1. Troubleshoot any reader issues more easily with our new wizard at https://keyz.app/scanninghelper
   

1. Check Keyzapp Companion program is running

There should be a small blue Keyzapp icon in your task tray (bottom right). If not, please search for ‘Keyzapp Companion’ and run the program. If you can’t find the program, it probably hasn’t been installed, so please download from www.keyzapp.com/companion or contact your IT helpdesk.

2. Unplug reader and plug back into different USB port

Unplugging your reader and plugging it back in is a simple way to ‘restart’ your reader. Sometimes the problem is related to the USB port you have plugged your reader into, so also try plugging back into a different port. This is most likely to solve any issues where the red light is not showing on the reader. To ensure Keyzapp Companion reacts quickly to you plugging the reader back in, please right click the Keyzapp Companion icon in your task tray, click ‘Open App’ and then click the orange ‘Refresh’ button.

3. Try Multiple Fobs

If your Keyzapp Reader does not bleep (and the light does not change to green) when you hold a fob over the reader, please try multiple fobs, as it may be the individual fob that has a problem.

4. Restart your computer

Often restarting your computer will solve any problems. Please try this before contacting us, but if you need to do this regularly then please let us know as we realise how frustrating computer restarts are!

5. Prepare answers to our questions, then contact Keyzapp Support

If the above points have not addressed your problem, please contact us for further help. The questions we will first ask are:

• Is there a red light on the reader (if not even after restarting, then there might be an issue with the reader or USB on your PC)?
  
• Tell us any messages shown by Keyzapp Companion – find the blue key icon in your task tray, right-click it and select ‘Open App’. Please tell us whether there is a green tick, yellow warning sign or red cross beside the reader icon, and what the message says. Common messages are ‘Please insert a Keyzapp reader into your computer’, or ‘Keyzapp reader detected (ACS ACR122 0)’ or ‘Microsoft USBCCID smart card reader detected, this reader may not be supported’.
  
• Tell us which version of Keyzapp Companion you have running – after having clicked ‘Open App’ for the step above, now click ‘Settings’, and navigate to the ‘About’ tab. The version number is at the top.
  
• Check which other smart card readers you have on your computer using Device Manager (you may need help from us or your IT support desk to do this). Try to run Device Manager from the start menu, expand the ‘Smart card readers’ section, and check which readers are shown.