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Service Request

Your voice matters to us. At JVM, we are committed to paying close attention to our customers’ comments and ideas.

Frequently Asked Questions

Q I cannot turn on the machine.
A

- Check whether the power cord is connected properly.

- Make sure the main power switch is on.

- Make sure the power switch on the control box is on. 

Q I received the “MAIN POWER OFF” alert on the screen. What does it mean?
A

- Make sure the power switch on the control box is on.

- If the machine does not turn one even though the main switch on the control box is on, please contact the place where you bought the product for assistance. 

Q The packaging quality is not satisfactory. Pouches are not sealed evenly and won’t tear easily.
A

- Clean the heater roller to remove any dust or debris.

- Check whether both paper roll and ribbon roll are routed properly.

- Check whether the temperature of the heater roller is within the ideal range (70 ℃ - 73 ℃).

- Turn the pressure bolt on the heater roller clockwise to adjust as necessary.

Q The resulting print quality on the pouch is not satisfactory.
A

- Follow the installed ribbon along its route to check whether it is installed properly.

- Make sure the ribbon is not being reused.

- Clean the print head. Having dust or debris on the print head can impact print quality. 

Q I cannot hear voice messages.
A

- Check whether the speaker jack is connected properly.

- Make sure the power cable of the speaker is connected properly to the outlet.

- Check whether the mute function is enabled on the screen.   

Q When dispensing, the canister releases multiple tablets at a time.
A

- Check the condition of the canister’s division brush.

- Clean the cartridge sensor to remove any dust or debris on the sensor.

- Make sure the guide holder is properly secured to the dispensing unit of the canister.   

- Make sure that the correct (designated) medicines are being used in the canister.

Q Medicines registered for canister filling are being used for STS filling.
A

- Check the condition of the canister’s division brush.

- Clean the cartridge sensor to remove any dust or debris on the sensor.

- Make sure the guide holder is properly secured to the dispensing unit of the canister.   

- Make sure that the correct (designated) medicines are being used in the canister.

Q I receive “No Canister” message even though canisters are installed. (ACRS-II)
A

- Identify the color of the ACRS-ll indicator at the bottom of the machine program. (GREEN: Connected / RED: Not connected)

- If the ACRS-ll machine is not connected, double-click on the indicator.  

Q The server program and the machine program do not interact each other.
A

- Check whether the machine program is running on the touchscreen monitor.

- Make sure the network (hub) connection is successful.

- Make sure the LAN cable is connected properly.

- Check whether the ID and the type of the machine are selected properly. 

Q Can I multi-task on the server PC while using ATDPS application.
A

- The server PC performs tasks related to controlling the product.

It is advised not to use any other application while using the ATDPS application to avoid any unexpected errors. 

Q The paper gets rolled up on the conveyor.
A

- Check whether the conveyor belt has come off.

- Clean the conveyor to remove any dust or debris.

- Please leave a few photo proofs of the problem area in case an engineer’s visit is necessary. 

Q I hear noses from the back of the product.
A

- Clean the cooling fan to remove any dust or debris. 

Q Dispensing from the auto canister does not work.
A

- Check whether there are medicines (tablets) in the auto canister that you wish to dispense from.

- Check the properties of the medicine in the server program to see if the medicine is allowed to be used in auto canisters. 

Q The remained tablets in the auto canister do not get emptied upon completion of the job.
A

- Check whether you have selected the Empty option before dispensing.

- Check whether you have opened the correct dispensing drawer. 

Q Medicines are all mixed up in the resulting pouches.
A

- Clean the last hopper to remove any dust or debris.

- Perform a manual cutting with no waiting time when dispensing soft capsules.