FAQs – PlayBridge Dealer4 Service Center

Frequently Asked Questions

Last edited: May 18, 2024

GENERAL QUESTIONS

Where do I find my machine’s Serial Number?
How do I find the number of boards that have been dealt by my machine?
Where can I get the current software and manuals for my Dealer4 or Dealer4+ machine?
How should I take care of my Dealer4 (or Dealer4+) for best performance and long life?
How long can I expect my Dealer4 or Dealer4+ to last?
What is the warranty on the Dealer4 and Dealer4+?
I am looking to buy or sell a used Dealer4 machine – can you help?
What options are available to improve my machine’s performance?
Do I need to send my machine for service?
I am starting to have an increasing number of errors when dealing. How can I make this situation better?
What are some useful websites with information to help with the operation, care and maintenance of the PlayBridge Dealer4 or Dealer4+ machine?
What type of computer is needed to run the Dealer4 software and dealing machine?
What if my question is not answered here?

SPECIFIC PROBLEMS

14. I am getting “Card Feeding Errors” and/or my Dealing Time has increased. What can I do?
15. Why do I get “Card Jam Errors” when there are no cards jammed in the machine?
16. I am having Card Recognition errors and/or Duplicate Card errors. Help!
17. I use plastic cards and have problems with the cards not falling properly and also sliding into the wrong pockets. What can I do?
18. My machine has “Communication Errors” and will not operate. What is the solution?
19. Why doesn’t the machine begin dealing automatically when I insert a board?
Or I am getting Error 58, “Board or board insert not fitted correctly”?
20. What should I do if I am getting actual card jams, with cards stuck and overlapping between the green rollers well above the plastic board?
21. I am using 2018 or newer plastic ACBL cards from Baron Barclay and am getting some errors like Duplicate Card error, Card Recognition error, or Error 61, “Card Does Not Belong To Selected National Settings”. How do I solve this?
22. I am getting the error “Card Does Not Belong to Selected National Settings”. What should I do?
23. I am getting error messages like “Extra Card in North” or “Card Did Not Go to West”. What’s the solution?
24. Why do I get the error message “Board Set Not Empty” when I try to deal?
25. Why do I get “Run Time Error 6” and similar errors?
26. Why do I get Error 551 when I try to use my Dealer4+ machine to deal from a flash drive?
27. My new plastic open-up boards are very hard to insert – too tight. What to do?
28. I am having trouble getting the Software and USB drivers installed on my Windows PC. What to do?

GENERAL QUESTIONS

1. Where do I find my machine’s Serial Number?
On the back of your machine should be a silver sticker with the Serial Number. Alternately, you can run the Dealer4 program, navigate to the Maintenance screen, and you will find the Serial Number near the upper left of the screen.

2. How do I find the number of boards that have been dealt by my machine?
Run the Dealer4 program, navigate to the Maintenance screen, and you will find the number of Boards Dealt near the upper left of the screen.

3. Where can I get the current software and manuals for my Dealer4 or Dealer4+ machine?
Navigate to the Dealer4.com web site and click on the ‘Support’ tab, and you will find the software and manuals available for download. We recommend using the latest PC Software (version 4.82 as of November 2023) – the version you are currently using is shown in the lower left hand corner of the screen when you run the program. We also recommend downloading and perusing at least these two manuals – Dealer4 Software User Manual v1.4 and Dealer4 Maintenance Adjusting and Cleaning Manual v1.1.

4. How should I take care of my Dealer4 (or Dealer4+) for best performance and long life?
Regular cleaning of the machine is a necessity to maintain good performance and long life. Cleaning instructions are provided on the “Care & Cleaning” page of this web site. Detailed instructions with illustrations are also contained in the Maintenance Adjusting and Cleaning Manual v1.1 on the Dealer4 .com web site, Support tab, Manuals.

Besides cleaning the machine, software updates are made periodically that can help your machine’s performance. Download the latest operating software and machine firmware from the dealer4.com web site.

We recommend having your machine serviced by your nearest Service Center every 3 years or every 50,000 deals, whichever comes first.

5. How long can I expect my Dealer4 or Dealer4+ to last?
As an example of the lifespan of a Dealer4, the first machines that were sold over 15 years ago (2008), are still providing good service to their original owners. Some of these machines have dealt more than 500,000 boards. We see no reason why our machines cannot do double this if they are well maintained by the customer and sent in for service at regular intervals. We recommend having a service at the 50,000 board mark, or every 3 years.

