Troubleshooting the EMV Reader

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.

Related articles:

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

Here are some other troubleshooting tips:

Card Error Screens

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

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

A chip card was swiped instead of dipped (inserted). Ask the customer to dip (insert) their card.
Error: "Try swiping again."

The customer swiped their card too fast. Ask the customer to slowly swipe their card.
Error: "No chip found. Please try swiping your card."

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

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

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.

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

To uninstall the application on a Windows Computer, enter Vagaro Pro in the search panel at the bottom of the screen on your computer.
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.
Find the Vagaro Pro Utility App on the Programs and Features page. Right-click it. Then select Uninstall.

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.

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.
Select Move to Trash.
Click Use Password....
Click Empty.
Click Empty Trash.

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.

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

Run the Vagaro Pro Utility app. Once you see the Error Message, dismiss it by clicking Cancel.
Open the System Preferences app and click Security & Privacy preference.
On the General tab, you will see an option to open the app. Click the padlock icon and enter your admin password.
Click the Open Anyway button. Another Error Message will appear.
On the Error Prompt, select Open. The app will now open and run.