#battbot_unexpected
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median sable
Hello
pine merlin
Hi
median sable
Hmmm have you tested this on multiple Readers by chance?
pine merlin
no, this was reported by one of our merchants
median sable
Do you have the serial number of the Reader?
median sable
Okay and do you happen to have a video of what occurred? And have you tried to reproduce this in test mode?
pine merlin
there was no video
they provided a screenshot
they are saying on that screen, no user interactions was working
we were not able to reproduce this issue
median sable
Huh okay and this just happened once?
pine merlin
no they said it happened several times for them
only happens when the pin is entered incorrectly though
median sable
And you have other merchants that are live and accepting interac with your same integration?
And no other reports of this, correct?
pine merlin
not that i'm aware of
median sable
To which question above?
pine merlin
no other reports from other merchants
we have hundreds of merchants that this integration is working with
oh actually, for the App on device, only dozens
median sable
I don't really think Apps on Device should have any affect here tbh
Since this is just during the payment flow
pine merlin
we have no idea why this screen freezes, since our code isn't active on this step, either frontend or backend
that's why i'm bringing the question here
median sable
Yep it sounds like potentially that Reader is buggy
Like it sounds to me like a hardware issue
pine merlin
correct pin works though, hardware issues cause problems when pin is incorrect?
we had thought if hardware issue, maybe it has problems with pin entry and etc
median sable
I think hardware issues can manifest in a lot of different forms. But I think that is the place to start if this is the only report of this happening and you aren't able to reproduce it on your own device. My recommendation would be to write into our Support team via https://support.stripe.com/contact/login with these details and request a replacement device be sent.