of the touch monitor. It's possible the HDMI cable needs to be replaced; but see our Touch Monitor Issues article for more troubleshooting details.

Card dispenser - loose card detected

This message indicates the card dispenser is detecting a loose laundry card in, or around, the area where new laundry cards are dispensed. This loose card is interfering with the ability of the card dispenser to dispense new cards.
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See section: "Issue: Loose card detected message" in the Card Dispenser Issues - Asahi-Seiko article.

Card dispenser jam or out of order

Remove all cards from the dispenser and check to make sure there are no cards jammed in the dispenser, or the slot where the dispenser pushes out new cards.

Check wiring connection from the card dispenser to the VAC Control Board, to make sure there are no loose connections.
​

See section: "Issue: Jams or unable to push cards" in the Card Dispenser Issues - Asahi-Seiko article.

Cant enable bill acceptor

The system is not able to enable the bill acceptor when a user places the Laundry Card into the VAC card holder, or attempts to purchase a new Laundry Card.

Check to ensure that the cash box of the bill acceptor is not full, and check to make sure that the lower housing of the bill acceptor does not have any crumpled up bills, or debris, blocking it's sensors.
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If you checked the cash box, and lower housing, and the message persists, contact our support team for troubleshooting help.
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For more information see the Bill Acceptor Issues article.

Printer out of order

Check the connection between the printer and the VAC control board. Also check to ensure that the printer is connected to a 24V power supply, and that the printer's power switch is in the ON position.

You will also want to check for a flashing red error light on the printer itself. If this light is flashing, use the troubleshooting table found at the bottom of this article to decipher which error code your printer is displaying.

If the card dispenser was replaced recently, and was changed from an Asahi-Seiko, to a Syncotek card dispenser, the "Printer Receipt" setting in the VAC settings may have to be changed from "Serial Printer" to "USB Printer" (Syncotek card dispensers must use the serial port that the receipt printer may have been using previously.

In these cases, the receipt printer should be connected using a USB port on VAC control board, instead of the serial cable).
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For more information see: Receipt Printer Issues article.

WNC error

There's no communication between the Wireless Network Controller (WNC) and the VAC control board.
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The WNC on the primary Value Add Center (VAC01) is responsible for wireless communication with the card readers.
​

See: WNC Issues article for troubleshooting steps

Card reader 2 error / Status_CR2:8

Card reader 2 is the NFC/RFID reader that reads/writes information (such as card balances) to Laundry Cards as they are dispensed.

This error results in the inability for users to purchase new Laundry Cards.
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See section: "Issue: Dispenser dispenses two cards" in the Card Dispenser Issues - Asahi-Seiko article.

Low disk space: ##

This message does NOT indicate a problem with your system. If you see a Low disk space message, it means the memory on your VAC control board is running low.
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This can happen during a software update, sometimes the VAC doesn't delete all of the old files after the software update is complete.
​

Your system will operate without issue when this message is present.

If you see this message, please contact our support team, so we can clear all the unused files from your VACs memory

NOT ACTIVATED

The Card Reader is in factory default.

Simply place your locations Activation Card on the reader to activate, and configure, the reader.

Activation Cards are specific to each Support ID AND Location ID, so ensure that you are using the correct Activation Card for your location.
​

If you don't have an Activation Card, or have misplaced it, you can convert a regular user card into an Activation Card using the LaundroPortal.

No Comm With Machine

The Card Reader is unable to communicate with the machine using serial communication, or the machine and reader are out of sync.
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Either the machine is set to Pulse mode, while the reader is trying to use Serial communication, or the reader and machine are both trying to use serial communication but are unable to establish communications.
​

Check the screen on the actual machine to figure out if the machine is set to serial.
​(E.g. an EC18/EC19 error on an alliance machine means the machine is configured for serial communication mode, but it is not able to communication with the reader.)
​

Consult the reader installation article, for your specific machine type, to find out how to set your particular machine into serial communication mode.
​

If you know that your machine should be setup for pulse mode, then the reader should also be set to the correct pulse control type.

Contact our support team if you don't know which control type your machine should be using.

MACHINE ERROR

This is indicating a problem with the machine, NOT an issue with the Card Reader.

The machine (washer/dryer) is telling the reader that it is experiencing some kind of machine error.

Check the machine for any error codes or abnormal behavior. Once the error on the machine has been cleared, the Card Reader's Machine Error will clear on it's own as well.

