battbot | Stripe Developers | Page 1

tranquil kayakBOT Nov 16, 2022, 9:45 PM

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elder briar Nov 16, 2022, 9:57 PM

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Are you able to reproduce the error?

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If not, do you have the serial number I can use to look up the reader?

limpid flame Nov 16, 2022, 9:57 PM

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yes i have the serial number, let me get it

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WSC513212023791

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I'm not able to reproduce it with my reader, but this reader is at the hands of the merchant and i don't have access to it

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the behavior they describe, is that usually with a payment, when the card taps, the reader will beep twice. but in this scenario, the reader will beep once, then go into black screen

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Do you have other users reporting the same issue?

elder briar Nov 16, 2022, 10:04 PM

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Not that I've seen so far. When did this last happen?

limpid flame Nov 16, 2022, 10:05 PM

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the merchant didn't say. they did report a specific time that it happened, was Nov 7, 6:31PM vancouver time

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Vancouver is PST

elder briar Nov 16, 2022, 10:16 PM

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Was the customer charged?

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Are they seeing it disconnect during that period?

limpid flame Nov 16, 2022, 10:22 PM

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they weren't charged

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the payment wasn't succcesful

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i'm not sure what you mean by disconnect

elder briar Nov 16, 2022, 10:25 PM

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Ah okay. No worries. Let me dig a moment and circle back.

limpid flame Nov 16, 2022, 10:31 PM

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ok

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the merchant said they re-powered the machine, the same card would then work fine

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they had to restart the machine because there was no other way to get out of the black screen

elder briar Nov 16, 2022, 10:36 PM

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Very strange. I'm not seeing anything out of the ordinary for that timezome. Let me get one more set of eyes to make sure I'm not missing something

limpid flame Nov 16, 2022, 10:48 PM

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maybe the machine didn't have a chance to send anything to your server before it crashed?

elder briar Nov 16, 2022, 10:52 PM

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The only thing we can think of that would cause this is a bad power supply and/or bad battery. If the reader is drawing a lot of power during a card read operation and the battery/power supply can't keep up it could cause the screen to go blank.

I would suggest trying a new power supply and battery if possible, otherwise I'd recommend working with our support folks to possibly perform a factory reset and replace the reader.

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I don't love that answer, but it's the only thing we can think of without physically holding the reader in our hands while it does this

limpid flame Nov 16, 2022, 10:54 PM

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ok. are you sure it's not an app crash but a power issue?

elder briar Nov 16, 2022, 11:05 PM

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There's nothing in the logs that we can see that would indicate anything on Stripe crashed, but it's possible your app crashed when a payment was about to be attempted. Since a payment is not attempted, we have very limited info to go off of. The visibility for this on our end if very low

limpid flame Nov 16, 2022, 11:10 PM

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yeah ok. We'll try to replace the reader for the merchant

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thanks

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is there any particular power supply output requirements for the machine?

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we just learned they are connecting the usb cable to their pc to draw power

elder briar Nov 16, 2022, 11:23 PM

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I'm sure there are, but I don't know them. That being said, the readers don't come with AC adaptors or anything so I don't think connecting to a computer would be an issue unless that computer is having output spikes/dips for some reason

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