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HORIZON
Help & Basic Maintenance
Horizon System
TRAINING
WORKBOOK 8
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© KnowledgePool Limited (1999/2000)
Copyright Notice:
All rights reserved. No part of this document may be reproduced or utilised, in any form or
by any means, electronic or mechanical, including photocopying, recording or by any
information storage and retrieval system, without the prior written permission of
KnowledgePool Limited.
This publication is for training purposes only. It should not be regarded as a full specification
of products or services of KnowledgePoo! Limited. KnowledgePoo! Limited makes every
endeavour to ensure the accuracy of this document but does not accept liability for any errors
or omissions.
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The Horizon Training Manual is made up of the following 10 Workbooks:
Workbook 1 _sIntroduction to the Horizon System
Workbook 2. ~EPOSS 1 Electronic Point Of Sale Service
Workbook 3. EPOSS 2 Electronic Point Of Sale Service
Workbook 4 ~EPOSS 3 Scales
Workbook 5 OBCS Order Book Control Service
Workbook 6 APS Automated Payment Service
Workbook 7 —_—‘ Functions
Workbook 8 _—_— Help & Basic Maintenance
Workbook 9 = Office Administration
Workbook 10 Balancing using the Horizon System
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HORIZON SYSTEM
ELP & BASIC MAINTENANCE
HORIZON SYSTEM
CONTENTS
Help & Basic Maintenance: Objectives & Introduction ................ re)
Section 1
Horizon system Help: Introduction
Help oo. cnet eee eee eee
Horizon system contingencies .. . . : : ‘
Horizon System Helpdesk .. 2... 0.6. eee eee eee
Horizon system basic maintenance
Horizon system Shutdown/Restart
Section 2
Consumables: Introduction .. 0.0.0.0... cece beeen 15
Ordering consumables ...... 6... eee eee 17
Installing consumables:
Counter printer ribbon cassette ............. Veen cee eee eneees
Counter printer paper roll... .
Aé4 report printer (OKI 8P) - loading paper see : :
A4 report printer (OKI 8P) - replacing the toner cartridge .......... 22.23
A4 report printer (OKI 8P).- replacing the image drum cartridge pene 26
Activity Sheet 1 Workbook 8 0.000060. ett -. 29
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HORIZON SYSTEM
P & BASIC MAINTENANCE
HORIZON SYSTEM
OBJECTIVES & INTRODUCTION
Objectives:
By the end of this Workbook you will be able to:
1. Access the Help functions.available.
2. Follow the-correct procedures in the event of system or component failures.
3. Install consumables for the Horizon system.
Introduction:
This Workbook covers Help and Basic Maintenance and is divided into two. sections. Section I
describes where Help can be obtained and describes the maintenance that you can-carry out in
the post office. Section 2 describes how to install the Horizon.system consumables.
At the end of each Workbook in the series there is an activity sheet which allows you to
confirm your understanding of the information in the Workbook. If you aré-not sure of the
answer to a question simply re-read the relevant section of the Workbook and try again.
The Workbooks do not cover every possible.transaction which you can perform on the Horizon
system. If you need further help, or if a specific example is not covered you should consult the
Horizon System User Guide.
Note:
The Workbooks provide values against a number of products and services that are correct
at the time of going to press. This information is subject to change and you should refer
to the appropriate PON transaction documentation for up to date price information.
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HORIZON SYSTEM
SECTION I - HORIZON SYSTEM HELP
INTRODUCTION
Introduction:
This section describes the.actions and procedures‘available to obtain Help on the Horizon
system. It also covers the procedures to follow in the event of system or component
failures.
Maintenance will normally be carried out by qualified service engineers. However, you can
carry out some basic maintenance tasks, and these tasks.are explained in this section.
UNDER NO CIR: ARE USERS TO PERFORM ANY
MAINTENANCE THER THAN THE DESCRIBED IN T!
WORKBOOK. IF IN DOUBT, CONTACT THE HORIZON SYSTEM HELPDESK.
The Workbooks do not cover every possible transaction which you can perform on the Horizon
system. If you need further help, or if'a specific example is not covered you should consult the
Horizon System User Guide.
