What Information Helps to Efficiently Troubleshoot a SREDKey Reader?
The SREDKey won't process a payment transaction correctly. When swiping a financial card (such as credit card or debit card) or entering the card data manually using the keypad, an error message pops up in the POS app (for example, “Invalid Card”). What information does a customer need to provide to troubleshoot the device?
A: Please submit a tech support request by email to our support portal (support@idtechproducts.com) and include the information listed below. You will receive a reply with a case number (TS-xxxx ) right away. Our support agents will respond back to your request via email(s) or phone call(s) as needed to work with you on a timely basis.
- The name of the POS app and the payment processor, the KSI for the key injected (which usually can be found from the key label on the bottom of the device); an image of the bottom of this device will be helpful.
- The response to the 32 command obtained from our SREDKey Demo from a known working SREDKey (if available) so we can tell what configuration settings it requires it to work with the app and the payment processor.
- The response to the 32 command obtained from our SREDKey Demo from the malfunctioning unit so we can find the configuration setting differences between the working and malfunctioning units.
- The encrypted MSR output and/or manual key entry output obtained from the malfunctioning unit in our SREDKey Demo, depending on where the problem resides, so we can check the data integrity.
- A known working device's output from MSR and/or manual key entry in our SREDKey Demo for data comparison and to confirm the correct KSI.