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Navy Cash Training 

System Maintenance Procedures

Unit 3
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At the end of this unit of training, you will be able 

to:

 State the various problems that might occur with 

the Navy Cash system. 

 Describe the steps used to remove and replace 

Navy Cash hardware. 

 Apply troubleshooting steps and processes to 

correct problem scenarios in the classroom using 

Navy Cash training equipment. 

Objectives
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Troubleshooting and Problem 

Diagnostics
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 When problems occur with the Navy Cash system, 

ensure you follow these basic troubleshooting tips:

– Review system application and security logs on 

a weekly basis. Navy Cash applications utilize a 

high level of logging and there will be many 

messages in various log files. 

– Be aware of changes to Navy Cash software 

and hardware. 

– Check all cables and wires. Re-crimped cables 

will affect Navy Cash operations if not done 

properly.

Troubleshooting Tips
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Update System Component Technology Product Version

1.4.7.3/4 Mobile POS BlueBird v1.1.1.7

1.4.7.3/4 Fixed POS VeriFone v1.0.4.6

1.4.7.4 CAD ITC-CAD v1.0.0.1

1.4.7.4 Kiosk VeriFone v1.0.1.6

1.4.7+ API - App Cogent API - App v. 1.0.4156.27632

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1.4.7+ API - ITC Cogent API - ITC v. 1.0.4156.27636

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Product Version
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 If the ship loses power :

– The UPS software should maintain power to the 

server long enough for it to be powered off 

properly.

– When power returns, follow the “Power On” 

sequence steps to power on the Navy Cash 

server.

» Allow the 1st node to fully boot up before turning on 

the second node. This allows full control of the 

resources.

» No other devices should be plugged into a Navy 

Cash UPS.

Loss of Ship’s Power
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 If the ship loses power :

– Do not rely on the UPS to power the system!

– If power is going to be out for an extended 

amount of time (more than 30 minutes), do a 

proper shutdown of the Overland Snap Server.

– If the Overland Snap Server shuts down due to 

lack of power, it may result in 

hardware/software failure that may include loss 

of data!

Loss of Ship’s Power (cont)
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 Network adapters and switch ports may have 

mismatching duplex levels or transfer speed 

settings. 

– Ensure all Navy Cash Switch ports have speed 

and duplex statically assigned and not set to 

auto.

– Both network switches/server network adapters 

must be set to 100 Mbps and full duplex. They 

cannot be mismatched if the system is to 

function correctly.

Incorrect Network Settings
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 Network adapters or switches with 

transmission rates of 100 megabits per 

second (Mbps) do not switch over correctly. 

Some auto sense settings may not properly 

detect the speed of some network adapters.

 Be aware of upgrades or the installation of 

software or equipment which impacts Navy 

Cash devices or communication.

Incorrect Network Settings (cont)
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Navy Cash Devices Offline

 Check cables, UPS, switches

 Verify services are online by following these steps:

– Step 1: Open Failover Cluster Manager

– Step 2: Verify that the Navy Cash Messaging Service 

resource is online.

– Step 3: If offline, right-click on the resource and select 

Bring Online. Once the resource is online, check devices 

for connectivity.

– Step 4: If equipment is online, troubleshooting ends. If 

not then attempt to access the devices’ switch using Cisco 

Network Assistant from one of the servers.
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Navy Cash Devices Offline (cont)

– Step 5: If the switch can’t be pinged, verify it is 

powered on and all cables are seated firmly.

– Step 6: Verify the ship’s switch port configuration 

(speed/duplex, VLAN, etc).

– Step 7: If ship is CANES, verify both nodes, both 

workstation, all switches, and all devices are in 

appropriate CANES ACLs (refer to HACSIM tabs 

EUA-1 and EUA-2). Additionally, both nodes MSs 

and DCs, workstations, and switches’ MACs must be 

in ISE.
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Navy Cash Devices Offline (cont)

– Step 8: Confirm ip configuration against navy.cfg

file (F:\ncservice\navy.cfg).

– Step 9: If the navy.cfg file needs to be changed, 

contact the Navy Cash Central Support Unit (CSU) 

for further assistance.
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 Step 1: Verify IP addresses are correct by 

executing “ipconfig /all” from an elevated

command prompt.

– Always verify the IP addresses to the ones that are 

listed on the laminated Navy Cash Quick Info Sheet 

hanging on the server rack. 

 Step 2: Check connections on both ends of 

network cable. Perform a ping test to verify 

connectivity

– If connection is achieved, troubleshooting ends. If 

problem persists, continue with next step.

Client/Server Comms Failure
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 Step 3: Verify ship’s switch speed/duplex settings 

and verify the Navy Cash settings.

