SAIC PROPRIETARY

Ver 1.4.7.1

Navy Cash Training

Disbursing Unit 6:

Maintenance Procedures
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Ver 1.4.7.1

Objectives

 Provide an overview of Navy Cash Equipment

 Explain hardware maintenance and 

troubleshooting procedures

 Discuss how to replace damaged or lost parts and 

components

 Discuss Distance and Online Support 

 Explain software maintenance procedures

 Discuss Casualty Reporting procedures 
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Equipment Overview
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Navy Cash Server

 Typical Set-up 

(cabling diagram)
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System Equipments

 Server

– Rack-mounted in 

Disbursing or Supply

– Made up of two servers 

or “nodes”

 Switches or Routers

– Mounted behind the 

Kiosks

– Minimal Disbursing 

interaction required
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Card Accepting Device (CAD)

 Installed in Vending 

Machines

 Uses SAM to interact with 

the Chip on a Navy Cash 

Card

 Uses a SD Card to store 

transactions when offline

 3 Hidden Buttons

 Can function in online or 

offline mode
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Ver 1.4.7.1

iPA 280 Point of Sale Device

 Used to record sales 

transactions 

 Can be operated online or 

offline

 Functions in Proxy mode 

(connected to workstation) 

or Normal mode (portable)

 Has SD card and SAM Chip
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Navy Cash Kiosk

 Used to move funds between 

home bank and Navy Cash Card

 Used to make PIN changes

 Used to Check-in to the ship 

 Requires continuous network 

connection to Navy Cash Server 

to process a transaction

 Uses a SAM to interact with the 

Chip on a Navy Cash card
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Powering System On/Off
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Navy Cash Server Setup

 Node 1

 Node 2 

 Overland Storage 

Unit
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Power-on Sequence

 Power on the Overland Storage Unit

 Power on the 1st node and log in

 Power on the 2nd node and log in

 Launch Failover Cluster Manager 

and ensure resources show ONLINE

Note: For more detailed procedures, 

refer to your Navy Cash Quick Info 

sheet attached to the Navy Cash 

Server
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Power Off Sequence 

 Start at Node 2 and perform Windows shut down 

sequence 

 Switch to Node 1 and perform Windows shut 

down sequence 

 Power-off the NAS / RAID

Note: For more detailed procedures, refer to your 

Navy Cash Quick Info sheet attached to the Navy 

Cash Server

This procedure 

assumes that Node 1 

is in control
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Ver 1.4.7.1

Power On CADs and ATMs

 CADs and Kiosks should remain 

powered on at all times unless 

performing maintenance

– CADs are simply plugged in the vending 

machine with no power switch

– Kiosks are plugged to the UPS 
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iPA 280 Sign On

 Ensure POS is communicating with 

Navy Cash Server

 Normal Mode

– Requires at least one configured merchant

– If no merchant is configured, an “Error 

Initializing Device State, No Configured 

Merchant” message is displayed

 Proxy Mode

– POS is connected to Disbursing 

Workstation

– Supports transfer of funds or card 

maintenance functionality 
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Hardware Maintenance 

Procedures
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Ownership

 Navy Cash Accountable Officer (DISBO) 

and Navy Cash Deputy

– Own, operate, and maintain Navy Cash servers, 

workstations, laptops, POSs, Kiosks, CADs

 Ships IT 

– Owns, operates, and maintains the ship’s network 

configuration

– Has primary responsibility to support Navy Cash 

network and communication issues
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Ver 1.4.7.1

Training

 Navy Cash Accountable Officer (DISBO)

– Ensures Navy Cash Deputy and Ship’s IT are 

trained on Navy Cash Operations, maintenance, 

and troubleshooting

– Refresher courses are provided by SAIC (Navy 

Cash Contractor) in Fleet Concentration areas 

on a regular basis
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Ver 1.4.7.1

Preventive Maintenance

 Daily 

– On Navy Cash Server, Check Failover Cluster 

Management 

» A change of nodes could indicate a failure of a 

component or failure of NC service

– Check the status of Round Trips 

» Engage Ship’s IT if a pending batch is not 

completed within 6 hours
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Ver 1.4.7.1

Preventive Maintenance

 Weekly 

– Wipe down all unit screens

– Clean card readers in the IPA 280s, KIOSKs, 

and CADs 

» Use card reader cleaners
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Ver 1.4.7.1

Troubleshooting NC Equipment

 Communication Issues 

– Refer to Communications Troubleshooting Guide

» Appendix S of NC SOP

 Basic Troubleshooting

– Refer to NC SOP, Pub 727 

– Maintenance Videos 

 Technical Support 

– Phone: Navy Cash CSU – 1-866-662-8922

– E-mail: navycashcenter@frb.org
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Troubleshooting NC KIOSK