Horizon System Helpdesk
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Section 1: Help Issue: 1.0
Occasionally, things may go wrong with the Horizon system, or you may need help with a
particular process or procedure. This section explains the Help functions available. If a
failure occurs on any part of the Horizon system, you must telephone the Horizon System
Helpdesk on [
1. The Info Icon.
You have already used this function on the Horizon system. The Info icon is
always available. To obtain further information about a particular icon, Touch
the Info icon, or Press HELP and immediately Touch the icon, or Press the
relevant Function or Command key on the keyboard. The yellow speech bubble {iii
that appears will give you an on screen description of the icon, and it will ’
indicate if there is a submenu associated with it.
2. The Quick Reference Cards
These have been produced as a ready source of reference for you. They provide step by step
instructions for the most commonly used functions. The information on each set of cards is
grouped for ease of use.
3. The Horizon System User Guide
In the Horizon System User Guide you will find all the transactions and their related
procedures.
4. The Horizon System Helpdesk (HSH)
A telephone Help Desk has been set up to assist with any queries or
problems. The HSH is the single point of contact for all Horizon system
enquiries.
Note:
The number for the Horizon System Helpdesk i:
5. The Network Business Support Centre (NBSC)
A PON telephone Help Desk. ), the NBSC should be contacted for any business
issues relating to the Horizon system operation.
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Section 1: Horizon system contingencies Dates 24/07/00
ssue: 1.0
If you have a failure of the complete system or one of its components, these are the procedures
to adopt.
1. Power Failure
The most likely cause of a complete system failure is a loss of power for one reason or another.
Telephone the Horizon System Helpdesk as soon as possible. You must continue transactions
and account for them:manually. When the power is restored and the system is functional again,
it will be possible to enter the manually performed transactions as’a batch. Follow the
procedure in the-Horizon System User Guide.
2. Monitor/Touch Screen Failure
If the monitor fails, call the. Horizon System Helpdesk.
If the touch. screen facility fails, you can use the keyboard to process transactions. Call the
Horizon System Helpdesk.
3. Magnetic Swipe Card Reader Failure
If the magnetic swipe card reader fails, you can enter details of your transactions manually.
Call the Horizon System Helpdesk.
4. Smart Card Reader Failure
If the smart card reader fails, call the Horizon System Helpdesk.
5. Keyboard Failure
If any part of the keyboard fails, you can use the touch screen facility to continue processing
transactions. Call the Horizon System Helpdesk.
6. Bar-code Reader Failure
If the bar-code reader fails, you can use the keyboard or touch screen to enter the bar-code
identifier manually. Call the Horizon System Helpdesk.
7. Scales Failure
If the connection between the scales and the Horizon system fails, you can enter the weight of
the mail item manually.
Note:
It is not the responsibility of ICL Pathway, or the.Horizon System Helpdesk, to maintain
or diagnose faults with the electronic.scales.
8. Counter (or A4 report) Printer Failure
If the counter (or A4 report) printer fails, details of the-report required can be previewed on
screen, and a report produced manually. Call the Horizon System Helpdesk.
9. Multiple Equipment Failure
In the event of multiple equipment failure, eg keyboard and touch screen failure, call the
Horizon System. Helpdesk.
Horizon System.Helpdesk
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Section 1: Horizon system basic maintenance Pate: 2407
1. The Processor
DO NOT SWITCH OFF THE PROCESSOR, it
must remain switched on 24 hours a day, 365 days a
year. It should only be switched off in the event of an
emergency in the office or when you are instructed to
do so by the Horizon System Helpdesk (refer to page
13 of this Workbook).
Do keep the outside clean. Wipe the casing with a dry
cloth.
Do not remove any connections or attach anything
to the system.
Do not pile other items around the processor or block
the air vents, as it needs to be well ventilated to operate
effectively.
Do not move the processor, as this may cause damage.
Do not allow the processor to become damp or wet.
2. The Keyboard
Do make sure the magnetic swipe card reader is free
from obstruction.
Do make sure the smart card reader is free from
obstruction.
If you suspect a foreign object has fallen into the Smart Bad
Card Reader, contact the Horizon System Helpdesk Bike
Do not place food or drinks near to the keyboard.
