Manager Card / MSR Troubleshooting

Manager Card / MSR Troubleshooting

If there is a manager is having issues with their card or mag stripe reader (MSR), there a few short steps that can be taken to determine where the issue lies.

Make sure when you are testing the card swipe that the card is facing the correct way

(with the stripe facing towards the terminal)

Preface

- Generally, the practice for a broken MSR or USB card reader would just be replacing the unit itself. 

- A MSR or USB card reader essentially functions as a keyboard, inputting text (or in this case numbers) that it reads off what ever card is swiped.

This KB will mainly go over how to test to verify whether your reader is broken and will need replacement. 

*for resellers ONLY, there is one additional troubleshooting step at the very end of this article

Use NotePad

- Close out the terminal software through FOH manager menu using "terminate system" 

- Open NotePad via the windows search bar or through the file system C:\Windows\System32\notepad.exe

- While notepad is open, make sure you have clicked / tapped inside the notepad window, then swipe the manager card.

Determine Card Reader Functionality

- If the card reader is not beeping and it usually does, it means the card cannot be read

- If there is additionally still no text displaying on the notepad after the swipe, it means the card still cannot be read.

- If the card reader is beeping but no text appears, it can also indicate a faulty card.

- If it displays something that is not numbers (ex: E?) or gibberish, it means there is a possible error with the card or card reader.

To determine whether the issue is with the individual card or the reader, try to swipe multiple cards and see if readings or errors are consistent.

- Once you have determined whether the issue is with a card or the reader itself, you can contact onePOS sales or support to coordinate purchasing a replacement. 

- If you need alternative options or a temporary solution, see the section "Backup Plan."

Additional Info: Verify Manager Card Number

Firstly, open Manager Console and go to Employees > Modify Employees and select Edit for the manager in question.

In the General tab, note what is set in the box for "Card Num"

Make sure this number matches the number above the black bar on the back of the manager card that is trying to be used.

While you are checking this part of the card, make sure this strip has not been worn away significantly.

If it has, it may be time to get a new card.

You can re-assign a new card number in the same box of the first picture used in this article (under employees > modify employees, general tab, card num)

Backup Plan

If you cannot get a manager card to swipe and have no replacement cards or a reader is broken, there are still options.

- Managers can still sign in to any terminals with their sign on ID located in their employee profile that we located in the first step.

- All actions that require manager swipe card for approval can be changed to require manager ID number instead of card swipe.

This can be done through Setup > System Preferences > Hardware Devices

Selecting the terminal that the card reader is attached to and selecting Edit

And in the Sign In / Out tab, Uncheck  Force Scan Card.

With Force Scan Card unchecked, a manager will be able to input their Sign On ID anytime an action is taken that requires manager approval.

This setting is per terminal, meaning it will have to be changed on others too (in the same hardware devices menu and tab, but for that terminal) if that is how you want it to work on them.

**For Resellers Only:**

Verify Terminal Model

- If a card reader is not functioning at all, it could be due to incompatibility with the terminal model.

- This can typically occur with readers that are side mounted on the terminal and connected directly to the terminal motherboard (not USB).

A common issue with older terminals is that upon manager card swipe, they will show the manager menu for maybe less than a second and then go straight to the tables menu or order screen. If this is your issue, a likely solution is increasing the "MSR Wait Time" in MC>Setup>Hardware Devices>Terminal you're working with.

If all else fails, you may have to purchase an external MSR that is connected by USB. These can be purchased from onePOS and you can contact sales or support to purchase.

Using MatrixMaker (certain terminal models)

We can also use matrixmaker if a customer is saying manager cards are having issues. These issues include but are not limited to "not reading" or "reading multiple tracks."

This is the untility tool that HK560 and HK568 use programing the MSR reader. Other terminal brands use different untility tools.  

Hisense HK560 and HK568

MatrixMaker can be found via:

Local Disk > ProgramFilesx86 > Matrix Maker > Programmable Keyboard > MatrixMaker.exe

Upon opening up MatrixMaker, select "USB" then "OK"

Select Keyboard > Magstripe Card Reader Setting

Here you can check and uncheck the boxes on the left.

Typically manager cards are read on track 2/3 and not 1, so in some instances you may have to uncheck 'track 1.'

Note you can also enable / disable the beeping feature

Once you have made changes, select update and then OK. Keep testing with the card to see what changes you are making until you have it so that the card is just outputting the one line with the proper manager number on it.

Remember that changes made on MatrixMaker are per terminal and need to be adjusted on other terminals if they are having the same issue.

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