Card Wizard - Creating Debit Card but Getting Error Message

 

Issue:

User trying to create debit card but getting an error message (on Datacard machine or OSI)

 

Resolution:

RDP into ICITSD205PW01 (IT SCLogic \ Card Wizard PC)

Log onto Card Wizard, select NETWORK, click the Monitor tab and expand branch having issue

Both SuperCAT and DataCard should be GREEN.  If there is a job pending, it will be YELLOW and read (Busy/1) - if that is the case, right-click and select Delete Pending Request.
If it's RED, right-Click and select RESTART

On the DataCard machine, have user remove any cards in the Rejected bin

Remove and restack new cards (like you would a deck of cards)

Have user turn the DataCard machine off, wait about 10 secs, turn it back on (should then display Format Error and then Ready)and retry creating a card.

 

If user continues to receive Failed to Connect message on the PC (in OSI) and you have checked that Datacard is Green and you can ping the Datacard modem, log file CWsicNTD, on the branch server is too large (at 977KB) and must be renamed.

• the fix is to rename or delete the file * \\XXw2k8dc\apps\core\logs\CWsicNTD.log. If the file is in use (you'll get a message that you can't rename it), all users needs to logoff from Card Wizard before you can rename or delete…If they report all users are logged off Patrick can kick out a logged in user or if a user is not there, RDP into the PC and reboot it to kick the user out. Necessary in order for access to Card Wizard.

* check the Log file size from the PC at the branch because it appears it can be at 2 (or 3) locations: the above line, \\elw2k12dc\applications\apps\OSI\CORE\LOGS or G drive\OSI\CORE\LOGS (a DFS location) which is why you want to check from a branch PC