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Quick Reference Guide – Payment Devices

Troubleshooting Steps

1. Device Power Supply: If the device requires a dedicated power supply

connection, make sure that the power cord is properly plugged into the device and

the wall socket.

2. Computer Connection: Make sure that the device is securely plugged into the

correct port on the computer that will be used to access the payment transaction

pages.

3. Device Indicator (LED) Status: Make sure that after the device is plugged in and

connected to the computer the indicator light or lights on the device are displaying

the correct status according to the manufacturer’s documentation

4. Device Driver Installation: Make sure that the correct device driver has been

installed on the computer connected to the device. See the device driver

installation section earlier in this guide for more information.

5. Web Browser Configuration [SEE APPENDIX FOR MORE INFORMATION]:

Any modern web browser will work for payment transactions, but it must be a 32-

bit version. InstaMed recommends using Microsoft Internet Explorer web

browser and for the sake of this guide assumes that is the browser being used.

The browser must be correctly configured with respect to Java, Security, and

Active X controls in order to properly communicate with the payment devices.

Following the detailed troubleshooting steps in the Appendix for more specific

information.

6. Device Configuration: Make sure that the device has been properly configured

on InstaMed Online. See the section on configuration earlier in this guide. If you

are not using InstaMed Online, contact your payment product provider’s customer

support to confirm that the device is able to accurately send information to the

payment product.

7. Card/Check processing: Test the device’s ability to swipe a card or scan a check

within InstaMed Online. See the Device Testing section earlier in this guide to

confirm whether the portal is accurately reading the card swiped or check

scanned.

8. Java Update [SEE APPENDIX FOR MORE INFORMATION]: Make sure that the

latest version of Java is running on the computer that the device is connected to.

9. Device Manufacturer Documentation: Please contact the manufacturer directly

for specific information about operating status and troubleshooting issues not

addressed in this guide.

Manufacturer Website

MagTek

DYNAMAG

IPAD/DYNAPRO

uDYNAMO

Excella

ImageSafe

http://www.magtek.com/

RDM

RDM EC6000 series

RDM EC7000 series

http://www.rdmcorp.com/

Panini

Vision X

http://www.panini.com/

10. Contact Customer Service: For more help on troubleshooting your device,

please contact Customer Service through the contact information provided in the

Help section of your provider portal.