question

sonu avatar image
sonu asked sonu commented

Getting white screen after re-associate device

I disassociated a device from my dev kit for another merchant and now associated it with new merchant account, now I would like to move the device back to the previous merchant that is working. I associated previous merchant account to the devkit and entered the activation code into it. I am getting problem to setup the merchant account in final step as mentioned in the screenshots. I have factory reset the device a couple of times, but every time I got white screen as in the screenshot attached you. So please look this issue and suggest me why am I getting this error into this device.

Thanks in advance!

DevKit
img-20220315-154813.jpg (228.5 KiB)
img-20220315-154842.jpg (259.2 KiB)
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David Marginian avatar image
David Marginian Deactivated answered sonu commented

Can you get us the device logs?

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sonu avatar image sonu commented ·

Hi David,

We can't provide the logs of device because white screen is appearing on the device due to which it is not possible to get the logs.

Thanks in advance.

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David Marginian avatar image David Marginian ♦♦ sonu commented ·
You need to connect via ADB and run adb logcat.
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sonu avatar image sonu commented ·

Hi David,

We can't provide it because the device didn't respond while connect with adb and it will deny to connect with ethernet because final step is not completed and merchant screen is not showing.

Thanks in advance.

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David Marginian avatar image David Marginian ♦♦ sonu commented ·
What is the merchant Id that the device is associated with?
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sonu avatar image sonu commented ·

Hi David,

Please find the merchant id : M25TESTMERCHANT

Thanks in advance.

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David Marginian avatar image David Marginian ♦♦ sonu commented ·

Try again and let me know.

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sonu avatar image sonu David Marginian ♦♦ commented ·

Hi David,

We tried many times even done the factory reset again but still getting same issue.

Thanks in advance.

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