Safe Door won't open Pulled safe door open, adjusted cement anchors to allow easy access to the vault door;

Problem: she didn’t have an error on her screen at the time so she tried deposit and dispense. Troubleshooting: did multiple deposit and dispense. Solution: they were successful. closing ticket

No parts onsite upon arrival currior still not picked up parts. Recycer jam cleared by site prior to arrival confirmed functionality while onsie.called sesami spoke to Juan who cancelled part currior to site;

Problem: Deposita Rep transferred customer to me with SF03 banknote stuck. API [788F], HW 17410 on their unit. Troubleshooting: Had the customer check the feeder, AP 7, and AP 6 for jams; no jams were found. Had the customer blow out the unit, which cleared the error which cleared the error after doing that .. might have been some debris on the sensors .. Customer performed a loan for approximately 60 notes, and the unit dispensed all requested notes successfully. Customer then performed a pickup successfully and tested the same notes back out, totaling 120 notes in and out with no issues. Customer also checked in the bag they were attempting to check in when error had come up, and that went in with no errors. Solution: Customer confirmed the unit is working properly with no errors after multiple successful tests and requested that the ticket be closed.no tech dispatch needed resolved by agent

Problem: POSNotConnected Troubleshooting:1. Follow the menu path: Legacy → Configuration menu → Edit configuration → Device Configuration menu → Note Recycler menu → Note Recycler. For example: 2. To modify the Note Recycler entry, you need to select the entry SEVERAL times, quickly. 3. Ignore the pop-up message stating that you should not change the recycler entry. 4. Change the entry to “G750.” 5. Select Done. 6. Select Back. The unit will request a restart – restart the machine. 7. Repeat steps 1 – 4 again, but for step 4, change the entry to the correct device. 8. Repeat steps 5 – 6 then proceed to step 9 After these steps error cleared and customer checked checked out a register and it dispensed $480. we did a loan test for 20 notes each denominations for $1,$5 and $20 notes and those were successful. 60 notes came out and we fed all 60 back in with no issues. Solution : Closing ticket as per customer request unit up and open , no tech dispatch needed

Unit had heavy dust accumulation on arrival..I gave unit a cleaning with my blower and I was able to remove a piece of debris..Afterwards errors cleared and manager tested multiple denominations several times In and out successfully..Unit up and open. ;

Caller: Zee Problem: provided ticket number then hung up, no customer transfer Troubleshooting: issue is employee account, we do not have any way to verify employee, referred back to Deposita Solution: cancelling ticket

display was black . remote in open door. did hard reboot. display came back on. everything working fine closing this ticket

Accesses Recycler and found that the Diverter for the Upper transport was broken. Removed broken part and replaced it with new customer supplied part. After speaking with an employee it was revealed that she had broken the part by force down the upper transport after removing bill jam. I instructed her on the proper way to close transport. After the conversation stress test was performed. Recycler is UAO. ;

Jacqueline - Lowes Problem: NIR error Troubleshoot: Remote In Confirmed error Money found in the output module Remove cash from output module tray Clear error -> passed No error on the machine Customer is requesting information about their registers and accounting Solution: Closing ticket and transferring customer to Deposita

At arrival found unit up no faults. Contacted juan at tidel support. Explained that mgr Rebecca had rebooted device prior to arrival and unit came up. Logged in with juan and verified unit up no faults. Reviewed logs. Rebecca stayedshe had performed multiple successful transaction. Juan authorized closure. ;

Part not yet arrived. Jaun with Tidel instructed to service site without part. Arrived on site. Met with managers Jen and Mark. Mark provided access to recycler. Opened main door and inspected shutter-no issues found at this time. Powered down recycler and reseated shutter connections on board. Powered on recycler-machine not recycling, shutter error. Worked with Latif tier 3 at Tidel. Latif recommended checking PC connections. Found 3 PC comms cables in incorrect positions. Moved all cables to correct positions and powered on recycler-successful cycle, both shutters working. Had manager Mark and Jen add cash to recycler and tested by dispensing and depositing several notes-successful. Latif performed audit with Mark-successful. Part arrived during site visit. Latic instructed to close call and return part. Machine is up and running. Part not needed at this time.;