6. What is the warranty on the Dealer4 and Dealer4+?
The current warranty for machines sold since 2016 is provided on the Playbridgedealer4.com web site and covers malfunctions that may occur within the first 5 years or 50,000 deals of use, but not normal wear parts such as the rubber rollers which can occasionally wear out earlier than 50,000 deals.

7. I am looking to buy or sell a used Dealer4 machine – can you help?
Used machines are fairly rare, as they seem to last forever and owners tend to keep them. There is always some demand for used machines, and they hold their value quite well. The Virginia service center (bingham.rick@gmail.com) buys, refurbishes, and sells used machines to customers that want them. Because of the limited availability of used machines, we often recommend buying a new machine if you can afford it, knowing that there is a strong market for the machine if years from now you decide you no longer need it.

8. What options are available to improve my machine’s performance?
There are several service items that can make your experience even better when using the Dealer4. More recently manufactured Dealer4’s already include some of these options, and some can be installed when your machine is sent in for service. Also the Dealer4 design and manufacturing team is continually making design improvements extending the life of wear parts (the rubber rollers in particular). Contact your nearest Service Center with any questions about these items and features listed below:

Dealer4+ model with front display (allows dealing without a computer connected)
Thicker pocket dividers (improves how well the cards drop into open-up boards)
Board support plate with front adjuster (minimizes sliding of cards between board pockets)
Improved rubber feed roller and internal rollers (longer wear and more chemically resistant)
Improved design board guides (more rugged)
Bar code board number labels for plastic open-up boards (reduces errors)

9. Do I need to send my machine for service?
The main indications that your machine needs to be sent to a Service Center for service are:

Excess error messages when dealing (the desired performance is 0-1 errors per 32 board set)
Slower than normal dealing time (more than ~1 second slower than the standard 5.5-6.0 seconds)

If you are having these types of problems, first you should clean the machine as described on this web page. Also check that the cards being used are in good condition – try dealing using new cards and see if performance improves. You might also check the other FAQ’s below for the specific problem you are having. At any rate, we recommend having a service at the 50,000 board mark, or every 3 years. Contact your nearest Service Center to arrange to have your machine serviced.

10. I am starting to have an increasing number of errors when dealing. How can I make this situation better?
Most of the time, this situation can be improved by performing a few actions without having to send the machine in for service. Please try to the following before contacting a service center:

Clean the machine, concentrating on the following items in order of importance: feed roller(s), 8 green driving rollers, 5 (not 4) sets of photo sensors (next to the green rollers), camera lens. Instructions for cleaning are on this web site, and there is also information in the manuals on dealer4.com and at playbridgedealer4.com. We also offer a cleaning kit with everything you need including printed instructions – contact the Virginia service center (bingham.rick@gmail.com).
Check the cards that you are dealing carefully. Check that the cards are not bowed, or have worn edges, or are stuck together. Check that the printing of the card is clear and sharp and has no specks of ink missing, which can cause card recognition errors. If the error keeps occurring on the same card, check this card carefully for damage. Sometimes very new plastic cards can be extremely slippery and get little traction on the feed roller until they get used a few times. If you have recently changed the type of cards you are dealing, and you are experiencing Card Recognition or Duplicate Card errors, there might be a need to adjust the card recognition parameters by performing Auto Setup (see the Dealer4 Software User Manual, at Dealer4.com Support tab).
Ensure that you are using recent versions of both the Dealer4 operating program and the machine firmware. The Dealer4 program version appears on the lower left of the Main Menu screen – current version as of October 2019 is ver: 4.82. The firmware version appears on the upper left of the Maintenance screen – as of October 2019, version 3.46 is current. To download newer versions of either the software or firmware, go to the Dealer4.com Support tab.
Read through the Frequently Asked Questions on this page to see if there is helpful information for the specific problem you are encountering. Most users find the solution to their problem here.
Download and read the Maintenance Adjusting and Cleaning manual, from Dealer4.com Support tab, and see if the specific problem you are encountering is addressed. At any rate, you will find useful information here to help you take proper care of your machine and keep it operating well.
If it has been a long time since your machine was last serviced, check to see if your rubber rollers are worn out. Is the feed roller exceptionally smooth with no texture to grip the card? When the green rollers are turning, are the lower rollers no longer in contact with the upper rollers? (this indicates that the green rollers are worn out and the machine needs service). Typical life of the rubber rollers is 50,000 deals but can be somewhat more or less depending on use.
If despite your best efforts, none of these steps reduces the problem, contact your nearest service center to discuss the problems and get some assistance by phone or email, or to schedule your machine for service.

What are some useful websites with information to help with the operation, care and maintenance of the PlayBridge Dealer4 or Dealer4+ machine?

