Progressive International Electronics PCXZ - Manual (Page 50)

Progressive International Electronics PCXZ
Version 4.2/April 2005 Page 42
PCXZinstall
Preparation for Tech Support Calls
Should you require assistance from PIE regarding a problem with the PCXZ controller, be sure to
have the following information ready. This information is necessary in resolving controller-related
problems. PIE’s operating hours are Monday through Friday, 8:00 - 5:00 EST.
“ Is this a new installation or an existing site? If dealing with an existing site, how old?
“ Brand of dispensers and readers.
“ Model numbers of all dispensers and readers.
“ Number of dispensers and readers.
“ Model numbers of distribution boxes (DBoxes).
“ If site layout is complex, draw a site layout diagram labeling individual components and fax to
PIE for reference (919 821-1325).
“ Version of software in the dispensers, card readers, and PIE controller.
“ Frequency of problem — does it happen once a day or on all transactions, on one dispenser
or all dispensers, etc.
“ Find out if the problem with the dispenser/readers can be correlated with an event such as a
loss of power, a lightning storm, a dispenser/reader repair/servicing, a software upgrade to
one of the system components, etc.
“ Results of running the PIE supplied test utilities such as PCC DEMO.
“ Results of diagnostic port information on the PCXZ.