.; .; Recycler was found out of service upon arrival. Logged in using the default executive PIN. Unit was displaying a cassette error. Error was still present after resetting the recycler. Called Tidel and spoke with Akram. Akram pushed a reset to the recycler and reconfigured the cassettes. Safety tabs on the vault door lock and vault door cover lock were not removed by the installer. Removed safety tabs and verified both locks close properly. Akram verified the recycler was live and communicating on his end. Called Deposita and spoke with Andrew, who also verified the recycler was communicating. MOD Keith and no other MOD/supervisor on site were provided with user login information. Checked the user management settings and verified there were already users added to the recycler. However, all 25 users had user IDs consisting of 30–40 alphanumeric characters instead of the typical 5–6 digit user ID, which could not be used to log in. The users also did not have a 4-digit login PIN. The solution would be to change each user ID to their individual employee ID and set the login PIN to the 4-digit store number. Wanted to verify that the current setup was not intentional before making any changes. Called Deposita and spoke with John to inform him of the issue. John was not aware of the situation and stated that the current setup was not intentional. Changed all 25 user logins to use their individual employee ID as the user ID and the 4-digit store number as the login PIN. Informed MOD Keith of all changes and provided him with a basic rundown of how to operate the recycler. Recycler is in service.;

9/10 - upon arrival inspected and cleaned transport, did not find any jams, closed up and reset and error cleared, tested good, observed operation by customer checking in all tills from night before and checking out all tills for today with no issues. Return waybill 1z7611409054519999;

Lanita- Problem: reel belt error Troubleshooting: had customer remove all notes cleared error unit was green. Solution: issue resolved over the phone

Arrived and waiting on parts. Then installed the I/O board and tested. Also trained the customer on the DATAvac. How to use it what to clean and what areas to check for jams. I also had John Jonhson with me and I trained him on the recycler(general knowledge). ;

Arrived on-site and delayed 10 minutes for Front End Manager, Layton. Sesami should have created a label to go around/near know that turns to unlock and lock outer door. I created a label (See picture). Lock handle was turned opposite direction which takes force. I return handle to correct position. Locked and unlocked outer lower door 15 times successfully. Upper unit very dirty. Vacuum was never opened or used. I unpacked everything Vacuum related. I showed Layton how and where to Vacuum. Layton tested opening and closing lock with success. Recycler up and open. Could be site caused except that Sesami should label lock handle.;

This is a new install, no money in, was never used- checked cassettes, configuration, was able to see cassettes #4,5 on status screen , no errors all green, called Sesami waited for approval to close call. ;

This is a new install was never used- was able to login with default-123456, had a unsecure door error, didn't see anything bent in cassette rack- checked all door switches with my meter- made adjustment to bottom door switch, cleared errors all green.;

issue resolved over the phone with customer rebooting the recycler from the UPS

Upon arrival machine delivered to wrong addeess and the kalamazoo machine is suppose to be in big rapids and big rapids recycler suppose to be in kalamazoo. Called Tidel upon arrival. Spoke with Chris. Chris and I Followed instructions. Chris reached ojt to tier 3 tech support agent Adonis. Adonis gave instructions. Received call from Jose the account manager. Jose said interrupt ticket go to big rapids and work on same ticket. Left machine configured and operational for going live tomorrow. ; After a long discussion Charlie eventually gave permission to work on equipment. Turned on VPN sent configuration to Adonis. Adonis able to remote in. Site Ready to go live tomorrow.;