 Restart Feature

− Touch the “Restart” button on 

the Admin Menu to re-initialize 

all Kiosk application components

− This should be the first step in 

troubleshooting the Kiosk to 

determine if a simple reinitialization fixes the problem
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Ver 1.4.7.1

Troubleshooting NC KIOSK

 Start-up Messages

– Series of screens which shows the current state of the Kiosk as it 

starts up

– Examples of Start-up Error Messages

» Out of Service–C1 – main card reader cannot be activated

» Out of Service – S2 – SAM is detected but cannot be activated

» Out of Service – N1 – network communications cannot be established

» Out of Service - T1 – Terminal ID for Kiosk is not set
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Ver 1.4.7.1

Troubleshooting NC KIOSK

 Error Messages

– When Kiosk is 

inoperable, it 

shows an “Out of 

Service” message 

followed by an 

error code
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Troubleshooting NC KIOSK

 Error 

Codes
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Troubleshooting NC KIOSK

 Diagnostic 

Screen

– Displays 

information that 

can be helpful in 

troubleshooting

– Any error or 

abnormal state is 

shown in red
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Troubleshooting NC KIOSK

Kiosk 

Diagnostic

Screen
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Troubleshooting NC KIOSK

 Severe troubleshooting may be necessary:

– Issue with PIN pad, network card, smart-card 

reader, or when access to Windows Operating 

System 

– Technical Support:

»Navy Cash Central Support Unit (CSU)

 Phone: 1-866-662-8922

 navycashcenter@frb.org
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Ver 1.4.7.1

Troubleshooting POS

 Rebooting the POS should always 

be the first step in troubleshooting

– Touch small RESET button with a 

stylus

 Clean or replace SAM chip 

 Replace SD card

 Replace any faulty POS with a new 

unit. Each ship is issued several 

spares.
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Troubleshooting POS

 Error Messages:

– Error Initializing SAM

» May occur during POS initialization because SAM 

is not present

 Action: Install SAM in POS device

– Error Authenticating Card

» Card is blocked

 Action: Have cardholder report to Disbursing 
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Ver 1.4.7.1

Troubleshooting POS

 Error Messages (cont)

– Examples:

» SD Card Error – SD card is not present or SD card 

message queue is full

 Action: Install SD card or if POS is offline and SD card is 

full, plug POS into network connection point

» SAM Error – SAM needs to be replaced

 Action: Clean SAM or replace SAM

» Boot up Errors (various) – occur when starting POS

 Action: Insert good SAM or SD Card, or reboot POS
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Ver 1.4.7.1

Other iPA-280 Errors

 Failed SD Card 

– Error: Initializing Backup Database

– Error: Opening Backup Data

» Actions: For both errors above, Replace SD Card, 

Power off /on the POS
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Ver 1.4.7.1

Troubleshooting CAD

 Verify if ship’s network is up

– If network is down, do not cycle power

– CAD can operate in offline mode 

 Verify if routers are powered on

 Check the cables from the CADs to the routers

 Cycle power to the vending machine (turn off and 

turn on vending machine)

 Clean SAM chip or Replace SAM chip

 Check SD card

 Replace CAD from stock
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Ver 1.4.7.1

Troubleshooting CAD

 For Technical Assistance

– Contact Navy Cash Central Support Unit (CSU)

– CSU will assign a case number that will be used 

to track the trouble call

– CSU will handle trouble call directly or forward 

it to the proper person

– Use Navy Cash Trouble Call Worksheet
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Troubleshooting CAD

 Failed CADs

– When directed to return CAD to NC Depot, 

record the traceable tracking number and date 

shipped on the Trouble Call Worksheet

– Include Case # assigned by CSU and equipment 

serial number 
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Ver 1.4.7.1

Troubleshooting CAD

 Stuck transactions

– When directed, CADs with stuck transactions 

are sent to Cogent Systems 

– Record the traceable tracking number and date 

ship on the Trouble Call Worksheet

– Include Case # assigned by CSU and equipment 

serial number 

– Sales Officer will retain a copy of the Trouble 

Call Worksheet with monthly report 
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Ver 1.4.7.1

Troubleshooting CAD

 Card Readers

– Proper cleaning of the card readers can significantly 

reduce the incidence of card readers failing to read a 

Navy Cash Card

 Shipboard Network or NC Server down for 

extended period

– Revert to accepting cash (if authorized by CO)

