#santhosh-kumar-r_best-practices
dapper moonBOT
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left epoch
and issue videos
left epoch
I will share the readers serial numbers
WPC323225003493
WPC323225003492
can you check why it freezes ?
dusty spindle
Has this always been an issue?
Or did it start more recently after changes to your integration?
left epoch
No, we have not changed anything to the core flows like connecting logic.
dusty spindle
Was it behaving previously?
left epoch
We faced the same issue befoe
In this same cabinet
Client said that there was a issue with cable and reader also freezing like in the video
exotic temple
hello! jumping in to help out here. using WPC323225003493 as our focus, is there any chance we have an approximate date and time for when the reader froze?
exotic temple
i am seeing several USB unexpectedly disconnected during operation errors in the logs, starting from October 22, 2PM UTC. looks like that error has recurred ~10 times since then
let me dig into that for a bit
left epoch
another reader is frezed in home screen
exotic temple
is your app built on react native? saw that somewhere in the logs but just want to double check
left epoch
yes
exotic temple
just want to double check a few things about how your app is handling disconnects
https://docs.stripe.com/terminal/payments/connect-reader?terminal-sdk-platform=react-native&reader-type=usb#handle-disconnects
are you using autoReconnectOnUnexpectedDisconnect in ConnectUsbReaderParams currently?
left epoch
yes. We enabled by passing true
exotic temple
i can see at least for WPC323225003493 that it's currently running on the previous firmware version which is now a few months old, have you tried forcing a firmware update on it?
it's currently on 4.01.00.54 and we've since released 4.01.00.57
left epoch
i can see at least for `WPC323225003493` that it's currently running on the pre...
no, we havenot as it is a remote device and update is only possible by Bluetooth connection.
left epoch
just want to double check a few things about how your app is handling disconnect...
So is it hitting any memory limit when the retries happening
Can you check logs for other reader too ? WPC323225003492
exotic temple
yeah lemme check that one real quick
dapper moonBOT
exotic temple
the error patterns on that one look pretty much the same
is this happening for more readers than just these two?
left epoch
only these 2
exotic temple
hmmmmm
left epoch
same issue happened to these readers few weeks before
exotic temple
ok. i'm going to double check something with a colleague, give me a bit longer to dig into this with them
ok, i think it might be best if we convert this to an email case if that's OK with you - i think this will take a bit to dig into and at a certain point discord becomes less useful for situations like that 😅
is it ok if i send you instructions on how to create a ticket directly with our team?
left epoch
is it ok if i send you instructions on how to create a ticket directly with our ...
yes
dapper moonBOT
Hello @left epoch, we have sent you a direct message, please check it at https://discord.com/channels/@me/1431337225194311741
- 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.
exotic temple
let me know when you've filled that out!
exotic temple
the support case will connect us via email and we can follow up there