bwurtz999 | Stripe Developers | Page 1

candid jacinthBOT May 19, 2023, 2:23 PM

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tepid cloak May 19, 2023, 2:23 PM

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Let me get a colleague who's better with terminal to assist

worn niche May 19, 2023, 2:25 PM

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Thank you

brittle ingot May 19, 2023, 2:28 PM

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can you run a network diagnostic from the settings menu in the reader and see what that says?
https://stripe.com/docs/terminal/readers/bbpos-wisepos-e#updating

we do have some telemetry from the reader but it's mostly saying it can't connect to our servers due to various network errors and SSL timeouts so maybe something on your network is blocking/firewalling something

worn niche May 19, 2023, 2:30 PM

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It's back up and running now, but there was a 30 minute period or so where the screen wouldn't update

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And I ran a network health check during that time period

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and it said 'Your current network is healthy'

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This completely shut down our service because we couldn't take card payments

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Why is it now suddenly working?

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It's using the same network as before

brittle ingot May 19, 2023, 2:35 PM

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maybe it was installing an update?

worn niche May 19, 2023, 2:35 PM

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There was nothing on the screen to indicate that. It was the standard screen

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Would it do that in the background and interrupt service?

brittle ingot May 19, 2023, 2:37 PM

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no, but it can restart at midnight to install updates (https://stripe.com/docs/terminal/fleet/reboot-time). It decides local midnight based on the Location it's registered in, maybe you moved physical location or timezone so it doesn't match?

worn niche May 19, 2023, 2:37 PM

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No, it was working at the same location yesterday

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Something strange was going on. I could see the Ethernet symbol on the reader screen, and at the same time the Dashboard was telling me it was offline

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After a restart it started working again

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Do you know what would cause this behavior?

brittle ingot May 19, 2023, 2:39 PM

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not really no

brittle ingot May 19, 2023, 2:40 PM

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worn niche Something strange was going on. I could see the Ethernet symbol on the reader sc...

that could be caused by your network being down(the Ethernet symbol just means it has an assigned IP, not that it can reach the internet or Stripe)

worn niche May 19, 2023, 2:41 PM

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Interesting

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Ok

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And you don't see any strange behavior from this reader right now do you?

brittle ingot May 19, 2023, 2:44 PM

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no

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looking at telemetry all I really see is that at 0:54 (UTC) it rebooted(as I mentioned above, it does that) and then we have no more telemetry until 13:10 UTC a couple of hours ago

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there ares some mentions of scanning for Wifi so note https://stripe.com/docs/terminal/payments/setup-reader/bbpos-wisepos-e#network-priority like

The BBPOS WisePOS E resets its priority to Ethernet when rebooting. Even if previously configured for WiFi, the reader switches to Ethernet if it detects an Ethernet cable connection while starting up.
maybe in your setup you previously were using Wifi and it switched to Ethernet and your network settings are different there

worn niche May 19, 2023, 2:55 PM

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Yeah the reboot must've fixed whatever was going on

#bwurtz999