Teller Source Capture Equipment Troubleshooting

The IT Service Desk may be contacted to assist with basic troubleshooting of Teller Capture equipment problems:

- Is the device plugged in and turned on?

- Is the device connected to the computer?

- Have you tried plugging it into a different USB port?

- Is the device plugged into a USB hub/extender?  If so, have you tried plugging in the device's USB cable directly into your computer?

- Has the device been cleaned?  If the scanner detects a jam, have you tried canned air or a cleaning card?  (Cleaning cards can be ordered from here: https://store.digitalcheck.com/PN-IS0033_2)

       - Video tutorial on steps to use a cleaning card: SmartSource Professional - Support - Digital Check Corp.

       - Full detailed steps on the cleaning card process may be found here: https://fmhc.freshdesk.com/a/solutions/articles/47001263160

- If the scanner still states there is a jam after cleaning, did you check the camera bay?  Wipe down the glass and check to ensure there is no debris caught in the basin.

- Is the check scanner away from direct sunlight?

- Does a different check scanner work at the same computer?  If so, that would point to a problem with the specific scanner.

- Conversely, does the same check scanner work at a different computer?  If so, the problem can be isolated to the specific computer.

- Does the check scanner work after it is moved to the other side of the desk/workstation?  If so, this might indicate some electromagnetic interference from another nearby device or equipment.

If it is determined that the equipment needs to be replaced or repaired, follow the guidance below.

Teller Capture check scanners are covered for five years by Fiserv Advanced Unit Replacement Program (see PDF attached).  It is the branch's responsibility to handle this directly.  This will ensure that the replacement scanner is shipped directly in a timely manner.

Driver's License Scanners have a one-year warranty period.  Check with IT as a replacement scanner may be available in inventory.  Otherwise, IT may be able to have a third party repair it.

Signature pads have a two-year warranty period (two-year depot repair handled directly with Topaz). Check with IT as a replacement signature pad may be available in inventory. Otherwise, IT may be able to have a third party repair it. The pens may be ordered separately if that is all that is needed and the pad itself is still functional.

If you are a department that uses Branch Capture, contact IT for support with Panini scanners.

If you are interested in purchasing new Teller Capture equipment (check scanners, signature pads, or driver's license scanners) for a new desk or office setup, please contact the Service Desk.  These can be ordered from Fiserv Hardware Advantage or from another vendor.  IT only has limited inventory of some of these devices and their associated cables.