Bluetooth connection timeout

[andydewit]

I have a PWA running on a Samsung Android tablet next to a coffee machine. Whenever someone wants to grab a coffee, they click a button which initiates a URI call to the SumUp app. But the problem is that the Sumup card reader seems to go into a certain standby state after a period of time. So when the customers initiates the URI call, in some cases the card reader doesn't connect so the transaction can't be made. The SumUp app keeps trying to find the Bluetooth device but can't connect. How can this be solved?

[jahenry]

Hi @andydewit my first assumption would be that the reader is not plugged into power and hence will always go into sleep mode after approx 4.5mins. Connectivity may be a tablet hardware issue. Can you please forward your merchant account to [email protected] so that we can look deeper please?

[andydewit]

Hi @jahenry!

The reader is plugged into power 24/7, it also shows the power icon on the screen of the card reader. What I see, is that the Bluetooth icon is only visible when a payment is started. Afterwards it vanishes, and only comes back when a payment is initiated. It doesn't look like the reader goes into sleep mode, but sometimes I see that nothing is showing up on the screen (after a day of no use or so). Mail is on it's way.

[andydewit]

I have sent an email to [email protected] on 23 Oct, but haven't received any response since.

[JullianSU]

Hi Andy,

Sorry for the delay in response, I have answered to your email directly.

Many thanks,

[ghost]

Hi @JullianSU ,

Can everybody have the answer you send by email to @andydewit please ?

Because he's not the only one to have the issue.

Thank you in advance

[JullianSU]

Hi!

This type of behavior can have multiple sources, could you please reach out at [email protected] for a more detail explanation of your set up and your Merchant ID. I will have more visibility on what could be the causes.

Many thanks,

[gioclava]

We have the same issue with a Samsung tab a8(2019) using the web api.
Sometime the sumup app cannot connect to the sumup air terminal and the only way to make it work again is killing the SumUp app. Do you have other suggestions to fix the issue?

[mjrdnk]

Hi, has anyone received an official statement from SumUp regarding the connectivity issues on Android and the SumUp Air terminal? Seems like it's still a thing.

[rmja]

I am having the exact same problem. Has anyone found a fix for this?

[philhug]

Have the same issue.
Is it possible to prevent the terminal from going to sleep when plugged in?

[egalis]

*** Exact same issue ***
On a self-service charity terminal (the GivaALittle app is in use).
This is causing us a huge loss of donations.

Is there an app we can run on the tablet to send the BLE awake packet every 2 minutes???

[mrgithub]

*** Exact same issue *** On a self-service charity terminal (the GivaALittle app is in use). This is causing us a huge loss of donations.

Is there an app we can run on the tablet to send the BLE awake packet every 2 minutes???

Did you get a solution?