Do keep the keyboard clean and free from dust, using
screen wipes.
Paper
3. The Counter Printer f J Roll Ribbon
Do keep a spare supply of ribbons and paper for the printer. , Cassette
Do only use authorised materials for printing.
Do switch off the printer when not in use for long periods,
eg overnight.
If the paper looks dirty after printing, Remove the Paper Roll and Ribbon Cassette from the
printer (refer to Pages 18 - 21 of this Workbook). Apply a small amount of anti-static cleaner to
a clean, lint-free cloth. Wipe across the visible area of the large rubber roller. Dry the roller
with a second dry lint-free cloth. Press the FEED button to advance the roller to an uncleaned
portion and Repeat the process until the whole roller has been cleaned. Replace the Paper Roll
and Ribbon Cassette.
System Helpdesk
GRO H
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4. The Monitor
Do switch off the monitor before cleaning.
Do switch off the monitor when not in use for long periods.
Do wipe the monitor at regular periods with an anti-static cleaner
and lint-free cloth.
5. Bar-code Reader
Do clean the scan window with an anti-static cleaner and lint-free
cloth.
6. A4 Report Printer - OKI 8P Page Printer
Do switch off and unplug the printer before cleaning.
Use only a damp cloth; do not use liquid or aerosol cleaners.
To protect your printer from overheating, make sure all openings
on the printer are not blocked.
Do not use your printer near water, or spill liquid of any kind into
it.
Lifting the top cover exposes hot surfaces. These are clearly
labelled. Do NOT touch them.
Do not poke anything into the ventilation slots on the printer; you
could get a shock or cause a fire.
It is recommended that the printer be switched off prior to
opening or removing covers.
Horizon System Helpdesk
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Section 1: Horizon System Helpdesk Issue: 1.0
The Horizon System Helpdesk is available to offer advice, guidance and help to Post Office
counter staff about the use of the Horizon system. The Helpdesk staff have access to counter
procedures and reference systems and are trained in the use of the Horizon system.
Note:
Should Post Office counter staff have difficulty in using the Horizon system or the
training documentation (Workbooks or Quick Reference Guides), they should contact the
Horizon System Helpdesk. For problems with the Horizon System User Guide or the
Balancing with Horizon document, you should contact the Network Business Support
Centre.
The service hours of the Horizon System Helpdesk are:
Out of hours. service 0500 - 0800 Monday to Saturday
Full service 0800 - 2000 Monday to Saturday
Out of hours service 2000 - 2400 Monday to Saturday
Out of hours:service 0700 - 2200 Sunday
Note:
The full service is NOT provided on English/Welsh Bank Holidays. During these periods,
a Sunday service is provided.
During these hours, calls will be handled by ICL Pathway. When call volumes are high, a
voicemail message may be relayed.
When the Horizon System Helpdesk is contacted, the’ Helpdesk operator will.ask several
questions in order to verify your identity and to ascertain the nature of the problem.: These will :
include: . “
- Your name
- Your post office. FAD code
- Your telephone number
- Details of the problem.
Note:
BEFORE calling the Helpdesk, you should gather as much information as possible about
the problem, to enable the Helpdesk operator to swiftly diagnose the nature of the problem.
You MUST have a copy of the Horizon System User Guide to hand when contacting the
Horizon System Helpdesk, as it may be referred to during the call.
Horizo:
System Helpdesk
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Section 1: Horizon System Helpdesk, continued
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Issue: 1.0
When logging calls requiring further investigation the following additional information is
required:
- The type of transaction which. requires investigation (APS, Girobank, P & A).
- The nature of the discrepancy, e.g. APS transaction not appearing on report.
- Transaction time, reference/session number, transaction amount which requirés
investigating and Utility if applicable - as much detail about the transaction as possible.
- The Username of the person.who processed the transaction.
- The counter position on which the transaction was processed.
- The stock unit in which the transaction took place, and whether it is a Shared.or
Individual Stock Unit.
The operator will attempt to resolve or diagnose the problem during this initial telephone call.
The information will be recorded onto a Helpdesk system and allocated.a unique call reference
number. Once-the problem has been diagnosed, the operator will give you the call reference
number and what action to expect next. This call reference number should be recorded and
quoted if you need to ring the Helpdesk about this problem again.
