A can of compressed air is the first step. This is used to clean dust from the environment that collects in the Reader/Writer's transport. To clean the transport, liberally spray the air across it's full length, holding the can upright to prevent moisture from entering the Reader/Writer. The cleaning frequency will depend upon the use and the environment where each Reader/Writer is located.

It is recommended that the transport be cleaned at least once a week.

The next step is troubleshooting.

1. Check all connections to the Reader/Writer and PC. Also make sure that the power cord is properly attached.
2. Check power. Turn Reader/Writer off; wait 5 seconds and power unit back on. When Reader/Writer powers back up, you should see a "welcome" message on the display for three seconds.
3. Check the card. At times, an HCS Health Card may become damaged and unreadable. Try to read the card in a known working device. If the card can not be read, place it aside and try to read a new card.
4. Try the malfunctioning Reader/Writer at a known good station. If the problem does not re-accrue then the problem is not with the Reader/Writer but the station where it was located.

If there is no resolution then gather the following information and contact Technical Support.

1. Symptoms of the problem.
2. When does the problem occur?
3. When was the problem discovered?
4. Reader/Writer serial number. (Located on the bottom of the unit)

Call Health Card Solutions' Technical Service at (651) 433-8199. A technician will assist in diagnosing the problem. If the Reader/Writer needs to be sent in back for professional cleaning, the technician will give you shipping instructions.

Ship the Reader/Writer in a static shield bag, insert it between the original foam ends, and place it in the original shipping box. Use second day air service when shipping to avoid damage.