mrelliot69

[bright ore]

Hello 👋
How can I help

[sour rose]

Im having some trouble with the terminal since 1 hour ago

the terminal allways display an error message saying "Something went wrong" but when retreving the status of the terminal with api i dont get any failure code

[bright ore]

Can you share the serial number?

[sour rose]

yap sure

WSC513124010264

[bright ore]

Can you also share a picture of the reader?

[sour rose]

The reader just displays de info button and the message "Something went wrong"

only that, theres no more info on the screen

[bright ore]

Have you tried restarting it? In our logs, we're seeing it having connection issues with our server

[sour rose]

no because, first i need to find a way to handle this type of error

otherwise the person who haves the reader will not be able to understand what happens and what action she needs to take

[bright ore]

There's no way to handle this programatically. On our end we're seeing it as a network issue but could be a faulty reader.

A restart would allow the reader to reset processes and reestablish connection

[sour rose]

if you know that theres a connection issue i als should be able to retrive that from the api

[bright ore]

do you have a request ID for the API request where you're trying to retrieve the reader?
https://support.stripe.com/questions/finding-the-id-for-an-api-request

[sour rose]

sure req_haAoMq7EKpN9aZ

req_eZlHhIkrwprDBP

[bright ore]

And can you copy paste the complete response too?

[sour rose]

{
    "id": "tmr_FGRKygiAoe52I2",
    "object": "terminal.reader",
    "action": {
        "failure_code": null,
        "failure_message": null,
        "process_payment_intent": {
            "payment_intent": "pi_3NAx37CRI4H2eNZZ1YMUjFqm"
        },
        "status": "in_progress",
        "type": "process_payment_intent"
    },
    "device_sw_version": "2.12.2.3",
    "device_type": "bbpos_wisepos_e",
    "ip_address": "192.168.1.67",
    "label": "Reader",
    "last_seen_at": 1684855357772,
    "livemode": false,
    "location": "tml_FFczpgXY4WN8dO",
    "metadata": {
  
    },
    "serial_number": "WSC513124010264",
    "status": "online"
}

[bright ore]

Based on the API response, it seems like the reader is stuck processing a payment
Which could happen if the network gets disconnected in the middle of the flow

[sour rose]

but how do i know that its stuck? since the status of the reader is in_progress

[bright ore]

We usually have a timeout that updates the API with the latest status. It doesn't seem like that's happening here.

I'd recommend writing into our support with as much details you can provide as this would require a deeper investigation, it isn't something we can do while on discord

https://support.stripe.com/?contact=true