#jludus
eternal temple
unreal stump
hello, can you give more information?
like is it the same reader that doesn't connect to the same device? or multiple readers not connecting? any patterns you're noticing?
eager umbra
So the issue seems to be with brand new out of the box readers. We have a custom update screen that pops up to show the progress of the initial update, and on some phones it is working but on other it is not
unreal stump
ah so the impacted readers are connecting on some devices but not others, is that right?
eager umbra
@vast falcon This is another dev on our team that I am adding to the chat
Not the same reader connecting on some and not on others. The same reader will not pair on any android device, but a different reader will
unreal stump
ah ok I misread earlier then
so the impacted reader has never connected to any device, ever, for you?
eager umbra
Correct. When we try and connect it, it just gets stuck connecting
unreal stump
anything in the callback for connectReader() that you see, like an error or anything that you're logging in your code?
vast falcon
We haven't been able to reproduce this in a dev environment where we're able to see the output of the connectToReader callback, nor do we log anything on our backend for it.
unreal stump
ah that's tricky, and to clarify, the same Reader does connect in test/dev mode?
Just not in live mode?
vast falcon
We're not sure, the reader in question was used by one of our users who was having issues, so we can't really test it in a dev environment
unreal stump
yeah I think that's tricky to debug. It could be the Reader itself, maybe with faulty firmware for instance.
Does your client log any production errors into tools like Sentry etc?
those are helpful to understand what errors are happening in production
eager umbra
We are getting no error logs in sentry
I don't think it is the reader firmware because it works perfectly fine and can connect on iOS
We had them connect to the reader on an iOS device and it did the update but sometimes it still give that error in the pic when trying to connect on android
unreal stump
ah 😅 didn't realize the reader was connecting on iOS
so laying out what we know:
1/ Reader does connect on iOS
2/ Reader does not connect on Android
3/ Reader hasn't been attempted in test mode as it is likely with the vendor/person on site using it
Q) are other Readers able to connect to the same Android device?
unreal stump
@eager umbra haven't heard back, troubleshooting this is tricky and prob not best suited for this Discord thread, I recommend writing in to Support at https://support.stripe.com/contact and they'll be able to help with this