#jaybabu_error
real anvilBOT
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waxen orbitBOT
trail moon
Hi 👋 that's hard to answer with the provided information.
Are you seeing any errors thrown in the code you're running when the readers seem to lock up?
wet totem
i have seen this on occasion. today this was thrown at 1:45 PM ET and the device was not working until 1:53 PM ET
the merchant has another device that was working perfectly fine so it was not an internet issue
trail moon
Hm, if you're seeing that happen consistently then I'd suggest going through the network suggestions that are linked to from that section.
It could still be a network concern though, even if it's not a concern with the network staying connected to the internet.
wet totem
it is not consistent. it is happening across devices. the device freezes and can stay that way even after a restart
one merchant said that the device was just not working after 15-20 minutes. the fix was to restart only, and then it started working
maybe that was a different error. i am not sure
regardless, the device being hung is the problem
wet totem
It could still be a network concern though, even if it's not a concern with the ...
i don't understand this
trail moon
Gotcha, I don't think that's something we'd be able to get to the bottom of here. I would recommend collecting those Reader IDs and/or serial numbers, along with when these freezes/restarts happened (including timezones in those times), and report those details to us in a Support ticket so this can be investigated further:
https://support.stripe.com/?contact=true
You'll want to grab any errors that are thrown at those times if possible, anything that would give us more insight into what you're seeing.
wet totem
i already submitted a ticket. they said they can't do much without a video which is atrocious Stripe should be collecting it's own logs and diagnose things without needing anything from the client