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Troubleshooting

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August 3, 2006 Troubleshooting Troubleshooting If the SurePOS 500 Models 5x3 and 544/564 system fails and there is no error message or beep code, see Table 7 to find problem symptoms and take the related action. Note: Corrupted CMOS may cause unpredictable problems. Before exchanging the system board in an attempt to fix a problem, go to "Clearing the CMOS settings" on page 23 and reset CMOS to see if corrupted CMOS is the source of the trouble. Table 7. Symptoms and actions If the problem is... Here's what to do. No power light on the tower unit. 1. Ensure that the system unit is plugged into a working electrical outlet and replug the power cable at the power supply. 2. Verify the LED card cable is plugged in. 3. Verify the power cable is plugged into the system board connectors P1 and P2. 4. Replace the power supply. See "Power supply - removing and replacing" on page 57. 5. Replace the system board. See "System board - removing and replacing" on page 65. Operator display exhibits: Blank screen No cursor displayed Screen is unreadable Other display problems. 1. Adjust the brightness control at the bottom right side of the display. 2. Ensure that the operator display cable is securely connected. 3. Switch unit off and back on. | 4. Run the operator display test. Refer to "Running | Diagnostics" on page 30.. 5. Replace the display tablet. See "Display tablet - removing and replacing" on page 48. 6. Replace the system board. Cash drawer does not open when cash drawer key is turned to the open position. 1. Replace the keylock insert if the lock does not turn with the key. See "Removing and replacing the keylock insert" on page 116. 2. Gently pull the drawer open while holding the key turned to the open position to determine if the slide assembly is binding. Look for items that may cause binds, such as pens or paper clips. Replace the slide assembly if necessary. See "Removing and replacing a full-size slide assembly" on page 106 or "Removing and replacing the compact slide assembly" on page 109. 3. Replace the cam, pawl, and spring kit. See "Removing and replacing components of the latch and sensor assembly" on page 115. 4. Check for a bent actuator rod. Replace the actuator rod if necessary. See "Removing and replacing the keylock assembly" on page 113. Chapter 3. Resolving problems 27

