mordil | Stripe Developers | Page 1

deep lotusBOT Jun 15, 2023, 4:26 PM

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bronze jay Jun 15, 2023, 4:26 PM

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We've gathered a lot of information from the user which we've compiled in this doc https://peeksters.notion.site/Virtualis-VR-Investigations-f692f961ef774d0db0d824b8e3fbf365?pvs=4

Peek Product on Notion

Virtualis VR Investigations

Ongoing doc that has the reports from Virtualis, with Sentry & New Relic investigations.

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Our ask is to see if Stripe has any additional insight from their logs with the device as to issues that may be arising

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All of the timestamps are +/- 5 minutes of the actual event, and are listed on the left-hand side Table of Contents

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Their device IDs and Location ID are listed in a table in the doc

flint coral Jun 15, 2023, 4:30 PM

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None of the reports seem to include the reader serial number, and there are three listed at the start of the doc - am I just looking in the wrong place?

bronze jay Jun 15, 2023, 4:30 PM

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The individual reports all mention the same reader, but I don't know which serial number that correlates with

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They have 3 on their account

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One sec, I may be able to grab it from Sentry metadata...

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WSC513208040004 is the serial number showing up in all our Sentry logs, so I assume that's the one in use in all the reports

flint coral Jun 15, 2023, 4:34 PM

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gotcha - I can spot check some of these reports, but I'm not going to be able to do a detailed check of all 18 in this channel

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was there a specific one you wanted me to start with?

bronze jay Jun 15, 2023, 4:34 PM

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Maybe Report 3, from last Friday at 1628 US Central

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and Report 13, from Monday at 1704 US Central

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Also, generally, at what latency level do you expect to see issues with the hardware? This partner is regularly seeing 500+ms latency, even communicating with the hardware reader

flint coral Jun 15, 2023, 4:52 PM

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Looked at both reports - I'm not seeing anything that's jumping out from me in our logs. Just some logs indicating payment failed because the transaction timed out

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Is this something that your user is ONLY seeing on the one device, and not their other two? If their other two devices are working fine on the same network setup that points to something maybe being wrong with the one device

flint coral Jun 15, 2023, 5:13 PM

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@bronze jay just checking in - does that make sense?

deep lotusBOT Jun 15, 2023, 5:15 PM

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bronze jay Jun 15, 2023, 5:20 PM

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@flint coral That makes sense. What's the general latency we should be aiming for reliability?

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I don't know if they've tried the others, I'm following down that avenue to see if they can try another model or we send them a new one.

They're also looking to hardwire the readers to get off of Wifi

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I think the worst part is that the hardware seems to be "freezing" if they hit these timeouts, requiring the reader to be restarted

flint coral Jun 15, 2023, 5:22 PM

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Yeah I can imagine that's not a good experience - I don't think we have specific latency requirements for this (sorry I don't have exact numbers)

deep lotusBOT Jun 15, 2023, 5:22 PM

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bronze jay Jun 15, 2023, 5:34 PM

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I guess the last thing to really ask is: Is there negative impact to what they're seeing? Ie. are customers getting double pending charges?

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I know they won't actually be double charged, since the transaction "failed", but if they see two pending charges they are likely to be upset

flint coral Jun 15, 2023, 5:36 PM

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They definitely wouldn't be seeing double pending charges (if they were, that's something you should definitelyy flag to us)

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They'd only see double pending charges if you created multiple payment intents for them and attempted all of them

#mordil