If your query or problem is not resolved during the initial telephone call, the Helpdesk will
advise you of the date and time by which you will next be contacted. This contact will take the
form of either: a site visit by an engineer, or a telephone call from someone in the ICL Pathway
support chain.
Horizon System Helpdesk
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HORIZON SYSTEM
SECTION 2 - CONSUMABLES
INTRODUCTION
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Introduction:
the Horizon system printers.
This section describes the actions and procedures necessary to order and install consumables on
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Section 1: Horizon system Shutdown/Restart Pate 7M
The Horizon system MUST remain switched on 24 hours a day, 365 days a year. However you
may be asked to shutdown or restart the Horizon system in the event of an emergency in the
office or when you are instructed to do so by the Horizon System Helpdesk.
In these examples only, you should follow the instructions below:
1. You must first Logout of the Horizon system (as described in Workbook 1).
Nv
Touch the screen, or Press ENTER on the keyboard.
3. Read and acknowledge the Agreement screen by Touching the OK green tick icon, or by
Pressing ENTER on the keyboard.
The Enter name screen is displayed. At
this point you would usually enter your
username as part of the logon process.
However, in the top right hand corner of
the screen there is an Off icon. This
icon can be used to shutdown or restart
the Horizon system in the event of an
emergency in the office or when you are
instructed to do so by the Horizon
System Helpdesk.
the keyboard.
The Shutdown Computer screen is
displayed. The system prompts you to
select whether the Horizon system is to
be shutdown or restarted.
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Section 1: Horizon system shutdown/restart, continued Pate: wos
The Shutdown icon should only be used if power to the system is required to
be removed e.g. in a flood or when instructed to do so by the Horizon System
Helpdesk.
The Restart icon should only be used when you have been instructed to do so
by the Horizon System Helpdesk.
Note:
In both cases the Post Office Logon (POLO) procedure will need to be carried out when
the Horizon service is resumed, refer to Workbook 9 for the POLO procedure.
5. Select the Shutdown (ENTER) or Restart (F1) option as required.
The system will then display the following message ‘Are you authorised to perform this
function?’ If you have been authorised to shutdown the system (by the Horizon System
Helpdesk) you would touch the OK green tick icon (ENTER). If you have not been authorised,
you should touch the Cancel red cross icon (F1), the system will then returns to the Enter name
screen.
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. 5 Date: 24/07/00
Section 2: Ordering consumables I
issue: 1.0
Consumables delivered with the Horizon system:
Per Counter Position:
- 3-single ply tally rolls, for use with the counter printer.
- I counter printer ribbon. The counter printer will also have a ribbon pre-installed when
delivered.
Per Outlet:
- 1 pack of A4 size paper (500 sheets) for use with the A4 report printer.
- The required consumables for the A4 report printer, the toner and image drum cartridges
will be pre-installed on delivery.
Further supplies of Horizon consumables can be obtained as follows:
1. Complete an order form in the Horizon Consumables Order Pack, indicating your
requirements.
2. Post the top copy of the order form direct to the supplier Dataform, using the label
provided.
3. Retain the bottom copy of the form to check the goods on receipt.
The order will normally be delivered within 5 working days of posting the ordér form.
If the order is not received within 7 working days, contact Dataform direct on:
Quote your order number shown on.the top right-hand corner of the order form.
Emergency orders
Emergency orders can be delivered within 24 hours. They can be placed by telephoning
Dataform on:
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Section 2: Installing consumables: counter printer ribbon cassette Date: 24
Installing or changing the counter printer ribbon cassette:
Follow the instructions carefully and do not force the cassette into place.
You need to change the counter printer ribbon cassette when print quality deteriorates. Change
the ribbon cassette as follows:
Step 1.
Switch off the printer and open the Cassette Cover (front). If a used ribbon cassette is to be
removed, grasp both sides of the Cassette, lift and rock the Cassette back and forth. Do not
pull the Cassette straight up.
Note:
Caution - the Printhead may be hot!
Mylar Guide
Step 2.