Section	Page
Contents	5
Figures	9
Tables	13
Safety and environmental notices	15
Safety Information	15
Environmental notices and statements	21
End of life disposal	21
Battery disposal	21
Taiwanese battery recycling statement	21
Mercury-added statement	22
Magnetic stripe reader	22
Handling static-sensitive devices	22
About this guide	23
Who should read this guide	23
Related publications	23
Publications accessibility	23
Web sites	24
Tell us what you think	24
Summary of Changes	24
Chapter 1. Introducing the IBM SurePOS 500 Series Models 533, 543, 544, 553, 563, 564, 573, and 5A3	27
SurePOS 500 Models 5x3 and 544/564	28
SurePOS 500 Models 5x3 and 544/564 Features	29
Standard features	29
Optional features	30
Dual-display feature	30
PC Card subsystem	31
System software features	31
Mounting options	32
Free-standing option	32
Countertop mounting options	33
Cash-drawer mounting option	35
Wall-mounting option	37
Mounting foot	38
Remote display tablet mounting option	38
System management	40
System management programs	40
Remote management	40
Compatible products	40
System port specifications	41
Machine serial number location	42
Chapter 2. Configuring the system	43
How to use the touch screen	43
The Setup Utility	44
Usage tips and navigation	44
Starting the Setup Utility	45
Using the Main window	45
Standard CMOS features	46
Advanced BIOS Features	46
Integrated peripherals	47
Power Management	47
PnP/PCI configurations	47
PC health status	47
Load optimized defaults	47
Password options	47
Updating the flash BIOS	48
Power interruption during flash BIOS update procedure	48
Repairing the flash BIOS	48
Real-time clock and CMOS	48
Restoring the default CMOS settings	48
Clearing the CMOS settings	49
Chapter 3. Resolving problems	51
Start problem diagnosis here	51
Preliminary checklist	52
Troubleshooting	53
CMOS recovery	56
Running Diagnostics	56
Using the Service Diskette (for the 5x3 models)	56
Using the IBM Diagnostics for Peripherals (for the 5x3 models)	57
Using the IBM Diagnostics for POS System Units and Peripherals (for the 5x4 models)	57
Diagnostic wrap plugs	57
Chapter 4. Removing and replacing FRUs for the SurePOS 500 Models 5x3 and 544/564	59
Handling static-sensitive devices	60
Covers – removing and replacing	62
HDD cover and speaker panel – removing and replacing	62
HDD cover clips – removing and replacing	63
Rear cover – removing and replacing	64
Top cover – removing and replacing	66
Side covers – removing and replacing	68
Side I/O panel door – removing and replacing	69
Tower center cover – removing and replacing	71
Hinge cover – removing and replacing	72
Magnetic stripe reader (MSR) – removing and replacing	73
Display tablet – removing and replacing	74
Display tablet cable – removing and replacing	75
Hinge assembly – removing and replacing	76
HDD CompactFlash assembly and HDD bracket – removing and replacing	77
HDD cables – removing and replacing	78
HDD fan – removing and replacing	78
LED card and cable – removing and replacing	79
Calibrating the presence sensor (Models 563, 564, 573, and 5A3 only)	80
Speaker – removing and replacing	81
Power supply – removing and replacing	83
Cable tie bar – removing and replacing	84
Connecting the cables and using cable-ties for counter mount systems	85
Connecting cables to the side access panel	85
Connecting cables to the rear connector panel	85
Dual-video adapter – removing and replacing	88
Cooling duct – removing and replacing	90
System board – removing and replacing	91
System-board jumper locations and settings	92
Side I/O EMC shield – removing and replacing	93
System-board battery – removing and replacing	93
Fansink – removing and replacing	95
Processor module – removing and replacing	97
Memory modules – removing and replacing	98
PC card blank – removing	100
PC card – removing and replacing	100
Rear connector panel (tailgate) – removing and replacing	102
Rear inner metal cover – removing and replacing	104
Integrated customer display – removing and replacing	105
Base plate – removing and replacing	106
Mounting foot – removing and replacing	107
Mounting options – removing and replacing	108
Free-standing SurePOS 500 Models 5x3 and 544/564 – removing from the base	108
Non-keyboard integration tray – removing and replacing	110
Countertop non-keyboard integration tray systems – removing and replacing	110
Non-keyboard integration tray cash drawer – removing and replacing	114
Keyboard integration tray mounting for countertop and cash drawer	117
Full-size keyboard integration tray mounting for countertop and cash drawer	117
Compact-size keyboard integration tray mounting for the cash drawer	124
Cash drawer FRUs – removing and replacing	131
Full-size cash drawer FRUs – removing and replacing	131
Removing and replacing a full-size drawer	131
Removing and replacing a full-size slide assembly	132
Compact cash drawer FRUs – removing and replacing	134
Removing and replacing a compact cash drawer	134
Removing and replacing the slide latches	134
Removing and replacing the compact slide assembly	135
Removing and replacing the rollers	136
Removing and replacing the coin-roll cutter	137
Removing and replacing the security clip	138
Common cash-drawer FRUs – removing and replacing	139
Removing and replacing the top cover	139
Removing and replacing the keylock assembly	139
Removing and replacing the latch and sensor assembly	140
Removing and replacing components of the latch and sensor assembly	141
Removing and replacing the keylock insert	142
Removing and replacing the blank lock insert	142
Distributed customer display – disassembling	144
IBM 4610 SureMark printers – removing and replacing	147
4610 SureMark – removal	148
4610 SureMark printer – replacing	149
4610 SureMark printer installation on a non-keyboard integration tray	150
4610 SureMark printer installation on a keyboard integration tray	152
4820 SurePoint Solution	153
Distributed 4820 SurePoint Solution	153
Integrated 4820 SurePoint Solution	153
4820 removal on a free-standing SurePOS 500 Models 5x3 and 544/564	153
4820 SurePoint Solution Model 4FT, 4FD, 2GN, 5GN, or 2GB removal on keyboard integration tray	156
Mounting the display tablet on a remote display stand	158
Chapter 5. Compact ANPOS Keyboard	161
Keyboard/pointer symptoms	161
CANPOS Keyboard components - removing and replacing	163
CANPOS keypad assembly	164
CANPOS keyboard logic card	167
CANPOS keyboard with MSR	168
Appendix A. Parts catalog	171
Appendix B. Power Cords	193
Power cords	193
Appendix C. System specifications and planning information	195
Physical specifications and dimensions	196
Dimensions of unit with 12-inch display	198
Dimensions of unit with 15-inch display	199
Dimensions of unit with 17-inch display	200
Wall mount dimensions	201
Dimensions of unit with integrated 4820 SurePoint Solution	202
Power requirements and consumption	204
Power	204
Output connectors	204
Connector-pin assignments	205
External connectors	205
Speaker connector	205
MSR connector	205
USB port connectors	206
Keyboard and mouse connector	206
Microphone connector	206
Headphone connector	207
Serial connectors	207
Parallel connector	209
Diskette-drive connector	210
Ethernet connector	210
External video connector	211
Cash drawer connector (2)	212
Integrated customer display connector	212
Temperature, humidity, and altitude limits	213
Appendix D. SurePOS 500 Models 5x3 and 544/564 tips	215
Tools	215
Appendix E. Notices	217
Intel software license agreement (final, single user)	219
Copyright license	219
Ownership of software and copyrights	219
Limited media warranty	219
Termination of this agreement	220
Applicable laws	220
Government restricted rights	220
Electronic emission notices	220
Federal Communications Commission (FCC) statement	220
Industry Canada Class A emission compliance statement	220
Avis de conformité aux normes d'Industrie Canada	221
European Union (EU) Mark of Conformity Statement	221
Germany	221
Australia / New Zealand	222
Japanese Voluntary Control Council for Interference (VCCI) statement	222
Chinese Class A warning statement	222
Taiwanese Class A warning statement	222
Taiwanese battery recycling statement	222
Korea	223
Electrostatic discharge (ESD)	223
Macrovision copy protection technology	223
Trademarks	223
Accessibility	224
Appendix F. Safety information	225
Safety Information-English	225
Safety Information-Arabic	227
Safety Information-Brazilian Portuguese	229
Safety Information-French	231
Safety Information-Hebrew	234
Safety Information-Korean	236
Safety Information-Italian	239
Safety Information-Spanish	242
Safety Information-German	244
Safety Information-Traditional Chinese	246
Index	249
Readers' comments—we would like to hear from you	255

