#tyrzaphir_unexpected

1 messages · Page 1 of 1 (latest)

barren iceBOT
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odd pollen
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Hi there, this is limited to this single reader device?

fluid heart
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Yes

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We have devices on both firmware 1.00.00.30 and firmware 1.00.00.31 that are running the same app with no issues. It's just this one device that has "failed to install firmware" in its logs that is not connecting properly

odd pollen
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You said the firmware install failed, but then this app install error occurs after the update to 31. I assume then the firmware install retried at some point and succeeded?

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Have you tried rebooting the reader to see if it changes the behaviour?

fluid heart
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Here's the timeline of what happened with this device, based on the logs in the Stripe dashboard and our internal logs:

  • 9/17, 1:54 PM
    • The device has firmware version 1.00.00.30
    • Our app connects fine and processed two transactions successfully
  • 9/18, 3:46 AM
    • update process begins
    • Successfully installed Android ROM BBPOS_WISEPOS_WTH16.2.2.15
    • The device restarted due to a ROM update process
    • Failed to install Firmware 1.00.00.31
    • The device restarted due to a ROM update process
  • 9/18, 8:55 AM
    • Our cashier opens the device
    • They see "RPC application error AUTHENTICATION_FAILURE: Failed to read reader info"
    • The cashier reboots the device
    • They see the same error message again and contact us for help
    • We test other devices (some on 1.00.00.30, some on 1.00.00.31) and don't see the issue happen on any of them.
    • We notice the failed firmware update in the Stripe logs on the problematic device and no other devices
    • I submit this support ticket
odd pollen
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Appreciate the details. I think we should convert this to a support case so I can have the Terminal team help me investigate this. I'll have our bot DM you a link you can click to open a case. You can append these details if you like, but I will also be able to access them here.

barren iceBOT
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Hello @fluid heart, we have sent you a direct message, please check it at https://discord.com/channels/@me/1418254620978839633

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