FAQs

UTC RETAIL is committed to providing superior and efficient support to our customers in the use of our hardware. Using the drop down box below, you can access FAQs that pertain to the individual UTC RETAIL products you have installed. If you cannot find the answer to your question under FAQs please contact us at techsupport@utcretail.com and we will be happy to help you.

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Keyboard error message displays when booting the 2800 series unit.

  • Check to see if the keyboard cable is properly connected to the keyboard and to the logic unit.
  • Make sure the keyboard cable is connected to the keyboard port on the logic unit, not the mouse port.


None of the devices have power when the main power toggle switch is turned on.

  • Check to see if the power cord is properly connected in the front of the logic unit and to the dedicated A/C outlet.
  • Check the fuse located in the power inlet.
  • Check the circuit breaker for the dedicated A/C outlet.


The pole display does not have power.

  • If the pole has an RS232 connector, make sure it is NOT plugged into the COM1 port, COM1 is not capable of supplying power. COM ports 2-6 provide +5VDC on Pin 9.
  • Is the green power LED on? If not press the ATX power switch that is located to the left of the hard drive bay.


The printer does not have power.

  • Make sure the main power switch located in the front of the logic module is turned on.
  • Make sure that the printer power switch is in the ON position.
  • Check to see if the printer power cable is properly connected to the printer and to the logic unit.

The printer has power but the system does not boot.

  • Is the green power LED on? If not, press the ATX power switch that is located to the left of the hard drive bay.


There is no image on the LCD monitor.

  • Make sure that the LCD monitor power is ON.
  • Check to see if the monitor power cable is properly connected to the monitor and to the logic unit.
  • Check to see if the SVGA cable is properly connected to the monitor and to the logic unit.


Why can't I seem to communicate with COM 3 or COM 4 on my 2800 Series POS system?

  • If you have changed any settings that relate to COM 3 or COM 4, it may affect the functionality of these ports. If you return the settings to the original configuration and you are still having problems please contact techsupport@utcretail.com.
  • If you have reloaded or changed the Windows operating system, Windows will default the COM port on the PCI serial expansion card to COM 3. This then causes the COM 3 port on the 2800 to be mapped as COM 4, so the physical Windows/hardware mapping would then be:
  • COM 3 in Windows is actually COM 4 on the logic module
  • COM 4 in Windows is actually COM 3 on the logic module
  • You can easily reverse this by going into the device manager properties for each of these ports and then manually change the port assignment in Windows to match the hardware.


Why doesn't the number pad section on my M700 seem to function?

  • What typically happens in this case is Windows will remember the last state of the keyboard when booting up. If "Num Lock" was not enabled the last time the unit was powered up it will appear that the number pad on the M700 is not functional.
    There are two ways to fix this:
  • You can simply hook up a standard PC keyboard to the 2800 and cycle the "Num Lock" key until the LED comes on. When the LED turns on, you can shut down the unit, remove the PC keyboard, and re-connect the M700 series keyboard. Power up and you should have restored your number pad functionality.
  • The second solution is to use the Ultimate Technology ULAP application. This software allows you to program any key to do any function on your M700 series keyboard. With a standard PC keyboard in place you can copy the "Num Lock" function and program it onto your M700 series keyboard. You can download this utility here.


 

 


What do I do when my cash drawer does not open?

  • Has the drawer been locked? Get the appropriate key and make sure the lock cylinder is in the correct position.
  • Is there any physical damage or anything causing the drawer to bind during operation? If so, try to correct and or remove the obstruction.
  • Make sure the cash drawer cables are plugged in correctly, and that you have the correct drawer and cabling for your application.
  • If you are firing/opening the drawer through a UTC 500 or 600 series keyboard make sure you set the "Printer" selection jumpers to the correct position. Refer to the manual for correct jumper settings.
     


How can I change the settings of my pole display?

  • You can refer to your manual for details on how to change the settings of your pole display, or download the manual here.

How can I test my pole display?

