Purpose of this Article

When a gaming machine shows abnormal behavior — invalid or inconsistent TITOs, manual payouts, cash discrepancies, counter jumps, etc. — and this occurs on a single machine or a small number of them, the root cause is most likely the machine itself (hardware, wiring, local configuration) rather than the Wigos system.

This article describes the diagnostic steps that the Win Systems team follows in these cases, so the operator can run them directly and resolve the issue without needing to open a ticket. If the problem persists after following this guide, or it's confirmed that it is not an isolated case, a ticket can be escalated attaching the findings from this analysis.

When Does This Article Apply?

Use this guide if you detect any of the following symptoms concentrated on one or a few machines (not across the entire floor):

• Invalid or inconsistent TITOs

• Frequent manual payouts

• Cash discrepancies on the machine

• Counter jumps

If the same issue occurs simultaneously across multiple machines or the entire casino floor, it is likely a system-level issue — in that case, open a ticket directly without needing this preliminary analysis.

Step 1: Review the Alarm History

Path: Alarms > Alarms

This menu shows the error messages generated by the machine. Pay special attention to:

• SAS communication loss

• WCP and WC2 service disconnections

• Database communication loss

From this same report, you can also correlate the timing of counter jumps with other events recorded on the machine. For example:

This correlation is usually the key to diagnosis: if the counter jump coincides with a door opening or a SAS communication loss, the root cause is on the machine.

Step 2: Review the Machine's Transmission History

Path: Monitor > Send > History

This report allows you to validate the machine's communication logs and detect unexpected restart messages, which are usually an additional indicator of a hardware or power supply issue on the machine.

Step 3: Interpret the Results

• If the symptoms appear only on one or a few machines and coincide in time with communication alarms, door openings, or unexpected restarts → the issue is machine-related.

• If the symptoms appear across multiple unrelated machines, or without associated alarms → it may be a system-level issue. In that case, contact Win Systems attaching the screenshots from this analysis.

Recommended Corrective Actions

If the analysis confirms the issue is isolated to the machine, these are the recommended actions before escalating:

When to Escalate a Ticket to Win Systems

Open a ticket with Win Systems if, after following this guide:

• The issue persists after applying the corrective actions, or

• The same symptom pattern repeats across several unrelated machines, or

• The alarms indicate a connectivity issue with the system (not with the specific machine)

When opening the ticket, include the Alarmas screenshots and the Transmission History for the analyzed period — this significantly speeds up diagnosis by the Win Systems team.