On arrival rubber roller on note feeder was off guide. Tried to repair but it would not stay on. Replaced note feeder module. New note feeder module was missing metal wheel and spring on the top back part. Found in the bottom of the box. Was able to fix new note feeder. Called into Sesami and sent pictures and they same as long as it passes the tests it's fine and won't need another replacement. Withdrew and deposited 3x with no issues. Return Label was missing so got replacement emaiped from sesami. Unit is up and running with no faults. ;

Problem: Cassette 5A banknote failed — API 75D8, HW 1883. Troubleshooting: Logged into the unit and attempted to clear the error, but the error did not clear. Had the customer reseat the cassette and attempted to clear the error again. After reseating the cassette, the error cleared successfully. The customer stated that they had already emptied the cassette with the Deposit Agent prior to being transferred to me. I then had the customer feed the money back into the unit, and all notes were successfully fed into the unit without errors. Had the customer perform a loan test since the initial issue occurred when attempting to dispense 60 notes: 20 × $1 bills, 20 × $5 bills, and 20 × $20 bills. We were able to feed all of the notes back into the unit without any errors. The customer then performed another loan transaction for Register 37, which dispensed successfully with no issues. The customer also stated that one user account periodically gets deleted. The customer will call back if the issue occurs again. Solution: Closing the case per customer request, as the unit is currently working properly with no issues.

Reel Belt Error upon arrival. Checked escrow and tape is damaged. Replaced escrow and powered up unit. Tried to reset error but error still remained. Rebooted machine and still got error. Spoke with Ebony at Tidel. She put me on hold while she escalated. They asked me to shut it down and reseat the cables on the escrow and call backnif it doesnt work. I did but still got the same error. Spoke with Angel at Tidel. She remoted in and had me rack out unit and check for jams in escrow. I did and no jams found. She tried to clear error and it worked. Had MOD, Jaclyn, test 100 bills of each denomination out/in successfully. The box with the escrow was already open upon arrival and the packing list and return label was missing. The return tag was there but nothing else. I asked Jaclyn about it and she said if i have the address, she will print out a label for me. She didnt know who opened the box. I gave her the Tidel address and she had one printed. Shipping escrow back on tracking 1z7611409054704814. ;

On arrival parts said they were delivered at 10:15 but couldn't find them. Called FSM and got approval to try to repair while waiting on parts. Mylar tape and snagged and wrapped around to the point where it snapped. Unable to repair. Courier dropped off package around noon. Replaced Escrow module. Marisol tested and unit is up and running with no faults. ;

Arrived on site. Received part upon arrival. Manager Christina provided access to recycler. Christina stated site cleared jam earlier and recycler has been working without issue prior to tech arrival. Inspected cassette 4 and cleaned-no issues found at this time. Inspected all modules-no issues found. Had Christina test by dispensing and depositing several notes-successful. Machine is up and running. Contacted Tidel and spoke to Dominic. Dominic instructed to not install part and send back.;

Upon arrival manager stated they found a torn $5 in the recycler but was unable to clear the error. There was a door not fully secured on the note feeder. Closed and blew out the machine. Did see a piece of foam come out. Once complete tested successfully. Recycler is operational ;

Remoted into the unit and performed a clear jam procedure; however, the ST07 - Banknote Stuck error returned. Advised the customer to lift the upper transport and inspect for any jammed notes. The customer located and removed a stuck bill. Performed the clear jam procedure again, and the error cleared successfully. Advised the customer to test the unit, and testing was successful.

HW error 17409, stuck banknote. Per Sesami support, error is in note feeder rear section. Opened and examined, no notes found. Cleaned sensors and reseated connections. No change. Per support, a note feeder should have been sent. Picking up part from Ft Myers FSL. Arrived at FSL at scheduled time 09:54, nobody here, no part. Calling UPS @ 10:00. Warehouse personnel arrived @ 10:30. Received part @ 10:45. Returning to site. Replaced note feeder module. Powered up unit and if initialized with no error. Tested by processing last night's tills. Processed several hundred bills of mixed denominations, reconciled the reject cassette and ended the business day. No further issues. Unit is UAO. Return tracking 1Z7611409054194698;

