Troubleshooting

Occasionally, some problems may occur that cannot be detected by the Scan Doctor.

Before Calling for Service

Before calling for service, check these items. This might prevent an unnecessary service call and restore the NCR 7877 back to service more quickly.

•Verify that the NCR 7877 has power – the Clean Window Indicator Status Lights should be on.

•Use the Scan Advisor, Scanner Diagnostic Codes, and Scale Diagnostic Codes to try to locate the problem and the corrective action to follow.

•Power cycle the NCR 7877 – remove and then supply power.

•Verify that the Scan Windows are clean – clean if necessary.

•Verify that the Communications Cable between the NCR 7877 and the Host Terminal is properly connected.

•If the NCR 7877 includes a Scale, verify that there is no dirt or debris restricting the movement of the Top Plate – clean and remove debris if necessary.

•If the NCR 7877 includes a Scale, touch the Scale Zero button.

•If the system includes a Remote Compact Display, verify that it is properly connected to the NCR 7877.

•If the problem is with a remote device, Hand-Held Scanner, verify that it is properly connected to the NCR 7877. Refer to the appropriate documentation for the device.

Following are the scanner and scale problems. Select the problem description to view the possible cause and the corrective action. Select the problem description a second time to hide the description.

Scanner Problems

ClosedNo Lights On

Possible Cause and Corrective Action

Problem with Power Supply – if included with system

1.Check the Power Supply - Green light should be ON.

2.Check the Power Supply cable connections.

3.Check the AC receptacle for having proper power.

4.Call for service.

Problem receiving power from host terminal – Power Supply not used

1.Check the communication cable connections.

2.Call for service.

3.Check if the host terminal is switched ON.

 

ClosedReads Only 2 Labels

Possible Cause and Corrective Action

NCR 7877 is not communicating with host terminal

1.Check the communication cable connections.

2.Check the Host terminal for proper operation.

3.Check for expected communication protocol.

4.Call for service.

 

ClosedDoes Not Read Any Labels

Possible Cause and Corrective Action

Scanner disabled by host terminal

1.Verify that the Host Terminal is enabling scanner with transaction.

2.Call for service on the Host Terminal.

Internal Failure

1.Turn the NCR 7877 Off and then On.

2.Observe the Clean Window Indicator for error codes.

3.Call for service.

 

ClosedPoor Scanning Performance

Possible Cause and Corrective Action

Scanning outside of Scan Zone

•Scan all items within the Scan Zone.

Poor tag contrast or quality

•Scan closer to the Scan Window.

Excessively dirty/scratched Horizontal Scan Window Glass

1.Clean the Horizontal Scan Window Glass.

2.Call for service.

Poor camera focus

•Call for service.

 

ClosedData Not Sent to Host Terminal

Possible Cause and Corrective Action

Communications problem

1.Reset the scanner with Reset tag.

2.Check the communications cable connections.

3.Check the programming settings and correct as needed.

4.Call for service.

Scale Problems

ClosedRemote Scale Display is Blank

Possible Cause and Corrective Action

Remote Scale Display is not working

1.Check if the Scale Display Cable is properly connected to the NCR 7877.

2.Replace the Remote Scale Display.

Top Plate is restricted from moving.

1.Remove any foreign objects from around the Top Plate and Produce Guard.

2.Remove any foreign objects from under the Top Plate.

3.Touch the Scale Zero button.

Power Supply problem

•Turn the NCR 7877 Off and then On.

NCR 7877 is not programmed for a scale

•Program the NCR 7877 for a scale – Program Mode, Hex 3, Hex 0, Hex 3, Save and Reset.

Scale is under weight

1.Verify that the Top Plate is properly located on the NCR 7877.

2.Remove any debris from under the Top Plate.

3.Touch the Scale Zero button.

 

ClosedRemote Scale Displays - - - -

Possible Cause and Corrective Action

Too much weight on the Top Plate

1.Remove items from the Top Plate.

2.Remove any obstructions to the Top Plate movement.

 

ClosedScale Not Weighing Correctly

Possible Cause and Corrective Action

The Scale is out of calibration

•Call for service.

Component failure

•Call for service.

 

 

Other Topics

User Information

Home Page

Scan Advisor

Identify specific Status indication

Scanner Diagnostic Codes

Identify specific Scanner errors

Scale Diagnostic Codes

Identify specific Scale errors

Programming Tags

Display Bar Codes for programming