Kiosk Troubleshooting

Self-service kiosks provide a fast and efficient way for event attendees to purchase tickets. These kiosks allow users to browse event options, select their tickets, and complete transactions using credit cards. In this article, you will find troubleshooting steps that can help you with issues that you may run across with your Kiosk.

If you do not find the information you are looking for in this article, please use the orange "Help" button on the bottom right corner of the page to use our Chat, email us at support@saffire.com, or call 512-430-1123.

Card Reader Not Appearing in the Kiosk Dropdown

  • Make sure the MagTek PED is securely plugged in using the yellow hub cable. Once completed, restart the computer.
  • If reconnecting the device doesn't work, reinstall the MagTek Powder Utility (used for payment processing). See our Installation Guide for instructions.

Card Reader not Completing Transactions

If the card reader connected to the kiosk is being found, but will not successfully complete a transaction, contact Saffire support using the orange "Help" button below to have us check your payment gateway settings.

Monitor not connecting

Bypass the hub: Disconnect the cable from the hub and have the blue cable be connected directly between the monitor and the kiosk computer.

Tampered Device Message on Card Reader

Condensation or environmental conditions can trigger a "tampered" message on the Dynaflex II PED:

  • Unplug and Wait: Unplug the device, wait, and then reconnect. Sometimes, the error resolves after a brief rest.
  • Protect Devices Overnight: Always cover or bring devices inside to avoid exposure to elements.
  • Persistent Tampering Error: If the error continues, the device may need to be reset. Contact Saffire for assistance or reach out to Magtek support (support@magtek.com) to request an RMA (Return Merchandise Authorization).

For more information, visit our Dynaflex PED User Guide.

Products Not Visible in Kiosk Menu.

  • Box office sellable dates or locations may be incorrect in Spark. Check this under the Sales tab of each product. For more information, visit our Kiosk Setup in Spark page.

Signature Capture Issues

If the device requires a signature for payment, follow these steps to disable the signature requirement:

    1. Download the MagTek utility from Saffire’s site.
    2. Open “DynaFlex Utility.”
    3. Connect to the Dynaflex device.
    4. Go to "Settings > Transaction" and change “Signature Capture Control” to “Host-Driven.”
    5. Click “Set.”

For complete instructions, visit our Installation Guide.

Printing Issues


Unable to Login to Kiosk

Make sure the login information is formatted as follows:


For Email & Password Login

URL: www.websitename.com

Spark Username Email

Password (Can be found in Spark in the Users Page)


Here is an example:

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