Dynaflex II Go Troubleshooting

If you are troubleshooting a Dynaflex II Go while using plugged into a computer for Box Office or Kiosk use, please refer to the guide for the Dynaflex PED.

Card Reader Not Showing in App Selection Screen

If you are attempting to connect the card reader in the SaffireTix app, and you are not seeing it in the list of devices, there are a few possible issues and solutions.

  • The card reader is not paired in device settings
    • The Dynaflex II must be paired first in the device level settings before it will show up for selection in the SaffireTix app. Please refer to the Bluetooth Pairing Guide.
  • The card reader needs to be put in pairing mode
    • If the card reader is paired at device level but still not showing in the app, please hold down the button on the side of the card reader for 4 audible beeps then release. This puts the card reader into pairing mode and ensures it can be seen by the app.

Device beeps, blinks, then shuts down

If instead of staying on it beeps twice and then continually blinks multiple LEDs, the device has entered 'tamper mode' and will need to be replaced. Contact your ticketing account manager or get in touch with Saffire support through the orange Help box at the bottom right of your screen.

What do the beeps mean when I hold the power button?

The device will beep when you hold down the power button. Holding down the power button for 2 beeps will power off the device. Holding for 4 beeps will allow Bluetooth pairing.

  • To power on, hold the side button until you hear one loud beep and the lights flash.
  • After powered on:
    • Hold for 2 beeps to power off the device
    • Hold for 4 beeps to enter pairing mode
    • Hold for 6 beeps to display power level (see below for power guide)

Checking Battery Level

Holding for 6 beeps will cause the LEDs do light up in order to display the battery level.

  • 4 LEDs =  90%-100% charged
  • 3 LEDs = 70%-89% charged
  • 2 LEDs = 50% - 69% charged
  • 1 LED slowly flashing = 20%-49% charged
  • 1 LED quickly flashing = 0%-19% charged

At 0%-5% charge level, the card reader may successfully pair to the mobile device, but will not be able to run a transaction.

Device Won't Stay Powered On

  • If instead of staying on it beeps twice and then continually blinks multiple LEDs, the device has gone into tamper mode and will need replacement. Please contact Saffire Support.
  • The device could be out of battery. Plug in the device for 30-60 minutes and see if the device will power on afterward. Follow the guide above to check battery level.

Device is in Tamper Mode

Tamper mode is a built-in security feature designed to protect your business. If the device detects signs of physical intrusion, damage, or abnormal conditions, it will immediately disable itself and erase its secure data. This ensures sensitive payment information cannot be accessed by anyone who might try to compromise the reader. While this protects your business and customers, it also means the device cannot be recovered once tamper mode is triggered — it must be replaced through MagTek.

To determine if your device is in tamper mode, power the device on. If instead of staying on it beeps twice and then continually blinks multiple LEDs, the device has gone into tamper mode and will need replacement. Please contact Saffire Support.

Error Message in App

"No card reader connected, connect shuttle card reader"

This may indicate that your payment gateway is not set up to use Magensa. Please contact your Ticketing Account Manager for assistance.

Tap-to-pay unresponsive or giving error "Sorry we couldn't complete the contactless read, please try the chip reader or mag-strip". This could also cause a white screen to display on the scanning device.

This may indicate that Near-field-communications (NFC) is active on the device and will need to be turned off to allow tap-to-pay. This prevents interference between the scanner and card reader. To disable NFC, follow the instructions below.

Disabling NFC

We are unable to allow access to the NFC setting when in Hexnode's kiosk mode and we are unable to force the NFC off through Hexnode, so to disable Near Field Communications (NFC), you will first need to exit the Hexnode kiosk mode running on the device.

If NFC is ON you may see the error message "Sorry, we couldn't complete the contactless read. Please use the chip reader or magstripe."

Exiting Hexnode Kiosk Mode:

  1. You will want to navigate to the home screen if this isn't your starting interface. This can be done by swiping up from the bottom of the screen and tapping the circle Home Button at the center of the bottom of the screen.
  2. Tap on the home screen 5 times in quick succession.
  3. Type in the current Hexnode password given to you by your Ticketing Account Manager. The default password is "T1xxxxxxxxxx" (T1 and10 x's) and hit "Exit".

Disabling NFC:

  1. Navigate to the Settings app
  2. Search for NFC
  3. Tap either option in the search results and select "NFC"
  4. Slide the "Use NFC" toggle to the Off (left) position
  5. If the NFC is already in the Off position, please toggle it to On then Off again
  6. Open the SaffireTix app and attempt a transaction to see if this is resolved

Turning Hexnode Kiosk Mode Back On:

  1. Navigate to the Home screen
  2. Swipe up to navigate to the Apps screen
  3. Select the green Hexnode app
  4. Tap the "Activate" verbiage under Kiosk mode!

Device Not Showing in Dropdown on Desktop

If you are troubleshooting a Dynaflex II Go while using plugged into a computer for Box Office or Kiosk use, please refer to the guide for the Dynaflex PED.

PDF: Dynaflex II Go User Manual