How Do I Troubleshoot An Unresponsive Card Reader?

iPad General guidelines: To address an unresponsive card reader on the iPad/vault units first make sure the unit is fully charged.

1. Open and log into POS vault
2. Test chip reader to start tab. If the first card is unresponsive try another brand credit card. (visa, MC, Amex, discover)
3. If one brand is not working and the others are it more than likely is the EMV/capk files. To address that please contact SmartTAB for a Magtek app update
4. If none of the cards work then we need to open up the vault case.
5. Power off the iPad
6. Remove back screws from the vault case and make sure the power micro c is plugged into the chip reader.
7. If micro c is plugged in then make sure the lightning port is stable (piece that actually attaches to the iPad)

Station General guidelines: To address an unresponsive card reader on the station first make sure the station is plugged into power.

1. Open and log into the POS 

2. Check if the chip reader has the green light turned on

   

3. If the Green Light is on:
   1. Test chip reader to start tab. If the first card is unresponsive try another brand credit card. (Visa, MC, Amex, Disc)
   2. If one brand is not working please reference “flash Magtek stations”.
   3. Power off the station, wait 30 sec and power the station back on
   4. Test the card reader again
   5. If the cards are continuing to not work, continue to troubleshoot
4. If the Green light is not turned on:
   1. Open the port under the station by removing the one screw. 

   2. Check to see that the chip reader USB is plugged into the proper 3.0 USB port under the station

      

      The chip reader MUST be plugged into a USB port labeled 3.0

   3. Reseat the cable to ensure it is plugged in properly

   4. Make sure the other end of the micro USB c is plugged into the chip reader directly

      

   5. Reseat the cable to ensure it is plugged in properly
   6. If plugged in and no green light appears on the chip reader it may be fixed by replacing the micro USB c cord on the station
   7. Restart the station
   8. Log in and try a card again
5. Try swapping the USB cord from another station
   1. If this resolves the issue, replace the USB cord for the card reader
6. Try using the card reader from another station
   1. If the USB Cord will reach (you may have to move a station) you can unplug the working card reader from the station, and plug it into the non-working station to test
   2. If the USB will not reach you will need to swap the chip reader by removing the 2 screws from behind the working chip reader and plugging into the non-working station
   3. Restart the station
   4. Log in and try a card again
   5. If this resolves the issue, replace the the card reader