Upon arrival, cash recycler up no errors. Spoke to ASM, explained no notes are being accepted into recycler. Replaced note feeder. Tested recycler, recycler pulls in 5 notes then stops. Once cycle ends, bills are rejected. Rejected bills returned in a unfit conditions than inserted. Feed path cleaned prior to arrival. No obstruction along path. Contacted sesami, escrow is being courier to site 9/6/26. Return part tracking for note feeder: 1Z7611409054370167; Upon arrival, cash recycler up no errors. Spoke to ASM, explained no notes are being accepted into recycler. Replaced note feeder. Tested recycler, recycler pulls in 5 notes then stops. Once cycle ends, bills are rejected. Rejected bills returned in a unfit conditions than inserted. Feed path cleaned prior to arrival. No obstruction along path. Contacted sesami, escrow is being courier to site 9/6/26. Return part tracking for note feeder: 1Z7611409054370167; On arrival I found bills jammed in in the transport. I cleared all jammed bills, found debris in the bill path of the bill validator and removed it, reset the unit, then performed several successful cash dispense and deposits with manager Jay. The unit is up and open.;

644-0171-118S (NOTE FEEDER MODULE), 644-0171-120S (ESCROW MODULE TIDEL R400)

Arrive on site and ask employee to get me on of the mgmnt on duty. And told them who I am what I am here for . The can hear the unit is on. But the screen is blank. Unplug the battery back up ans the power cord to the tr400. Wait for 2 min and plug back in. Unit power back up ans I see the monitor turn on. And seeing display on screen. Gor customer to login and check out unit. She was able to make a deposit and make a withdrawal too. I check out the battery back up / apc and see the power cord from the tr400 was not plug in the correct spot. I put the power cord in the correct spot for the battery back up ans I test to make sure. And it working correctly. System online and working. Send pic to tidel showing what wrong. Also have to get them to send me a return label. One did not come in the package. This is a new unit and customer didn't know who to make a test withdrawal and deposit. And I call tidel and they say they have to get permissions , to tell us how to do it for the customer to do it. ;

Upon arrival on the site I spoke with the customer and she informed me that they did know that the top cover could open. So I demonstrated the opening of the unit to the customer and removed the cassette. After the error was cleared and unit put back in service without fault. ;

Picked up UPS that previous tech left on-site. Return label was missing. Called sesami and spoke with Seth who sent me a return label. Tracking# 1Z7611409090928381;

Tech replaced the cassette and let manager deposited bills successfully. ;

644-0171-K80S (CASS RECYCLE S. DENOM NO SPACER (BLUE HANDLE))

9/4 - upon arrival inspected vault door, showing open. Found that the switch tab was bent not making the switch, had to adjust tab and tested multiple times with no issues, observed operation by customer Rin Lewis, no errors;

Bill jam in number 4 transition gate removed half of bill removed trained staff on cleaning then tested in and ot tested;

Upon arrival located 2 jammed 20s. One in the reject transition gate and one sticking out the reject cassette. Cleared jam. Looked over entire unit and found nothing visibly wrong with unit. Cleared error. Ran 3 tests loan and pickups with MOD Jen. All tests were 250 note counts. All tests were successful. Called Sesami and spoke with Jerry. He remoted into unit and found no errors and everything green and verified tests. He advised to close call.;

Caller: Woodlene // Cristy on site Problem: cassette 5B INOP Troubleshooting: Remoted in, had site check cassette and place back, bills are not out of place, cleared jam, had site run tests Solution: Working fine

Arrived on site. Parts were not delivered. UPS tracking still says order received with estimated delivery of 9/3 6:18PM. Worked with manager Adam to open the recycler. Reseated connections at output shutter. Good voltage present at shutter connection. When attempting a loan, the cash out light was illuminated but the shutter door wouldn’t open and the motor made no sound. Reseated connections at distribution PCB and rebooted recycler. Upon reboot, Adam attempted a loan and the recycler performed as it should. Tested deposit and withdrawal numerous times. Parts were eventually found, an employee signed for them and put them in receiving without the manager being aware. Will ship parts back to tidel. Tracking :1Z7611409052322089 Tracking :1Z7611409053695836;

