artdudejoe | Stripe Developers | Page 1

flint oliveBOT Oct 13, 2022, 7:27 PM

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marsh plume Oct 13, 2022, 7:27 PM

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Hey there

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Karbi isn't available right now but I'd be happy to help

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Can you summarize the state here?

silk reef Oct 13, 2022, 7:31 PM

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I am using terminal API to hand off paymentIntent to a BBPOS WISEPOS_E reader using $stripe->terminal->readers->processPaymentIntent(

Response "Reader is currently unreachable, please ensure the reader is powered on and connected to the internet before retrying your request."

marsh plume Oct 13, 2022, 7:32 PM

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Ah okay

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So yeah it sounds like the Reader hasn't actually been connected to your application yet

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Are you using the Server-driven approach or one of the SDKs?

silk reef Oct 13, 2022, 7:33 PM

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Server driven, yes.

marsh plume Oct 13, 2022, 7:33 PM

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Got it, and are you testing with a simulated reader or an actual reader?

silk reef Oct 13, 2022, 7:33 PM

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I created a location and reader.

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Actual reader

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There's a theory that it wasn't setup correctly.

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The reader ID: tmr_E0P5xwBFWrL8en

marsh plume Oct 13, 2022, 7:35 PM

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Hmm yeah you actually should only need to register your reader with Server-driven. Shouldn't need to use a connection token

silk reef Oct 13, 2022, 7:35 PM

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That was my thought.

marsh plume Oct 13, 2022, 7:35 PM

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What happens when you list readers for your location?

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Can you run https://stripe.com/docs/api/terminal/readers/list

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And provide the output

silk reef Oct 13, 2022, 7:36 PM

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Let me try that. I need to do a whole VPN thing and get off here first. BRB

marsh plume Oct 13, 2022, 7:36 PM

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👍

silk reef Oct 13, 2022, 7:49 PM

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Here's the one reader object
Stripe\Terminal\Reader Object
(
[id] => tmr_E0P5xwBFWrL8en
[object] => terminal.reader
[action] =>
[device_sw_version] =>
[device_type] => bbpos_wisepos_e
[ip_address] => 192.168.86.64
[label] => Accname Main Street
[livemode] =>
[location] => tml_E0P5xwwLGxI3Mb
[metadata] => Stripe\StripeObject Object
(
[oa_accid] => 1
[oa_accname] => accname
[oa_locationid] => 4
)

[serial_number] => WSC513223000030
[status] => offline

)

marsh plume Oct 13, 2022, 7:50 PM

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Cool so it is registered fine but looks to not be connected to the internet so that's the issue

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I've got to run but @undone quarry can help further

silk reef Oct 13, 2022, 7:51 PM

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"Offline"?

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Cool. Thanks @marsh plume

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Hi @undone quarry Can you help me get the reader connected properly?

undone quarry Oct 13, 2022, 7:55 PM

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What seems to be the issue here?

silk reef Oct 13, 2022, 7:55 PM

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I am using terminal API to hand off paymentIntent to a BBPOS WISEPOS_E reader using $stripe->terminal->readers->processPaymentIntent(

Response "Reader is currently unreachable, please ensure the reader is powered on and connected to the internet before retrying your request."

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I ran $stripe->terminal->readers->retrieve( $stripe_readerid, [] ); and got
Stripe\Terminal\Reader Object
(
[id] => tmr_E0P5xwBFWrL8en
[object] => terminal.reader
[action] =>
[device_sw_version] =>
[device_type] => bbpos_wisepos_e
[ip_address] => 192.168.86.64
[label] => Accname Main Street
[livemode] =>
[location] => tml_E0P5xwwLGxI3Mb
[metadata] => Stripe\StripeObject Object
(
[oa_accid] => 1
[oa_accname] => accname
[oa_locationid] => 4
)

[serial_number] => WSC513223000030
[status] => offline

)

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@marsh plume said that the reader isn't connected to the internet.

undone quarry Oct 13, 2022, 7:58 PM

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Right, so that would be the first thing to address

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Lemme find the doc

silk reef Oct 13, 2022, 7:58 PM

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K

undone quarry Oct 13, 2022, 7:59 PM

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Alright here we go: https://stripe.com/docs/terminal/readers/bbpos-wisepos-e#troubleshooting

silk reef Oct 13, 2022, 8:00 PM

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Done all that.

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Am I looking at [status] => offline?

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The device IP address is an internal DHCPd from the Google Fibre router.

undone quarry Oct 13, 2022, 8:03 PM

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But the reader cannot connect to the internet?

silk reef Oct 13, 2022, 8:03 PM

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It says it is in "Settings"

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@marsh plume said that the reader isn't connected to the internet after seeing the result array above.

undone quarry Oct 13, 2022, 8:06 PM

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Right, because the reader's status is offline

silk reef Oct 13, 2022, 8:07 PM

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Right. But according to the diagnostics it IS online.

