Avery246813579

[drifting spoke]

Hi there 👋 I'll see what I can find, can you provide an estimated timeframe of when these issues occurred and an explanation of what your integration was attempting to do during that time?

[shell spear]

I was told in the last hour or tow but no real known point during the transaction was told

[drifting spoke]

Looking at recent logs for the first reader, I'm seeing a lot "Received duplicate message" and "INVALID_COMMAND No payment in progress" messages. That gives me the impression that either the reader is really stuck or that your integration is issuing requests incorrectly.

[shell spear]

Yeah they said they were getting stuck

[drifting spoke]

But I'm still not clear what your integration was trying to do at that time, what troubleshooting steps have you done so far?

[shell spear]

They've restarted it a few times and it seems to be working fine

We've heard of some bricked readers in the past

[drifting spoke]

Yeah, bricked readers do happen, but they usually are truly bricked and not fixed by a restart.

[spare hull]

Hello 👋
jumping in as toby needs to step away soon.
Are both the readers connected to the same network?

[shell spear]

I believe so, I think they are working fine now but were definitely acting funky

Trying to see what stage they were getting stuck in because if it was in Remove Card that's not a good sign

[spare hull]

Gotcha. It could also be a network blip.
Are there any LEDs flashing on the reader?

[shell spear]

Not to my knowledge

[spare hull]

Gotcha.
I'd say lookout for any patterns that you can identify. You could also temporarily change the network it is connected to and see if it behaves in a similar way.