Holding the Cassette with the Mylar Guide
facing away from you, insert the Front of the
Cassette into the Carriage. It is important to
fit the front edge of the Cassette into the
Carriage first. Do not place the Cassette flat
on the carriage.
Cassene
iy
Printhead
ront
Step 3.
Rock the Ribbon Cassette forward, towards
the Printhead and then press down on it until
the Tabs on the Ribbon Cassette snap into the
Ribbon the Clamps.
7 Cassetle
Clamp
Carriage
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Section 2: Installing consumables: counter printer ribbon Pate:
cassette, continued
Step 4.
Tighten the ribbon by turning the Knob on
the Cassette clockwise.
Step 5.
Close the Cassette Cover.
Step 6.
Switch on the printer back.
Note:
The old Ribbon Cassette can be disposed of locally using the new cassette’s wrapping and
box.
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Section 2: Installing consumables: counter printer paper roll Dates 2407/00
Loading and removing the counter printer paper roll:
Change the paper when the READY light flashes orange and green. This indicates that the
paper supply is low. If no action is taken the printer will stop. The paper must be changed
before the printer will resume operating.
Load paper as follows:
Paper
Cover
Step L.
Open the Paper Cover (rear). If the paper is
to be changed, remove the used roll by
pressing the FEED and RESUME buttons at
the same time. This removes unused paper
from the printer safely.
Do not pull on the paper to remove unused
paper from the printer.
Step 2.
Tear off a clean edge on the new roll and fold
the paper straight. This makes it easier to
load the paper.
Step 3.
Place the roll in the printer so the paper
unwinds from the bottom towards the front.
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Section 2: Installing consumables: counter printer paper Date: 24m
roll, continued
Step 4.
Slide the edge of the paper over the small
roller (Receipt Roller) and into the gap
between the small roller and the large rubber
roller.
Receipt
Step 5.
Turn on the printer, if it is not already on, and
press and hold the FEED button.
Step 6.
With slight downward pressure, the receipt
paper will feed through the printer and out.
Continue until 12 inches of paper have fed
through, and then release the FEED button.
Step 7.
Thread the receipt paper through the slot in the top cover (rear), close the paper cover, and tear
off any excess receipt paper.
Note:
If at any time the paper does not feed, repeat Steps 1 - 7. If this doesn’t work, remove the
paper roll and start again.
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Section 2: Installing consumables: A4 report printer oa eae 10
(OKI 8P) - loading paper
The paper feeder handles up to 100 sheets of paper. To load paper:
Step 1.
Set the left paper guide to the marker for the
required paper size and move the right guide
to a position slightly wider than the paper
width.
Step 2.
Fan the stack of paper, then tap it on a flat
surface to even the edges. Insert the paper so
that it is up against the left paper guide and
check that it is not skewed.
Left paper guide Right paper guide
Step 3.
Adjust the right paper guide to fit against the
edge of the paper. Do not move the left guide
again as this may cause the paper to skew as
it is fed in.
Step 4,
Lift the paper out of the tray again slightly
(about I cm) and re-insert it gently, allowing
it to drop under its own weight - do not force
it down.
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Section 2: Installing consumables: A4 report printer Dates 2a “
(OKI 8P) - replacing the toner cartridge
On average the first toner cartridge will produce between 500 and 700 sheets. Thereafter the
cartridge should produce approximately 1500 sheets per cartridge.
The toner cartridge should be replaced when the TONER LOW LED blinks slowly. (The LED
is the left-hand LED when looking at the front of the printer). You can continue printing using
the toner in the printer reservoir. However, you should replace the toner cartridge as soon as
possible to maintain print quality and avoid possible damage to the imaging system.
Note:
The LED described above is a common LED for both Toner and Drum error conditions.
As the toner is used up more frequently than the drum, it is always prudent to check the
toner FIRST (unless it has just been changed), and if the error condition persists (the
LED continues to blink slowly) then change the drum, refer to the procedure on Pages
26 - 27 of this Workbook.
To replace the toner cartridge:
Step 1.
Open the cover by pushing up (gently) on the
tab indicated left.
Note:
Opening the cover exposes hot surfaces
which are clearly labelled. Do NOT touch
them.
