Troubleshooting: Card Reader Disconnected (Orange Dot)

If the connector indicator dot in the upper right corner is orange, then the Rectangle Health Windows Agent (the software that connects to a card reader) is installed and running, but unable to connect to the card reader. To resolve the card reader being disconnected:

1. Log out of Practice Management Bridge by clicking your username in the upper right corner and selecting Log Off.
2. Reboot the card reader by holding down the following two card reader buttons together simultaneously (this varies based on the card reader):
   Lane7000: The yellow arrow button and the button with the # symbol.
   iSC250: The yellow clear button ( < Clear ) and the dash button ( – ).
3. When the card reader says “rebooting” on the screen, release the buttons.
4. Wait for the Ingenico card reader to display a “closed” message again.
   The “closed” message may vary. It could say:
   • This Lane Closed
   • Sorry, Lane Closed
   • Terminal Closed
5. Open and log in to Practice Management Bridge.
6. Wait 30 seconds—the connector indicator dot should turn green, and the Ingenico card reader should be ready to use.

1. Log out of Practice Management Bridge by clicking your username in the upper right corner and selecting Log Off.
2. Unplug the Ingenico card reader’s USB from the computer.
3. Inspect the USB cable for damage.
   If the cable is damaged, please call Technical Support at 800-337-3630 (option 4).
4. Plug the USB cable back into the PC (if available, try a different USB port).
   Make sure that the Ingenico card reader is plugged directly into a USB port of the computer and that you are not using a USB hub.
5. Wait until the Ingenico card reader displays a “closed” message again.
6. Open and log in to Practice Management Bridge.
7. Wait 30 seconds—the connector indicator dot should turn green, and the Ingenico card reader should be ready to use.

If the issue persists after following the above steps:

1. Log out of Practice Management Bridge by clicking your username in the upper right corner and selecting Log Off.
2. Restart your computer by clicking Start > Power > Restart.
3. Open and log in to Practice Management Bridge.
4. Wait 30 seconds—the connector indicator dot should turn green, and the Ingenico card reader should be ready to use.

If these steps did not resolve the issue, you can use our Help Center’s Chat with us button or chat icon, or contact Technical Support at 800-337-3630 (option 4) for further assistance.