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Troubleshoot Card Swiper Issues

Troubleshooting Card Swiper on a PC

If your USB Magtek card reader isn't working on your PC, there are a few things that you can try to get it working quickly.

Is the Magtek card reader functional?

The first thing is to make sure that your Magtek card reader is working properly as a keyboard device. Try this: connect your USB swiper to your computer, then open up a text editor like notepad or Word.  Next, make sure that the cursor is somewhere in your text document and then swipe a credit card through your card swiper. You should see a bunch of letters and numbers get entered onto the page which represent all of the information on the magnetic stripe.  If you don't see this, then the card swiper itself isn't working.  In that case, you should reach out to the merchant that sold it to you or the equipment manufacturer for help repairing or replacing the faulty equipment.

Settings in your web browser could be causing this issue.

If we can establish that the card swiper is functioning mechanically, then the most likely culprit is a conflicting setting or add-on in your web browser.  The quickest way to test this is by downloading a brand new browser.  It can take hours to go through and test all the settings & add-ons in your browser to see which one is causing the issue so we don't recommend going that route.  If you are currently using Firefox and have never used Chrome, download Chrome and test swiping a card into ZP through it.  

Issue still not resolved?

Most card swiper issues are solved following the troubleshooting above.  If you still can't get your card swiper to work, please reach out to our service desk so they can give you one on one help.  Here are the best ways to contact them:

Zen Planner Support 
Call:  866-541-3570 (M-F, 7a-4p MST)
Email:  help@zenplanner.com 

 

Troubleshooting Card Swiper on a Mac

If your USB Magtek card reader isn't working on your Mac, there are a few things that you can try to get it working quickly.

Was the card swiper set up properly?

If your Mac configuration of hardware & operating system doesn't have plug 'n play support for your cardswiper you may need to reach out to Apple Support or the support desk of the cardswiper manufacturer.

Is the Magtek card reader still not functional?

Let's make sure that your Magtek card reader is working properly as a keyboard device. Try this: connect your USB swiper to your computer, then open up a text editor like notepad or Word.  Next, make sure that the cursor is somewhere in your text document and then swipe a credit card through your card swiper. You should see a bunch of letters and numbers get entered onto the page which represent all of the information on the magnetic stripe.  If you don't see this, then the card swiper itself isn't working.  In that case, you should reach out to the merchant that sold it to you or the equipment manufacturer for help repairing or replacing the faulty equipment.

Settings in your web browser could be causing this issue.

If we can establish that the card swiper is functioning mechanically, then the most likely culprit is a conflicting setting or add-on in your web browser.  The quickest way to test this is by downloading a brand new browser.  It can take hours to go through and test all the settings & add-ons in your browser to see which one is causing the issue so we don't recommend going that route.  If you are currently using Firefox and have never used Chrome, download Chrome and test swiping a card into ZP through it.  

Issue still not resolved?

Most card swiper issues are solved following the troubleshooting above.  If you still can't get your card swiper to work, please reach out to our service desk so they can give you one on one help.  Here are the best ways to contact them:

Zen Planner Support 
Call:  866-541-3570 (M-F, 7a-4p MST)
Email:  help@zenplanner.com 

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