The most common issues with the Penny device can be addressed using the troubleshooting steps below. In all cases, ensure that adequate care is taken when performing maintenance on laundry machines. Where possible, disconnect machines from AC power and otherwise take all necessary precautions.
1. Power/Machine
Power cycling the laundry machine at the circuit-breaker is the most common in-field fix and should be the first troubleshooting activity performed. If preferred, the machine control board itself can be disconnected from power. The means of doing this depends on the machine at hand and should only be performed by trained professionals.
Is the laundry machine powered? If the machine is powered and the device harness is properly connected, the Penny should be receiving power.
Solution: power the laundry machine.
Is the harness connected? The harness may be disconnected, or have a problem. This could include cuts/damage, or loose pins. The harness should be thoroughly checked to ensure this isn’t an issue.
Solution: reconnect the harness
Solution: replace the harness
If an immediate field solution is required, the operator can be directed to disconnect a harness from a known-working Penny device, and use that harness for troubleshooting purposes. (NOTE: power to the laundry machine should be turned off before disconnecting the harness).
If the laundry machine is powered, and a known good harness has been swapped, and the Penny device does not show a working screen, then there are two solutions:
Solution: replace the Penny device
If an immediate field solution is required, the operator can be directed to disconnect a known-working Penny device, and use that device for troubleshooting purposes. (NOTE: power to the laundry machine should be turned off before disconnecting the device). If this is performed and that known-working Pulse device is not powered, then:
Solution: call the machine distributor and have them assess the laundry machine itself
It is likely that there is a problem with the laundry machine’s control board that is not providing power to the Penny.
2. Connection (WiFi)
If power issues have been eliminated from consideration, then WiFi should be assessed.
Is the WiFi router powered?
Solution: power cycle the router
If applicable, are the WiFi access point(s) connected?
Solution: ensure that access points are powered. Contact Cents support to see if the access points are being used by the router
If the WiFi router has been power cycled and the access points have be verified as being present and operational, then ensure that the Penny is connected to that WiFi network.
Solution: ensure that the device ID is a client on the router by contacting Cents support
3. Device Configuration
If WiFi/router/ISP-level issues have been eliminated from consideration, then the device configuration should be assessed.
Is the Penny device registered to the operator’s business manager account and to the location in question?
Solution: ensure that the Penny device is registered correctly and paired to the proper machine
Does the Penny device show up on the operator’s Business Manager at all?
Solution: ensure that the Penny has been provisioned on the back end to that operator
Does the QR code lead to the live-link page correctly? Does it start the correct machine?
Solution: contact Cents support to ensure that the Penny has been provisioned on the back end through Centsible and/or the Business Manager
4. EMV
Check steps 1-3 to ensure that the Penny is receiving power, is connected to the internet, and is connected to the backend.
Are EMV payments working?
Solution: power cycle the laundry machine (and implicitly the Penny) via the circuit breaker.
EMV payments still not working?
Solution: contact Cents support to verify that the EMV terminal ID, and all other EMV settings, are correctly associated in Centsible
EMV payments still not working?
Solution: contact Cents technical support to ensure that the EMV is functional with the payment provider directly.
EMV payments still not working?
Solution: replace the Penny device.