CartManager HD Troubleshooting
If you need to place a service call, please call our 24 hour toll-free Customer Service Hotline at 888.808.9433 and select option #1. Between the hours of 5 p.m. PST and 7:30 a.m. PST, select option #5 to activate our emergency dispatch service.
This section will help you solve some of the issues that may arise with the system. If questions concerning the system arise and you are unable to resolve them using online support information, please call our toll-free Customer Service Hotline and speak with a Gatekeeper Customer Service Representative. Never hesitate to contact Gatekeeper with questions about the product.
Follow the diagnostic and repair steps listed in each section exactly as they are written, making sure to observe good body mechanics, basic safety practices, and any guidelines that are specific to your store location.
DO NOT perform any troubleshooting or maintenance procedures unless you have been properly trained and given permission by your supervisor.
If you are still experiencing difficulties after completing the troubleshooting tasks, please refer to the last page in this guide for information on contacting your nearest Gatekeeper Systems regional Customer Support center.
Remote Control Issues
Follow these steps to change the batteries in the remote control unit:
- 1. Peel back one edge of the rubber sleeve surrounding the remote control unit and remove the unit from the sleeve.
- 2. Turn the unit over to expose the battery compartment cover.
- 3. Remove the old battery and replace with a similar 9 volt battery.
- 4. Replace the battery compartment cover and protective sleeve.
Use this process to diagnose and correct problems when the remote control unit either does not turn on, or turns on but does not communicate with CartManager HD.
If you are using a new remote for the first time, or using a remote other than the one usually used with a particular CartManager HD unit, follow the steps in the Link the remote to CartManager HD box below to set up a communications link between the remote and the CartManager HD unit.
Electrical Issues
Use this troubleshooting flow if nothing happens (no lights, no horn, no movement) when the keyswitch is turned on.
Follow the steps below if the lights go on when you turn the keyswitch, but CartManager HD does not respond when you turn the throttle grips. If CartManager HD moves when you turn the throttle grips, but does not respond to the remote control, see Remote Control Issues in the User Manual.
Battery Issues
CartManager HD is powered by three heavy duty, rechargeable, 12volt batteries. The batteries are located under the hood in the front section of the CartManager HD and are sealed so there is no need to add fluid to the cells. Regular maintenance consists of checking for leaks and loose connections on a daily basis, and cleaning the terminals and battery connectors every three months.
The diagram below shows the placement of the batteries, main cables and charging cables with inline fuses. Several of the tasks in this section will refer back to this diagram.
The battery charger, located on the back of the CartManager HD, takes regular current from the wall outlet and converts it to charge the batteries. Your CartManager HD will have either a 110 volt charger or 230 volt charger. Both types are pictured below.
The symptoms of battery charge malfunction will differ depending the type of charger in your particular CartManager HD:
For 110 volt chargers:
LEDs - the charger has three LEDS; red, yellow and green, for each of the batteries in CartManager HD. Only one of these LEDs should be illuminated at a time.
- Red – indicates a short circuit, blown inline fuse, reverse polarity (charger hooked up backwards to the battery), or battery under voltage (less than 8 volts). If the red LED is illuminated while the battery is connected, immediately disconnect from the AC power and check the battery connections. The Red LED will also illuminate if a battery is not connected to the DC battery leads.
- Yellow – indicates the battery charger is in bulk charging mode. This LED will be on until the battery is approximately 90% charged.
- Green – indicates that the battery is over 90% charged and is being maintained. Once the battery reaches full charge, the Green LED will stay illuminated until the charger is unplugged.
Inline fuses – inline fuses near the terminal end of each positive (red) DC lead serve as protection from extreme voltage surges or lightning strikes. If a fuse blows, replace it with the exact type and rating of the original fuse. Improper battery connections will normally not cause a fuse to blow since this is handled by the charger’s internal circuitry.
Note that the charger cannot charge a battery that is damaged of has been discharged to less than 8 volts.
For 230 volt chargers:
1. With the key switch off, plug in CartManager HD to an electrical outlet.
2. The top of the battery charger displays three sets of lights; one set for each battery. The left-hand set is for battery number one, the middle set for battery number two and the right-hand set for battery number three. These lights monitor the progress of the charging process. The normal sequence of lights is:
- The red LED will start flashing as the unit begins to charge.
- Both red and green LEDs will flash during the middle of the charging process.
- At the end of the charging process, the red LED will go out and only the green LED will be lighted.
3. If the red LED for a battery stays lit for more than 24 hours, it means there is a problem with that battery:
- Remove the charger plug from the electrical outlet and notify your supervisor.
4. If the green AND red LEDs stay on for more than 24 hours:
- If you are using an extension cord, remove it and plug CartManager HD directly into the electrical outlet.
- If the red and green LEDs persist, remove the charger plug from the electrical outlet and notify your supervisor.
5. If the green LED stays on, even when the battery charge is low:
- Remove the charger plug from the electrical outlet.
- Check the inline fuses on each of the red battery charger cables; replace any blown fuses.
- Plug the charger cord into the electrical outlet. Charging should proceed as usual.
6. If neither the red nor the green LED lights when the charger cord is plugged in:
- Make sure that the charger plug is firmly seated in the electrical outlet.
- If the charging indicators still do not light, try a different electrical outlet.
