FAQ – old
Frequently Asked Questions
FAQ pages: [ Page 1 | Page 2 | Page 3 ]
Q. How do I tell if my PC is a 32-bit or 64-bit platform?
A. Use the following method to determine what version of Microsoft Windows® you are running:
Open the Start Menu. Click All Programs. Right-click on Computer (Windows 7) or My Computer (Windows XP). Select Properties from the menu.
For Windows 7, refer to the System type property. The adjacent screenshot example shows a 64-bit system. (Click image to enlarge)
For 64-bit Windows XP, the property box will state that it is ’64-bit’. The following screenshot shows a 32-bit Windows XP system, i.e. the bit-count is not shown. (Click image to enlarge)
Q. How do I extract or capture the data from my CCi(s)?
A. Volumatic recommends downloading and installing the Site Support Tool desktop application. Simply install this application on a laptop or desktop PC, connect directly to the CCi via a cross-over cable (or using your existing network) and you are all set. You can configure the CCi, upgrade firmware and capture data for analysis all from this one utility.
Q. How do I check that CashView is running normally?
A. Whilst logged in, check the status bar along the bottom of the main screen. It should look similar to the following:
If Status shows Disconnected either the SQL Server service has stopped or CashView is being prevented from connecting to it. Refer to Control Panel > Administrative Tools > Services to check that SQL Server is running.
If Service shows Stopped the CashView gatherer service that collects data from each CCi has stopped running. Check the Gatherer service status via Start Menu > All Programs > Volumatic > Services > Configure CashView services and refer to the Administrator manual for more help.
If you are unable to login to CashView, refer to the troubleshooting section of the Administrator manual for more help.
Q. How do I check what version of CashView I have installed?
A. On the CashView main menu, click Help > About. A screen similar to the following will be displayed (click image to enlarge):
Client and server software versions are shown as well as any existing software maintenance license info.
Q. How do I check when my maintenance license expires?
A. See FAQ4 above. In the About box, if displayed, the Valid until line shows the date that the maintenance license will expire and the number of days remaining.
Q. My software maintenance license has expired. I have been issued with a new license – how do I install it?
A. Follow these steps to install a new license:
- Ensure the CashView application is closed.
- Copy the new license file you have been issued to a temporary folder on the CashView services PC.
- Rename the license file to ‘license.txt‘.
- Rename or delete the existing license file. Depending on your system, this can be found in:
Windows 7: C:\ProgramData\Volumatic\
Windows XP: C:\Documents and Settings\All Users\Application Data\Volumatic\
(you may need change Windows folder options to show hidden folders and files) - Copy your new license file to the folder location above.
- Start the CashView client application. (If you still receive a warning that the previous license has expired, restart CashView services using the Volumatic Services Setup utility and refer to the CashView Administrator documentation for more details.)
Q. Why do I get the error ‘Insufficient data to complete report’ when creating a trading report?
A. The reasoning behind this error message is that, prior to running the trading report, CashView checks that it has a complete set of CCi events for all closed pouches that exist within the date range you requested. If this event data is incomplete, CashView will raise the ‘Insufficient data…’ error message. If CashView were to generate the report at this time, it is likely that it would be incorrect. Why would data be incomplete? The answer is that CashView is likely still synchronising data from the installed CCi(s). Check the following:
- Is the CashView PC only periodically connected to the CCi(s) in question?
- If only periodically connected – have the CCi(s) been in continuous or infrequent use?
- Has the PC only recently been powered on or restored from hibernation?
If the answer to any of the above is yes, ensure that CashView is correctly connected to the installed CCi(s) and allow 5-10 minutes for synchronisation to complete before re-generating the report.
Note: As of R1.4, you can override the check described above: Whilst logged in as an Engineer-level user:
- On the menu click Tools > Options. Click the Global tab.
- Add or amend the property report.ignoreincompletedata and set its value to 1.
- Click OK.
Q. I appear to have differences between the totals reported by CashView and what I have banked – what has caused this?
A. Whilst CashView reflects the high-level of accuracy of the CCi device itself, banking differences may still occur during use of the system. Use the following checklist to help determine the source of any differences:
| Checks to make: | What to look for: |
| Was the trading report used to provide the totals for the banking deposit? | Check that the date/time range of the trading report is correct. It is possible that the report has included cash deposits that are still in the current pouch, resulting in the report being ‘over’ the actual amount.Use of the banking report is recommended as it is specifically designed to report on the totals of TruPouches already physically removed from the CCi device(s). |
| Was the pouch summary used to provide the totals for the banking deposit? Did the pouch summary print-out still show ‘active’? | A pouch that is active (i.e. still physically inserted into the CCi) will still permit notes to be deposited after a pouch summary has been printed.Use of the banking report is recommended as it only includes complete pouches (i.e. physically removed pouches) to which no further cash deposits can be made that otherwise affect the report total. |
| Were TruPouches clearly labelled for banking with required accompanying documentation? | It seems an obvious check, but it may be possible that mis-labelled pouches with similar totals have become mixed up. This can result in a banking difference if report total and pouch contents no longer match up. It is possible that un-labelled or mis-labelled pouches introduce an error when handled at the cash processing facility.It is recommended that pouches are clearly labelled either at insertion or upon removal from the CCi device. |
| Are TruPouches being banked individually or accompanied by loose cash, cheques, etc? | It seems an obvious check, but there may simply be a count difference involving the items deposited with the TruPouch(s).Recommendation subject to user cash handling processes. |
Q. One of the CCi icons on the plan view has a question mark ‘?’ against it. What should I do?
A. The question mark is used to indicate that CashView has lost contact with the CCi. No further cash data will be collected from the unit and you will not be able to configure it until the connection is restored. By default, CashView will attempt to contact the unit at 20 second intervals while in this state. In the meantime, check the following:
- If this is a new installation – is the CashView PC and the CCi on the same network address range?
For example: For a small network installation, both PC and CCi devices should typically be on the same subnet 192.168.1.x (network mask 255.255.255.0) - Is the CCi powered on (running green LEDs indicating normal operation)?
- Check the network connection between the CashView PC and the RJ45 port on the back of the CCi. (If the network connection is live the green LED on the CCi rear panel will be illuminated and the orange LED will periodically light up to show network traffic)
- Has the network hosting the CCi(s) recently been re-configured?
- Has the CCi recently been re-configured? (Note: When the CCi network settings are changed the CCi must be power-reset for the new settings to take effect)
If all of the above have been checked and the problem has not been resolved, please contact Volumatic technical support.