After a dispense attempt, if the machine displays 'Out of cash' and the transaction logs show a Puloon error 96 or 97, then this indicates that the dispenser could not pick up the next note from the respective cash cassette while the cassette contained bills.
Code 96 refers to Cassette 1 (top), while 97 refers to Cassette 2 (bottom).
In the case of these error messages, the next available note may have been misaligned or poor grade, the stack of bills misaligned or too distant from the cassette mouth, or mechanical trouble with the cassette itself or the dispenser bay.
Causes & prevention
Next note misaligned or poor grade
It's possible that the next note (the one on the bottom of the cassette) was mangled, misaligned, or a poor grade such that it could not be retrieved by the dispenser.
Inspecting the cash cassette directly following this dispense error, such that no bills have since been dispensed, check the quality and note note on the bottom of the affected cassette. If you find the note to be of torn, creased, or otherwise poor grade, ensure that future refills consist of uncreased, intact bills.
Note stack misaligned or too distant
The spacers aligning the bills and keeping them towards the mouth of the cassette may not be fully adjusted, keeping the next bill away from the pickup rollers. Ensure that the cassette's spacers are properly fitted for your currency's denomination. See more about adjusting spacers on the Santo Tirso setup article.
Hardware issue with cassette or bay
If you find that better grade and more closely aligned notes still result in frequent errors 96 or 97, this could be a sign of a mechanical issue, likely with a cassette.
A recurring 96 error corresponds with Cassette 1 (top cassette) and error 97 with Cassette 2 (bottom cassette.)
In order to confirm whether the error travels with the particular cassette, they may be switched with the process below. In that way, if a recurring error 96 thereafter becomes a series of 97 errors we know that it's endemic to Cassette 1, and vice versa.
Switching cassettes to test
To do so, remove both cash cassettes. On the back of each, above the mouth, there are four holes, two of them containing screws, pictured below:
The position of these screws ensure that cash cassettes are not placed in the wrong slot during normal operation. As in, they would prevent a bottom cassette containing $100 bills from fitting into the top bay for which your admin had been set for $20 bills, and vice versa.
To switch the location of the cassettes so that Cassette 2 is now on top and Cassette 1 is bottom, first remove the screws from the back of each, and screw them back in as shown below.
IMPORTANT: Also swap the bills between each, so that the denomination which had been in the top cassette stays on top. This way, you won't need to update your admin to inform it that the denominations and counts have changed.
Next, place cash out transactions which trigger dispensing from both cassettes. (Also confirm that the dispensed denominations are correct following the switch.) Repeat to attempt an error condition or await the next such instance in the field.
If you find that the issue travelled with the originally indicated cassette, or if you find that the error stayed with the particular top or bottom bay, please reach out to our support team for next steps.
If a dispenser error message is present in the transaction logs, the transaction is already marked as 'redeemed' and is unable to be attempted a second time. Therefore, you may reconcile with the customer by manually refunding the equivalent undispensed amount in crypto or fiat.
For a full report on the transaction status, export the transaction spreadsheets and consult both the cash-out-txs and cash-out-actions, the latter of which records the dispense events including the amount of successfully dispensed notes from each cassette for particular transactions.