  • Experienced users can use "Hyperterminal" which is found on most Windows based PC's. Using the correct settings, establish a connection to the port your pole is connected to and see if you can display text.
  •  Experienced users can also copy a text file to the Com port that the pole is hooked up to in DOS. Either make, or use an existing .TXT file and copy it to the port at the command prompt. Example of the command would be: C:\ COPY space (File Name).TXT space COM1: If the correct port is selected and the baud rate is correct the text in that file should appear on the display.


I have a new PD1200-4xxx USB display and the driver doesn't work, what can I do?

  • Drivers are available for PD1200 USB customer displays that will create a virtual COM port interface to the display. Newer PD1200-4xxx series displays require the 11646 driver for Windows 2000/XP, the 11654001 driver for Linux (2.4 kernels) and the 11654002 driver for Linux (2.6 kernels). The PD1200-2xxx series displays will also work with the 11646 driver for Windows 2000/XP, but require the 11498 driver for Linux (v2.4) or the 11498001 driver for Linux (v2.6).
  • All pole display drivers are located on the drivers page.


My pole display has strange characters appearing on the display.

  • Stand Alone Pole 
Make sure that your pole display baud rate matches that of the port on your PC / logic device. (Download the manual to understand how to change pole settings)
  • Pass Thru Pole 
Make sure that your pole display baud rate matches that of the port on your PC / logic device and the printer. (Download the manual to understand how to change pole settings)
  • Once you have an understanding of the pole display settings make sure that your software application matches them.


There is no text being displayed on the pole display.

  • When you plug in the power the pole should display "Ultimate Technology" with a rom version. If it does not display this info then the power supply may be faulty or the pole may have been damaged. You can try another power supply (refer to the next step) to validate if the problem lies in the power supply or the pole.
     
  • Are you using the correct power supply for the pole that you have?
  •     1.    PD220 series 7V AC
  •     2.    PD1100 series 9V DC
  •     3.    PD1200 series 5V DC
     
  • Is the pole plugged into the correct port for your application to recognize it, and are the settings correct for that port? (IE: COM 1 - 9600 baud)

 
Where can I find a manual for my pole display?

  • If you don't have a "Hard Copy" of the original owners manual you can download one here.

 
Where can I find drivers for my pole display?

 

How do I program keys on my 500, 600, 700 series keyboard?

  • All of the above mentioned keyboards can be programmed using the ULAP (UTC RETAIL Layout And Programming utility) found on the drivers page.
  • The 500 and 600 series can also be programmed locally via the programmer's card. This is detailed in the users manual for each keyboard.
  • The 700 series cannot be locally programmed. 

What scanner can I use with my keyboard?

  • You can use any RS-232 scanner with the keyboard. There is power on pin 9 of the keyboard serial scanner port, 5V@200Ma max. If your scanner cable does not have power input on this pin, you will need to use an external power supply, make sure to never plug the scanner into the keyboard while the keyboard is powered on.

When I program a key it doesn't stay programmed.

  • If your keyboard is a 500 or 600 series, there is an internal battery that stores the keyboard programming. The battery has a life expectancy of approximately 5 years. You can verify a good battery by programming some keys, re-powering the keyboard and testing the programmed keys, if they did not hold, it is likely the battery is faulty.
  • The 700 series keyboard is programmed via flash, therefore it does not contain an internal battery, all programming and setup is done with the ULAP utility.
  • All keyboards: You can also try programming a different key location to see if the issue you are experiencing is global or just limited to the specific key location that you are trying to program.

Where can I find a manual for my keyboard?

  • If you don't have a "Hard Copy" of the original owners manual you can download one here.

Where can I locate drivers for my keyboard?

  • All available keyboard drivers are located on the drivers page.

Why doesn't the number pad section on my M700 seem to function?

