Ensure that the scanner cable is seated tightly
Power down, remove the scanner and use keyboard/mouse only

if the keyboard AND the mouse still do not work, it is probably a main board issue.
if only the keyboard OR only the mouse still do not work – RMA – the keyboards and mice are supplied by BHD

however; if removing the scanner/scanner cable fixes the problem, then call NCR to replace the scanner and cable
Contact NCR (1-800-262-7782)
1. NCR Customer #: xxxxxxxxxxx
(T:DATAClientCartridge World Corp_NCR Site Numbers.mde)
If there is no NCR Cust#: if a new store, then tech requests NCR to open a Work Order for the CW Franchise – otherwise it would be best to have the Franchisee contact the NCR Rep prior to calling NCR Tech Support.
2. NCR equipment Class:
” Touchscreen/Computer -7402
” Scanner 7837-1000 PT# 497-0449263
(When ordering a Scanner always include cable)
” Scanner Cable 2357-1002 Pt# 497-0449254
(When ordering a cable always include Scanner)
3. Name of Store contact
4. Describe the problem

make sure the store/franchisee is provided with the work order number. (should have it from conference call)
make sure an email goes out with a short description, store number, and work order number to the following – use FYI in the subject line:


cc: franchisee


When the scanner and cable have been replaced, remember to initialize the scanner -the initialization scan barcodes are on the techdl page, as well as the ftp download site and in the install folder of the R: drive – all are pdf files and ready for printing on the NCR 7197 Receipt printer