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undone quarry Oct 13, 2022, 8:10 PM

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That tells me it's connected to your wifi network. What is the DNS address?

silk reef Oct 13, 2022, 8:11 PM

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WiFi DNS servers: 192.168.86.1

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Local router address

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Terminal events connectivity: Pending…

undone quarry Oct 13, 2022, 8:13 PM

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Yeah the DNS server needs to be global. That address suggests the reader isn't connecting to the internet

silk reef Oct 13, 2022, 8:13 PM

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Gotcha

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How do I correct that?

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If I restart the reader (in this case open settings then close them) the dashboard says it is connected. But not when I issue $stripe->terminal->readers->processPaymentIntent(

Screen_Shot_2022-10-13_at_3.23.04_PM.jpg

undone quarry Oct 13, 2022, 8:25 PM

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Okay can you share the request ID for the API request that gives you the error?
Here's how you can find a request ID: https://support.stripe.com/questions/finding-the-id-for-an-api-request

silk reef Oct 13, 2022, 8:26 PM

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Is this what you need POST /v1/terminal/readers/tmr_E0P5xwBFWrL8en/process_payment_intent

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or req_FguN6Q3Sus8YEt?

undone quarry Oct 13, 2022, 8:26 PM

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2nd one, thanks

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Hmmm.... I can see that the reader is currently online.

silk reef Oct 13, 2022, 8:30 PM

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Yeah! Right!

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Someone on here suggested that it was "setup incorrectly" and I needed to get it replaced.

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It was @odd tangle. In #1030200093304946709-terminal

undone quarry Oct 13, 2022, 8:32 PM

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reaching out for a replacement isn't necessarily a bad idea in this case. With Server-side integrations this should just work (as long as your reader is online).

silk reef Oct 13, 2022, 8:34 PM

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Created another request req_FguN6Q3Sus8YEt and got the same error. Reader is currently unreachable…

undone quarry Oct 13, 2022, 8:34 PM

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Do you still see the 192 DNS server address?

silk reef Oct 13, 2022, 8:35 PM

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Yes

undone quarry Oct 13, 2022, 8:37 PM

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Can you change that setting to one of the addresses listed here: https://stripe.com/docs/terminal/readers/bbpos-wisepos-e#reader-has-ip-address-and-can-communicate-with-stripe,-but-not-with-your-point-of-sale-application

silk reef Oct 13, 2022, 8:41 PM

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In diagnostics it says "DNS resolution: Passed"

undone quarry Oct 13, 2022, 8:41 PM

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We specifically call out which DNS severs to use so I'm suggesting you use those addresses as a next step

silk reef Oct 13, 2022, 8:42 PM

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So I need to change my local network settings to Cloudflare or Google Public DNS, right?

undone quarry Oct 13, 2022, 8:44 PM

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No

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The Wise POS E needs to be able to connect to the global internet. Part of doing that is to use a global DNS server

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At least that is how the WPE is configured to work

silk reef Oct 13, 2022, 8:46 PM

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Ok so if not on the WiFi router that it is using to connect I change that on the Wise POS E? If that's true how?

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And doesn't DNS resolution: Passed mean this isn't the issue?

queen niche Oct 13, 2022, 8:49 PM

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Hi there 👋 taking over for @undone quarry

Ok so if not on the WiFi router that it is using to connect I change that on the Wise POS E? If that's true how?
I don't understand what you're asking here. Can you elaborate?

silk reef Oct 13, 2022, 8:50 PM

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I @queen niche

queen niche Oct 13, 2022, 8:50 PM

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And doesn't DNS resolution: Passed mean this isn't the issue?
Not necessarily. I believe it may still say DNS resolution: Passed if it is connecting to a non-global DNS server

silk reef Oct 13, 2022, 8:50 PM

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Are you seeing the thread

queen niche Oct 13, 2022, 8:50 PM

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Yup

silk reef Oct 13, 2022, 8:51 PM

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So, apparently my Wise POS E is not connected to the internet. It shows as connected in the dashboard when I start it. But when I address it with a paymentINtent handoff I get an error saying that the reader cannot be found.

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If I request info on the reader it returns this object:
Stripe\Terminal\Reader Object
(
[id] => tmr_E0P5xwBFWrL8en
[object] => terminal.reader
[action] =>
[device_sw_version] =>
[device_type] => bbpos_wisepos_e
[ip_address] => 192.168.86.64
[label] => Accname Main Street
[livemode] =>
[location] => tml_E0P5xwwLGxI3Mb
[metadata] => Stripe\StripeObject Object
(
[oa_accid] => 1
[oa_accname] => accname
[oa_locationid] => 4
)

[serial_number] => WSC513223000030
[status] => offline

)

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status => offline

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I see that the IP address listed is a local one so I think what we are trying to do is make it so that is not where it looks.

queen niche Oct 13, 2022, 8:55 PM

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Does the physical device itself show that it is connected to the internet?

silk reef Oct 13, 2022, 8:55 PM

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Yes

queen niche Oct 13, 2022, 8:56 PM

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And is your server connected to the same LAN? In other words, are they able to communicate strictly within the LAN?

silk reef Oct 13, 2022, 8:57 PM

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The server is in a data center in PA.

