Articles in this section

Money Room Troubleshooting

  • Updated

Diagnose your money room issue:

We recommend starting with General Troubleshooting and work your way through the other two sections (Root Causes & Diagnose by Symptom) to diagnose your issue and find a solution.

 

Section 1: General Troubleshooting

  1. Verify Bluetooth connection
  2. Verify Gimme VMS version
  3. Verify iOS version
  4. Use a different iPad
  5. Reduce Bluetooth Interference
  6. Check the coin counter settings
  7. Check Coin Counter Computer Interface (Emulator) Settings

Section 2: Three Root Causes

  1. Power
  2. Bluetooth
  3. Network Connection

Section 3: Diagnose by Symptom

  1. After counting a bag, the counted bags did not appear in the Money Room or anywhere else in VMS
  2. Counted Money Bags do not populate despite a Bluetooth connection
  3. Counted bag does not “ding”
  4. Cannot find Money Box Key serial number using Gimme DEX

 

 

General Troubleshooting

 

1. Verify on the Money Room screen that (Money Room) Gimme Key status is Connected and blue

Screenshot_2022-05-02_at_12.14.19_PM.jpeg

    • When attempting to connect, the top-right icon will be red and say “Connecting” with loading animation 
      • If you cannot establish a connection, skip to the Root Causes section
    • If no Money Box Key is connected, the top-right icon will be gray and say "Link Key"

(back to top)

 

 

2. Verify you are using the latest version of Gimme VMS for iOS

    • Settings page, bottom right corner / App Store

(back to top)

 

 

3. Verify you are using the latest version of iOS

    • iPad Settings > General > Software Update

(back to top)

 

 

4. Use a different iPad

(back to top)

 

5. Relocate any nearby Gimme Keys to reduce Bluetooth interference

(back to top)

 

6. Check the coin counter settings

    • Open Comm settings

      • Hold the red End button
      • * Enter Setup Mode
      • * Port Setup

    • Verify the port number is the same port the Money Box Key is plugged into

IMG_0288.jpeg67293497164__A996535C-A044-4D64-83BE-9F177BEDC587.jpeg

(back to top)

 

7. Coin Counter Computer Interface (Emulator) Settings

  • Hold the red End button
  • * Enter SetupMode
  • * Peripheral Formats
  • * Computer Interface
  • The **COMPUTER INTERFACE SETUP** screen on your coin counter should match this exactly:

E375BA53-9E1C-401F-8D6F-E99DB2AFF44A_1_201_a.jpeg

  • If these settings are different, make the necessary changes 
  • Exit out of the Coin Counter settings 
  • In VMS > Money Room > Verify the Bluetooth connection 
  • Attempt to count a bag

(back to top)

 

 

Root Causes

Diagnose by ruling out the root cause

1. Power

    • Power to Money Box Key
    • Power to iPad
    • Power to Coin/Bill Counter
    • Verify any power strips are plugged in and turned on

(back to top)

 

2. Bluetooth

    • Incorrect Serial Number for Money Box Key
      • Isolate the Money Box Key from any nearby Gimme Keys
      • Use the Gimme DEX app to determine the serial number
      • Verify against the serial number in VMS > Settings > Gimme Key
        • If the serial number is different
          • Write down the one on the screen
          • Tap "Remove Gimme Key"
          • Force close the Gimme VMS app and reopen
          • Navigate back to Settings > Gimme Key
          • Tap "Add Key" 
          • Use the serial number from the Gimme DEX app
    • Money Box Key not linked to iPad in Settings
    • Verify the Money Box Key is physically connected to the coin counter
    • If a different iPad was recently used in the Money Room, verify that the Gimme Key (Money Box Key) was removed 
      • Money Boxes/Gimme Keys linked in the Settings of Gimme VMS are linked to the iPad itself, not the user.

(back to top)

 

3. Network Connection

    • Check by opening a browser (typically an app titled "Safari" and searching for the weather
      • If the page does not load, check the following:
        • iPad Settings > WiFi 
        • Check your router and/or contact your internet service provider if it's connected.
        • If it's not connected, attempt to connect to the WiFi 
        • If your operation uses a mobile network, tap on the WIFI icon to disable it and only use the mobile network
    • Cycle the network (mobile, WiFi, and Bluetooth)
      • Open iPad Settings > wifi > (make sure it is not connected to Lightspeed mobile or any Lightspeed variation)
      • When turning it back on, turn it on with wifi and Bluetooth only
      • If that doesn’t work, try with mobile and Bluetooth only
    • Relocate the iPad closer to the router

(back to top)

 

 

Diagnose by Symptom

1. After counting a bag, the counted bag does not appear in the Money Room (or anywhere else in Gimme VMS)

(back to top)

 

2. Counted Money Bags do not populate despite a Bluetooth connection

The Money Box Key S/N matches the key linked in VMS Settings, and the Bluetooth symbol is present on the Money Room screen, indicating that the Money Box Key is synced to the iPad via Bluetooth - However, the Money Bags are not populating Gimme VMS Money Room. 

    • See the Root Causes: Network Connection section first
    • Check the Coin Counter settings

(back to top)

 

3. Counted bag does not "ding"

Typically due to a network connection issue

(back to top)

 

4. Cannot find Money Box Key Serial Number using Gimme DEX

    • If there are too many to choose from, relocate any nearby Gimme Keys or move away from Gimme Keys to reduce Bluetooth interference
      • Verify that the Money Box Key is plugged into a power source
    • Money Bags are not linked to a visit after being counted and are unassigned
      • Users can count money bags for any past visits at any time, 
        • This means that if you leave a money bag unassigned from a past visit and the same money bag is reused for a subsequent visit, the software cannot distinguish which visit to assign the bag to and will create an unassigned bag that will need to be manually assigned
        • Verify any past money bags with the same number are assigned to a visit

(back to top)

Related articles