Reader Troubleshooting

Click Here to view a video on Cleaning the Reader (1 minute 29 seconds).

Incorrect Read / Playslips or Tickets not Ejecting / Exception Thrown Error

  1. Verify if there is an error displayed on the top left hand corner of the screen.
    • If it displays SKEW error, ensure the play slip is correctly inserted horizontally or vertically.

  1. Open the reader door by pressing the silver latch on top of terminal, where play slips are inserted, and then pull the screen forward.  Then, press the green latch down and pull the internal reader door forward.

  2. Clean the reader lens located on the inside of the internal reader door.  The lens looks like a glass plate, about one inch wide, and 4-6 inches long.

    • Use alcohol or non-ammonia based glass cleaner on dry cloth or paper towel and wipe the lens in one direction.

    • Never use a dry cloth.

  1. Wipe the reader rollers with a soft, dry cloth (paper towels are fine).

  2. Close both reader doors.

  3. Power reset the terminal using one of the following methods:

    • Hold the power button on top right of the terminal display for 8 seconds, then press once to restart.

    • Toggle the ON/OFF switch located on the back of the terminal.

    • Unplug the power cord from wall for 10 seconds and then plug it back in.

Constant Reset / No Response / Noisy / Runs Constantly

  1. Open the reader door.

  2. Check for any jams and remove if necessary.

  3. Check for dust or debris in the holes on the inside of the reader door.

    • Use a can of compressed air to remove any debris or dust.

    • Do not use a towel or rag (wet or dry) to attempt to clean rollers/sensors, or the reader may become damaged.

  1. Close both reader doors.

  2. Power reset the terminal using one of the following methods:

    • Hold the power button on top right of the terminal display for 8 seconds, then press once to restart.

    • Toggle the ON/OFF switch located on the back of the terminal.

    • Unplug the power cord from wall for 10 seconds and then plug it back in.

  1. Test the reader using a play slip.

Jammed

  1. Open the reader door.

  2. Remove jammed media and inspect for any dirt or debris.

  3. Close the reader door and try a play slip again.

Reader Initializing Error

This error may occur after the reader door was opened and has not been securely closed.

  1.  Press the top left and right corners of the playslip reader door to make sure they are fully seated.

  2. Wait a minute or two for the reader to finish initializing.

    • If error message still occurs - Power reset the terminal using one of the following methods:

      • Hold the power button on top right of the terminal display for 8 seconds, then press once to restart.

      • Toggle the ON/OFF switch located on the back of the terminal.

      • Unplug the power cord from wall for 10 seconds and then plug it back in.

 

Contact Brightstar for help or additional troubleshooting:

  • Select the chat icon in the bottom right corner of this screen and type in Hello to get started.

OR

  • Call the Hotline at 1-800-729-4832. 

Frequently Used (Top 10)