644-0171-119S (NOTE OUTPUT MODULE), 644-0171-146S (SHUTTER ASSEMBLY OUTPUT)

Followed work instructions step-by-step. Added all photos as attachments to the call. PC in contact stage of immediate reset. Checked all 24VDC power supply voltages. 24.44VDC. 12VDC is 12.17VDC. Called tidel tidel is going to send out a new PC. Store would like to be informed of when new PC will arrive call store on Friday and ask to speak with Jen Phillips.; Followed work instructions step-by-step. Added all photos as attachments to the call. PC in contact stage of immediate reset. Checked all 24VDC power supply voltages. 24.44VDC. 12VDC is 12.17VDC. Called tidel tidel is going to send out a new PC. Store would like to be informed of when new PC will arrive call store on Friday and ask to speak with Jen Phillips.; Worked with latif step by step. Replaced PC. Troubleshooted all other issues. At end of service no errors. Latif approves equipment up and open.;

642-0023-009S (UPS BACKUP POWER), 208-6016-010S (COMPUTER IPC-016 TR400 CONT LOWES)

door lock issue lock now works properly applyed correct amount of torque to mounting screws tested lock once loose lock was over tightened when mounted loosen swingbolt lock test switch on door test lock lock showes red;

9/2 - upon arrival inspected and cleaned transport, found poor quality bill jam in last gate in the back. Cleared jam, reset and cleared error, Kenia tested bills out/in with no issues. Return waybill 1z7611409052202575;

Worked with tech support and trace wires. Found that wire was cut. Tech will need to send more parts to get interlock door working. Parts to be shipped.; Worked with tech support and trace wires. Found that wire was cut. Tech will need to send more parts to get interlock door working. Parts to be shipped.; Found the damaged wires Spoke with Sesami. They are sending parts to site. They will update call when tracking available. ; Found the damaged wires Spoke with Sesami. They are sending parts to site. They will update call when tracking available. ; Started removing wiring harness. Will return tomorrow to hopefully finish job.; Started removing wiring harness. Will return tomorrow to hopefully finish job.; Finished installation of new wiring harness. Tested with Tidel. Given the green light.;

644-0171-117S (SWITCH DOOR/INTERLOCK - TOP COVER), 644-0171-108S (PCB DISTRIBUTION), 644-0171-190S (CABLE COMPONENT PWR SUPPLY - PRTR/INPUT SHUTTER), 647-0010-015 (CABLE USB TYPE A MALE TO TYPE B MALE 15 FT / 4 METERS), 644-0132-002S (PRINTER KFI INTEGRATED (BUILT-IN) SCD/SCM), 644-0132-002S (PRINTER KFI INTEGRATED (BUILT-IN) SCD/SCM), 644-0171-190S (CABLE COMPONENT PWR SUPPLY - PRTR/INPUT SHUTTER)

Bill validator missing hardwhere for stable power and coms mounting. Replaced bill validator. After replacement error cleared and site was able to successfully teatrecycler with no issues. Fully operational;

644-0171-101S (BILL VALIDATOR US R400), 644-0171-121S (NOTE ROUTER MODULE)

Found 2 singles jammed in the diverter gate for cassette 3, site indicated they followed the troubleshooting videos which didn't show them they could raise the upper transport, unit is new to them and they didn't know they could raise the upper transport to look for jams in the diverter gates. Was able to feed recovered bills back in with no issues, Barbara from the site performed cash transactions and I also watched as they filled the register bags with no issues. ;

9/2 Upon arrival manually turned escrow to clear jam and then used offload switch. Cleared 1s jammed in lower transport. Reset recycle with no errors and tested good;

Arrived on site spoken to Reggie let issue known of cassette inop. Had site log in then opened vault. Replaced cst5 reset and tested. Site had left over cash from last night dep to perform. Used deposit as test over 300+ notes. Issue resolved. Return tracking 1Z7611409053335224;

Issue: Door unsecured. Troubleshooting Steps: I instructed the CSM to open both doors and pull out the switch. The CSM then closed the doors and confirmed that the doors were secure. Result: The CSM was able to resume the transaction from where she left off. Issue fixed.

