Alex EFL | Stripe Developers | Page 1

worldly bridgeBOT Sep 29, 2022, 4:52 PM

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river wasp Sep 29, 2022, 4:52 PM

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Hey there

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So it sounds like the "Payments" app is controlling your integration with the Reader here, correct?

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There are many things that can cause a Reader to get disconnected and potentially not reconnect.

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So it is really hard to say. This first step would be to look at the logs in the integration for what is going on.

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But it sounds like that integration is controlled via "Payments"?

hoary forum Sep 29, 2022, 4:54 PM

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Yes, Payment for Stripe

river wasp Sep 29, 2022, 4:55 PM

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Okay so then the best course of action here will be to reach out to that third party and ask them what they see on their end.

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If they aren't sure, they will need to contact us and provide us the details of the integration, their logs, and the Reader Serial Numbers so we can take a look as well.

hoary forum Sep 29, 2022, 4:57 PM

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We are the same party, this is used to collect physical orders from a bar that we have in the company. It has always worked correctly and the button to connect with bluetooth reader tried to perform the action of connecting, now you press and does nothing.

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What add info do you need?

river wasp Sep 29, 2022, 5:00 PM

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Oh okay, thought you meant you were working with a third party

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Then I need the above... what SDK are you using? What do your logs indicate from that time period? Any error messages? What are the Serial Numbers of the Readers?

hoary forum Sep 29, 2022, 5:01 PM

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Okay, you can open a private conversation for this private data?

river wasp Sep 29, 2022, 5:02 PM

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No this is a public server. The Serial Number isn't really sensitive though. But if you prefer a private conversation then you need to email our Support team (https://support.stripe.com/contact/login) with this information and we will work with you over email.

hoary forum Sep 29, 2022, 5:04 PM

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I can provide you with this information, but let me doubt that the error does not come precisely from the physical terminals. The error is in the application, it is the application that does not try to establish any connection with the terminals. Moreover, this error was generated after an update of the app.

river wasp Sep 29, 2022, 5:05 PM

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Okay those are all good details. If you can give me the specifics that would be great. What version did you just update to?

hoary forum Sep 29, 2022, 5:07 PM

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I don't have the terminal right now, but it asked me to update, so it would be the last one. I understand that more than one will have happened if it is an app software issue.

river wasp Sep 29, 2022, 5:09 PM

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Okay, there is really not much I can look into from my end without the Serial Number for the Reader. This could be an issue due to the update or there could be a variety of other things going on. With the current info I can't say for sure

hoary forum Sep 29, 2022, 5:11 PM

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Considering that the error came from the last update, is there any way to revert this one or just wait for the new one?

river wasp Sep 29, 2022, 5:13 PM

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I don't think there is a way to revert but let me check

hoary forum Sep 29, 2022, 5:15 PM

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Are you not aware of any other incidents on the same subject?

river wasp Sep 29, 2022, 5:15 PM

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I'm not, no.

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Haven't seen any other reports of this.

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Yeah doesn't look possible to manually roll back.

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I'd recommend contacting our Support team with full details that we discussed. Then we can look into this further and see what is going on.

hoary forum Sep 29, 2022, 5:16 PM

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Okay, thank you so much @river wasp !

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have a great day

#Alex EFL