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Troubleshoot the EMV Reader for the Web

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Donna J
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Note

This article is for EMV reader users in the United States. For international customers, see articles for the WisePad 3 Mobile or the WisePOS E.

The credit card reader is not supported on Chromebook.

Related article: Troubleshooting EMV Reader on a Mobile Device

To troubleshoot an EMV reader if it's not connecting to a computer, try to go through the following steps:

Windows Troubleshooting

Basic Troubleshooting for Windows

  1. From your home screen, open the Start menu in the bottom left, then navigate to Settings → Bluetooth and Devices.

    Check the back of the device for a serial number. EMV Reader has CHB as the first three digits of the serial number. If the EMV's serial number is visible, proceed to steps 2 and 3. If it isn't, skip to step 4.

  2. Open the Hidden Icons menu and check if the Vagaro Pro Utility is running. If it's not displaying, search for "Vagaro Pro" on your computer and open the Vagaro Pro Utility. If it still does not appear, contact Vagaro support.

    hidden_icons_web_2x.png

  3. Log in to Vagaro.com and navigate to the Checkout screen. Click Connect in the bottom-right corner. If you are still prompted to download the utility, contact Vagaro support.

  4. Reset the reader to factory settings by inserting a thin object (like a paperclip) into the pinhole next to the charging port of the device.

    • When resetting the device, hold the paperclip down, then release. Afterward, the device has been successfully reset when it blinks Red, Green, and Blue.

  5. Use a different USB cable, then check if your device displays in Bluetooth and Devices. Follow steps 3 and 4 if the device is visible.

Uninstall the Vagaro Pro Utility

Reboot the computer, then uninstall and reinstall the Vagaro Pro Utility Application.

  1. To uninstall the application on a Windows Computer, enter Vagaro Pro in the search panel at the bottom of the screen on your computer.

    1.png

  2. Find the app. Right-click it. Then select Uninstall. This takes you to the Programs and Features page, which you can also access from the Control Panel.

    2.png

  3. Find the Vagaro Pro Utility App on the Programs and Features page. Right-click it. Then select Uninstall.

    3.png

Note

You may need to use a Windows Administrator account for this to work.

To reinstall the app, go through the same steps you went through when connecting the reader to the computer. Click this link for more information: Using the EMV Reader with a Mac or Windows Computer.

Mac Troubleshooting

Basic Instructions for Mac

  1. Check that the reader is connected to your computer. Click the Apple icon in the top-left corner, then navigate to About this Device → System Report → Hardware → USB.

    Check the back of the device for a serial number. EMV Reader has CHB as the first three digits of the serial number. If the reader displays, continue to step 2. If it does not, skip to step 4

  2. Check the System Tray in the top-right corner to see if the Vagaro Pro Utility is running. If it's not displaying, search for "Vagaro Pro" on your computer and open the Vagaro Pro Utility. If it still does not appear, contact Vagaro support.

    system_tray_web_2x.png

  3. Log in to Vagaro.com and navigate to the Checkout screen. Click Connect in the bottom-right corner. If you are still prompted to download the utility, contact Vagaro support.

  4. If you are using an EMV Dock or Dock+, try connecting the reader without the dock.

  5. Try plugging the reader into a different USB port on your computer/hub.

  6. Reset the reader to factory settings by inserting a thin object (like a paperclip) into the pinhole next to the charging port of the device. Follow steps 1-3 again, if you are still having trouble with your reader not displaying in settings, please contact Vagaro support.

    • When resetting the device, hold the paperclip down, then release. Afterward, the device has been successfully reset when it blinks Red, Green, and Blue.

  7. Uninstall and reinstall the Vagaro Pro Utility (make sure the app is not currently running before uninstalling it.)

Uninstall the Vagaro Pro Utility

  1. Find the Vagaro Pro Utility Application in the Applications file on your computer, and right-click it.

    Before uninstalling the app, try quitting it first. To do this, press CMD+Q when the utility app is open.

    1_1.png

  2. Select Move to Trash.

    2_1.png

  3. Click Use Password....

    4.png

  4. Click Empty.

    5.png

  5. Click Empty Trash.

    7.png

To reinstall the app, go through the same steps you went through when connecting the reader to the computer. Click this link for more information: Using the EMV Reader with a Mac or Windows Computer.

Error Message - Cannot Check for Malicious Software

MAC_ERROR_MESSAGE_SS_2x.png

If you receive this error message while trying to update the firmware of your EMV reader, follow the steps below.

  1. Run the Vagaro Pro Utility app. Once you see the Error Message, dismiss it by clicking Cancel.

    MAC_ERROR_SS_Extra_2x.png
    MAC_Error_SS_1_2x.png

  2. Open the System Preferences app and click Security & Privacy preference.

    MAC_Error_SS_2_2x.png
    MAC_Error_SS_3_2x.png

  3. On the General tab, you will see an option to open the app. Click the padlock icon and enter your admin password.

    MAC_Error_SS_4_2x.png
    MAC_Error_SS_5_2x.png

  4. Click the Open Anyway button. Another Error Message will appear.

    MAC_Error_SS_6_2x.png

  5. On the Error Prompt, select Open. The app will now open and run.

    MAC_Error_SS_7_2x.png

Card Error Screens and EMV Status Colors

EMV Reader Status Colors

As you're using your reader, you'll see multiple status lights on the device. Here's what they all mean:

  • Solid Blue - Connected to a device

  • Flashing Blue - Ready to Pair

  • Solid Red - Reader is Charging

  • Flashing Red - Low Battery

  • Flashing Red and Pink - Device is charging and ready to pair

  • Flashing Red, Green, and Blue - Device is powering up.

Other Statuses

  • First LED flashing light - the device is connecting with the POS terminal

  • 4 LEDs in consecutive order - the credit card was read successfully

  • One "Beep" sound - the transaction has been completed

  • Two "Beep" sounds - there was an error

Card Error Screens

See below for some of the most common error screens you may see when processing customer credit cards:

  1. Error: "Please insert the chip card instead of swiping it."

    swipe_web_2x.png

    A chip card was swiped instead of dipped (inserted). Ask the customer to dip (insert) their card.

  2. Error: "Try swiping again."

    reverse_web_2x.png

    The customer swiped their card too fast. Ask the customer to slowly swipe their card.

  3. Error: "No chip found. Please try swiping your card."

    swiped_fast_web_2x.png

    The customer's card was dipped (inserted) in reverse, or the customer does not have a chip card. Ask the customer to check their card and try again.

  4. Error: "No card. Please try again." and "ICC_Card_Removed"

    pulled_quick_web_2x.png
    pulled_quick2_web_2x.png

    The customer's card was dipped (inserted) and pulled out too quickly. Ask the customer to dip (insert) their card until the transaction is completed.

  5. Error: "There is some problem while reading credit card number. Please try again."

    error.png

    This error can occur when a customer's card is dirty, or your business is having an issue with its merchant account. If you get this error with multiple cards, please contact support.

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