Sasha Bluesquare | Stripe Developers | Page 1

kindred daggerBOT Oct 4, 2023, 3:09 PM

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rancid salmon Oct 4, 2023, 3:17 PM

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Hey, still looking in to this with a colleague and will get back to you

green bluff Oct 4, 2023, 3:18 PM

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Thank you so much !

rancid salmon Oct 4, 2023, 3:22 PM

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Of course, still digging in to this but we have a couple of questions for you

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For 1, are connections successful if you retry, or do you consistently hit that error?

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For 2, that sounds like it may be expected since terminal flows use capture_method=manual. Are you making a request to capture those payments after the confirmation succeeds? If so, are you getting some kind of error or other blocker?

green bluff Oct 4, 2023, 3:25 PM

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For 1 If we retry sometime it work but sometime no...

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For 2 Yes we making a request to capture those payments after the confirmation succeeds but no we don't get any error in return.

faint epoch Oct 4, 2023, 3:29 PM

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Hi there 👋 I'm helping look into this. I believe that error is surfaced when the terminal SDK is unable to reach the Stripe API. When you encounter these connection issues, is your POS experiencing network disruptions? or is it still able to interact with other services?

Do you still see the Payment Intents in a requires_capture state after you make the request to capture it? If so, can you share the ID of a Payment Intent where you're seeing that behavior?

green bluff Oct 4, 2023, 3:30 PM

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No network problem I checked

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The ID of a paiement : pi_3NxVK8DJF73Ykm320vRBvo7N

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From our point of view our implementation works perfectly because it has been in production since May 2023, but since Friday we have encountered its errors completely randomly.

faint epoch Oct 4, 2023, 3:32 PM

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green bluff The ID of a paiement : pi_3NxVK8DJF73Ykm320vRBvo7N

No request was made to capture that Payment Intent, which is why it's still in a requires_capture state.

green bluff Oct 4, 2023, 3:33 PM

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Okay, but why does our implementation work on all other payments? We don't understand why payments aren't captured randomly

faint epoch Oct 4, 2023, 3:34 PM

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I don't know, I don't have insight into what is happening on your end of the flow. All I'm able to see is that no request was made to capture that intent.

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Are you seeing any errors logged from your code from around the part of it that tries to capture these payments?

green bluff Oct 4, 2023, 3:35 PM

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No, no errors, the flow works in 80% of cases. And I specify that all payments made on the account are made exclusively via TPE

faint epoch Oct 4, 2023, 3:36 PM

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What is TPE?

green bluff Oct 4, 2023, 3:36 PM

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Our question is why errors 1 and 2 occur randomly? We have no way to log errors

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Paiement terminal sorry

faint epoch Oct 4, 2023, 3:40 PM

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Problem 2 occurs because requests aren't being made to capture the intents. We won't be able to provide insight into why that's happening, you'll need to look at your code and diagnose why it sometimes isn't making those requests.

green bluff Oct 4, 2023, 3:41 PM

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Ok thank you

faint epoch Oct 4, 2023, 3:41 PM

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Concern 1, I'm going to need more information about to try to guess at what could be happening.

green bluff Oct 4, 2023, 3:41 PM

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Yes

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The only information I have is that payment terminals randomly fail to connect to Stripe, which prevents their use even though they are well connected to the internet.

faint epoch Oct 4, 2023, 3:45 PM

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If that is "completely random" it's going to be very difficult to try to pinpoint the concern.

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Do you have multiple readers as part of your integration, or just 1?

green bluff Oct 4, 2023, 3:46 PM

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I agree with you, we don't understand the problem either

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We have 2 reader

faint epoch Oct 4, 2023, 3:47 PM

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Is the problem happening for both of them, or only one?

green bluff Oct 4, 2023, 3:47 PM

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And errors are encountered on both reader

faint epoch Oct 4, 2023, 3:47 PM

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Are those readers at the same location and on the same network?

green bluff Oct 4, 2023, 3:47 PM

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yes

faint epoch Oct 4, 2023, 3:47 PM

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And what type of readers are they?

green bluff Oct 4, 2023, 3:48 PM

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I don't know exactly, I don't have access rights in the administration area to view this information

kindred daggerBOT Oct 4, 2023, 3:50 PM

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green bluff Oct 4, 2023, 3:50 PM

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BBpos WisePOS E

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I just asked

kindred daggerBOT Oct 4, 2023, 3:54 PM

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faint epoch Oct 4, 2023, 3:55 PM

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Gotcha. The fact that it works most of the time, keeps leading me to suspect some sort of transient concern, which in my experience is typically network related. It seems the readers are encountering timeouts, but I'm not sure why. Looking to see if we've received reports of others running into this.

green bluff Oct 4, 2023, 3:57 PM

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Thank you very much, I'll have to leave... Is there a way we can continue to exchange this in order to keep me informed on the subject?

