#trmd_error

1 messages · Page 1 of 1 (latest)

slate boughBOT
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reef barn
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hi there!

peak olive
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Hi!

reef barn
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can you summarize your issue in more details in this thread?

peak olive
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Of course.

The issue is related to some of our Android devices having POS apps that are having struggles with the daily automatic reconnections to their terminals. The daily reconnections come in the form of FIRMWARE_SELF_TEST/SECURITY_REBOOT events on the WisePad BBPOS 3 terminals.

Most of the time (70-80%), reconnection works perfectly fine. The SDK does its thing and reconnects automatically. However, sometimes we get the pattern you see in the above logs and in the log I sent yesterday. What happens seems to be the following:

  1. We get a FIRMWARE_SELF_TEST.
  2. The SDK starts reconnecting and seems to succeed.
  3. However, before the reconnection completes, the device seems to disconnect again. The error reason cited is tripeTerminal: class=ReactiveReaderStatusListener message=handleReaderDisconnect cause=USB_NOT_READY_OR_CABLE_DISCONNECTED.
  4. The SDK crashes internally and does not recover. See the last stack trace of the log sent above.

If the USB_NOT_READY_OR_CABLE_DISCONNECTED event happens after the first reconnection settles completely, the SDK simply handles this is another sequential reconnection and the entire process succeeds.

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Restarting the app thereafter restores the connection.

reef barn
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thanks, looking into this

peak olive
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Thank you

slate boughBOT
gusty lodge
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Hey there, taking over for @reef barn as they needed to step away. Looking into this now

peak olive
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Hey! Thanks @gusty lodge .

storm jewel
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What version of stripe-terminal-android are you on?

peak olive
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4.6.0

storm jewel
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Hm ok. And across how many different devices is this happening?

peak olive
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I am not sure exactly how many of our devices have experienced it at some point. We have about 150 active Android11 and Android13 stations this is happening on, and it seems to happen on around 5%-10% of our devices daily.

storm jewel
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I see. Ok we looked into this a bit, but aren't exactly sure what's going on here. This is the kind of issue that'll need 1 on 1 support and will need to be escalated to our Terminal folks internally. You should get a DM to open a support case directly with our developer support team to continue support on this.

slate boughBOT
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Hello @peak olive, we have sent you a direct message, please check it at https://discord.com/channels/@me/1414968749416644618

  • 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.