RFID Error

The reader is unable to communicate with the RFID/NFC circuit board on the card reader's electronic assembly, and as a result it will not interact with any Laundry Cards/Mobile App accounts.
​

RFID error can occasionally be resolved by power cycling the reader (unplug power to the machine for 5 seconds and then plug power back in).
​

If a power cycle doesn't resolve the issue, or if this reader displays a RFID error frequently, please contact our support team, we can deploy newer firmware which can resolve this issue in some cases. See the RFID Error article for additional information.

*Blank Screen (Only the green backlight is ON)

*This is not a message that will be displayed on the reader's screen, but a description of what the reader's screen may look like.
​

If you have a reader that powers ON (green backlight is visible) but there is no text on the screen, it is likely that this reader has experienced a hardware failure and will need to be replaced.

In Bootloader

See: Reader says "In Bootloader" article for more information.

Joining Netwk...Can't Join!

The reader is unable to communicate with the wireless network gateway inside the Value Add Center (in VAC01). See: Reader says "Can't Join" article for more info.
​

This is usually the result of:

If you are also seeing a WNC error in VAC01's VAC status (on the LaundroPortal), resolve that issue first and then see if the reader is able to join the network successfully.

UNAUTHORIZED Code: B01
UNAUTHORIZED Code: B02

This message will be displayed if a banned card is placed onto a Card Reader or VAC kiosk.

ACCESS DENIED Code: A01

This message will be displayed if:

BALANCE TOO HIGH

All Card Readers have a "Balance Limit" setting that dictates what the maximum Laundry Card balance a card can have when attempting to interact with that specific card reader.
​
By default, Card Reader's are now set to the absolute maximum balance limit of $655.35;

however, older card readers had their maximum balance limit set to either $300 or $100 by default.
​
If you've recently made changed to your reload bonus configuration, and are now seeing this error message; it's likely the Card Reader that's showing this error is still using the old balance limit default setting.

Timeout - check reader/machine

This indicates that the Card Reader is not connected to VAC01's wireless network.
​

Make sure the machine is powered ON and the reader is getting power. If the reader's screen looks normal, try power cycling the reader (unplug power to the machine for 5 seconds, then plug power back in) and see if the reader has reconnected to the wireless network after the power cycle.
​

If you are still seeing this message after power cycling the machine, see article:
​

Portal says "Timeout - check reader/machine" for troubleshooting help

Timeout - check VAC

Make sure VAC01 is online.
​

See: VAC Offline and Internet Issues article for more information

RFID Error

The reader is unable to communicate with the RFID/NFC circuit board on the card reader's electronic assembly, and as a result it will not interact with any Laundry Cards/Mobile App accounts.
​

RFID error can occasionally be resolved by power cycling the reader (unplug power to the machine for 5 seconds and then plug power back in).
​

If a power cycle doesn't resolve the issue, or if this reader displays a RFID error frequently, please contact our support team, we can deploy newer firmware which can resolve this issue in some cases. See the RFID Error article for additional information.

Machine/Serial Communication Error

If you've just replaced the reader, and are now seeing this message, check to make sure you have the correct reader board for that machine:

If those things are all correct, or if this is an existing reader that is suddenly displaying this message, you may have a machine issue. Try doing a swap test to confirm whether or not you have a reader problem, or a machine problem.

Consult the reader installation article, for your specific machine, for additional info.

Machine Error

This is indicating a problem with the machine, NOT an issue with the reader. The machine (washer/dryer) is telling the reader that it is experiencing some kind of error.
​

This error will sometimes be followed by a description of the type of error the machine is experiencing. (E.g. "Drive Board Error", "Output Board Error", "Drain Error", "Door Lock", "Door Open", "Fill Error", "No Water Flow", etc.)
​

Check the machine for any error codes, or abnormal behavior.

Once the error is corrected on the machine side, the Card Reader's Machine Error will clear on it's own.

Manual Mode

This does not indicate an issue with the Card Reader; this message means that the machine is currently in some kind of manual/service/programming mode.
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Once the machine is returned to it's normal operating mode, this "Manual Mode" message will clear automatically

Check if machine exists. Remove this row if not.

When a reader has been offline for an extended period of time, the "Timeout - check reader/machine" message will turn into this message.
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If this reader/machine no longer exists in your location, you can safely delete this reader from the LaundroPortal's Machines list by clicking the "X" icon.
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If the reader does exist, review our offline Card Reader article for troubleshooting help.