CPI Alio Pro Technician Guide

Technician guide

troubleshooting

ALIO™ Pro

Card Reader

V1.4 EN

Safety Instructions and Compliance

Alio Pro Card Reader

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Published by CPI

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Safety Instructions and Compliance

Before using the Alio Pro card reader for the first time, please carefully read this technician guide, and in particular the safety instructions, at

least once. This is to ensure that the contents of this technician guide have been understood and the reader knows how to operate the card

reader.

Intended use

The Alio Pro card reader is designed for use in unattended indoor and outdoor sites, able to provide sales of products or services in kiosk

and vending machines. It is designed to combine telemetry, electronic payment, cash acceptance, cellular antenna, and screen technology

into a single solution. With reduced hardware, the Alio Pro card reader delivers an enhanced installation experience, on screen diagnostics

and a measurable ROI with the combination of cashless and cash recycling technology. Use the Alio Pro card reader exclusively for this

purpose. Under no circumstances can the manufacturer be held liable for any damage or loss resulting from improper use of the equipment.

The Alio Pro card reader has been built in accordance with state-of-the-art standards and the recognized safety directives. However, please

observe the following safety instructions.

LASER SAFETY CONSIDERATION

The Alio Pro card reader contains a laser emitter and corresponding drive circuitry. The laser output is designed to remain within Class 1

laser safety limits under all reasonably foreseeable conditions including single faults in compliance with IEC 60825-1:2014 (third edition).

The laser output will remain within Class 1 limits as long as the CPI recommended device settings (API settings) are used and the operating

conditions specified are respected.

The laser output power must not be increased by any means and no optics should be used with the intention of focusing the laser beam.

The laser does not require any control, adjustment, or maintenance.

Use of controls or adjustments or performance of procedures other than those specified herein may result

in hazardous radiation exposure.

LASER CLASS LABEL

Laser characteristics:

This device emits pulsed laser radiation with a period of 16.7 nanoseconds and 5 nanoseconds on time, resulting in a duty cycle of 30%. The

wavelength is 945 nm.

Compliance statement for Laser Notice 56:

Complies with 21 CFR 1040.10 and 1040.11 except for conformance with IEC 60825-1 Ed. 3., as described in Laser Notice No. 56, dated

May 8, 2019.

.

Alio Pro Card Reader

Table of Contents

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Published by CPI

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Table of Contents

1 About this Technician Guide for Troubleshooting .............................................................................. 4

1.1 General Information ......................................................................................................................... 4

2 Architecture and Process Flow ......................................................................................................... 5

2.1 Payment Process Flow .................................................................................................................... 5

2.2 Visual Checks .................................................................................................................................. 7

2.3 Self-Diagnostics .............................................................................................................................. 7

2.4 Connection Test............................................................................................................................... 8

3 Troubleshooting ............................................................................................................................... 9

3.1 Hardware......................................................................................................................................... 9

3.2 System/Software ........................................................................................................................... 10

3.3 Payment Acceptance ..................................................................................................................... 10

3.4 Charges and Pricing ....................................................................................................................... 11

3.5 Contact Crane Payment Innovations ............................................................................................... 11

4 Version History .............................................................................................................................. 12

About this Technician Guide for Troubleshooting

Alio Pro Card Reader

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Published by CPI

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1 About this Technician Guide for Troubleshooting

The intent of this document is to provide troubleshooting guidance for OEM and Operator field service technicians on performing diagnostics

on cashless payment related issues. There are further error codes available to the host system depending on the type of integration

performed and it is essential that the field service technicians have a high level of understanding of the system as a whole and how the

integration is implemented.

Customer sites or merchants should not attempt to perform diagnostics themselves and should contact their system provider (OEM or

Operator) for any concerns of failures.

The Alio Pro card reader is a PCI certified device there must be no attempt to open or modify the device. Any attempt to open or modify the

Alio Pro card reader may render the device unusable due to security protocols or make it susceptible to fraudulent attack.

1.1 General Information

The Alio Pro card reader is the CPI All-In-One cashless hardware solution for unattended payment. It combines multiple payment

technologies in one device, including chip, contactless, swipe, and mobile phone payment apps. It delivers PIN-on-glass capability and a

large touchscreen with a customizable user interface.