- If the lights still do not light, unplug the unit and notify your supervisor.
CartManager HD should operate for 8-10 hours on a full charge. A full charge is indicated by all green lights on the battery charger. Run time may be decreased if CartManager HD is being used on inclines such as hills or ramps, if heavy items are in carts being collected, or if the batteries are faulty. If the charge level indicator consistently reads low after less than 8 hours of use, check the following:
- Open the CartManager HD hood and check all battery connections and terminals. Clean any that are dirty or corroded, using the procedure located in the User Manual.
- Tighten any loose connections.
- Check for any leaks around the bases of the batteries. If you find leaks, replace the faulty battery as per the directions in the "Replacing CartManager HD Batteries" section.
- If the problem persists, contact Gatekeeper Systems Customer Support.
If you find a leaking battery or you suspect that the battery is faulty, the battery should be replaced. Running CartManager HD with a faulty battery will damage the battery charger and may result in injury or damage due to leaking battery acid.
You will need:
Replacement 12 volt, heavy-duty, maintenance free, deep-cycle battery; part #500155-04,
- A 1/2" (13 mm) socket, driver and short extension,
- Several clean, dry cloths,
- If the battery is leaking, a pan or tray to put it in,
- Safety goggles and rubber gloves,
- Lightweight waterproof grease.
- Park CartManager HD in a clean, dry, well-ventilated area. Do not plug in the charger cord.
- Put on the gloves and safety goggles.
BATTERY ACID CAN CAUSE SEVERE BURNS TO SKIN AND EYES! IN CASE OF CONTACT, RINSE IMMEDIATELY WITH LARGE AMOUNTS OF RUNNING WATER.
- Note the position of the battery in the compartment and the arrangement of the wires connected to it. If necessary, use pieces of masking tape or sticky notes to label the wires.
- Use the 1/2" (13 mm) socket to completely disconnect all cables from the battery being removed. If replacing multiple batteries, do one at a time to avoid mixing up the cables when you reconnect them.
- Lift the battery carefully from the battery compartment and place in the tray. These batteries are heavy; be sure to use good body mechanics and observe proper safety precautions when handling the battery.
- Place the new battery into the battery compartment with the terminals in the same orientation as the battery you just removed. If in doubt, check the diagram located in the User Manual.
- Make sure the battery terminals and connections are clean and dry. If the connecting cables are dirty or corroded, clean them following the procedure located in the User Manual.
- Connect the new battery. Securely tighten all connections and apply a light coat of waterproof grease.
- Dispose of the old battery in accordance with your store policy on handling hazardous waste.
- Plug CartManager HD in and allow to charge overnight (8 hours).
- If any battery acid has splashed on clothing, soak thoroughly with a solution of 1 tablespoon baking soda per 1 cup of water. Rinse well with running water.
Error Codes
When you turn on the key switch, CartManager HD runs through a brief diagnostic routine. If there are no electrical malfunctions detected, the battery level indicator LEDs will display the remaining battery charge as a series of steady (non-blinking) bars. In the example below, the remaining charge is 6 bars, or 60%.
If an error is detected, one or more LEDs will flash on and off. Count the number of bars flashing in the battery indicator LED. Find the corresponding section below and follow the instructions for diagnosing and correcting the problem.
There may be a problem with the throttle control grips.
- Turn CartManager HD off.
- Twist and release the throttle grips.
- Turn CartManager HD back on, making sure not to turn the throttle grips until the unit is powered up.
- If the error persists, contact Gatekeeper Systems Customer Support.
There is an abnormally high battery voltage.
- Turn CartManager HD off.
- Make sure the charger cable is unplugged and securely coiled on the charger cord hooks.
- Turn CartManager HD back on. If the error persists, contact Gatekeeper Systems Customer Support.
There may be a problem with the switch that locks the manual brake.
- Turn CartManager HD off.
- Make sure the Manual Brake Release is pushed all the way in.
- Turn CartManager HD back on. If the error persists, contact Gatekeeper Systems Customer Support.
There may be a problem with the controller. Contact Gatekeeper Systems Customer Support.
There may be a problem with the throttle control grips.
- Turn CartManager HD off.
- Twist and release the throttle grips.
- Turn CartManager HD back on, making sure not to turn the throttle grips until the unit is powered up.
- If the error persists, contact Gatekeeper Systems Customer Support.
- Twist and release the Emergency Stop Button.
- Turn the key switch off.
- Turn the key switch back on.
You should not see these error codes, as they are not used on CartManager HD.
There may be problems with the motor or the motor wiring.
- Turn CartManager HD off.
- Open the hood and check the batteries and cables. Clean any corroded terminals, tighten any loose connections and replace any broken or frayed connectors.
- Turn CartManager HD back on.
- If the error persists, contact Gatekeeper Systems Customer Support.
This is a low battery warning.
- Move CartManager HD to the battery charging area. Park and turn the unit off.
- Open the hood and check the batteries and cables. Clean any corroded terminals, tighten any loose connections and replace any broken or frayed connectors.
- Check the inline fuses on the red battery charger wires. Replace any burnt out fuses.
- Plug in to an electrical outlet. Allow to charge for at least 4 hours.
- If the error persists, contact Gatekeeper Systems Customer Support.
- Did you know?
Using the CartManager HD makes cart collection easier, safer and more efficient.
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