bwurtz-terminal-error | Stripe Developers | Page 1

stable hullBOT Oct 30, 2023, 9:44 PM

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Hello! We'll be with you shortly. Below are links to other discussions we've had with you in the past week in case you want to review that information. If your question is related to one of these previous discussions, please provide a comprehensive summary of the current state and what you need help with now. We help many users simultaneously, so a summary allows us to resolve your issue as soon as possible.

bwurtz999, 4 hours ago, 17 messages
bwurtz999, 5 days ago, 14 messages

mellow nacelle Oct 30, 2023, 9:45 PM

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Give me a few minutes and I can take a look!

dry fable Oct 30, 2023, 9:45 PM

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Thank you

mellow nacelle Oct 30, 2023, 9:56 PM

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Do you see anything happening on the reader-side/screen when you attempt to process the PaymentIntent?

dry fable Oct 30, 2023, 9:57 PM

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Nothing

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It's just the standard Stripe splash screen

mellow nacelle Oct 30, 2023, 10:05 PM

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And if you try doing other actions (like set the reader display https://stripe.com/docs/api/terminal/readers/set_reader_display) do those also fail in the same way?

dry fable Oct 30, 2023, 10:05 PM

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Yes - nothing shows up

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For what it's worth, I just got the same error with a different reader in testing

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req_rpz1h1LgX7nCTz

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This one corrected itself

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And the reader is working again

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But like I said, the one I'm having an issue with is still not functioning

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It's been non-functional for hours now

mellow nacelle Oct 30, 2023, 10:09 PM

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Let me loop someone else in as well to help take a look

stable hullBOT Oct 30, 2023, 10:16 PM

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dry fable Oct 30, 2023, 10:29 PM

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Thank you

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Restarting usually fixes most problems but not this one

mellow nacelle Oct 30, 2023, 10:32 PM

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Yeah I'm surprised restarting didn't help here - is this the only reader you're aware of that's still actively failing like this? I know you mentioned another reader was faililng earlier, but that one resolved itself

dry fable Oct 30, 2023, 10:35 PM

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The one that corrected itself is my test reader

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And no, this is the only one having this issue

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Out of 24 or so

mellow nacelle Oct 30, 2023, 10:43 PM

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We took a look and as far as we can tell, you're doing everything right integration-wise and the internal logs that we have available to us aren't telling us much about what's wrong. For the request you initially flagged (req_5GdMFBHrxBhcuZ) I'm guessing it's in that state because we're not even beginning the payment method collection proccess, but we don't know why your reader is still stukc on the Stripe splash screen and not continuing on as expected.

I'm gonna check with a couple other folks to see if they can think of anythign else, but if we can't find anything I may have to redirect you to support to follow up as they dig in more

fossil sphinx Oct 30, 2023, 10:49 PM

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👋 @dry fable we're going to flag internally for the product team to have a look but it looks like potentially a broken reader. I'd recommend reaching out directly to our support team for help instead: https://support.stripe.com/contact and providing the information you gave us (reader id, serial number, failed request_ids, when it started, examples of another reader that had this but it fixed itself, etc.)
And then they can follow up with a fix or a potential replacement of the reader

#bwurtz-terminal-error