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I'm adding Stripe to an active applicaiton and running a sandbox version prior to deployment

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Web application specifically

queen niche Oct 13, 2022, 9:03 PM

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Okay, got it. Let me dig a bit more on this and circle back in a few

silk reef Oct 13, 2022, 9:04 PM

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Ok thanks. BTW it was suggested that this device was "not setup properly" and I needed a new one

queen niche Oct 13, 2022, 9:11 PM

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Who suggested that?

silk reef Oct 13, 2022, 9:11 PM

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@odd tangle did

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@undone quarry suggested "
Can you change that setting to one of the addresses listed here: https://stripe.com/docs/terminal/readers/bbpos-wisepos-e#reader-has-ip-address-and-can-communicate-with-stripe,-but-not-with-your-point-of-sale-application "

BBPOS WisePOS E

Learn about the BBPOS WisePOS E reader.

queen niche Oct 13, 2022, 9:19 PM

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Alright, thanks for that context. I'm going to get another set of eyes here and make sure I'm double-checking my work. I'll circle back in a few minutes

silk reef Oct 13, 2022, 9:19 PM

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Thanks. Mysterious this one.

queen niche Oct 13, 2022, 9:20 PM

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Truly

silk reef Oct 13, 2022, 9:20 PM

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I hope our Connect customers don't have these issues with the readers they purchase.

queen niche Oct 13, 2022, 9:34 PM

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Is there any firewall on the network that the WPE device is running on?

silk reef Oct 13, 2022, 9:34 PM

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Nope, unless Google Fibre adds one that I don't know about.

queen niche Oct 13, 2022, 9:39 PM

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There's zero firewall? I would be surprised if this was the case. Do you know how to check?

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Not sure of the relevance (since I'm unsure what your Google Fiber setup/product is), but the below is from: https://support.google.com/fiber/answer/2464928?hl=en:

Both the Network Box and the Network+ Box have four gigabit Ethernet ports where you can plug in computers to get the highest speeds. The Mini Network Box has one Ethernet port. All Network Boxes are equipped with great Wi-Fi, and although Wi-Fi is slower than a wired connection, we have built in an advanced Wi-Fi radio to allow you to get as much speed as possible when you're not wired. Our firewall helps protect your home network from outside hackers without compromising speed.

silk reef Oct 13, 2022, 9:44 PM

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Hmm. Neither of those are my device.

queen niche Oct 13, 2022, 9:46 PM

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Got it. No worries. Just checking some preliminary boxes.

silk reef Oct 13, 2022, 9:46 PM

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I'm looking into the Google fiber thing. It is not like any network I've ever had. Only had it 6 months or so.

queen niche Oct 13, 2022, 9:53 PM

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On your device, can you go to Settings > Diagnostics > Scroll to the bottom, and take a picture of the result?

silk reef Oct 13, 2022, 9:56 PM

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queen niche Oct 13, 2022, 9:57 PM

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Can you scroll to the bottom of that view on the device?

silk reef Oct 13, 2022, 9:57 PM

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That's the bottom

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Here's the top

queen niche Oct 13, 2022, 9:59 PM

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Ah, okay. Thanks for that. Digging some more now

silk reef Oct 13, 2022, 9:59 PM

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thanks

queen niche Oct 13, 2022, 10:06 PM

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Alright, so it looks like we have to replace that reader. For some reason this was configured wrong and will need to be replaced (free of charge, obviously). Can you create a support thread using the link below and make sure to mention you were sent by me (two-shoes) on Discord?

This will allow me to pick it up and make sure it gets directly to the people that can replace the device for you.

https://support.stripe.com/contact/email

Contact Us | Stripe: Help & Support

Find help and support for Stripe. Our support center provides answers on all types of situations, including account information, charges and refunds, and subscriptions information. Get your questions answered and find international support for Stripe.

silk reef Oct 13, 2022, 10:07 PM

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I've started that process already citing karbi but I will include you as well. Thank you

queen niche Oct 13, 2022, 10:10 PM

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Okay, that works. Sorry to have to chase resolution for so long, only to arrive at the same conclusion, but I figured it was worth making sure all avenues were explored before sending you a new device. We'll likely have you send this device back as well, so we can do a full retro on what went wrong.

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Anyway, I'll make sure that thread lands with the right people who can help you get it replaced.

#artdudejoe