Alio Pro Card Reader

Architecture and Process Flow

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Published by CPI

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2 Architecture and Process Flow

(Primary)

HOST PERIPHERAL

2.1 Payment Process Flow

Standard Process Flow

In this example, the customer is purchasing an item for £1.00. The Kiosk (Host) initiates the payment system, and the customer is asked to

present their card for payment. The method of payment is determined by the customer, the requirement for the PIN entry is determined by the

card issuer. The card issuer may request the PIN entry on a contactless transaction if the transaction value is high enough. The decision from

the issuing bank will be either Approved (funds available) or Declined (various possible reasons – not detailed). Approved will initiate the

issue of the item requested, the funds cleared to the merchant account and the customer’s account will be charged for the purchase.

Power

Machine Host

controller

Alio Pro

card

reader

Communication

Architecture and Process Flow

Alio Pro Card Reader

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Pre-Selection / Pre-Authorization Process Flow

In this example, a request to pre-authorize the consumer account for £10.00 is submitted. The decision from the issuing bank will be either

Approved (funds available) or Declined (various possible reasons – not detailed). Once the host completes the transaction process and

commits the single (or total) transaction of £0.99 this is then re-submitted to the Alio Pro card reader to confirm with the issuing bank. On

Commit the pre-authorized value of £10.00 is replaced by the committed value of £0.99 with the funds cleared to the merchant account and

the customer’s account will be charged for the purchase.

: Waiting a

card

Alio Pro Card Reader

Architecture and Process Flow

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Published by CPI

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2.2 Visual Checks

Alio Pro Housing:

• Physical damage to any of the housing

• Excessive scratches to any of the housing

• Damage to any Connectors / USB socket / LAN socket

• Indication of liquid damage or liquid ingress

• Damage to fixing screw threads (ø M4)

Alio Pro LCD Screen:

• Visible damage to the LCD screen

• Scratches to the LCD screen

2.3 Self-Diagnostics

To access

Press the ‘Service’ button on the rear of the Alio Pro card reader

Enter the password code “

3944

” and then press the Yellow arrow

(Note: This password code and functionality may be subject to change in future software releases)

Press the ‘Home’ Icon and then ‘Diagnostics’ Icon followed by the choice of ‘Self Diagnostic Test’ Icon

There is no automatic lockout if the password code has been entered incorrectly numerous times.

If the password code does not work contact [email protected] and provide the device serial number and details of the reported error.

The serial number (S/N) can be found on the label below the ‘Service’ button.

Self-Diagnostics Tests available:

• Test the Insert Card contact

• Test the Contactless RFID

• Test the Touch Screen

• Test the Internal Buzzer

• Test the function LEDs

• Test the Mag Stripe (region dependent)

• Proximity Test (not supported yet)

To ensure the compliance with the Payment Card Industry (PCI), PIN Transaction Security (PTS), the

standard Alio Pro card reader has built in anti-intrusion security features that will disable all operation in

the event the unit is opened or vandalized.

Do not unscrew the six security screws. Any attempt to open the unit will render the unit inoperable, void

any warranty and require return to CPI for repair.

Replace the Alio Pro card reader – and return to a CPI Service Partner (see CPI website for details)

Contact [email protected] and provide the device serial number and details of the reported error.

The serial number (S/N) can be found on the label below the ‘Service’ button.

Architecture and Process Flow

Alio Pro Card Reader

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2.4 Connection Test

To Access

Press the ‘Service’ button on the rear of the Alio Pro card reader

Enter the password code “

3944

” and then press the Yellow arrow

(Note: This password code and functionality may be subject to change in future software releases)

Press the ‘Home’ Icon and then ‘Diagnostics’ Icon followed by the ‘Connection Test’ Icon

The Alio Pro card reader will now run a Network Connection Check

Connection Test Pass Connection Test Fail

• Check LAN cable for damage

• Check LAN fully plugged into the ETH socket on Alio Pro card reader.

• Check LAN fully plugged into the ETH socket on Host Port.

• Ask local IT to check the Host Port network connections.