Dealer4ServiceCenter.com (this website) Provides information about care and maintenance, how and what the customer should clean to keep the machine in good working order, operating tips, answers to frequently asked questions (including troubleshooting advice), and obtaining recurring or repair service.

Dealer4.com Software for download, operating and maintenance manuals, and other information from the PlayBridge Dealer4 design and manufacturing team.

PlayBridgeDealer4.com Videos about getting started, cleaning, and board production, software, operating and maintenance manuals, and information from the PlayBridge Dealer4 sales and marketing team.

What type of computer is needed to run the Dealer4 software and dealing machine?

Most Dealer4 owners use Microsoft Windows-based laptop computers with a Windows operating system. Please see dealer4.com, Support tab, ‘Dealer4 PC Software’, and download and follow the “Dealer4 PC Software Installation” Instructions for your Windows version (use the Windows 10 instructions for computers with Windows 11 or later versions).

A Dealer4 model dealing machine can be used with most Apple Macintosh type computers as well. These Apple computers can run the Dealer4 software — it is required to run the software under Windows using, for example, Parallels. At present, only Apple computers based on Intel processors can operate the Dealer4 machine via the USB connection. The newest Apple laptops that use ARM-based processors M1-M4 (e.g. Macbook Air, some Macbook Pros) cannot connect to and operate the Dealer4 machine.

The Dealer4+ model does not need to be connected to a computer during the dealing process. It offers all of the features of the Dealer4 and has its own built-in memory and touch screen operational panel. So the Dealer4+ model can be used with a Windows or Apple computer without a connection between the dealing machine and computer. This offers those who don’t have a fixed base for their dealing machine greater ease of mobility, handling and operational set up. The dealing data is just plugged in to the Dealer4+, using a standard flash drive, and away you go!

13. What if my question is not answered here? Please check out the operating and maintenance manuals on Dealer4.com to learn more about your machine and see if the question is answered there. If this is still unsuccessful, then try contacting your closest Dealer4 service center for assistance. We are happy to try to help you by phone or email. Contact information is on the “Service Centers” page.

SPECIFIC PROBLEMS

14. I am getting “Card Feeding Errors” and/or my Dealing Time has increased. What can I do?

Common causes of Card Feeding Errors and slow dealing, and their solutions, are as follows:

The Card Width Adjustment, i.e. the black knob on the front of the machine, may be set too tight against the cards, causing resistance that makes it difficult for the cards to feed. Adjust the knob so there is a small (1/16″) clearance between the card stack and the walls of the hopper, so the cards are free to move. Turn the knob CLOCKWISE to increase the clearance.
Ensure that when dealing that there are always two or more decks in the hopper, never just one deck. The weight of the second deck keeps pressure against the feed roller so it can grab the card. You may also apply light finger pressure to the top of the card stack, but this is usually unnecessary. An optional Card Feeder Extension can be installed on your machine during service to allow you to stack three decks in the hopper.
Check if the feed roller is very worn and smooth, or is dirty. If dirty, clean the feed roller with a cloth and a small amount of Isopropyl alcohol and then dry it, as described in the manual. Sometimes the feed roller may not be visibly dirty, but try cleaning it anyway, as this often helps. The feed roller and drive rollers will wear out eventually, and you should contact a Service Center to send your machine for service to have the rollers replaced.
Check that the cards are not bowed, or have worn edges, or are stuck together. If the error keeps occurring on the same card, check this card carefully for damage. Sometimes very new plastic cards can be extremely slippery and get little traction on the feed roller until they get used a few times.
Check that the Card Feed Gap (at the metal “mushroom”) is not too large or too small (desired gap is 0.40 to 0.45 mm). This gap may become knocked out of adjustment if the machine is dropped or bumped, such as during transport. Without tools, a simple check is to take a single card which should slide easily thru the gap with no resistance, while it should be impossible for 2 cards to pass through the gap at the same time. Sometimes a buildup of gunk on the metal mushroom can cause Card Feeding errors.
Check the condition of the green driving rollers, especially the first pair (furthest to the right). They should be clean and there should be no gap between the rollers (i.e. both the bottom and top rollers should be turning when the motor is energized.)
Check that the feed roller motor is working properly. Turn the feed roller by hand. It should move with pretty even resistance at all points through a full rotation. Notice if instead you meet with greater resistance through part of the rotation, and/or reduced resistance through another part of the rotation. If this is the case, the machine will need to be sent to a service center.

Please see the “Maintenance Adjusting and Cleaning Manual” on the Dealer4.com web site, Support tab, for more information.

