ATM Maintenance: How to Keep Your ATM Machine Up and Running

ATM maintenance is an important part of owning an ATM machine. The better your maintenance, the more uptime your machine experiences, and the more revenue you earn. After all, you can’t make money if your machine is inoperable. Regular ATM maintenance ensures that your machine functions, looks good, and avoids costly repairs and replacements later on. 

Here, we will explain the different types of maintenance you can expect your machine to undergo and how to handle it. There are some tasks you’ll want to take care of monthly and others on an as-needed basis. 

Don’t worry. ATM maintenance is quite simple and even common sense. You want to take care of your ATM machine just as you would a vehicle, appliance, or firearm. Any mechanical device that involves moving parts requires regular maintenance. Here’s what that looks like for an ATM machine:

FLM vs. SLM

There are two categories of ATM maintenance: first-line maintenance (FLM) and second-line maintenance (SLM). FLM can be performed by you, the location owner, or anyone you delegate the task to. FLM includes restocking receipt paper, fixing jams, addressing certain error codes, and cleaning.

SLM will require the tools and expertise of a qualified technician. This can include replacement or repair of machine parts and software updates. You should be able to get ATM technical support by contacting your ATM processing company. When looking for an ATM company, this is one service you might want to make sure it offers.

Most Common Error Codes

There are 5 error codes that you’re most likely to encounter. These, you should be able to address and fix yourself.

The first is a dispenser error (40047). This happens when the dispenser isn’t working properly, most likely due to a cassette misfeed. There might be a bill jam or the dispenser sensors might just need to be cleaned. Worst case scenario, the cassette box will need to be replaced. 

No receipt paper (20013) happens when the receipt paper runs out and needs to be replaced or when there is a jam. There is also a paper reset switch you can use if there is paper and no jam. 

A connection error (D1500) can happen when there is a modem disconnection or timeout. This error can occur if the host doesn’t respond in 60 seconds. 

To restore the connection, verify the host phone number and modem speed to make sure they’re consistent. You might need to contact the phone company if the modem is defective. You can use an in-line filter to improve data-communication support. Or, you can check the programming including the Dual Master Key setting and Host Processor Mode.

When setting up your machine, you will need to set the terminal identification number (TID) in the Host Setup. Otherwise, you will get an F000F error code indicating that the TID is missing or is incorrect.

Finally, there is the low/no cash error (20002). The low cash warning sensor on the dispenser will open when the balance reaches around $75. Simply stock the machine with more cash or consider disabling this function in the Transaction Setup menu if you typically keep a low amount of bills. 

Most Important Parts of ATM Maintenance

When planning your routine FLM, there are a few areas you want to be sure to include. Basically, you want to make sure you keep all moving parts clean as well as the outside of the machine and even the area around it.

Screen

You want to be sure the screen is always clean. This is the part of the machine your customers interact with. So to improve the user experience and keep customers coming back, you want to make sure the screen is sanitary and clear—users need to be able to see the information on the screen. This is especially important if you have a touchscreen. Fingerprints can quickly grime up a screen.

You can clean the screen with a soft, damp cloth. Use an antiseptic wipe for touchscreens to keep the area sanitary and free of germs.

Card Reader

The card reader can also fill with debris quite quickly. You will want to clean the card reader of magnetic stripe particles, dust, skin cells, oils, etc. Otherwise, the card reader can malfunction or you could experience card jams. These can both be costly and time-consuming problems if not prevented. Simply use a wet cleaning swab to clean out the card reader regularly.

Cash Dispenser

The cash dispenser will fill with dust, lint, and other particles quickly, too. You can blow all of this out with a can of compressed air. You might even want to lubricate the rollers to keep them moving seamlessly, but inquire with your ATM company or manufacturer for a recommendation.

Safe

You’ll want to maintain the ATM safe to make sure it remains secure. So check the hinges at the door and cassette lids to make sure they are moving smoothly and aren’t broken anywhere. To keep them moving smoothly, clean the hinges regularly. Lubricate the hinges and oil the cassette lids. If you think you might need to replace the safe battery, consult your ATM manufacturer first.

Operating System

You need to keep the operating system fresh and up-to-date. Otherwise, you won’t have a record of all of the data you might need. Keep memory available to record all activity by printing your journal regularly. Keep these records on-hand for at least a year. You can also refresh the ATM’s operating system by rebooting it every now and then. 

Exterior

Finally, you want to make sure the exterior of the machine is clean and free of damage or vandalism. This includes the area around the ATM machine. Don’t let dust bunnies accumulate around the base of your ATM machine; it just looks bad. And if any stickers or decals on your machine begin to peel or tear, replace them.

You want your machine to be approachable. Customers won’t feel comfortable or even all that safe using a machine that looks like it isn’t monitored or cared for. They might fear losing their card to the machine or risking a cash jam. Make it clear that your machine is under watchful eye and is well-cared for and maintained. This will increase usage and overall revenue.

Internal Function

Remember that most internal functions that require special tools and expertise will need to be handled by qualified technicians. 

Make sure you document every error code, replacement, and repair. Take note of what went wrong, what action you took, and what the result was. You might need this information later for warranties, equipment audits, or to advise employees when future troubleshooting is necessary.

Where to Find ATM Maintenance Support

As an ATM owner, you have a lot of resources to help you with your ATM maintenance. First, you can always consult your machine’s manual. If you don’t have a hard copy, just look for one online or request one from the manufacturer or your ATM vendor. 

You can also consult error code lists if you get a code not listed above. While some error codes are universal, others are specific to the manufacturer of your machine. You can search for a specific code online or request a list from the manufacturer.

And, if your ATM company offers technical support, you can call them with any questions you might have or help you might need.

7x24x365 ATM Maintenance Support

It’s important to note that most ATM machines rarely need servicing. This article covers the most basic, most common scenarios you will face when it comes to ATM maintenance. Of course, you might experience an unexpected issue or something not covered in this article. In that case, use your resources. Make a plan ahead of time by locating a phone number, manual, or other guide so that you know where to go in an emergency.

ATMDepot.com offers 24 hour support 7 days a week 365 days a year. If you work with ATMDepot, you can access support at any time through your Real-Time ATM Monitoring Portal or by entering your TID. With that kind of support, there is no need to worry about ATM maintenance. If there’s a problem you can’t solve, we’re here to help. Just make sure you take preventative care of your ATM machine by checking and cleaning the parts regularly!