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Be prepared. Your bill 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 bill that is added to the stack of counted bills. The Safescan 2210 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 bill. This could mean that the bill 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 bill.
Simply remove the bill and inspect it more closely. If you think that the bill 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.
Error E3 - Thickness
The error message E3 is displayed whenever the bill has a deviating thickness. This could mean that the bill is counterfeit, but it can also mean that two bills are stuck together, or that the quality of the bill paper is not high enough.
Simply remove the bill and inspect it more closely. If two bills are indeed stuck together, gently separate them. If the bill 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.
Error E4 - Height
The error message E4 is displayed whenever the bill has a deviating height. This could mean that the bill is counterfeit, but it can also mean that you are counting it in the sort mode and the bill has a different height than the first bill, or that the bill is damaged.
Simply remove the bill and inspect it more closely. If you think that the bill is real, count it again to see if the problem persists. If it does, please make sure that you are only counting one denomination (version) and that you use the hopper guides to enclose and center the bills in the middle of the hopper. If the bill is damaged (torn, folded, taped), please put it aside and continue your counting session.
Please note that counting polymer bills with larger transparent windows, can cause the device to see the note as incomplete. Please recount the bill when this happens.
Error E5 - Width
The error message E5 is displayed whenever the bill has a deviating width compared to the first counted bill. This could mean that the bill is counterfeit, but it can also mean that you are counting it in the bill has a different denomination than the first bill.
Simply remove the bill and inspect it more closely. If you think that the bill 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 bills in the middle of the hopper. If the bill is damaged (torn, folded, taped), please put it aside and continue your counting session.
Please note that counting polymer bills with larger transparent windows, can cause the device to see the note as incomplete. Please recount the bill when this happens.
Error E6 - Skew
The error message E6 is displayed when the bills are not fed through the device correctly or straight enough.
Simply remove the entire stack and make sure that the bills 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 bills for the best counting results.
If your bills 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 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 bills 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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