15. Why do I get “Card Jam Errors” when there are no cards jammed in the machine? The Dealer4 machine has five (5) sets of photo interrupters next to the green drive rollers, and these photo sensors detect the movement of the cards through the machine to ensure proper operation and that the cards go to the correct pocket. The photo interrupters are small black plastic parts that protrude from the back wall inside the machine. After many deals, the photo interrupters may become dirty with dust from the cards, and this dust can block the infrared beam and confuse the Dealer4 into thinking there is a card jam.

Clean the photo interrupters by blowing them with compressed air while brushing them with a soft brush. More thorough cleaning can be done using a Q-tip moistened with Isopropyl alcohol, taking care to dry the photo sensor afterwards with the dry end of a Q-tip. Note that there are FIVE (5) pairs of photo sensors, not four — one is tucked between the metal stop plate and the first pair of rollers, and is most easily reached from the card hopper. Very high use machines may need the underside of the upper sensor cleaned in addition to the lower sensor.

It is also possible that a worn or dirty feed roller (the roller(s) under the stack of cards in the hopper) may not be feeding the cards energetically into the machine, so also see item 13 about Card Feeding errors.

Please see the “Maintenance Adjusting and Cleaning Manual” on the Dealer4.com web site, Support tab, for more information.

16. I am having Card Recognition errors and/or Duplicate Card errors. Help !

First, check that you don’t have an actual duplicate card in the deck, and that you are dealing with a full deck of 52 cards.

Next, check that the deal screen settings are correct for your cards. Typical settings are:

National Setting = AKQJ
Card Type = Standard
Card Font = Normal
Card Index = Standard (but use Large-Jumbo if you are dealing Jumbo cards)

Check if your cards are worn — this can be a problem particularly with older plastic cards, where specks of ink flake off the cards so the machine cannot read them. If so, you can try setting Card Font = Fine and this sometimes helps. A way to test if worn cards is your problem is to try to deal using newer cards. You may find you need to replace your cards.

Check that you are using a recent version of the machine Firmware, which contains the software that performs the Card Recognition function. The Firmware version is shown on the Maintenance screen, near the upper left. As of March 2020, version 3.50 is current. To download a newer version of the firmware, go to the Dealer4.com Support tab.

If you are using a different type of cards than usual, you may need to setup the machine’s Card Recognition parameters for this type of cards. Perform an Auto Setup for your cards (see the Dealer4 Software User Manual v1.4, section 9.8, on the Dealer4.com web site, Support tab, Manuals).

Maybe the walls of the card hopper are too open, allowing the card to move such that the entire suit and symbol can’t be seen by the camera. The black Card Width Adjustment knob adjusts the front wall of the card hopper to accommodate larger/smaller cards, and needs to be adjusted so that the walls are NOT tight against the cards, but that they have a small gap of about 1/16 inch. Turn the knob CLOCKWISE to increase the clearance.

There might be a problem with the camera or lens. Make sure the camera lens is clean, and check that the lens is not scratched or cloudy. Check to make sure the camera lens is not loose, that the lens is firmly connected to the camera body and secured by the set screw (i.e. the lens barrel is secure when you grasp and gently try to move it). To confirm that the camera and lens are operating properly, go to the Maintenance screen and turn on Camera Power and Camera LEDs, place the spade ten in the card hopper, click Capture and Show. Examine the image to see if the card appears sharp and clear. Email the image to a Service Center if you are unsure.

If the image appears out of focus, it might be that the lens has become scratched or clouded and needs replacement, in which case you must send your machine in for service. Another possibility is that the lens is loose and has been turned by someone or by accident. Perhaps the set screw is loose or someone has fooled with it. This then is a likely cause of the Card Recognition or Duplicate Card errors. If you are brave and want to try adjusting the focus yourself, try the following:

Put a new or good condition ten of spades in the card hopper
On the Maintenance screen, turn on Camera Power and Camera LEDs, then click on Capture and Show Card.
Loosen the camera set screw (tiny Philips screw)
Turn the lens VERY SLIGHTLY (1/16 turn) and repeat the Capture and Show, checking to see if the image focus improved
Repeat turning the lens, Capture and Show, until you have a sharp image
Secure the camera set screw and repeat the Capture and Show to ensure that it is still in good sharp focus
Perform an Auto Setup with the spade ten and update parameters
Cross your fingers and try to deal

If none of the above resolves the problem, contact a Service Center to send your machine for service.

17. I use plastic cards and have problems with the cards not falling properly and also sliding into the wrong pockets. What can I do?

The problems with plastic cards are all too common, especially when the cards are new and have a lot of static. We are told that these problems often lessen as the cards get used several times.

