#battbot_unexpected
inland glenBOT
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- battbot_unexpected, 3 days ago, 16 messages
steady rampart
It's stuck on this screen
proud cosmos
Hello, as in when booting up it will never get past that screen? Or is this at some point in the payment process after you do something with one of our APIs or SDKs?
inland glenBOT
remote yarrow
Hello
This is the default screen for the reader. Is the reader a devkit or production reader?
steady rampart
production
remote yarrow
Gotcha. Has your app been reviewed and approved?
https://docs.stripe.com/terminal/features/apps-on-devices/deploy
remote yarrow
Can you share the serial number of the reader?
steady rampart
give me a sec
SN STR70Z1C410002056
Can I ask an unrelated question in this thread or do i need to start a new thread?
remote yarrow
You can ask here
steady rampart
we have this reader STR70Z1C410002059 under location tml_FknKJgzMsMAaCO. The merchant reports this device restarts everyday between 12noon to 1pm
although we've configured it not to do so on the location configuration
we've swapped them several devices, but it still does the same thing
it restarts during their store hours and it's a very busy store
we've changed the restart time to various other time periods but it doesn't seem to take effect
remote yarrow
Let me check the config on the reader.
Can you share your account ID where you've deployed the app for the reader?
steady rampart
where do i find account id?
nm it's this acct_18CvSuJ93KfFVesb
also this if you need
On the right hand side panel it says compatible with BBPOS WisePOS E, is that something we can configure? or something Stripe configures?
maybe that's why it doesn't work on the S700?
remote yarrow
That might be the issue.
I believe you create the DeviceAssetVersion and set the compatible device types - https://docs.stripe.com/api/terminal/device_asset_versions/create#create_terminal_device_asset_version-compatible_device_types
steady rampart
ok, i'll look into this. Could you look at the other issue with the device restarting at unexpected time?
remote yarrow
Yeah give me some time as things are running a bit busy.
steady rampart
For the API documentation:
It doesn't list the enum values for compatible_device_types, the example has "bbpos_wisepos_e" as a possible value, but we don't know what value to use for S700
remote yarrow
should just be s700 afaik. I think this process is supposed to be done via the dashboard though. I don't see any docs for this API which is surprising
Ah yeah, the API is still in preview
steady rampart
gotcha
remote yarrow
For the reboot time, I checked the reader logs and it seems like the reboot time is set correctly on the config.
Is the merchant overriding the reboot time on their end?
steady rampart
on the device itself? no they aren't
Like i've mentioned, we've send them several different devices
remote yarrow
I don't recall it being an option on the reader but I haven't checked my reader in a while.
The location and config settings are correct.
I'm seeing something update the reboot time on the reader itself
steady rampart
they say after a new device, it'll be fine for around 1 week, then it'll start rebooting around noon just like before
remote yarrow
let me check something
Yeah I'm not sure what's going on here.
As far as I can tell, the reboot time is configured correctly.
I would suggest you reach out to our support about this as they can escalate this internally
https://support.stripe.com/?contact=true
steady rampart
you said something is setting the reboot time on the device itself?
it is possible to override the reboot time on the device? i wasn't aware the device had a configuration like that
remote yarrow
Yeah I don't see an option on my reader either. I think I was misremembering a different setting. Sorry about that