Alio Pro Card Reader

Troubleshooting

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Published by CPI

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3 Troubleshooting

3.1 Hardware

Reported Error

Description / Cause

Actions

Blank Screen

Power for the card reader is

provided by the host system and

may not be supplied or there is a

screen hardware failure.

Check that power is present.

• Power to the rest of the machine / other displays working

• Check for flashing LEDs on the Alio Pro card reader – near

the card slot.

Do not attempt to open Alio Pro card reader.

This will render the device un-usable.

Replace Alio Pro card reader and return to a CPI Service

Partner.

Self-Diagnostics

On power up the card reader

runs through the ‘Running Self

Diagnostics’ self-check.

Self-Diagnostic checks:

• Device Time

• Payment Engine Status

• Software Integrity

• Internet Services Available

The card reader has detected an issue with the Self Diagnostics

checks.

Contact [email protected] and provide the device serial

number and details of the reported error.

No Network Connection

On power up the card reader

runs through the ‘Establishing

Network Connection’ self-check.

Network connection checks:

• Internet Services Available

• AWS

• F/W Update Server

• Payment Gateway

Make sure the network cable is inserted correctly into the ETH

port on the back of the card reader.

Make sure the network cable is inserted correctly into the host

network port connection.

Make sure there is no damage to the network cable. Contact the

local IT team if the cable needs replacing.

Contact the local IT team and ask them to check out the network

connections to the host network port connection the Alio Pro

card reader is connecting into.

If all cables and host network connections are OK, then contact

the machine supplier and report the fault.

Cannot Insert Card

The card slot has an object

obstructing inserting a card.

The card slot is located above

the white flashing LEDs.

The credit card should be inserted into the card reader until you

detect a slight click.

Check for objects in the card slot. These may have been driven

further into the card slot by attempts to insert cards and may not

be easily visible.

Do not attempt to open card reader. This will render the device

un-usable.

Replace Alio Pro card reader - and return to a CPI Service

Partner.

Damaged/Cracked Screen

A Damaged screen may still

allow touch sensitive actions to

be completed but may prevent

consumers to see messages.

Do not attempt to open the card reader. This will render the

device un-usable.

Replace card reader - and return to a CPI Service Partner.

Damaged Housing

The card reader may still be able

to perform transactions

Damage to the housing may in

time allow water ingress leading

to failure

Damage to the housing may

allow fraudsters to implement

skimming devices.

Do not attempt to open card reader. This will render the device

un-usable.

Replace card reader - and return to a CPI Service Partner.

Troubleshooting

Alio Pro Card Reader

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3.2 System/Software

Reported Error

Description / Cause

Actions

Display is showing “Activate

Device”

The Alio Pro card reader is

delivered in a secure state and

will require activation – note that

following the activation process

this will start the billing cycle for

service charges.

Follow the on screen directions to commission the unit

For further support contact [email protected] and provide

the device serial number and details of the reported error

Display is showing an Error Code

Please refer to the Alio Pro card

reader user guide for details on

Error Codes

For further support contact [email protected] and provide

the device serial number and details of the reported error

Message has frozen on the

screen

The Alio Pro card reader

messages may be provided by

the host machine if the

integration has selected this

option.

Contact the system provider (OEM or Operator) and log the

issue.

3.3 Payment Acceptance

Reported Error

Description / Cause

Actions

The magnetic stripe is not

working

Magnetic stripe is not supported

in the UK or Europe on this type of

application.

Please use Contactless or insert credit card for Chip and PIN

transaction.

Card not recognized but mobile

phone payment application is

RFID field intensity.

Active card area is only where the

Contactless logo is shown.

Mobile phone devices have more

powerful Contactless field

strength than a credit card.

Hold the card against the screen (Contactless logo) for three

seconds until an audible ‘beep’ is heard.

Is the card a new issue? Has cardholder performed a Chip and

PIN transaction to activate the Contactless feature?

Have cardholder inserting their card and perform a Chip and

PIN purchase.

Card not recognized

New contactless cards are issued

with the contactless technology

disabled for security reasons.

They require a chip and pin

transaction before the contactless

element is enabled.

Insert the card and perform a Chip and PIN transaction.

Have the cardholder contact their issuing bank and confirm the

card is enabled.