The following steps can often reduce these problems —

Install the latest version of Dealer4 firmware, which you can download from the dealer4.com web site. This version changes the gate operation to help the cards to fall properly.
Use the Dealing Platform Insert, with its paper surfaces (which reduce static), rather than dealing directly into plastic boards.
Go to Maintenance Screen and click to ‘Enable Slow Dealing’, giving the cards more time to settle before the next card is dealt. This adds about two seconds to each deal.
If cards settle in their pockets and then slide into the adjacent pocket, adjust the board pocket gap to reduce or eliminate the clearance between the bottom of the metal dividers and the top of the plastic boards (see the Dealer4 Maintenance Adjusting and Cleaning Manual 1v1 , p.30 and 31).
If your machine has installed a Board Support Plate with Front Adjuster, use it to adjust the front board pocket gap to reduce the front clearance as in Item d. (see manual listed above).
If your machine is an older model that does not have Thicker Pocket Dividers or the Board Support Plate with Front Adjuster, then you may wish to have these items installed since they both reduce these problems. Contact a Service Center about having these items installed.
One Dealer4 customer suggested wiping the cards down occasionally with an anti-static cloth and provided this link: https://www.bhphotovideo.com/c/product/24592-REG/Ilford_1203547_Antistaticum_Anti_Static_Cloth.html. We have not tried this.

If none of the above resolves the problem, you may wish to contact a Service Center to send your machine for service.

18. My machine has “Communication Errors” and will not operate. What is the solution?

This problem occurs due to some electrical connection problem in the Dealer4, the cables, power supply, or the computer. The error is either in the Power connection or the USB connection – see error messages and troubleshooting instructions below.

USB – “Communication Error: Cannot communicate with Dealer4. Please check if USB cable is connected to the PC and Dealer4.”

Power – “Communication Error: Cannot communicate with Dealer4. Please check if power is connected to the machine and try again”

Could be Either Power or USB – “Lost Communication with Dealer4 – Dealing Aborted!” (or “…Maintenance Aborted!”)

USB Troubleshooting –

Confirm that the USB cable is plugged in with the correct orientation and fully inserted into the Dealer4. Try unplugging the cable from the computer and plug it back in. Windows computers should make a sound each time you plug or unplug a USB device – confirm that you are getting a sound.
The USB cable may have failed. Try a different USB cable (these can be purchased at a computer supply store, or from a Dealer4 Service Center).
The computer’s USB port may not be working. Plug the cable into a different USB port.
The computer might not be working properly. Try rebooting the computer. Try using a different computer.
Ask your bridge club’s most computer-savvy person to try it and see if they can spot something that is causing the problem.
The USB port in the Dealer4 may have failed, either completely or intermittently. It sometimes happens that the USB port can be damaged by moving the machine, or by the cable being inserted the wrong way, or by the cable being bumped or yanked. If the Dealer4 USB port is the problem, often it will feel loose and wiggly when you plug in the cable, or will show visible internal damage. Go to Maintenance and gently move the USB cable near the machine connector and see if machine stops communicating because of that – if yes, that means faulty USB connector in the machine. If this is the problem, or you are unable to identify the problem, the machine will need to be sent to a Service Center for diagnosis and repair, which may require replacing the main circuit board or soldering a new USB port onto the board.

Power Troubleshooting –

The power cord and transformer might have failed. Confirm that the light is lit on the power supply transformer ‘brick’, and that the cables are fully inserted into the Dealer4 and the power supply ‘brick’. A replacement power cord and transformer can be purchased from a Dealer4 Service Center (the specific power supply needed by the Dealer4 is special and is typically NOT available at most computer supply stores).
The computer might not be working properly. Try rebooting the computer. Try using a different computer.
Ask your bridge club’s most computer-savvy person to try it and see if they can spot something that is causing the problem.
The Power port in the Dealer4 may have failed, either completely or intermittently, or there may be some other problem on the main circuit board. It sometimes happens that the Power port can be damaged by moving the machine, or by the cable being inserted the wrong way, or by the cable being bumped or yanked. If the Dealer4 Power port is the problem, often it will feel loose and wiggly when you plug in the cable. If this is the problem, or you are unable to identify the problem, the machine will need to be sent to a Service Center for diagnosis and repair, which may require replacing the main circuit board or soldering a new Power port onto the board.

The best approach is if the Dealer4 cables can be plugged in and never moved or unplugged, and the cables routed so that they can’t be bumped into, but this is not always possible. Repeatedly inserting and unplugging the cables into the Dealer4 may, over time, cause the connectors to become loose or damaged.

