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Appendix B

How to Identify ATM IDs

Excerpt

ATM IDs can be identified from the following sources:

  • ATM Receipts: The ATM ID is most frequently found immediately after the date and time of the transaction.

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  • ATM diagnostic print out: if this feature is available on your ATM, the diagnostic printout may contain the ATM ID.

Appendix C

Trouble Shooting

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  1. Launch System Manager.

  2. Click the plus sign beside the VIP Appliance name to display the list of configuration options.

  3. Select the ATM Transaction Plugin.

  4. Click Edit Settings.

  5. In the Edit Global Settings dialog, change the Transaction Data Logging setting to On.

  6. Click OK to save your changes and return to the Configuration Panel.

  7. Wait 24 hours before retrieving logs to ensure that sufficient data is recorded.

  8. Launch System Manager and go to the Maintenance panel.

  9. Click the Copy Logs tab.

  10. If you are logged in to a standalone VIP appliance, the Appliance field will show the appliance’s IP address and host name.
    If you are logged in to an Enterprise Appliance, select the system on the Enterprise from the Appliance drop-down menu.

  11. Click * By Date. Set the Start and End dates to cover the past 24 hours.

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  12. In the Details section of the Copy Logs tab, type the Customer Company Name and type any relevant information (technical support case number, contact information, installation date, etc.) in the Details box.

  13. In the Destination section of the Copy Logs tab, choose a destination for the log files:

    • If you wish to upload the logs directly to 3VR Technical Support select Upload logs to 3VR, then click the Upload Logs button.
      The 3VR appliance must have a working internet connection with valid DNS settings configured in order to upload logs to 3VR.

    • To copy the files to your computer or a portable disk drive, select  Save logs to:

  14. Click the ... button and navigate to the folder where you wish to store the log files. When a location is selected, click the Save Logs button.

  15. The system will display a message confirming that the logs were copied/uploaded.
    Log files saved to a directory or drive will be located in a zip file named using the following format: [Appliance Serial Number]-[Date Logs Were Copied]-[Time Logs Were Copied].zip

  16. If you copied the logs to your computer or a USB drive, send the logs to 3VR using the following steps:

    • Open a web browser.

    • Go to https://uploadlogs.3vr.com/default.aspx

    • Click Choose File and select the exported log zip file

    • Enter the user name techrep, password 3MeDeee

    • Fill out the remaining details of the customer site

    • Click Upload. Make sure that you see the following message: “The file was successfully uploaded.”