Troubleshooting the ;E? Error Message When Connecting a Card

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When trying to assign a card to a patient, sometimes a strange response shows up after swiping that looks like this: ;E?. This is an error message indicating that the swipe failed. 

Damaged Magnetic Strip (common)

The magnetic strip on the back of the card uses the same encoding technology as your credit card and driver's license. Sometimes this strip may get damaged and will not swipe. The damage can be caused by:

  1. Being placed near a strong magnet or magnetic source 
  2. Scratches due to mishandling 
  3. Sun exposure 
  4. ... anything that may alter the physical landscape of the strip itself. 
 



Malfunctioning Card Swiper (uncommon)

In some instances, the card swiper itself is damaged. A simple way to test this is to swipe another card to see if it works. If it does, the swiper itself is not at fault and it's most likely the card. 

What To Do?

  • If one card is bad, you may discard it. It may simply just be a bad card that was somehow damaged.
  • If multiple cards are damaged, you may collect them and send them to PracticeGenius and we'll gladly test and/or replace the cards for you.
  • If all your cards are showing this error, addtional troubleshooting will be required. Please immediately call our technical support line at 800.560.1469
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