  • What typically happens in this case is Windows will remember the last state of the keyboard when booting up. If "Num Lock" was not enabled the last time the unit was powered up it will appear that the number pad on the M700 is not functional. There are two ways to fix this:
  • You can simply hook up a standard PC keyboard to the 2800 and cycle the "Num Lock" key until the LED comes on. When the LED turns on, you can shut down the unit, remove the PC keyboard, and re-connect the M700 series keyboard. Power up and you should have restored your number pad functionality.
  • The second solution is to use the UTC RETAIL ULAP application. This software allows you to program any key to do any function on your M700 series keyboard. With a standard PC keyboard in place you can copy the "Num Lock" function and program it onto your M700 series keyboard. You can download this utility here.

 

 


My printer is making a loud noise, and the printhead is not printing or moving.

  • Make sure that all shipping retainers have been removed. These retainers are designed to stabilize various components during shipping, but should be removed before operation.
  • Look to see if the "Carriage" assembly is secure. Is the ink cartridge "Snapped" all the way on? Does it appear that the assembly is loose? All of these things can contribute to printer failures.

Why does my serial printer print odd looking characters?

  • Typically this is due to a baud rate mismatch. Make sure that the port baud rate matches that of the printer. If you also have a "Pass Thru" pole display hooked up to the same port as the printer you will have to make sure that the settings are correct for that device as well as the printer and the com port.
  • Your software application may not have the correct settings for the printer that you are using. Make sure that the application you are using has the correct baud rate and printer type selected.

Why is my printer not feeding the paper properly?

  • Check to see if the paper roll is free and able to "Spin" as the motor tries to pull it through.
  • Verify that the printer is off-line so that you can use the feed button.

Why is my printer printing light (low contrast)?

  • It may be necessary to do a "Printhead" adjustment. Refer to the OEM manual for your printer to see if there are any user adjustments.
  • If you are using a thermal printer sometimes a "fresh" roll of paper will cure the problem. Thermal paper is light sensitive and may have been degraded during storage.
  • Some thermal printers also have a setting that can be changed for different print intensities. Refer to your printers OEM manual for details on how to change this.


Why doesn't my scanner power on?

  • Check to make sure that the scanner cable is securely plugged in at both the scanner and host ends.
  • If you are powering the scanner with an external power supply, check to make sure the power cable is seated securely.
  • If your scanner cable requires power from a serial port make sure are plugged into a powered serial port on your logic module.
  • If you are using a USB scanner, make sure that the power requirements of the scanner do not exceed that of the port.


Why doesn't the data I scan appear on the screen?

  • Make sure the data cable is secured at both ends, and connected to the correct port for your application.
  • If you are using a serial scanner connected to an Ultimate Technology 500, 600, or 700 series keyboard, you need to program a "Carriage Return" as a suffix, refer to the OEM manual for the scanner on how to do this. Also be sure that the scanner is set up to send the suffix after reading the barcode.
  • Make sure the software application you are using doesn't have specific setup requirements for scanned data. You will need to check with your software provider for these requirements and program your scanner accordingly.
  • Make sure the baud rate of your serial scanner matches the port it is connected to.
     


Where can I find my MAC address?

  • There should be two labels located on the case that tell you the specific address for your UltimaNet logic box.

Why doesn't my UltimaNet boot to my network?

  • Have any bios settings changed in your configuration? If so, you may want to check to see if the boot sequence includes LAN.
  • Is there network activity on your LAN card? This is visible by the TX and RX LED's found on the network card.
  • Check to make sure your network cable is plugged in securely at both ends.

Why doesn't the UltimaNet boot up?

  • Press the ATX power switch on the front of the unit, and the unit should begin the boot process.
  • Is the LED above the ATX power switch on?
  • Check to make sure the power cable is seated securely.
     


How do I enable USB support on my UltimaTouch?


