bwurtz999 | Stripe Developers | Page 1

cold drumBOT Mar 17, 2023, 2:56 PM

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mild niche Mar 17, 2023, 2:57 PM

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Hi there

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Give me a moment to take a look

summer loom Mar 17, 2023, 2:58 PM

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Thank you

mild niche Mar 17, 2023, 3:08 PM

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So far nothing jumping out to me.

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Still looking though

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Hmm yeah on my end it just looks like the card was never presented.

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Let me see if I can see any other logs internally

summer loom Mar 17, 2023, 3:10 PM

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Interesting. I wasn't onsite but I trust the report I got from my manager. She says the card was tapped and then the reader screen reset

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Still nothing to indicate that a card was presented?

mild niche Mar 17, 2023, 3:25 PM

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Not seeing anything no. Is it possible there was a network blip on your side during this time and the Reader lost conection?

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Like that is the only thing I'm coming up with

summer loom Mar 17, 2023, 3:30 PM

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Hmm ok. I guess that's possible

mild niche Mar 17, 2023, 3:31 PM

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Is it possible that there is a mixup in PI? Like there was another PI handled by that reader successfully ~15 seconds beforehand

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Or is it more likely that was just another customer?

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Not sure how long your checkout process takes

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But could that second PI have been created on accident and just got mixed up with the first one when looking at it?

summer loom Mar 17, 2023, 3:33 PM

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I could investigate that. This is used at roughly two dozen locations so if it was prone to that kind of error I feel like it would be happening much more freuqently

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But I can check

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Something else has come up just now that I think is more urgent. Can we switch to discussing a different error?

mild niche Mar 17, 2023, 3:34 PM

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Sure

summer loom Mar 17, 2023, 3:34 PM

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Thanks!

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So I have attempts to instruct the card reader to accept payment that are failing

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And they are happening right after I update a payment intent

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Here are three successive request IDs

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req_wxnWansKJN53tv
req_QcZ38v2FuD5xtb

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req_pPa9sCQOurPIi8

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1 succeeds and 2 and 3 fail

mild niche Mar 17, 2023, 3:37 PM

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Yeah that looks like essentially an object lock to me. Surprised we don't respond with a 429 here...

summer loom Mar 17, 2023, 3:38 PM

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Any idea why they would be failing?

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The update payment intent function has finished before the accept payment function is called (in my code)

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But it says the reader is busy

mild niche Mar 17, 2023, 3:39 PM

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Ah okay these are sequential

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So you get the response

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Hmmm

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That's strange

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Let me look more

summer loom Mar 17, 2023, 3:49 PM

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What I've done as a quick fix is to put in a loop that runs 10 times and tries to trigger the reader to accept payment each time if the previous one failed

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Hopefully that works

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I don't experience this error locally

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So it's tough to debug

mild niche Mar 17, 2023, 3:50 PM

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I'm working on tracking down what request the reader is hung up on

summer loom Mar 17, 2023, 3:50 PM

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Thanks

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Yeah that's what's so confusing for me. I don't know what else it would be doing

mild niche Mar 17, 2023, 3:50 PM

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Yeah I agree. Give me a few more mins

summer loom Mar 17, 2023, 3:51 PM

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Thank you

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I'm hearing from several managers about this problem. This is affecting multiple units. Seems to have started happening in the last day or two

mild niche Mar 17, 2023, 3:57 PM

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Got it. A colleague is looking with me as well. If needed we will escalate to our Terminal Eng team as this doesn't seem expected afaict

summer loom Mar 17, 2023, 3:57 PM

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The loop I put in isn't working either

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It waits 30ms before retrying and each time it fails

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Something strange I just noticed is that sometimes it is returning a busy error and sometimes is it returning a unreachable error

mild niche Mar 17, 2023, 4:02 PM

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Yeah we are seeing some network errors for the reader

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Which aligns with that

summer loom Mar 17, 2023, 4:03 PM

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Some use a wired connection and some use wifi

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if that matters

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Is there anything I can do right now to try and fix this?

mild niche Mar 17, 2023, 4:05 PM

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Still checking what we can see from our end. I think there is a chance you are going to want to check on network connection and see if that is related here. I'd like to confirm from our end though that it is network related as the root cause

summer loom Mar 17, 2023, 4:06 PM

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I understand that's a possibility, but I'm having this issue with at least 3 different locations all with different networks

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Is the 'run health check' in settings the right way to check the connection?

mild niche Mar 17, 2023, 4:08 PM

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Yeah would be curious what that shows

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Going to get someone from our Terminal Eng team to see if they have further insight here. Will likely take a few mins to get their eyes on this so hang tight

summer loom Mar 17, 2023, 4:09 PM

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OK thank you

mild niche Mar 17, 2023, 4:10 PM

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To clarify, you are only seeing this if you update a PI ahead of attempting to process?

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And it works if you don't call this update?