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Yes I will continue

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Thx JJ

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I'll let JJ take over the conversation

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Thanks

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Hello Toby

faint epoch Oct 4, 2023, 4:00 PM

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Hi there 👋

covert citrus Oct 4, 2023, 4:01 PM

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👋 I'm taking over as @faint epoch has to run, but I don't know much about this so I'm pulling in someone else from my team to help with this

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cobalt plover Oct 4, 2023, 4:02 PM

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hello folks, also jumping in to help out, give me a moment to catch up

green bluff Oct 4, 2023, 4:03 PM

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thanks

cobalt plover Oct 4, 2023, 4:07 PM

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@green bluff let's start here re: your second issue

Okay, but why does our implementation work on all other payments? We don't understand why payments aren't captured randomly
you shared a PaymentIntent which was in status: requires_capture and you're saying that was unexpected as other PaymentIntents were captured fine. Do you have an example of another PaymentIntent which was captured just fine? I'm hinting that you're using automatic capture on those and not others so seeing an example could help

green bluff Oct 4, 2023, 4:08 PM

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it is always the same

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there is no difference between payments

cobalt plover Oct 4, 2023, 4:09 PM

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re: connection issues

this.terminal.connectReader(reader)) from SDK Javascript is not working with the error : CONNECI-I'message: could not connect to stripe. Please retry., code « reader_error »
as my colleagues said earlier, hard one to pin down but the JS SDK talks to readers over the local network and therefore can run into many issues. Some of it are related to network configurations where DNS resolution doesn't work but that doesn't seem to be your scenario cause it is intermittent.
the other issue I've seen here is multiple point of sale applications (running JS SDK) trying to connect to the same reader
Stripe built the "server driven" integration for that reason as it prevents the errors that are hard to pin down with the JS SDK talking to the reader

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there is no difference between payments
to clarify, having a PaymentIntent in "requires_capture" state isn't an error. It is just a state of the PaymentIntent which needs to be advanced.

green bluff Oct 4, 2023, 4:10 PM

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can we take problem separately

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let s talk about this one this.terminal.connectReader(reader)) from SDK Javascript is not working with the error : CONNECI-I'message: could not connect to stripe. Please retry., code « reader_error »

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first

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I have read your message

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but what is the conclusion ?

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what is the solution you propose ?

cobalt plover Oct 4, 2023, 4:15 PM

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yes would prefer we take one at a time

what is the solution you propose ?
these issues are hard to debug as it all comes down to the specific network where the point of sale (POS) app and Reader are. Which is why Stripe built a different integration called "Server Driven Integration" where your POS talks to your server which in turn talks to the reader over the internet. That integration avoids all the implicit issues with JS SDK of which the major one was this type of connection issue

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what I could do is, if you tell me the reader and the timestamp when the reader ran into the connectReader() error, I can try to debug but I would have limited visibility into it from my side since it is network dependent on the location

green bluff Oct 4, 2023, 4:19 PM

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Before swtiching to with stripe TPE I have never had any issues

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to switch to stripe POS

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I don't buy your hypothesis on my network

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Can we do basic check ? Hard reset of POS ? or change the POS ? before concluding we can do nothing

cobalt plover Oct 4, 2023, 4:25 PM

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I don't buy your hypothesis on my network
I hear you - I have talked to many users over the years about connection issues on the JS SDK and there are a number of network configuration issues that all result in the POS not being able to connect to the reader. Saying from experience - I really would prefer if the JS SDK integration wouldn't encounter this but sadly it does due to talking locally over the network

Can we do basic check ?
sure, which is why I asked for
if you tell me the reader ID and the timestamp when the reader ran into the connectReader() error, I can try to debug but I would have limited visibility into it from my side since it is network dependent on the location

Hard reset of POS ? or change the POS ?
nope, hard reset won't address this. Changing POS makes sense if it is fully borked or has messed up firmware, this likely won't be. I'd have suggested those to you if I wanted to throw out random theories but that's not the case here 🙂

green bluff Oct 4, 2023, 4:29 PM

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WSC513105001148

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WSC513105001148

cobalt plover Oct 4, 2023, 4:29 PM

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and the timestamps for when the error occurred? that way I can narrow down on logs in our side

green bluff Oct 4, 2023, 4:30 PM

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12h48

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12h52

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today

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03/10/2023 18h59

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WSC513105001143

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I have two POS

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To sum up: two POS
WSC513105001143
WSC513105001148
Three timestamps
03/10/2023 18h59
04/10/2023 12h48 & 12h52

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tell me if you need anything else

cobalt plover Oct 4, 2023, 4:36 PM

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what timezone is that?

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rather can you provide UTC timestamp for that, so we're aligned

green bluff Oct 4, 2023, 4:37 PM

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CEST

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UTC +2

cobalt plover Oct 4, 2023, 4:42 PM

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thanks, looking

green bluff Oct 4, 2023, 4:42 PM

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tks

green bluff Oct 4, 2023, 4:57 PM

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did you find something ?

cobalt plover Oct 4, 2023, 5:00 PM

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still looking (juggling a couple of other things)

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I see logs (and errors) for WSC513105001143 , trying to understand timeline of events and see if there's more to glean

green bluff Oct 4, 2023, 5:03 PM

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ok I wait

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let me know

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still here ?

cobalt plover Oct 4, 2023, 5:20 PM

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yep still here and even if I drop, a colleague will take over. Digging into other tools, not clear "why" we're seeing a ConnectionToken request is failing before that and whether that's the root issue

green bluff Oct 4, 2023, 5:23 PM

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ok I need to leave, can you please let this communication open for me and sasha ?

cobalt plover Oct 4, 2023, 5:24 PM

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won't be able to leave it open as this channel auto archives threads and is for live chats. What I recommend is that you open a support case with https://support.stripe.com/contact and mention that you were looking into connection issues in the JS SDK and toby / hmunoz on Discord helped you. They will be able to get you in touch with us and we can continue there.

green bluff Oct 4, 2023, 5:28 PM

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DOne I have just created an ticket

cobalt plover Oct 4, 2023, 5:28 PM

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great, thank you

green bluff Oct 4, 2023, 5:29 PM

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thanks for your help

#Sasha Bluesquare