#kvr_unexpected
limber mistBOT
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loud forge
Hi, do you have the terminal ID/IDs? It should star with tmr_, can you share the ones failing with this is error with me? When did the issue start exactly/ when did you update? How many do you see fail?
spring wren
Hi, thanks for getting back to me. Let me check if I can get the terminal IDs in our logs. This started happening on Thursday, April 25th and our app updated at around midnight prior. We aren't able to tell how many failing other than "a handful" because we have to wait for our users to log an issue. Deleting the app and re-installing does the fix the issue, but that would also mean losing all unsent transactions.
loud forge
Once we have the terminal IDs, we can start attempting to debug what the issue might be.
spring wren
One reported terminal is: tmr_Fsse1wC4NYxPAL but this started working again after deleting our app and re-installing it. What we saw from this device is that it failed to connect initially, then the iPad went online and it was able to connect, but after going offline again, it was not able to take payments and returned the same error.
loud forge
I'm grabbing a teammate who has more expertise with Terminal, thank you for your patience.
spring wren
No worries, thank you
graceful sable
Hi taking over here
spring wren
Hi, and thanks!
graceful sable
When you reinstall the app, everything goes back to normal again? No further issues?
graceful sable
Right
spring wren
And if there's unsynced transactions, those won't get synced
that's our worry about that approach
graceful sable
When you updated, that is referring to device software and firmware? Did you make any other changes (like sdk version)?
spring wren
We updated our app itself from the old version to the new version – our latest version of the app did include an update to the SDK as well. I wasn't referring to updating the firmware on the card reader.
The weird thing is that we are seeing our app update and everything is completely fine. It can connect offline and take payments offline.
It's just some users are reporting an issue where it can't connect, and those logs show the "Encryption key failed to initialize. Offline payments not available." error
graceful sable
Oh I see. So the update you are referring to is your app
spring wren
Yes
spring wren
Yes that's right. When we try to repro on our side, it doesn't happen.
The SDK updated from 3.4 to 3.9.1
graceful sable
Ok interesting
Let me see if there's any known reported issues in that version change
spring wren
Thank you
graceful sable
3.9.1 is not our latest version, but I can understand why you would use it instead of 4.x due to breaking changes
spring wren
Yeah, and 3.9.1 was our last internally tested and signed off version
graceful sable
Ok my colleague and I don't really have an idea as to what's happening here offhand. This is something that'll require internal investigation via a support ticket. We won't be able to give it the attention needed here since this is a public server and we help others at the same time
limber mistBOT
Hello @spring wren, we have sent you a direct message, please check it at https://discord.com/channels/@me/1366421271226613820
- 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.
graceful sable
See ^ for further instructions on getting this case created and routed to the right place