Found a note stuck in the unit removed it cleared out the error. last we did a loan for 10 of all doms out and in no issues

Problem: LT Not in Place Troubleshooting: Verified that the LT was not in place. Confirmed the Cassette Vault door was detected in the open position. Ensured the cassette rack was fully racked into the operating position. Checked and cleaned the Cassette Rack Release Handle Position Sensor. Checked the Note Path Readiness Sensor located on the left/front underside of the Note Recycler Rack. After completing the troubleshooting steps, the recycler was tested. Solution: Recycler is now working properly.

cleared jam , and customer did not have any other money to test, customer stated the issue should be fine now

Arrived and replaced feed midule...tested and got same issue...called sesami and waited 45 mins for callback and worked Ernesto and while waiting I kept looking and found a screw in lower transport...removed screw a d tested 975 notes successfully out and in...u it up and open;

9/1 Upon arrival parts were delayed. Inspected all of the upper transport and feed module. Did not find any bills. I called Tidel and spoke with Trinidad who assisted me in troubleshooting. Cleaned sensors and reseated cables, checked all access points. I found a bill jammed outside of cassette 3 in the lower module but it did not correct the issue. Still getting SF02 error. I called ups and they weren’t able to get ahold of the courier. The ETA was updated and should be here soon. I’ll return after lunch ; 9/1 Upon arrival parts were delayed. Inspected all of the upper transport and feed module. Did not find any bills. I called Tidel and spoke with Trinidad who assisted me in troubleshooting. Cleaned sensors and reseated cables, checked all access points. I found a bill jammed outside of cassette 3 in the lower module but it did not correct the issue. Still getting SF02 error. I called ups and they weren’t able to get ahold of the courier. The ETA was updated and should be here soon. I’ll return after lunch ; 9/1 I received the part, the box says note feeder and the documents inside as well but the actual part was the output module. I called Tidel and re-ordered it; 9/1 I received the part, the box says note feeder and the documents inside as well but the actual part was the output module. I called Tidel and re-ordered it; 9/1 - uppin arrival replaced the Note Feeder Module, perf cleaning on transport. Brought up and cleared error. Tested with manager Shawn ran multiple batches of bills out/in with no issues, return waybill - 1z7611409053079985;

644-0171-118S (NOTE FEEDER MODULE), 644-0171-118S (NOTE FEEDER MODULE)

I just spoke with deposita rep about this serial number. They created a duplicate. reference the original case 00444018

opened up the unit found a note stuck in the upper transport removed it cleared jam. customer said they are good to go

Tatiana- Problem: attempted to close top cover with upper transport still out Troubleshooting: the top cover is stuck on the upper transport, the unit is unlocked but the cover is stuck. Had the customer slightly push the upper transport in to be able to lift the cover up. Solution: issue resolved over phone

Bill validator error Replaced bill validator per sesame, unable to test the recycler, manager on duty is not familiar with the machine;

Upon arrival the recycler showed a jam error, I inspected the unit and found no jam. I contacted Kris the ASM and inquired about the issue, he informed me of it jamming yesterday and this morning, I inspected the note feeder and found no issues, I performed an alignment and found that the rear cassettes are to low, I adjusted the cassette module and tested over 1500 bills out and then back in with no problems, photo attached, I was informed that Shantel was more familiar with the issue and spoke to her after her lunch break, she confirmed that the unit would show a jam but no media was found during inspection, Shantel tested the unit again with no problems. Return tracking is 1Z7611409054306610.;