question

fraserstreetdeli avatar image
fraserstreetdeli asked fraserstreetdeli commented

Repeated Device Failure

We are still having a problem with mobile devices failing repeatedly.

Despite some VP getting on here and telling me he would reach out to me personally to help with the issue over 2-months ago, I never received a single attempt at communication.

We have continued to have mobile devices fail at about a rate of one per every two weeks. This time, the device "failed" before it was even done being configured. That's right, FedEx dropped it off less than 30-minutes ago and it has already failed. How the hell is this even possible?

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Jacob Abrams avatar image Jacob Abrams ♦♦ commented ·

Can you describe what it means that the device is "failing"?

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fraserstreetdeli avatar image fraserstreetdeli commented ·

The generic "Device has been tampered with or malfunctioned" and it says you can no longer take non-PIN entry payments.

At least when they fail now it automatically sends a new device so you don't waste 45-minutes on the phone with customer service, but honestly, how do you constantly send out devices that break so quick?

The device that this was replacing would do a factory reset reboot every time you started it up and would get stuck in bootloader. So that is 2 devices that have been used by us for less than 1-hour total that have failed.

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Jacob Abrams avatar image Jacob Abrams ♦♦ commented ·

Sorry about that, unfortunately this forum is for software development, we can't help you with physical hardware issues.

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fraserstreetdeli avatar image fraserstreetdeli commented ·

Oddly it appears neither can your hardware development team....

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1 Answer

tina avatar image
tina answered

We are sorry about you experiencing two devices that tampered! That is very unfortunate and we apologize for the frustration this must have caused for you.

PCI dictates that PIN-entry devices like Clover Mobile and Clover Mini need to detect if they have been tampered, and if so, lock the ability to take transactions. This can happen for a number of reasons, such as a credit card skimmer being applied to the device or someone attempting to break the device open. This can also happen if the device is dropped hard enough during shipment or during use, which may have been what you experienced. Mobile and Mini will automatically detect if they have been tampered and if so, will no longer accept payments - this is for your protection.

Since you are seeing that you can no longer take non-PIN entry payments, it means that you can proceed to use the device for non-PIN payments until your new Clover device arrives in the mail. Once your new device arrives in the mail, you should immediately stop using your old “malfunctioning device” and start using your new Clover device. These instructions are also listed here: https://help.clover.com/troubleshoot/...

What is the S/N of the device that was tampered? I'd like to make sure that your new Clover device is on its way. If this third device tampers, we may need to look into a special delivery for your business as there may be something going on during shipment which is causing the devices to tamper.

Finally, in the future, please reach out to support@clover.com or go to Help app to view your personalized customer support phone number if you need some help. As this forum is focused on helping our developers, next time we would like to provide faster support for you, our valued merchant.

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