CartManager SD 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 SD.

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 SD unit, follow the steps in the Link the remote to CartManager SD box below to set up a communications link between the remote and the CartManager SD 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 SD does not respond when you turn the throttle grips. If CartManager SD 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 SD is powered by three heavy duty, rechargeable, 12volt batteries. The batteries are located under the hood in the front section of the CartManager SD 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 SD, takes regular current from the wall outlet and converts it to charge the batteries. Your CartManager SD 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 SD:

For 110 volt chargers:

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:

CartManager SD 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 SD 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:

1. Open the CartManager SD hood and check all battery connections and terminals. Clean any that are dirty or corroded, using the procedure located in the User Manual.
2. Tighten any loose connections.
3. 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 SD Batteries" section.
4. 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 SD 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.

1. Park CartManager SD in a clean, dry, well-ventilated area. Do not plug in the charger cord.
2. 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.


3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. Connect the new battery. Securely tighten all connections and apply a light coat of waterproof grease.
9. Dispose of the old battery in accordance with your store policy on handling hazardous waste.
10. Plug CartManager SD in and allow to charge overnight (8 hours).
11. 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.

Battery Indicator

When the CartManager SD is turned on, the battery indicator displays various information, including the percentage of charge left in the battery, the total amount of time the unit has been used since leaving the factory, and diagnostic fault codes.

Depending on the status of the emergency stop button when the CartManager SD is turned on, different information appears in the LCD display.

• If the emergency stop button is not pressed in, the amount of charge left in the battery appears in the LCD display and the BDI (Battery Discharge Indicator) is illuminated.
• If the Emergency Stop Button is pressed in, the hourmeter LED is on, and the hourmeter data (the total amount of time the unit has been used since leaving the factory) displays. The hourmeter value displays on the LCD for a period of less than five seconds; the LCD will then change its display to show the amount of charge left in the battery.

If the CartManager SD is turned on and there is an operating problem, the fault LED illuminates and a fault indicator code appears in the LCD display. The unit will not work until the operating problem has been resolved.

8 character LED display
Displays remaining battery charge or an error code.

BDI LED
Flashes when the LED display is showing the remaining battery charge.

Fault LED
Flashes when the LED is displaying an error code.

Error Codes
When an error occurs, the BDI will display either an error code (example: CODE 23) or flash a series of lights that corresponds to an error code. An example of the flashing code would be two flashes followed by three flashes, which would indicate error code 23.

Error Codes

An error code is a two-digit code that appears in the battery charge level indicator LED when there is an electrical malfunction in the CartManager SD.

When you turn on the keyswitch, CartManager SD runs through a brief diagnostic routine. If there are no electrical malfunctions detected, the battery level indicator LED will display the remaining battery charge (example: 93%). If an error is detected, the battery level indicator will give the number of the error (example CODE 23). 

If you are having problems with CartManager SD and an error code displays, find the corresponding section below and follow the instructions for diagnosing and possibly correcting the problem. 

This error code indicates that the CartManager SD diagnostics system does not detect an electrical malfunction. If you have run through any applicable troubleshooting flowcharts earlier in this guide and continue to have problems with CartManager SD, contact Gatekeeper Systems Customer Support. 

There may be a transient electrical spike or other problem:

1. Turn the key switch off.
2. Open the hood and check for any loose or disconnected wiring. 
3. Close the hood and turn the unit back on. 
4. If the problem has not been resolved, contact Gatekeeper Systems Customer Service. 

The throttle turned forward or backwards when CartManager SD is turned on:

1. Turn the key switch off. Release the throttle to neutral position.
2. Wait 5 seconds and turn the keyswitch back on, making sure not to turn the throttle grips forward or backward until CartManager SD is powered up. 

Contact Gatekeeper Systems Customer Support

The throttle turned forward or backwards when CartManager SD is turned on:

1. Turn the key switch off. Release the throttle to neutral position.
2. Wait 5 seconds and turn the keyswitch back on, making sure not to turn the throttle grips forward or backward until CartManager SD is powered up. 

Contact Gatekeeper Systems Customer Support

There may be a problem with the main contactor switch:

1. Turn CartManager SD off. 
2. Wait 5 seconds and turn the unit back on. Listen carefully for a loud click down towards the lower left rear section of the CartManager SD as soon as you turn the keyswitch.
3. Contact Gatekeeper Systems Customer Service. Inform them of the error code and whether or not you heard the click.

There may be a bad battery connection:

1. Turn the key switch off.
2. Release the hood latches and open the hood.
3. Check the battery terminals and connections. If any are loose or corroded, clean and then reconnect them.
4. Charge CartManager SD for several hours.
5. Unplug CartManager SD from the electrical outlet and turn on.
6. If the error code persists, contact Gatekeeper Systems Customer Support. 

The temperature inside the CartManager SD compartment is outside the safe operating range for the electrical components. 

1. Move the unit to a room temperature area and allow to sit for 30-60 minutes.
2. Turn the key switch on. If the error code persists, contact Gatekeeper Systems Customer Support. 

• Suggestions:If CartManager SD is sitting for long periods of time in direct sunlight, move to a shaded area when not in use.
• If the unit is sitting outside in extreme cold (< -25 C) for long periods, move to a warmer area when not in use.
• If you do a retrieval run and any of the carts are loaded, reduce the number of carts that you drive with the CartManager SD.

The motor is too hot:

1. Turn the unit off and allow it to sit for 30-60 minutes, preferably in a shaded area.
2. Turn the key switch on. If the error code persists: 

• If CartManager SD is sitting for long periods of time in direct sunlight, move to a shaded area when not in use.
• If you do a retrieval run and any of the carts are loaded, reduce the number of carts that you drive with the CartManager SD.
• If the error continues, turn CartManager SD off and contact Gatekeeper Systems.