Hi dome1982,
One thing that may help is to use the GapDebug tools to try to identify the root cause. More info can be found on GapDebug here: https://www.genuitec.com/products/gapdebug
A few more details could also help us out.
1. What version of Mobione are you using?
2. How is your app communicating with the bluetooth reader? (i.e. Cordova/phonegap plugin, 3rd party api, etc)
The more details you can share the better we can help you.