Rez | Stripe Developers | Page 1

tame duneBOT Dec 7, 2022, 6:42 PM

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green token Dec 7, 2022, 6:47 PM

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Do you have an example device serial number I can use to dig a bit deeper? Are you able to reproduce this behavior?

timber sky Dec 7, 2022, 6:49 PM

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Yeah for sure!

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WSC513128044918 this is one of the many readers

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I can provide multiple if needed

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But the issue started happening last week and has been persistent ever since

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Typically it's like a 3-5 minute window of connection if you don't use the reader.

But for payments a typical scenario would be: process a payment, then about 5-10 seconds later connection drops and you need to reconnect to the reader

green token Dec 7, 2022, 6:56 PM

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Is it consistently reproducible though? Or seemingloy random?

timber sky Dec 7, 2022, 6:57 PM

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Very consistently reproducible.

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It has been a consistent issue since Friday of last week

reef path Dec 7, 2022, 7:00 PM

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Hello! I'm taking over and catching up...

timber sky Dec 7, 2022, 7:01 PM

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Hello!

reef path Dec 7, 2022, 7:01 PM

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When the connection drops what errors do you see? When you try to reconnect immediately does that work, or do you need to wait a bit before the connection succeeds again?

timber sky Dec 7, 2022, 7:01 PM

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Every time I try to reconnect, reconnects without an issue

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So it's immediate

reef path Dec 7, 2022, 7:02 PM

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Has anything changed with your network setup recently? Firmware upgrade on a router? New router? New ISP? Anything like that?

timber sky Dec 7, 2022, 7:02 PM

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Nope - network has been untouched for months

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It hasn't just affected 1 client, all of the clients are complaining that they have to go through the reconnection step after each payment

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And same goes for the network for all of our clients

reef path Dec 7, 2022, 7:03 PM

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This is across different locations?

timber sky Dec 7, 2022, 7:03 PM

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Yes - but they're under 1 corporation

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but no network changes anywhere, have confirmed that multiple times now since that's what i was suspecting

reef path Dec 7, 2022, 7:04 PM

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Can you give me a couple of other serial numbers to check, preferably ones from different locations?

timber sky Dec 7, 2022, 7:04 PM

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Of course, 1 minute please

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1.WSC513128044918 (this was the one I sent before)
2. WSC513125001207
3. WSC513128044155

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All 3 are from 3 different locations

reef path Dec 7, 2022, 7:06 PM

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Thanks! Let me take a look...

timber sky Dec 7, 2022, 7:06 PM

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Thank you

reef path Dec 7, 2022, 7:06 PM

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In the meantime, do you have any error/connection logs from the Android app that you can share?

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Hm, can you verify WSC513125001207 is correct and is an active reader?

timber sky Dec 7, 2022, 7:11 PM

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Screen_Shot_2022-12-07_at_11.10.56_PM.png

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Yes sir, it is correct

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Woops

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sorry

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wrong one

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My apologies - mixed up the serial numbers

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WSC513142091517

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this is the correct one

reef path Dec 7, 2022, 7:20 PM

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I'm mostly seeing DNS and network timeout errors on these. WSC513128044918 and WSC513142091517 are mostly DNS errors, and WSC513128044155 is mostly connection timeout errors.

There are a couple of errors here and there about connection tokens, so you may want to verify or add additional logging to your connection token code on both your server and client. See section three of this page under the Android tab for more details: https://stripe.com/docs/terminal/payments/setup-integration

timber sky Dec 7, 2022, 7:22 PM

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hmmm, that's weird. So they're network related for the most part

reef path Dec 7, 2022, 7:27 PM

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Looks like it from our end, yep. You may be able to see more in your app logs (or by adding more robust logging to your app).

timber sky Dec 7, 2022, 7:28 PM

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Wait sorry, it's from your end?

reef path Dec 7, 2022, 7:31 PM

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I mean the logs we can see on our end.

timber sky Dec 7, 2022, 7:31 PM

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Ohh gotcha, okay

reef path Dec 7, 2022, 7:31 PM

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The reader and SDK send some logs to us, and in those logs we see DNS issues and connection timeouts.

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But they seem to be caused by network issues at the locations where the readers are.

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Sorry I wasn't more clear about that. 😅

timber sky Dec 7, 2022, 7:33 PM

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Haha no worries! Thanks for your help either way. I'll try to diagnose more on our end and add more logging to see what the problem is specifically

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Seems kind of weird though since the integration code has been untouched for a while and it only started happening recently

reef path Dec 7, 2022, 7:35 PM

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Yeah, it seems like something probably changed somewhere. Maybe your DNS provider, ISP, or network provider made some kind of change? It's also possible there's some kind of automatic updates that happened somewhere which might be related, but more logging will help narrow it down.

timber sky Dec 7, 2022, 7:36 PM

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That's helpful!

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@reef path one more question before I head out, if that really is the case and ISP made changes which is causing the connection problems, would we resolve this with the ISP or is there anything we can do to potentially not run into this problem anymore?

reef path Dec 7, 2022, 7:49 PM

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As a first step I recommend you switch DNS servers to something like CloudFlare's public DNS and see if that solves the problem or not.

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That will at least rule out one possibility.

timber sky Dec 7, 2022, 7:52 PM

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Makes sense. Thank you so much! I'll try that and also contact the ISP to make sure they have not made any changes

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All of these 3 locations have the same ISP

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@reef path would you mind checking the logs for 1 more serial number for me?

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The previous 3 I provided was for Canadian businesses, the one I want to check is based in the US

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WSC513128033704 this is the serial number

reef path Dec 7, 2022, 7:58 PM

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A mix of timeouts and DNS errors on that one.

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Mostly timeouts though.

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I have to run, but @gusty merlin is taking over and can help you further if you have additional questions. Good luck with it!

timber sky Dec 7, 2022, 8:00 PM

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Thank you very much!

#Rez