battbot - Terminal Payment | Stripe Developers | Page 1

neon herald Aug 26, 2022, 3:47 PM

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HI 👋

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What kind of reader and what kind of integration are you using?

slender patio Aug 26, 2022, 3:48 PM

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we've restarted the reader several times and on the reader itself nothing shows out of place

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we are using the server-side integration, it's a WisePos E

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we had no problem with 2 of our other readers

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it's only this one that's having problems

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Here's the request id where it failed:
req_KziAWm51dt92El

neon herald Aug 26, 2022, 3:52 PM

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Okay I am seeing a number of failure to connect errors for that reader's serial number

slender patio Aug 26, 2022, 3:53 PM

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when we go on the diagnostics of the reader

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it shows everything is normal

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including the stripe connectivity check

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it shows "Pending" for Terminal events connectivity

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it's showing "Unknown" for a bunch of the profile id fields

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our other readers all have values for those

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neon herald Aug 26, 2022, 3:59 PM

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Okay can you let me know which photos correspond to which scenarios?

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Sorry it's kinda busy here and hardware questions are especially hard to parse

slender patio Aug 26, 2022, 3:59 PM

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all the photos are from the non-working reader

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im just showing all the fields in the diagnostics screen. it takes 3 screenshots to show the full list

neon herald Aug 26, 2022, 4:01 PM

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Gotcha. And you have reviewed the troubleshooting guide we show here?
https://stripe.com/docs/terminal/readers/bbpos-wisepos-e#troubleshooting

slender patio Aug 26, 2022, 4:01 PM

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yes

neon herald Aug 26, 2022, 4:02 PM

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Okay and have you tried a factory reset for this device?

slender patio Aug 26, 2022, 4:02 PM

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no, how do you factory reset?

neon herald Aug 26, 2022, 4:03 PM

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With the reader on, plugged in, and connected to the network you press and hold the buttons (on both sides) that are marked with a blue border.

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You will see a dialog asking if you want to perform a factory reset

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You'll need to set up your Wifi connection again.

slender patio Aug 26, 2022, 4:04 PM

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ok i'll try

neon herald Aug 26, 2022, 4:04 PM

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The reader should attempt to download the latest firmware update after connecting to the network

slender patio Aug 26, 2022, 4:05 PM

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ok i'll try again after the factory reset

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still doesn't work

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on the stripe console, it shows the reader available briefly, whenever i restart the reader

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but afterwards it'll show it as unavailable

neon herald Aug 26, 2022, 4:16 PM

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Were you prompted to select a language and update?

slender patio Aug 26, 2022, 4:16 PM

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yes

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went through all the steps

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the left and right green lights on the reader keeps flashing

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neon herald Aug 26, 2022, 4:20 PM

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Okay so the reader never gets to your splash-screen (ready for payments)?

slender patio Aug 26, 2022, 4:20 PM

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well it's at the default splash scren

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the pink screen with "stripe" at the center

neon herald Aug 26, 2022, 4:21 PM

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Yeah, sorry I meant the image you can upload to the Stripe dashboard

slender patio Aug 26, 2022, 4:21 PM

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we set a splash screen for the location, but this reader doesn't seem to pick it up

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is it just a hardware problem?

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all our other readers works fine

neon herald Aug 26, 2022, 4:26 PM

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I'm pinging our terminal team about this and a couple other things.

slender patio Aug 26, 2022, 4:27 PM

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ok thanks

neon herald Aug 26, 2022, 5:09 PM

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Lots going on in terminal world so a response is slow but I'm still reaching out

slender patio Aug 26, 2022, 5:15 PM

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ok thanks for the update

neon herald Aug 26, 2022, 5:30 PM

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Okay after some investigations it appears that the tamper alarm has been triggered for this device which essentially prevents any updates. At this point you should request a replacement for this device

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@slender patio

slender patio Aug 26, 2022, 5:39 PM

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hi

neon herald Aug 26, 2022, 5:39 PM

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Did you see my message above?

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