salteesam-terminal-busyerrors | Stripe Developers | Page 1

graceful heartBOT Jan 23, 2024, 5:07 PM

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mossy lynx Jan 23, 2024, 5:08 PM

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👋 Hello! Let me take a look...

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Was this something that just started happening recently (just in the past hour) or is this somethign that's been happening intermittently?

compact sorrel Jan 23, 2024, 5:19 PM

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I have seen 2-3 orders go through since then (so i believe it it now working again). so i would say intermittently

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I have seen it happen in the past with other connect accounts too

mossy lynx Jan 23, 2024, 5:27 PM

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Based on the logs I think this looks like connectivity issues, but just checking a couple other things

graceful heartBOT Jan 23, 2024, 5:35 PM

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salteesam-terminal-busyerrors

compact sorrel Jan 23, 2024, 5:37 PM

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okay thank you. it looks like a few more just failed as well
pi_3ObneLFhoVW816AK1TI4pStZ
pi_3ObndBFhoVW816AK00j3aXdq

mossy lynx Jan 23, 2024, 5:41 PM

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Hmmm... let me check with someone really quick to ask if they can see anything more specific

compact sorrel Jan 23, 2024, 5:41 PM

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👍

mossy lynx Jan 23, 2024, 5:43 PM

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Also real quick - do these errors still persist after fully restarting the reader?

compact sorrel Jan 23, 2024, 5:44 PM

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I'm not sure in this case as i haven't spoken to the restaurant. but in the past restarting the reader did fix it

mossy lynx Jan 23, 2024, 5:53 PM

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Yeah if you can check with them that'd be great - I'm asking some other folks to take a look as well, but may take a while

compact sorrel Jan 23, 2024, 5:53 PM

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okay, if restarting it does help - what does that mean the issue was?

mossy lynx Jan 23, 2024, 5:58 PM

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Generally, it would mean that the reader had gotten itself into a state that it wasn't able to reocver from (It could be any number of things, maybe it's cached something wrong or anything along those lines)

compact sorrel Jan 23, 2024, 6:07 PM

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okay and how could we prevent that happening in the future, it seems to happen fairly often (or at least enough to frustrate customers)

graceful heartBOT Jan 23, 2024, 6:15 PM

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shadow niche Jan 23, 2024, 6:20 PM

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Hello! I'm taking over and catching up...

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I had a look at some of the recent requests and a lot of the issues are related to timeouts. Do the readers have good network connections?

compact sorrel Jan 23, 2024, 6:25 PM

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how would we check reader connectivity? from our end we do log when their tablet disconnects from the network (and that seems stable). but we don't have any insight into the reader

shadow niche Jan 23, 2024, 6:28 PM

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Usually the best way to rule out network issues is to try a different network temporarily to see if the issues persist. A cellular WiFi hotspot, for example.

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It may not be a signal strength issue, there could be a router configuration problem, a bad physical cable, etc. Switching to an entirely different network will help you figure out if it's something network related or something else.

compact sorrel Jan 23, 2024, 6:32 PM

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It tough because it's happened across multiple locations all with different networks. and they never have issues with the tablet connecting to the same network

shadow niche Jan 23, 2024, 6:38 PM

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How often does it happen?

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Is the frequency different between locations?

compact sorrel Jan 23, 2024, 6:40 PM

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it was daily back in december. in january i think this is the first time we've seen it

shadow niche Jan 23, 2024, 6:49 PM

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The different locations have nothing in common? Same ISP? Same router? Anything?

compact sorrel Jan 23, 2024, 6:50 PM

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i'm not aware of which routers etc... but they are all unrelated locations (different owners etc...)

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so i would imagine they are all set up ery differently

shadow niche Jan 23, 2024, 7:00 PM

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I would still recommend testing alternate networks. It's possible the different sites have different issues. The only way to know for sure where the problem is is to rule out possibilities.

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The most likely cause of your issue is a network problem, so testing with a different network is the next step.

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