If a Penny is not functional for some reason, there are a few troubleshooting items that can be attempted before contacting Cents support, who is always available via live chat in the Employee Application as well as via email at [email protected]
Be sure to reach out with the store location, machine type (washer/dryer), machine number, machine manufacturer, and, if possible, machine generation for most efficient assistance.
There are three main items:
Internet
Power and Machine Connection
Machine Programming
1) Internet
Internet issues show themselves in the following ways:
Devices showing "Scan QR Code to Provision"
Devices look normal but unable to perform a transaction
Business Manager or Employee App showing "Device Not Found"
Remote starts via Business Manager or Employee App not successful
Other inconsistent behavior
Consult the VLAN guide for the general setup of the Cents network. In short, the access point(s) must be connected to power via PoE+ injector, and from the injector to the router. ISP-level service must be functional at the router level. A blue light on the AP signifies that it is connected to the internet.
It can be helpful to power cycle the router and the access points in cases where internet connection is sub-functional.
2) Power and Machine Connection
2a) Penny device shows a completely black screen
The device is not receiving power. Check the power to the machine itself - if the machine is not connected to power then the device will not receive power. Check the harness connecting the device to the machine and ensure it is fully plugged in and has not come loose. In most cases, power is provided by the 2-pin connector on the harness. Ensure that if a power adapter is used, it also is fully connected. If wire splices were used, ensure that these are fully seated according to the guide shown here.
If the device still is not receiving power, contact Cents support.
2b) Penny device shows an illuminated black screen, or a black screen with some text shown.
Contact Cents support.
2c) Penny device shows a screen that shows "Error E1" or "Error E2"
This means that the device is configured for serial mode and is not able to communicate with the machine. Ensure that the harness is fully seated on the serial connector and otherwise shows no signs of damage or disconnection. If this has been confirmed, move on to step 3) below.
If possible, swapping neighboring working and non-working devices is the best way to understand an issue. If the previously working device shows the error on the known non-working machine, then it is confirmed that there is a machine control board issue. If the previously non-working device works on the known working machine, then this is further confirmed. For further assistance, contact Cents support.
2d) Device is generally not functioning correctly.
If all other aspects are normal (e.g. machine programming and internet connection), then the most common fix to various issues is simply to power cycle the device. This can be done at the device level (by disconnecting and reconnecting the harness), or at the machine level at the circuit breaker.
If this does not resolve the issue, contact Cents support.
3) Machine Programming
3a) Device does not match the programmed price on the machine.
In cases of non-serial connections, the device price may not match the machine. If the device is correct, the machine price must be re-programmed. Follow the programming instructions for the relevant machine to perform this step.
If the device price must be updated and it is a non-serial connection, follow this guide.
If the device is in a serial connection, then once the machine has been correctly programmed power cycle the machine.
3b) Device does not start the machine.
If steps 1) and 2) above have been followed, power cycle the machine. If this does not resolve the issue, contact Cents support.
3b) Device starts the machine but for the incorrect time.
The most common reason for this issue is if the machine is not configured to receive one pulse per $0.25. On older SpeedQueen/Huebsch machines, this is done by setting the PLSn setting to 192. Consult the relevant machine installation guide for more details.
It may also be helpful to revisit the installation guide for the type of machine in question. Those guides can be viewed below:
If none of these resources have been successful, get in touch with Cents support to resolve your issue.