A) Advanced users can change the bios settings to enable USB functionality. The purpose of the following settings are to free up IRQ's to handle any USB devices that you may want to use. These settings can be found in Integrated Peripherals and the setting for "USB controller" needs to be: "Enabled". Next, to free up the interrupt you will have to change the "Internal PCI/IDE" to "Secondary". Once this is done you will need to go to the "PCI Configuration Setup" and change the "PnP BIOS Auto-Config" to "Enabled". When these changes have been made in the Bios make sure you "save and exit".

B) You should see new hardware found upon reboot. You can validate that your USB is there by checking the device manager.


I can't find my software product key -or- I can't enter it.

A) The product key sticker is located on the back bezel of the unit.



B) Make sure the numbers you are entering are the labeled as the "Product Key" or "License Number"


Where can I find a manual for my UltimaTouch?

A) If you don't have a "Hard Copy" of the original owners manual you can download one from www.ultimatetechnology.com



Where can I locate drivers for my UltimaTouch?

A) If the original Operating System Image is on there you can find the drivers to UTC product on the C:\ drive in the "Drivers" folder.

B) If the folder is not present you can go to the drivers page for all released drivers.


Why doesn't my MSR work any more?


A) Does your Magnetic stripe face "Out" as you swipe the card?

B) To test that the hardware is working properly do the following:


In keyboard mode:
Open "Notepad" and swipe your card does the text appear in the window? If it does, then your MSR hardware is working properly and you may want to contact software provider.


In OPOS mode:
You can use the "test" found in the start menu. Click START/PROGRAMS/UTC MSR OPOS TEST. Once in here you can check the functionality of the MSR in OPOS mode. Click "Open Claim" swipe your card, then click "Data Event" and all information on the card should appear in the fields to the right of the window.



C) Do you have the MSR in the correct mode (Keyboard data, or OPOS mode) for your application? To make this selection you can go to the "Control Panel". START/SETTINGS/CONTROL PANEL/UTC MSR once in here you can place a "Check" in the OPOS box if that is the mode you wish to use. If you need the MSR to be in keyboard mode you will need to leave the OPOS box un-checked. If you make changes be sure to reboot.


D) You can also check for a "Conflict" on LPT 2 in the device manager. To do this you can use the following path:
Win 98: START/SETTINGS/CONTROL PANEL/SYSTEM now click on the "Device Manager" tab, and click on the "Ports" Icon. Try to resolve any hardware conflicts that you might find. If it is not there at all you should re-install the port.



E) While in the "Device Manager" you can check the resources the MSR driver is using. To do this you can click the UTC Icon in the device manager and go to the "Resources" tab. In here you should see the "Input/Output" range should be 0278-027F and the Interrupt Request is "5". If they don't match you should call UTC technical support.

F) Advanced users can check the bios settings for the LPT2. These settings can be found in Integrated Peripherals and the settings for "Onboard Parallel Port 2" should be:278 IRQ-5, and the mode has to be "EPP and EPP 1.7". Make sure to "save and exit" if you make any changes to Bios settings.



G) Did you remove the static IP address for TCPIP? The unit will need a static IP address removing it will result in an MSR failure.


Why doesn't my touch screen function?

A) Check to see if the settings are correct within the touch software. The path to do this is: START/PROGRAMS/UPDD/SETTINGS once you get here click on the "Hardware" tab. The settings should read: Port: COM 4 Address: 2E8 Irq: 10 if it is not refer to "C".



B) You can also check for a "Conflict" on COM4 in the device manager. To do this you can use the following path:
Win 98: START/SETTINGS/CONTROL PANEL/SYSTEM now click on the "Device Manager" tab, and click on the "Ports" Icon. Try to resolve any hardware conflicts that you might find for COM4. If the port is not there at all you should re-install the port.
Win 2K, Win XP: When looking at these 2 operating systems you will find an "Error" with COM4, this is normal. Use this exercise to validate that you have a COM 4 in you device manager. If no port is present then you will need to reinstall it. If the port is there and the settings are wrong refer to "C".



C) Advanced users can check to see if the bios settings are correct for COM4. The port settings are located in "Integrated Peripherals" and should be: 2E8, IRQ-10