– Replace CAD with a dollar bill validator and/or turning 

on the coin changer
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Ver 1.4.7.1

Troubleshooting CAD

 Error Messages are displayed if :

– SD Card is not present

– CAD is disabled

– Vending Machine is out of stock

– System Error

– Examples:

» Out of Service-SD – no SD card in the CAD

 Insert SD card

» CAD Disabled – no communications between CAD 

and MDB interface
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Troubleshooting CAD

 CAD Diagnostic 

Screen

Provide tools that can 

be helpful in 

managing, diagnosing, 

and solving problems 

with the CAD
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Navy Cash Trouble Call Worksheet

 Navy Cash Trouble Call Worksheet

– Used in reporting hardware, software, 

communications, or operation

– Completed form lays out information 

DISBO/Deputy DO needs before contacting CSU

– Case number assigned by CSU and equipment 

serial number should be included with all returns
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Trouble Call Worksheet
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Central Support Unit (CSU)

 When on-site troubleshooting cannot remedy the 

issue, contact the Navy Cash CSU for further 

support:

– The Navy Cash CSU issues a case number when 

receiving a trouble call 

– The Navy Cash CSU determines the severity of the 

issue and the response necessary to assist

– The Navy Cash CSU will provide phone support, a tech 

visit or trainer visit if deemed necessary to fix the 

problem

– Ensure to utilize the Navy Cash Trouble Call 

Worksheet when contacting the Navy Cash CSU
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Ver 1.4.7.1

Central Support Unit (CSU)

 When contacting the Navy Cash CSU, 

always have:

– Precise description of the problem

– List of troubleshooting procedures that have 

been tried (i.e. power up/down server, switch 

nodes, cycle power on Kiosk or vending 

machines, etc.) and the results

 Note: The more specifics provided, the better the 

assistance that will be provided in troubleshooting and 

correcting the problem.
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Distance/On-site Support
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Distance/On-Site Support

 Tier 1 Support

– Provided by Navy Cash CSU, 24/7

» Answers calls and takes basic info about any technical problem

» Forwards trouble calls to Navy Cash Technical Support (NCTS) 

Team

» CSU assigns a case number, tracks problem

 Tier 2 Support

– Provided by Navy Cash Technical Support Team 

» Provides troubleshooting guidance to the fleet via phone and email

» Assisted by Navy Cash Depot
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Ver 1.4.7.1

Distance/On-site Support

 Tier 3 Support

– Onsite technical assistance

– Resolve Navy Cash-specific problems that 

cannot be resolved over the phone or e-mail

– Generally used when all other Distance Support 

troubleshooting efforts have been exhausted

– Provided by Treasury Agent NCTS and Navy 

Cash Depot
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Ver 1.4.7.1

Distance/On-site Support

 Critical Issues 

– CSU forwards issue to NCTS immediately

– Examples are:

» One server node is down and cannot transfer control to second 

node

» Cluster Administrator – NCP and NCService resources are 

offline

» All Navy Cash Kiosks are offline

» All devices are offline (POS, Kiosks, and CADS)

» Communication/no round-trip (i.e. 5 or more days) issues

» End of Month (EOM) issues (within last 4 days of month)

» SPO affecting multiple members 

» Any issue involving Admiral, CO, or XO
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Ver 1.4.7.1

Remote Access 

 GotoAssist 

– Browser-based service that enables NCTS (or NC 

Depot) to access and control the Navy Cash system 

remotely

– Allows NCTS (or NC Depot) to troubleshoot and 

resolve issues and provide technical support

» NCTS sends a secure e-mail to DISBO with a unique 

remote session key code and provide instructions

» DISBO must maintain an updated POC information on 

the Navy Cash Disbursing Website
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Ver 1.4.7.1

Remote Access

– Remote access support is limited to:

» critical issues

» system back-up failures

» security audits

» preparations for security inspections

» Note: For critical issues, it is recommended that 

DO calls CSU rather than sending an e-mail to 

ensure that case is escalated properly.
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Disbursing Contact Info

Ensure POC 

Information shows 

updated information

Navy Cash 

Disbursing Website

 Under Ships

 Contacts Tab
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Replacing Damaged/Lost 

Components
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Replacing Damaged/Lost 

Components

 Spare components are provided as a part of the 

NC installation. 

