#Wilcalaf

1 messages · Page 1 of 1 (latest)

sick jackalBOT
jagged wasp
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Hi there, what's the reader model that you are using?

obtuse jolt
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M2

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i have 3 readers it happens on all of em

jagged wasp
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OK. did you use mobile device settings to pair with your reader before connecting it to your terminal application?

obtuse jolt
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yeah , in fact thats the only way it works

jagged wasp
obtuse jolt
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on android 10 - it doesnt work otherwise so far as ive tested

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yeah i know the documentation says that

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but on android 10 devices if you try to connect to it without pairing it before like the doc says

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the function connectBluetoothReader will get stuck indefintely

jagged wasp
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Does this problem only happen in android 10 devices? do you happen to have other Android devices running different OS versions?

obtuse jolt
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i have multiple devices on android 12 it works good

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i also tested on android 7 with a very old device it also seem to work

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the problem seems to be specifically on android 10

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is it something you ever heard about ?
the main issue is that the connectBluetoothReader get stuck and is not cancelable so if one of my customers try to connect to it then they will get there until they kill the app entirely and turn reader on and off

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i can show you a video if you like

jagged wasp
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Ok. Can you write in to Stripe support and let them know about it? https://support.stripe.com/contact/email so that they can escalate this to the owning team.

Contact Us | Stripe: Help & Support

Find help and support for Stripe. Our support center provides answers on all types of situations, including account information, charges and refunds, and subscriptions information. Get your questions answered and find international support for Stripe.

obtuse jolt
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ok i will

jagged wasp
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Before that, can you also check if you are using the latest version of Terminal Android SDK?

obtuse jolt
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implementation 'com.stripe:stripe-android:20.19.1'
implementation "com.stripe:stripeterminal:2.17.1"

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yeah 2.17.1

jagged wasp
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OK, that's the latest version already

obtuse jolt
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im opening a ticket now, is it ok if i share it here with you so you can tell me if i wrote enough details for them?

jagged wasp
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Sure you can share with me the ticket number and I can put some notes on it.

obtuse jolt
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how can i know the ticket number?

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i got an email confirmation but it doesnt show the ticket number and the link on the email just leads to the support page

jagged wasp
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OK, can you DM me your email address? I can try to locate the ticket.

obtuse jolt
jagged wasp
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I don't see the tickets yet (it may take some time to generate). Can you also reply the email with your terminal reader ID, the connection token ID and the time where your reader attempt to connect, so that the engineering team can find the logs and investigate further?

obtuse jolt
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my bad

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i did it with the work email

jagged wasp
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Ok, I found the ticket now. Do you think you can replay with the above information?

obtuse jolt
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yeah i will i just need to retry again so i can take the token Id

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i tried to reply but i got a message that the email is not being monitored

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thats what i wrote

waxen python
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Hey, taking over here. Let me know if there's any follow-up Qs I can answer!

obtuse jolt
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hey so Jack asked me to reply with more details to the email of the ticket he asked me to open

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however im not able to reply to the email

jagged wasp
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@obtuse jolt I've created a note for you.

waxen python
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We can see that the ticket is opened now and Stripe Support will come back to you shortly.

obtuse jolt
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thanks jacl

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jack *