Premier - Troubleshooting Card Reader Connection Issues

Estimated time: 5 minutes

Role: Front Desk Staff, Site Managers, IT Support

What you'll learn

1. How to identify and resolve PDQ card reader connectivity issues on the Premier platform.
   
2. How to refresh your hardware connection to restore card reader communication.
   
3. How to verify PC Location configuration settings and clear browser cache.
   

When should I use this?

Use this guide when your PDQ card reader stops responding or fails to connect during a transaction on the Premier platform.

Key Logic: Card reader connectivity disruptions are typically caused by cached session data or improper PC Location settings. Refreshing your hardware connection re-establishes the bridge between the Premier software and the card reader terminal.  See more information here relating to Correcting PC Locations in Premier

Before you start

1. Confirm that the PDQ card reader is powered on and physically connected to your network or PC.
   
2. Ensure you know your assigned PC Location name within the Premier platform.
   
3. Verify that your account has access to view PC Location settings in User Manager.
   

Step-by-step

Option A: Clearing Browser Data & Verifying Location Settings

Step 1: Clear browser cookies and cache

Navigate to your browser's settings and clear all cookies and cached web data for all time to remove stale session files.

Step 2: Re-select the correct PC Location

Upon logging back in, ensure that you select the correct designated PC Location from the drop-down menu.

See more information here relating to Correcting PC Locations in Premier

Step 3: Review PC Location settings

Verify in User Manager or system settings that your selected PC Location has card reader functionality explicitly enabled.

Important Notice: If clearing cache and logging back in do not resolve the issue, the Journey Support Team can help re-establish your hardware connection and refresh it remotely.

Option B: Basic Connection Refresh

Step 1: Verify the card reader power and network

Check that the physical card reader device is turned on, properly plugged in, and connected to your local network.

Step 2: Log out and log back in

Log out of your current Premier session and log back in. This simple action refreshes your session parameters and helps re-establish hardware communication with the card reader.

Step 3: Test a transaction

Attempt to process a test transaction to confirm that the connection to the card reader has been restored.

Best practice

Verify PC Location at Startup: Always double-check that you select the correct PC Location during your initial morning login.

Maintain Clean Cache: Periodically clear your browser cache to prevent outdated session data from interfering with hardware terminals.

Report Persistent Issues: If card reader connectivity drops frequently, contact support to inspect the permanent hardware profile for your PC Location.

If you need a hand, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.

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