Inserting the power plug into the Dealer4 when the power supply is on may cause small sparks near the connector, which can leave some burns on the connector, in the worst case causing problems with the power connection. To avoid sparking, connect the power supply to the Dealer4 machine first, before connecting the power supply to the wall outlet. When the Dealer4 machine is off it does not consume any power, so it is ok to leave it connected to the power supply all the time, even when the power supply is on.

19. Why doesn’t the machine begin dealing automatically when I insert a board? Or I am getting Error 58, “Board or board insert not fitted correctly”.

This error indicates that a plastic removable board or Board Insert (Dealing Platform) is not fitted or is fitted incorrectly, or is not being detected by the Board Switch sensor. First check that the plastic board (or Dealing Platform) is fully inserted – please try to push it into the machine as far as possible. If the board is fitted correctly but this error still appears it means that the Board Switch sensor is not detecting the board, which usually has 1 of 3 causes as discussed below.

On the Deal screen, near the bottom, there is a check box to “Automatically start dealing when a board is inserted”. Make sure this box is checked.

Next most likely is that the optical sensor that detects when a plastic board is inserted has gotten dirty or is blocked with debris and cannot see the board. Look inside the machine along the back wall where the board is inserted, and you will see a pair of black plastic photointerruptors, the optical sensors that detect the board. (A picture showing the location of the board switch sensor is on page 12 of the Maintenance Adjusting and Cleaning Manual v1.1.) Often dust and dirt accumulate here and block the sensor. Clean the photo interrupters by blowing them with compressed air while brushing them with a soft brush. More thorough cleaning can be done using a Q-tip moistened with Isopropyl alcohol, taking care to dry the photo sensor afterwards with the dry end of a Q-tip. Please see the “Maintenance Adjusting and Cleaning Manual” on the Dealer4.com web site, Support tab, for more information.

The third possible cause is that the plastic boards are too translucent, so the board sensor that detects when a board is inserted does not detect the board. For boards with this problem, see if this happens just with boards of a particular color, and then add a small piece of black electrical tape on the bottom of each board at the appropriate spot where the sensor is located. For newer machines, there is also a way to calibrate the sensitivity of the board switch, described in the manual on pp. 64-66 of the Dealer4 Software User Manual v1.3.

A possible workaround is to disable the Board Switch, which would then allow the dealing of cards into transparent boards or when the Board Switch is not working properly. Check the “Disable Board Switch” box on the Maintenance screen. To deal, you would then press the button on the front of the machine to begin dealing each board.

20. What should I do if I am getting actual card jams, with cards stuck and overlapping between the green rollers well above the plastic board?

This problem is rare, but sometimes happens with newer plastic cards until they get some use and get a little dirty, and it can also happen with any cards rarely. To solve the problem, try the following:

Make sure the feed roller and especially the green drive rollers are clean and in good condition. Clean the upper and lower rollers of each pair following the cleaning instructions on this web site. There should be no gap between the green rollers (i.e. both the bottom and top rollers should be turning when the motor is energized.) If there is a gap then the rollers are worn out, and you should contact a Service Center to send your machine for service.
Check if the lighting around the machine has changed. Is the machine being used near a bright window or bright direct lighting? Too much light can confuse the optics and cause similar problems.
Check if anything else has changed. Was the machine dropped or significantly bumped? This might have caused the card feed gap to get too large, allowing more than one card to feed into the machine at a time. Either way, check that the card feed gap is sized to let just one card through, and is tight enough that two cards can’t get in at the same time. Please refer to the manual for instructions on setting the card feed gap, or contact a Service Center to send your machine for service.
You may also try navigating to the Maintenance screen, and check the box on the lower right that says ‘Enable Slow Dealing’, and then click ‘Save Parameters’. This will add about two seconds to each deal but can sometimes help with this problem, especially when dealing newer plastic cards.
If the card jam problem only happens about once per board set, and you are using plastic cards (especially newer ones), this is fairly typical operation and should get better as the cards get some use and the initial static electricity of the cards reduces.

If none of the above resolves the problem, contact a Service Center to send your machine for service.

21. I am using 2018 or newer plastic ACBL cards from Baron Barclay and am getting some errors like Duplicate Card error, Card Recognition error, or Error 61, “Card Does Not Belong To Selected National Settings”. How do I solve this?

These errors seem to occur due to the size of the suit and symbols on these cards, especially with the queens. We have seen it most often with the queen of spades. The solution is to change some of the card recognition parameters on the maintenance screen in the Dealer4 operating program. On the right side of the maintenance screen, find the boxes that contain X and Y values for Suit and Symbol, Min and Max. Change the value for Symbol Y Max to 96, and change the value for Suit Y Max to 76, then click Save Parameters at the bottom right of the page. This should solve the problem.