 Step 4: Verify that NIC of workstation, laptop, or 

server is functioning correctly.

– If it is not working, contact the Navy Cash 

Central Support Unit (CSU) for replacement.

Client/Server Comms Failure (cont)
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Group in Failover Cluster 

Manager Has Warning Icon

 Step 1: Verify ownership of the 

cluster resources, then switch to 

appropriate node using the KVM 

switch.

 Step 2: Bring the service online by 

right-clicking on resource name and 

select Bring Online.

 Step 3: If none of these steps work, 

re-boot the Navy Cash system.

 If this does not correct the problem, 

contact the Navy Cash Central 

Support Unit (CSU).
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 If ship is expecting any network changes 

such as a GIG-E Upgrade, ORT upgrade, 

CANES upgrade, or new IP scheme, notify 

the Navy Cash Central Support Unit (CSU) 

of expected upgrade and dates upgrade will 

take place. Do not modify IPs on Navy 

Cash without direction from the Navy Cash 

Technical Team.

Client/Server Comms Failure
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 If a server, the Overland Storage Device, or a 

workstation fails, the Navy Cash Technical Team 

may determine that a replacement is required. 

Follow these steps:

– Step 1: Detach all physical connections from the back 

of the failed server (Node 1 or Node 2).

» VGA, 3 network connections, 2 power cables, UPS 

USB Cable.

– Step 2: Remove the two internal drives from the failed 

server.

Hardware Failure
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– Step 3: Slide the replacement server out of the box.

– Step 4: Replace with the received spare.

– Step 5: Place the old drives into the new server.

– Step 6: Plug in cables.

– Step 7: Power up the server using proper startup 

procedures.

– Step 8: Using Failover Cluster Manager, ensure that 

the system has reattached to Cluster resources.

– Step 9: Using Failover Cluster Manager, ensure that 

the system “fails over” between nodes correctly.

Hardware Failure (cont)
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– Step 10: Overland Storage Replacement will 

be handled on a case by case basis. Steps 1 – 9 

only apply to the servers (Nodes 1 and 2).

Hardware Failure (cont)
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Field Replacements
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 If a disk failure occurs in the Overland Storage 

Device, a red flashing light will appear.

 When the red light on the Overland Storage 

Device indicator panel has gone out, fail-over is 

complete.

Adding/Removing Drives
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 Step 1: Leave Overland Snap Server on.

 Step 2: Remove bad drive from Server / Overland 

Snap Server.

 Step 3: Insert replacement drive.

 Step 4: Follow procedures sent with replacement 

drive to add replacement drive to RAID.

Adding/Removing Drives (cont)
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 No one is to swap or replace drives without 

notifying the Navy Cash Call Center first. They 

will then generate a case number and provide you 

with that number for reference.

 Do not, under any circumstances, swap a drive 

from one node to the other, or one node to the 

Overland Storage, or from the Overland Storage to 

a node!

Adding/Removing Drives (cont)
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 Any of the following procedures MUST be run 

with FRBB or Engility Technical support:

– Installing software.

– Database restores.

– Changing permissions.

– Setting policies.

 Do not attempt to perform operations on the 

Oracle database without FRBB or Engility 

Technical support.

Database/System Failure
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DO NOT RESTORE THE DATABASE OR 

ANY OF THE DATA ON THE SHARED 

DRIVES.

CAUTION
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 For information on system hardware, refer to the 

manufacturer’s documentation

 For support of the Navy Cash system:

– Tel: 1-866 6NAVYCASH

1-866 662-8922

– Fax: 1-813 533-5711

– Web: www.navycash.com

– E-mail: navycashcenter@frb.org

Support
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 When onsite troubleshooting cannot remedy the 

issue, contact the Navy Cash Central Support Unit 

(CSU) for further support:

– The Navy Cash CSU issues a trouble ticket for 

the call.

– The Navy Cash CSU determines priority of the 

issue and the response necessary to assist. This 

support will be provided as phone support, a 

tech visit or trainer visit where applicable.

Customer Service Center (CSU)
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 When placing a support call, ensure that you have 

filled out the Navy Cash Trouble Call Worksheet 

that is found in the Navy Cash SOP. This form 

will require the following types of information 

that will assist in the better diagnosis of the 

problem.

– Precise description of the issue.

– List of troubleshooting procedures that have 

been attempted (i.e. power up/down server, 

checking cables, etc).

– The Navy Cash CSU is available 24X7.

Support Calls
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 Be prepared to answer:

– Do the Navy Cash devices (including switches) 

have power to them?

– On what node is the server running?

– Can the nodes fail over between each other?

– Are any errors listed in the Event and System 

logs?

– Have there been any changes to shipboard 

routers/LAN?

Support Calls (cont)
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Questions