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Section 2: Installing consumables: A4 report printer Dates 24/a7
(OKI 8P) - replacing the toner cartridge, continued
Step 2.
Push the lock lever forward (1).
Step 3.
Lift out the used toner cartridge (2). Dispose
of the used toner cartridge locally, using the
new toner cartridge’s wrapping.
Step 4.
Shake the new toner cartridge gently to
distribute toner evenly.
Step S.
Unwrap the new cartridge.
Step 6.
Remove the tape from the new toner
cartridge.
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Section 2: Installing consumables: A4 report printer Date: 247
(OKI 8P) - replacing the toner cartridge, continued —_
Step 7.
Insert the new toner cartridge by inserting the
left-hand end into the housing (1) and
pushing the right-hand end into position (2).
Step 8.
Push the lock lever back to lock the cartridge
in place.
Step 9.
Close the printer cover.
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Section 2: Installing consumables: A4 report printer
(OKI 8P) - replacing the image drum cartridge
Date: 24/07/00
Issue: 1.0
On average the image drum cartridge should last about 10,000 sheets.
As the image drum approaches the end of its life the CHANGE DRUM LED blinks slowly.
(The LED is the left-hand LED when looking at the front of the printer. At this point you
should ensure that you have a new drum on hand. The old drum should be replaced as soon as
print quality becomes faint or starts to deteriorate.
The image drum is a delicate unit and care should be taken not to damage it. It is therefore
necessary to follow the guidelines listed below:
- Do NOT touch the green drum surface.
- Do NOT set the cartridge down on anything that might scratch the surface of the drum.
- Do NOT expose the drum to direct sunlight and do not expose it to room light for more
than 5 minutes. Leave it in the package until you are ready to install it into the printer.
Note:
The LED described above is a common LED for both Toner and Drum error conditions.
As the toner is used up more frequently than the drum, it is always prudent to check the
toner FIRST (unless it has just been changed), and if the error condition persists (the
LED continues to blink stowly) then change the drum, the toner change procedure is
described on Pages 23 - 25 of this Workbook.
To replace the image drum cartridge:
Step 1.
Open the cover by pushing up (gently) on the
tab indicated left.
Note:
Opening the cover exposes hot surfaces
which are clearly labelled. Do NOT touch
them.
© KnowledgePool Ltd. (1999/2000) WORKBOOK 8
Page 26
FUJ00117722
FUJ00117722
HORIZON SYSTEM Help & Basic Maintenance Ref: PATH/42/009/01
Section 2: Installing consumables: A4 report printer
Date: 24/07/00
Issue: 1.0
(OKI 8P) - replacing the image drum cartridge, continued
Step 2.
Remove the used image drum cartridge.
Step 3.
Unwrap the new image drum cartridge and
remove the protective sheet. Dispose of the
used image drum locally, using the new
drum’s wrapping.
Step 4.
Insert the new image drum cartridge.
Step 5.
Remove the protective plastic cover from the
toner well in the image drum unit.
Note:
The image drum cartridge is supplied
without a toner cartridge fitted. A new
toner cartridge must therefore be fitted,
refer to the procedure on Pages 23 - 25 of
this Workbook.
© KnowledgePoo! Ltd. (1999/2000)
WORKBOOK 8
Page 27
HORIZON SYSTEM
Help & Basic Maintenance
FUJ00117722
FUJ00117722
Ref: PATH/42/009/01
Date: 24/07/00
Issue: 1.0
© KnowledgePoo! Ltd. (1999/2000)
WORKBOOK 8
Page 28
FUJ00117722
FUJ00117722
HORIZON SYSTEM Help & Basic Maintenance Ref: PATH/42/009/01
Date: 24/07/00
Issue: 1.0
Activity Sheet 1 Workbook 8
1. Namie two sources of Help available.to users.
2. On which days is the Horizon System Helpdesk NOT available?
3. Name three questions that you: may be asked, by the Horizon System Helpdesk to verify
your identity.
4. What document must you have to hand when telephoning the Horizon System Helpdesk?
5. When can the Horizon system processor be switched off?
© KnowledgePoo! Ltd. (1999/2000) WORKBOOK 8
Page 29