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Or is that not necessarily true?

summer loom Mar 17, 2023, 4:12 PM

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I think it can happen in different scenarios but the main one I'm focused on right now is when I update the PI and then immediately (attempt to) make the reader ready to accept payment

mild niche Mar 17, 2023, 4:12 PM

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Gotcha thanks

summer loom Mar 17, 2023, 4:38 PM

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Any update here?

mild niche Mar 17, 2023, 4:39 PM

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Not yet. Still waiting on someone from our Terminal team to be available.

summer loom Mar 17, 2023, 4:39 PM

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ok

mild niche Mar 17, 2023, 4:50 PM

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Okay someone is looking now. Couple more mins

summer loom Mar 17, 2023, 4:55 PM

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Thank you!

cold drumBOT Mar 17, 2023, 5:14 PM

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cold drumBOT Mar 17, 2023, 6:47 PM

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obsidian mist Mar 17, 2023, 6:54 PM

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Sorry for the lack of updates- we've still got folks looking, it's just taking a while

summer loom Mar 17, 2023, 6:54 PM

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thanks @obsidian mist

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After some more testing with my manager, I think the unit is defective

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It's plugged in and charging but it's losing charge

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I had her restart it and the problem continued

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I ran a health check on the network and it said it was fine

obsidian mist Mar 17, 2023, 6:55 PM

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Is this just happenign for the one unit, or multiple?

summer loom Mar 17, 2023, 6:55 PM

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But then the request to update the reader failed again

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One

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Turns out the issues at other units were different problems

obsidian mist Mar 17, 2023, 7:00 PM

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gotcha

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Just to confirm - the reader that has issues is STR706250005014 right?

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or is it a different one?

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@summer loom Just checking to see if you saw my quesiton

cold drumBOT Mar 17, 2023, 8:44 PM

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summer loom Mar 17, 2023, 9:03 PM

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Sorry I got distracted

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I believe the faulty reader is WSC513128025990

obsidian mist Mar 17, 2023, 9:05 PM

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👍 thank you!

summer loom Mar 17, 2023, 9:05 PM

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Sorry for the delay

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Does it sound like the reader is faulty to you?

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Could we get a replacement?

obsidian mist Mar 17, 2023, 9:19 PM

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still checking some things but can you quickly confirm - after the reboot are you still getting the same errors you saw before? From the logs we have on our end it does look like some requests are succeeding

summer loom Mar 17, 2023, 9:21 PM

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Yes even after the reset we were not able to set the reader display, even after validating the network using 'Run Health Check'

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I don't see any successful requests to tmr_FA2f6w0fdvvYel

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Can you point to a successful request for that reader?

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And even if we could connect to it successfully, the battery was losing charge

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While plugged in

obsidian mist Mar 17, 2023, 9:25 PM

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https://dashboard.stripe.com/logs/req_ZvPvV0wyYIgJ3x is an example of one that seems to be successful

summer loom Mar 17, 2023, 9:26 PM

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Hmmm

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that's a clear reader screen request right?

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This was after the reboot

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But right before this we were getting responses like for req_zIucp2nohj8r4g

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Same exact action

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Weird

obsidian mist Mar 17, 2023, 9:29 PM

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Is it possible for you to try (the set reader display) one more time right now and see what happens? I wonder if it just took some time for the reader to correct itself after the reboot

summer loom Mar 17, 2023, 9:30 PM

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Tyring now

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And now it's working

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This is driving me insane

obsidian mist Mar 17, 2023, 9:34 PM

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phewww I was worried for a minute there you were seeing something completely different

summer loom Mar 17, 2023, 9:42 PM

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No I see it working

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But right after the reboot it definitely wasn't

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What would cause that?

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And does this mean the battery issue is fixed too?

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The manager is gone for the day so no one is there to check it. Can that be viewed over the API?

obsidian mist Mar 17, 2023, 9:49 PM

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Yeah I'm asking now on what the issue actually was - my guess is that whatever it was took some time to fully resolve itself after the reboot

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It's hard to say for sure whether this fixed the battery issue and with the server-driven integration there's no way to retrieve the battery levels through the API either

summer loom Mar 17, 2023, 9:53 PM

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Any initial ideas about the unreachable error? Today was day 1 for a new client and right now I've got nothing to tell them...

obsidian mist Mar 17, 2023, 9:58 PM

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Nothing on that yet, but for the battery one - while you can't retrieve that through the API I definitely see from our own logs that the battery levels for that reader is steadily decreasing

summer loom Mar 17, 2023, 10:00 PM

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Dang

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My manager tells me it's plugged in

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The charging symbol is visible

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This photo is from a few hours ago

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This photo is from a few hours ago

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obsidian mist Mar 17, 2023, 10:03 PM

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Yeah I'd say the reader should just be replaced at this point - you should be able to start that process through the dashboard now

summer loom Mar 17, 2023, 10:03 PM

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Ok where do I do that in the dashboard?

obsidian mist Mar 17, 2023, 10:07 PM

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If you go to your terminal hard orders (https://dashboard.stripe.com/terminal/hardware_orders) and click on a specific order you should see some options (like return, contact support)

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The options that are available will depend on how recently the order was made

summer loom Mar 17, 2023, 10:09 PM

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Great thank you very much!

obsidian mist Mar 17, 2023, 10:10 PM

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👍 glad we could help! (and sorry that this device wasn't working as expected).

summer loom Mar 17, 2023, 10:12 PM

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All good

#bwurtz999