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FAQs

How do I update the firmware for my bill acceptor? Link

See Acceptor Tools Instructions

How do I clean my bill acceptor? Link

Watch the Acceptor Cleaning Video or view the downloadable cleaning instructions document.

How do I use the configuration card to change the configuration of my bill acceptor? Link

Watch the Acceptor Configuration Card Video

How do I troubleshoot my bill acceptor? Link

Watch the Acceptor Troubleshooting Video.

How do I install my bill acceptor? Link

Watch the Acceptor Installation Video.

How do I use a PTI handheld programmer? Link

Watch the Handheld Programmer Video.

How do I return a product for service? Link

See RMA Procedure for the Return Materials Authorization.

How do I use the Acceptor Tools software? Link

See Acceptor Tools Instructions

What if PTI doesn’t support my country’s currencies? Link

Please contact us for options and in some instances the customer can supply the currency for development. Learn more about currency requirements.

What if I have a PTI acceptor and a new bill is released? Link

Please contact us for the status of an update and in some instances we may need the customer to supply the currency for the update. Learn more about currency requirements.

How do I pair my Sentry Security Module to my Phoenix Printer? Link

Click here to view the Sentry Tools for PC manual

How do I set or change the baud rate on my Reliance Thermal Printer? Link

To configure the baud rate, please download and install Reliance Tools from here: https://pyramidacceptors.com/app/reliance-tools/

  1. Launch Reliance Tools
  2. Attach Reliance to PC using USB cable
  3. Click Serial Config
  4. Select your configuration
  5. Click Apply
  6. Done
How do I enable the virtual serial port on my Reliance Thermal Printer? Link
  1. Launch Reliance Tools
  2. Ensure you are connected to a Reliance Thermal printer over USB
  3. Navigate to the Print Config Tab
  4. Scroll to the Virtual Comm Port option
  5. Toggle the switch to the on position
  6. Click the blue Apply button to save your settings.
  7. Turn off Reliance and then back on again
How can I improve the printing speed of the Reliance Thermal printer? Link
  1. Requires Windows driver version 1.0.15 or newer
  2. Requires Reliance firmware 1.30.179 or newer
  3. Open your Reliance printer properties from the Printers & Devices menu
  4. Click Preferences...
  5. Navigate to Modification tab
  6. Check the box that says use RLE compression
  7. Click apply
My Reliance printer is cutting off text when printing as a system printer. Link

Printers must be told how long the printed page will be. If you don't,
the operating system will use a default value which is typically very
short. You can either specify this option when printing or enable the whitespace truncation feature through Reliance Tools.

  1. Requires Windows driver version 1.0.15 or newer
  2. Requires Reliance firmware 1.30.179 or newer
  3. Open your Reliance printer properties from the Printers & Devices menu
  4. Click Preferences...
  5. Navigate to Paper Tab
  6. Change the page length to your maximum page size (or a really long length)
  7. Click apply
  8. Launch Reliance Tools
  9. Open Print Config tab
  10. Scroll to bottom
  11. Enable Whitespace Truncation
  12. Click Apply
  13. Reboot printer
Reliance Tools Won't Connect to Printer Link

1. Ensure 24V DC power supply is plugged in to Reliance Printer

2. Ensure USB cable is connected between PC and Reliance printer.

3. Install the VC++ 2015 runtime for your operating system: https://www.microsoft.com/en-u...

Contact us at support@pyramidacceptors.com if the issue persists.

Windows report "Driver unavailable" Link

If your Windows system is behind on updates this will happen. You have three options:

1. Install the driver manually from here: https://pyramidacceptors.com/c...

2. Take all the latest Windows updates and eventually the driver will correct itself

3. Install from the optional updates list under Windows Update (explained further below)


To install from optional updates

1. Navigates to Windows Update from your search bar

2. Click View Optional Updates. If this is missing click "Check for Updates"

3. Expand Driver updates section

4. Select the checkbox for Reliance Printer

5. Download and install

6. Unplug and plug back in Reliance

Videos

Installation

Cleaning

Troubleshooting

Using Configuration Cards

Programmer