Be prepared. Your banknote counter may display some error messages during different counting sessions. These messages could indicate that it has detected possible counterfeits, or that something has gone wrong. Simply read the instructions below so you know what to do when you see an error message.
Please note that the shown error messages always apply to the last banknote that is added to the stack of counted notes. The Safescan 2265 automatically pauses the counting session whenever an error message is generated. All you have to do is look up the error message in the overview below, complete the necessary actions and press start to continue your counting session.
If after following all the steps below, the error message still shows up. Please contact our customer care department. Discovered a counterfeit? Please get in touch with your local cash collecting agency or bank.
Error E1 - UV
The error message E1 is displayed whenever the device detects deviating ultraviolet properties within a banknote. This could mean that the banknote is counterfeit, but it can also mean that its ultraviolet properties have faded slightly due to heavy usage or accidental washing. The error message can even be triggered by something simple as a piece of tape that is stuck to the banknote.
Simply remove the banknote and inspect it more closely. If you think that the banknote is real, count it again to see if the problem persists. If it does, please make sure that device is not directly placed under a very strong light source (this may disrupt the sensors) and that the ultraviolet sensitivity level of your device is set correctly. If you have been using your device for a long time, it is possible for the sensors to be dirty or blocked by dust. Simply click here to read and follow our detailed cleaning instructions.
If you are getting multiple E1 error messages while counting newly released Euro or British Pound banknotes, you might need to update your device. Simply click here to read more and learn how you can install the latest currency update on your banknote counter.
Error E2 - MG
The error message E2 is displayed whenever the device detects deviating magnetic properties within a banknote. This could mean that the banknote is counterfeit, but it can also mean that its magnetic features of the banknote are too weak to detect, or that you are counting a denomination or currency that does not have magnetic features at all.
Simply remove the banknote and inspect it more closely. If you think that the banknote is real, count it again to see if the problem persists. If it does, please make sure that the magnetic sensitivity level of your device is set correctly. If you have been using your device for a long time, it is possible for the sensors to be dirty or blocked by dust. Simply click here to read and follow our detailed cleaning instructions.
If you are getting multiple E2 error messages while counting newly released Euro or British Pound banknotes, you might need to update your device. Simply click here to read more and learn how you can install the latest currency update on your banknote counter.
Error E3 - Thickness
The error message E3 is displayed whenever the banknote has a deviating thickness. This could mean that the banknote is counterfeit, but it can also mean that two banknotes are stuck together, or that the quality of the banknote paper is not high enough.
Simply remove the banknote and inspect it more closely. If two banknotes are indeed stuck together, gently separate them. If the banknote quality is bad, please put it aside, and continue your counting session. Still getting the error? Then you might need to adjust the hopper thickness settings of your device. Simply click here to learn more about adjusting your hopper.
If you are getting multiple E3 error messages while counting newly released Euro or British Pound banknotes, you might need to update your device. Simply click here to read more and learn how you can install the latest currency update on your banknote counter.
Error E4 - Height
The error message E4 is displayed whenever the banknote has a deviating height. This could mean that the banknote is counterfeit, but it can also mean that you are counting it in the sort mode and the note has a different height than the first note. It can also mean that the height of the banknote does not match with any of the Euro or British Pound denominations, or that the banknote is damaged.
Simply remove the banknote and inspect it more closely. If you think that the banknote is real, count it again to see if the problem persists. If it does, please make sure that you are not counting in sort mode, and that you use the hopper guides to enclose and center the banknotes in the middle of the hopper. If the banknote is damaged (torn, folded, taped), please put it aside and continue your counting session.
Please note that counting polymer banknotes with larger transparent windows, can cause the device to see the note as incomplete. Please recount the note when this happens.
If you are getting multiple E4 error messages while counting newly released Euro or British Pound banknotes, you might need to update your device. Simply click here to read more and learn how you can install the latest currency update on your banknote counter.
Error E5 - Width
The error message E5 is displayed whenever the banknote has a deviating width. This could mean that the banknote is counterfeit, but it can also mean that the width of the banknote does not match with any of the Euro or British Pound denominations, or that the banknote is damaged.
Simply remove the banknote and inspect it more closely. If you think that the banknote is real, count it again to see if the problem persists. If it does, please make sure that you use the hopper guides to enclose and center the banknotes in the middle of the hopper. If the banknote is damaged (torn, folded, taped), please put it aside and continue your counting session.
Please note that counting polymer banknotes with larger transparent windows, can cause the device to see the note as incomplete. Please recount the note when this happens.
If you are getting multiple E5 error messages while counting newly released Euro or British Pound banknotes, you might need to update your device. Simply click here to read more and learn how you can install the latest currency update on your banknote counter.
Error E6 - Skew
The error message E6 is displayed when the banknotes are not fed through the device correctly or straight enough.
Simply remove the entire stack and make sure that the banknotes are aligned and centered. Then place the stack in the middle of the hopper and (if needed) gently guide them with your hands while you start the counting session. Click here to learn how you should insert your banknotes for the best counting results.
If your banknotes are still not transported smoothly, and the error messages persist. Then you might need to adjust the hopper settings of your device. Simply click here to learn more about adjusting your hopper.
Error E7 - Colour
The error message E7 is displayed whenever the device detects deviating colour properties within a banknote. This could mean that the banknote is counterfeit, but it can also mean that you are counting in the incorrect currency mode.
Simply remove the banknote and inspect it more closely. If you think that the banknote is real, count it again to see if the problem persists. If it does, please check if the correct currency has been selected.
If you are getting multiple E7 error messages while counting newly released Euro or British Pound banknotes, you might need to update your device. Simply click here to read more and learn how you can install the latest currency update on your banknote counter.
Error EA0-EA5
The error messages EA0, EA1, EA2, EA3, EA4 and EA5 can show up during the start-up process of the device, to indicate that something is wrong.
Please make sure that there are no banknotes in the hopper or stacker of the device, and that there are no foreign objects stuck or blocking the device. If you have checked everything and the error message still shows up, please contact our customer care department.
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