Contactless card declined

Cross border contactless

transactions are not supported by

all card issuers.

Insert the card and perform a chip & pin transaction.

Have the card-holder contact their issuing bank and confirm

contactless is supported.

PIN entered incorrectly

Incorrect PIN.

Select (X) Abort (O) Retry

The Alio Pro card reader uses standard PIN retry security. If

The PIN is entered incorrectly a number of times, the card will

be suspended.

Have the cardholder contact their issuing bank to re-enable

the card.

Alio Pro Card Reader

Troubleshooting

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Published by CPI

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3.4 Charges and Pricing

Reported Error

Description/Cause

Actions

Consumer charged for more

items / a higher price than

received.

Product delivery and product prices

are controlled by the system

provider (OEM or Operator).

Check product delivered is what was selected.

Verify pricing for the selected product.

Contact the system provider (OEM or Operator).

The consumer should provide details of the transaction (Date /

Time First 6 and last 4 digits of the card and price charged to

their account and the details of the products received/taken)

for the merchant to verify against the host transaction log and

Webmis portal.

Product not received but still

been charged

(Credit card payment)

Product delivery and product prices

are controlled by the system

provider (OEM or Operator)

Contact the system provider (OEM or Operator).

The consumer should provide details of the transaction (Date /

Time First 6 and last 4 digits of the card and price charged to

their account and the details of the products received/taken)

for the merchant to verify against the host transaction log and

Webmis portal.

Product not received but still

been charged

(Mobile phone payment)

Product delivery and product prices

are controlled by system provider

(OEM or Operator)

Mobile phone payment apps can take some time to reflect the

cancelled payment requested.

Contact the system provider (OEM or Operator).

The consumer should provide details of the transaction (Date /

Time First 6 and last 4 digits of the card and price charged to

their account and the details of the products received/taken)

for the merchant to verify against the host transaction log and

Webmis portal.

All Transactions Declined

MID Account may have incorrect

settings / Issues within the banking

network.

Contact [email protected] providing details of the

device location, Device ID and Merchant ID

3.5 Contact Crane Payment Innovations

Department

Email

Technical Support

[email protected]

Cashless Processing

[email protected]

Orders and Billings

[email protected]

Version History

Alio Pro Card Reader

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4 Version History

Rev

Change

Chapters Concerned

Date

V.1.0

First release

February 21, 2020

V1.1

General review

All

June 22, 2020

V1.2

Troubleshooting

§6.2

September 28, 2020

V1.3

First call screenshots

§5.2

November 8, 2021

V1.4

Visual Checks and Touch-keys

§2.2 and §2.3

July 21, 2022

Notes

___________________________________________________________________________________________________________

Notes

___________________________________________________________________________________________________________

Published by

Crane Payment Innovations | CPI

3222 Phoenixville Pike, Suite 200

Malvern, PA 19355

USA

CPI® Alio Pro Pro Card Reader Technician Guide Troubleshooting

CPI and Alio are trademarks of Crane Payment Innovations.

Except as permitted under the relevant local legislation, no part of this publication may be copied, transmitted, transcribed or distributed in any form or by any means, or stored in a database or retrieval

system, or translated into any language (natural or computer) without the prior written permission of Crane Payment Innovations (CPI).

CPI reserves the right to change the product specifications at any time. While every effort has been made to ensure that the information in this publication is accurate, CPI disclaims any liability for any

direct or indirect losses (howsoever caused) arising out of use or reliance on this information.

This document does not necessarily imply product availability.

Information in this document may change without notice.

Disclaimer

CPI does not accept liability for any errors or omissions contained within this document. CPI shall not incur any penalties arising out of the adherence to, interpretation of, or reliance on, this standard.

CPI will provide support for this product in accordance with the standard warranty of CPI, subject to any modifications to that warranty agreed in writing by CPI. CPI reserves the right to amend, improve,

or change the product referred to within this document or the document itself at any time.

Technical Support

Go to CPI Support and select Technical Support for assistance. Go to CPI Support and select Service Partners to find a CPI Authorized Service Center near you for product service and repair. Parts and

labor that are CPI responsibility will be provided without charge. Other service is at owner’s expense.

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