Credit card machine issue

[drcavola]

Hello,

We are having an issue with one of our credit card machine terminals.  We called TransFirst, or Global something or another last week.  And, of course, they said it's a Softdent issue.  We called electronic services, and ... of course, they said it's their problem.

Meantime, we have our main machine that errors our when using a credit card with a magnetic chip (say, for instance, an HSA card) ...

A quick workaround would be to switch one of our other machines to this computer and disconnect the bad reader.  However, each reader has been customized to each workstation.

Could use some help here ... thanks.

[paul_snyder]

Hello Dr. Cavola, 
So sorry to hear that you are having challenges with your card reader.  I will have a rep from our eServices escalations team reach out on Tuesday morning.  We appreciate your patience.   

[drcavola]

Thanks Paul. I let my admin team know.

[drcavola]

OK Paul, yes, Bret called this morning.  Yes, he "tested" it and it is connected.  However, he should have asked more questions as "connection" is not the issue.  The issue is the magnetic strip scanner ... it causes an error message.  The issue comes about during patients using their HSA cards that don't have a chip.  

We know how to check if the machine is connected, thanks.  

May we try that again?

[paul_snyder]

Dr. Cavola, 
Do you have more than one credit card reader in your office?  If so, does this problem limited to a single card reader, or does it happen on all of them?  

[drcavola]

Yes, and yes.  The issue causes the machine reader to hang, as well as the software, so we are able to go to a different admin workstation to finish the transaction.  Thus, the discussion about the workaround for now.  That is, moving that backup reader to our check out workstation.  However, because of the initial setup, it seems to be much more of a complicated setup or re-setup, as opposed to physically moving one to another.

[paul_snyder]

Good Day Dr. Cavola, 
We are working with TSYS to determine what the cause may be.  On the surface it appears that there may be a malfunction on that specific Ingenico device, since these types of cards are able to swipe correctly on other devices.  Brett will be back in touch with your office shortly.  

We appreciate your patience as we work this out. 

[drcavola]

And thank you for your perseverance.  

[paul_snyder]

Dr. Cavola, 

Just received communication from TSYS and they are expediting a replacement Ingenico device to your practice today.  Brett will be happy to assist with the installation of the device, if needed. 

Again, we appreciate your patience.   

[drcavola]

Hello - 

We are having connectivity issues with our new machine again.  To the point that our Admin is avoiding using and going to another workstation.  That's annoying ...

Can we get a support check to look into the issue?  I disconnected the power supply yesterday to reboot the unit, but today it is still having issues, even though it is connected via software prompt.

Thx!

[tshaw]

Hi @drcavola, 

I apologize that your post was missed. Are you still having problems? If so, I'll get this reported so someone can reach out to your office. 

[drcavola]

yes, please. Call and ask for Wanda ... thank you!

[paul_snyder]

Dr. Cavola, 

I will have a technician reach out to Wanda this morning.  Thanks for your patience.