The E20-E21 errors are mainly caused by the detection of suspicious bills.
Step 1: Please remove the bill and resume the count. The bill is not added to the count. (please note the magnetic ink feature of notes may become weaker when a note is old, heavily used or accidentally washed)
Step 2: Make sure the machine is clean and the sensors are clear of dust. Use a brush to clear the dust, a dry cloth to wipe the sensors, and Air Can if needed to blow the dust accumulated inside the machine.
Daily/Weekly Maintenance
Article: https://deteckusa.reamaze.com/articles/dt500-maintenance-procedure
Bi-weekly/Monthly Cleaning
Article: https://deteckusa.reamaze.com/articles/dt500-cleaning-process-x
Step 3:
If you experience multiple E20 MG errors (as indicated in the chart below), please check the following article on how to remediate the problem:
Article - https://deteckusa.reamaze.com/articles/dt500-mg-middle-error-troubleshooting
If you experience multiple E21 MT errors (as indicated in the chart below), please check the following article on how to remediate the problem:
Article - https://deteckusa.reamaze.com/articles/dt500-left-right-mg-error-troubleshooting
Step 4: We might need your help extracting the data to analyze the suspicious bills.
Article - https://deteckusa.reamaze.com/articles/dt500-mdc-data-extraction
It will be very helpful if you can send us a video by WhatsApp at +1(332) 895-2855 or email showing us the Error Notification during the count and highlighting (1) the type of bill causing the error and (2) the denomination(s).
If the issue is still not resolved, please reach out to support@deteckusa.com to advise on additional troubleshooting steps and share the below information:
- Your Full Name:
- Order ID:
- Money Counter: DT500
- Serial Number: (can be found on the back of the machine)
- Error Notification: for example E20 (101)
- Motor Running Properly: Yes / No
- Cleaned the Rollers: Yes / No
- Cleaned the MG Sensors: Yes / No
- Reduced the MG sensitivity: Yes / No
- Checked Cable Connections: Yes / No