bwurtz999 | Stripe Developers | Page 1

violet quiverBOT Apr 24, 2023, 3:55 PM

#

steel prairie Apr 24, 2023, 3:56 PM

#

Hi 👋

Taking a look. What kind of readers are these?

pastel light Apr 24, 2023, 3:56 PM

#

Wise POS

#

WSC513128034096

steel prairie Apr 24, 2023, 3:56 PM

#

This is rather confusing. The error is being sent by the reader to the Stripe API

pastel light Apr 24, 2023, 3:57 PM

#

Oh... what does that mean?

steel prairie Apr 24, 2023, 3:57 PM

#

Well it means the reader is trying to update Stripe that something is wrong.

pastel light Apr 24, 2023, 3:57 PM

#

Ok

#

I'm having my managers turn them off and turn them back on to see if that fixes it

#

Should know in a minute or two

#

But payments are not working right now

#

Two separate locations/readers

#

WSC513128034097 is the other reader that was having an issue

#

^this one was fixed by power cycling it just now

#

I'm hoping that fixes the other one as well

#

But I need to know what caused this so I can prevent it from happening again

#

Is there a more detailed error message that you have access to that you can share?

#

Ok both have been fixed and are working now

steel prairie Apr 24, 2023, 4:02 PM

#

Okay let me reach out to my colleagues to investigate what could be behind these issues

pastel light Apr 24, 2023, 4:02 PM

#

Thank you

#

Ok now I'm getting weird timeout errors on one of the readers - req_Xd7yTdOuq5bOc4 - but only on the request to process payment

#

But my manager says that nothing is showing up on the card reader no matter what she does. The cart is never updated

#

She is power cycling it again

#

The other location that was having this problem looks like it's fixed and working fine

#

but I'm not seeing errors on any requests to update the cart

#

Looks like power cycling it the second time has fixed it

pastel light Apr 24, 2023, 4:38 PM

#

@steel prairie any update on this?

steel prairie Apr 24, 2023, 4:39 PM

#

Digging. So far nothing too out of the ordinary jumping out but I'm reaching out to our terminal team specifically

pastel light Apr 24, 2023, 4:39 PM

#

Ok thanks

steel prairie Apr 24, 2023, 5:14 PM

#

sorry I'm not getting a lot of traction here

violet quiverBOT Apr 24, 2023, 5:18 PM

#

pastel light Apr 24, 2023, 6:50 PM

#

Do you have any idea what happened? Even if it' just a guess? This completely shut down sales for us so I need to try and figure out what happened

steel prairie Apr 24, 2023, 6:52 PM

#

It is being investigated currently. I would recommend power cycling (on/off) as a remediation approach. You can write in to Support here: https://support.stripe.com/?contact=true and we can keep you informed as we work to identify what is going on. Mention my screen name so it's easier to find.

#

And let me know here when you have sent in the message so I can search for it.

violet quiverBOT Apr 24, 2023, 8:47 PM

#

safe plume Apr 24, 2023, 8:56 PM

#

@pastel light just catching up here. Let me know if you've followed up with the support team and mentioned snufkin in your request

#bwurtz999