Manager Card Troubleshooting
If there is a manager is having issues with their card, there are some steps that can be taken to determine where the issue lies.
An issue can occur where when the manager card is swiped, the terminal screensaver appears again instead of the manager menu that would normally appear.
Make sure when you are testing the card swipe that the card is facing the correct way.
Verify 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)
Use NotePad
Open NotePad via the windows search bar or through C:\Windows\System32\notepad.exe
While notepad is open, make sure you have clicked / tapped inside the notepad window, then swipe the manager card.
Make note of what it is reading. It should display just 1 number, the manager card number that we saw in the first step.
If it is displaying multiple numbers, navigate to the next step with MatrixMaker.
If the card reader is not beeping and it usually does, and there is still no text displaying on notepad, it means the card 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.
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.
If All Else Fails
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.
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