Match case Limit results 1 per page

Troubleshooting

the

SurePOS

500

Models

5x3

and

544/564

system

fails

and

there

error

message

beep

code,

see

Table

find

problem

symptoms

and

take

the

action.

Note:

Corrupted

CMOS

may

cause

unpredictable

problems.

Before

exchanging

the

system

board

attempt

fix

problem,

“Clearing

the

CMOS

settings”

page

and

reset

CMOS

see

corrupted

CMOS

the

source

the

trouble.

Table

Symptoms

and

actions

the

problem

is...

Here’s

what

do.

power

light

the

tower

unit.

Ensure

that

the

system

unit

plugged

into

working

electrical

outlet

and

replug

the

power

cable

the

power

supply.

Verify

the

LED

card

cable

plugged

in.

Verify

the

power

cable

plugged

into

the

system

board

connectors

and

P2.

Replace

the

power

supply.

See

“Power

supply

–

removing

and

replacing”

page

57.

Replace

the

system

board.

See

“System

board

–

removing

and

replacing”

page

65.

Operator

display

exhibits:

Blank

screen

cursor

displayed

Screen

unreadable

Other

display

problems.

Adjust

the

brightness

control

the

bottom

right

side

the

display.

Ensure

that

the

operator

display

cable

securely

connected.

Switch

unit

off

and

back

on.

Run

the

operator

display

test.

Refer

“Running

Diagnostics”

page

30..

Replace

the

display

tablet.

See

“Display

tablet

–

removing

and

replacing”

page

48.

Replace

the

system

board.

Cash

drawer

does

not

open

when

cash

drawer

key

turned

the

open

position.

Replace

the

keylock

insert

the

lock

does

not

turn

with

the

key.

See

“Removing

and

replacing

the

keylock

insert”

page

116.

Gently

pull

the

drawer

open

while

holding

the

key

turned

the

open

position

determine

the

slide

assembly

binding.

Look

for

items

that

may

cause

binds,

such

pens

paper

clips.

Replace

the

slide

assembly

necessary.

See

“Removing

and

replacing

full-size

slide

assembly”

page

106

“Removing

and

replacing

the

compact

slide

assembly”

page

109.

Replace

the

cam,

pawl,

and

spring

kit.

See

“Removing

and

replacing

components

the

latch

and

sensor

assembly”

page

115.

Check

for

bent

actuator

rod.

Replace

the

actuator

rod

necessary.

See

“Removing

and

replacing

the

keylock

assembly”

page

113.

Troubleshooting

August

2006

Chapter

Resolving

problems