– Part for Part replacement policy (return the bad device 

before a replacement is sent)

 The Sales Officer is responsible for all CADs

 Disbursing is responsible for all IPA 280s

 Navy Cash Depot maintains replacement spares

– A DD Form 200 (Financial Liability Investigation of 

Property Loss) is required before replacing a lost device
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Shipping Equipment
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Shipping POS Device

 Packaging iPA-280 for shipment

– Shipping/Mailing iPA-280

» Remove rechargeable lithium-ion battery

» Imbedded lithium-metal back-up battery is installed in iPA-280

– Ship via traceable means (UPS, USPS, FedEx, etc)

– Treated as air shipments

– Include an Accompanying Lithium Battery Document
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Shipping POS Device
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Disposal of POS Batteries

 Disposal

– Dispose depleted batteries (or batteries that will no 

longer be used) locally following proper procedures

– Likewise, recalled, damaged, or defective batteries 

must be disposed following local procedures

» Do not mail or ship these batteries under any circumstance
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Software Maintenance 

Procedures
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Software Maintenance

 IAVA

– Information Assurance Vulnerability Management

– Important in maintaining security posture of Navy Cash 

system

– All known vulnerabilities must be patched effectively 

and in a timely manner

 Installation Alerts

– Provide an automated mechanism of applying software 

updates (includes IAV patches)

– Ideally, install patches at end of business day
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Ver 1.4.7.1

Software Maintenance 

 WSUS (Windows Server Update Services)

– Enable IAV and other software patches to be provided 

remotely and applied automatically

» Install bug fixes and any new functionality

 Anti-Virus Definitions

– Symantec (or McAfee) anti-virus Live Update solution 

on Navy Cash Severs, Laptops, and workstations

» Configured to automatically retrieve virus definitions on a 

daily basis directly from Symantec (or McAfee)

 Note: A patch should never be applied to the Navy Cash system 

without direct assistance of Treasury Agent NCTS or Engility. 
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Ver 1.4.7.1

Software Maintenance

 Navy Cash Laptops

– Digital Sender LAN drop is available:

» All spare laptops (including the Marine Disbursing laptop on 

LHA/LHDs) must be powered up and connected to the ship’s network 

permanently 

– Digital Sender LAN or dedicated LAN drop is not 

available:

» Disconnect workstation and connect laptop to network

» Laptop is powered up at least once each week for at least 48 hours

» Updates occur automatically, but some updates may require a reboot

– With regular updates, laptop will be ready if it is ever needed 

as a backup
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Ver 1.4.7.1

Casualty Procedures
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Ver 1.4.7.1

Casualty Procedures

 If off-ship communications go down, the 

NC system can run independently for 

several weeks

 Anyone with SPO will be credited by using 

the “Provisional Split Pay Option” under 

the Utility Function

 If the NC Server go down:

– Use IPA 280’s offline (provided operator is logged on)

– CADs will continue to work unless ship’s power is lost
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Ver 1.4.7.1

Casualty Procedures

 In a worse-case scenario, go back to using 

cash

– Disbursing Office still carries cash

– Replace CAD with the dollar bill validator 

and/or coin changer for each Vending Machine 

 When the system comes back online, the 

NC server onboard ship will be updated via 

shore communications.
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Ver 1.4.7.1

Casualty Reporting Procedures

 Casualty Report (CASREP)

– CASREP message is sent by ship for urgent 

maintenance problems beyond shipboard capabilities

» include NAVSUPSYSCOM MECHANICSBURG PA//41// for 

action or information, as appropriate

 Replacement parts necessary to enable correction 

of the CASREP are:

– shipped within 24 hours after acknowledgement of 

receipt of CASREP
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Ver 1.4.7.1

Summary 

– Ship is responsible for the initial efforts to 

troubleshoot, isolate, and correct problem

– If device fails, ship is responsible for installing 

a spare in its place

» Selected spares are available on board the ship to 

replace failed equipment

– In unable to repair, ship initiates a trouble call 

to Navy Cash CSU
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Ver 1.4.7.1

Summary

 Trouble Calls

– Ship is responsible for initiating a trouble call

– Navy Cash CSU assigns a case number and forward the call 

to a technician

– Support personnel cannot take action until a case number is 

assigned

 Navy Cash Depot

– Maintains replacement parts

– Normally, spare parts are shipped one business day following 

receipt of request

– Can expedite shipment the same day when emergency arises
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Questions
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Ver 1.4.7.1

DISBURSING UNIT 6 REVIEW

1. What are the two modes of operation for the IPA-280 POS Device?

2. What is the first step in troubleshooting an IPA-280 POS Device?

3. Where do you send CADs with stuck transactions?

4. What form is required before we can replace a lost Navy Cash 

Device?

5. Who is responsible for initial troubleshooting of the Navy Cash 

System?

6. Who is responsible for initiating Navy Cash trouble calls?