22. I am getting the error “Card Does Not Belong to Selected National Settings”. What should I do?

The most common cause of this error is that the setting for “National Settings” has been inadvertently changed on the “Deal” screen. Check that “National Settings” is set to “Standard (AKQJ)”. Also check that the settings for “Card Index”, “Card Type”, and “Card Font” are correct for the cards that are being dealt (usually Standard and Normal). If these steps don’t work, it is possible that the camera lens is scratched or dirty, or that the type of cards being dealt has changed and “Auto Setup” needs to be performed. Also see the separate FAQ pertaining to new 2018 and newer plastic ACBL cards from Baron Barclay.

23. I am getting error messages like “Extra Card in North” or “Card Did Not Go to West”. What’s the solution?

The first thing to check is if the reported error is accurate or not. Is there really an Extra Card in North (or whichever pocket), or does the North hand actually have the correct cards? If the cards are really where they belong, then the problem is usually that the photo sensors are dirty and the machine can’t tell where the cards have gone. Clean the 5 sets of photo sensors next to the green rollers and these problems should go away.

These errors can also appear due to operating the machine near a bright light or a bright outside window, because this can confuse the optical photo sensors. If your area seems very bright, try operating the machine under more dim lighting conditions, or just place a cloth or paper or something over the plastic top cover.

Another possible cause is using the wrong power supply, so there is insufficient voltage powering the Dealer4 machine. On the Maintenance Screen, lower left, check that the Supply Voltage is in the range 18.8 – 19.2 volts. If not, you are using the wrong power supply. If you no longer have the correct Dealer4 power supply, contact your nearest Service Center to order this part.

If cards really are going to the wrong pockets, then try the following steps:

Confirm that all sets of upper and lower green rollers are clean
Make sure the green rollers, especially the 1st pair (rightmost), are not worn out. Turn the top roller by hand and make sure the bottom roller turns along with it. If it does not, then the rollers are worn out and the machine needs service.
Confirm that the Card Width Adjustment, i.e. the black knob on the front of the machine, is not set too tight against the cards, causing resistance that makes it difficult for the cards to feed. Adjust the knob so there is a small (1/16″) clearance between the card stack and the walls of the hopper, so the cards are free to move. Turn the knob CLOCKWISE to increase the clearance.
Check that the wire gates have not gotten bent out of position, either too high or too low, which sometimes happens from contact during cleaning. See p.32 of the Maintenance Adjusting and Cleaning manual v.1.1. These gates can be adjusted back into position. Gently operate the wire gates up and down using your finger, in case a gate is stuck and needs to be un-stuck.
One of the solenoids that controls the wire gates could be failing. On the left side of the Maintenance screen, click and unclick the check boxes for Gate 1, Gate 2, Gate 3, and see that the wire gates move crisply up and down. If the gates move slowly or make a mushy sound instead of a crisp click, then a solenoid could be failing or dirty. If this is the problem, the machine will need to be sent for service.
Rarely, the problem could be a failing motor or similar problem. Test this by going to the Maintenance screen (left side), click the check box for Motors On, and note the speed of Motors 1,2,3,4. All should be in the range of 146-150 RPM. With two decks in the card hopper, click the Feed Card button several times – the motor speeds should remain in the 146-150 range. Also check the Photo times for Photos 1,2,3,4,5 while doing this Feed Card test. All Photo times for Photos 2,3,4,5 should be in the range of 45-55 msecs. The Photo times for Photo 1 should be 60-70 if your machine has a single long feed roller, and 70-80 if it has two short feed rollers. If the times are higher than this, first double check that all photo sensors are really clean and repeat the Feed Card test. If the Photo times higher than the desired range persist, then the machine likely needs to be sent in for service.

24. Why do I get the error message “Board Set Not Empty” when I try to deal? This message appears when the Read menu is incorrectly selected instead of the Deal menu. Exit the Read menu and select the Deal menu instead.

25. Why do I get “Run Time Error 6” and similar errors? This error may occur infrequently when performing the Auto Setup process, or on entering Maintenance mode, and no corrective action is required. Just try the Auto Setup again and it should work, though the error may occur more than once, and may close the Dealer4 program, requiring you to restart it. Dealer4 Technical Support is working to determine the cause and a solution.

More troublesome, and more rare, are recurring errors of this type when entering the Deal or Maintenance screen, preventing any machine operation. The error may also produce strange numbers in ‘boards dealt” and error numbers, which result from corrupted FRAM memory on the main circuit board. The corruption of FRAM can happen if the machine is disconnected from power during operation, or from some other software problem. The corrupted FRAM can be fixed by following these instructions below:

– Please download FRAM.exe program from www.dealer4.com/Updates/FRAM_1v1.exe

– Program has to be run on computer where standard Dealer4 software is installed.

– Please connect machine to power and to the computer and run FRAM.exe (Standard Dealer4.exe program must not be run).

– Click on “FRAM read”.

– FRAM.txt file will be created in the C:\Dealer4_Data directory. Please send it to Chris Szarek at Dealer4 Technical Support – chris@esd.com.au

– Chris will analyze it and correct it – then will send to you file FRAM_fix.txt – you need to save it in the C:\Dealer4_Data directory.

– Then start FRAM.exe program again (with machine connected) and click on “FRAM FIX” – your machine memory will be fixed.

26. Why do I have problems using my Dealer4+ machine to deal from a flash drive? You may get Error 551 message which usually means that the directory path is too long – the full path including all folder and subfolder names cannot be longer then 256 characters. For example path C:\My Documents\PROJECT\AD1212\Sample\testp\screens.pbn has 56 characters. Error 551 also can sometimes appear when the memory stick has an unsupported format. Supported formats are FAT16 or FAT32 with sector size 512 bytes. Rarely if you remove a USB drive and insert a different USB drive, it is recognized by Dealer4, but Dealer4 cannot access it. However, if you then shut down the machine, replace the USB drive, then turn it back on, it all works fine.

27. My new plastic open-up boards are very hard to insert – too tight. What to do? This can happen if you have purchased new plastic open-up duplicate boards that are slightly thicker than standard, and for some other reasons. First, check where the boards are too tight — when you first start to insert the board, or just for the last bit when the board is mostly inserted, or just on the right, or on the left. 1) If the board becomes tight and hard to insert just for the last bit when the board is mostly inserted, then the problem is thick boards and a simple adjustment is needed. Get a 3mm allen wrench and adjust the rear board adjust knob as shown on pages 30-31 of the Maintenance Adjusting and Cleaning manual (get this manual from dealer4.com, Support tab, Manuals). 2) If the board is tight elsewhere, perhaps your dealing machine got bumped or dropped and damaged. From the front, look carefully at the two front legs and see if they are both vertical and parallel. If not, the machine may have gotten damaged and the right or left metal bracket is bent, causing the board gap to close and become too tight. This type of problem cannot be corrected by the customer and must be fixed at an authorized service center.

28. I am having trouble getting the Software and USB drivers installed on my Windows PC. When you are installing the Dealer4 software and connecting the Dealer4 to your PC for the first time, it is important to follow the software installation instructions.

Navigate your web browser to Dealer4.com, Support tab, Software, and download and follow the installation instructions that apply to you, e.g. Dealer4 PC Software Installation for Windows 10 (Note this also applies to Windows 11 and later versions).

The sequence of steps is important —
– Do NOT connect the Dealer4 to your PC yet
– Download and install the PC software
– Do NOT run the Dealer4 program yet
– Connect the Dealer4 machine power supply cable to wall power, and the USB cable to your PC
– Give Windows a moment to find and install the USB drivers
– Run the Dealer4 program by clicking the icon on your desktop
– Navigate to the Maintenance menu, and click Maintenance, and the LED light on the front of the Dealer4 should come on briefly, and the Dealer4 settings screen will be displayed. This indicates your Dealer4 is connected properly.

If you get a USB connection error, such as “Error 12.0 (USB driver not installed)”, you should then follow the steps in the Installation Instructions for Manual USB Driver Installation (Chapter 6). Select the folder on your PC that contains the USB driver files which is usually this one C:\Program Files (x86)\Dealer4 and select ‘Include Subfolders’. This should find and properly install the USB drivers.

Sometimes it is necessary to uninstall the Dealer4 Software and then reinstall it following the steps in the correct order. The same may be true for the USB drivers. Follow the steps in Chapter 5 of the installation instructions.

For Apple Mac computers, you can run the Dealer4 software — it is required to run the software under Windows using, for example, Parallels. At present, only Apple computers based on Intel processors can operate the Dealer4 machine via the USB connection. The newest Apple laptops that use ARM-based processors M1-M4 (e.g. Macbook Air, some Macbook Pros, etc.) cannot connect to and operate the Dealer4 machine. To use these newer Apple laptops, you would need the Dealer4+ model dealing machine, and you would prepare the dealing data files using the Dealer4 software and then transfer the data files to the Dealer4+ using the flash drive.