twinkle_error | Stripe Developers | Page 1

torn thornBOT Apr 4, 2024, 1:42 PM

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quaint orbitBOT Apr 4, 2024, 1:53 PM

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frank maple Apr 4, 2024, 1:53 PM

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Hey there

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Sorry for the delay

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Can you provide some further details? Do you have a Terminal serial number that you can provide that is experiencing this?

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Are you attempting to connect over Wifi?

ocean topaz Apr 4, 2024, 1:55 PM

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As far as we have identified - the list page is showing the terminals as offline but if we go to those terminals individually, they show online

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can we provide the client terminal locations here? Is it safe? Or should we send them in a mail to you?

frank maple Apr 4, 2024, 1:57 PM

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It is safe to share object IDs here -- no one can do anything with them without access to your API keys. I can look them up internally. However, if you don't feel safe sharing that information here then yes you can always reach out to our Support team via https://support.stripe.com/contact/login and work with us through that channel which is private.

ocean topaz Apr 4, 2024, 1:59 PM

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Yeah , let me contact there

frank maple Apr 4, 2024, 1:59 PM

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👍

ocean topaz Apr 4, 2024, 2:00 PM

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will it take more time for them to respond there?

frank maple Apr 4, 2024, 2:00 PM

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It will likely be handled over email there

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But if you share plenty of information, including technical details, you will likely be escalated to a team that can help quickly.

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Important to share all of the information you have -- specific examples for us to look at and exactly what you are doing on your end.

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Looking

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Hmm when I look at one of the Readers directly it is showing Online: https://dashboard.stripe.com/terminal/readers/tmr_Fgtsmgb80unIgC

ocean topaz Apr 4, 2024, 2:02 PM

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yes

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but the terminal location page shows tem as offline

frank maple Apr 4, 2024, 2:03 PM

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We just focus on the API here so I'm not too familiar with how the Location Dashboard page displays online/offline and whether it is completely synced.

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If you want 100% certianty on online/offline at the very moment then I'd recommend retrieving the Reader via the API

ocean topaz Apr 4, 2024, 2:03 PM

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we are using the list page to display all the available terminals

frank maple Apr 4, 2024, 2:03 PM

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What does that mean exactly?

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You are using the Dashboard page?

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Or you are using the List API: https://docs.stripe.com/api/terminal/readers/list ?

ocean topaz Apr 4, 2024, 2:04 PM

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let me clarify - we are using the readers list api to get all the readers

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yes this one

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and that is giving us terminals as offline

frank maple Apr 4, 2024, 2:05 PM

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Gotcha so that is showing them as offline but you have a successful connection token and believe they are online?

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Are you using the server-driven Terminal SDK?

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Basically how are you connecting to these Readers?

ocean topaz Apr 4, 2024, 2:05 PM

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java script sdk

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we use discover_readers

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discoverReaders()

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we get connection token that has stripe terminal location id

frank maple Apr 4, 2024, 2:06 PM

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Yep and you successfully call connectReader()?

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But then when you list or retrieve that Reader it is showing offline?

ocean topaz Apr 4, 2024, 2:07 PM

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yes

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when they should show online

frank maple Apr 4, 2024, 2:07 PM

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Are you able to reproduce this reliably?

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Like can you reproduce this right now?

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And tell me which Reader you are testing with so that I can look at our logs?

ocean topaz Apr 4, 2024, 2:08 PM

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Does the above example I gave you works?

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that's a wisepose

frank maple Apr 4, 2024, 2:08 PM

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That is just a location. Looks like it has 2 Readers associated

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So yeah if you just tell me which of those Readers you are testing with then I can look at that

ocean topaz Apr 4, 2024, 2:10 PM

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mondo

frank maple Apr 4, 2024, 2:12 PM

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Okay and if you retrieve it right now what do you see?

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Can you show me the payload?

ocean topaz Apr 4, 2024, 2:13 PM

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I can see on the stripe dashboard itself that on the list page, the reader shows offline

frank maple Apr 4, 2024, 2:13 PM

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Yeah like I said that isn't reliable really

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You need to retrieve or list it from the API

ocean topaz Apr 4, 2024, 2:14 PM

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give me a min

quaint orbitBOT Apr 4, 2024, 2:17 PM

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ocean topaz Apr 4, 2024, 2:19 PM

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Yeah I see them as offline in the reader's list api

light lantern Apr 4, 2024, 2:21 PM

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Can you paste the request id as well as the response you're getting?

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Ok Can you share the request id?

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https://support.stripe.com/questions/finding-the-id-for-an-api-request

Finding the ID for an API Request : Stripe: Help & Support

Find help and support for Stripe. Our support site provides answers on all types of situations, including account information, charges and refunds, and subscriptions information. Get your questions answered and find international support for Stripe.

ocean topaz Apr 4, 2024, 2:28 PM

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no, I can't find the request_id

light lantern Apr 4, 2024, 2:32 PM

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Did you see the above link?

ocean topaz Apr 4, 2024, 2:33 PM

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yes

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there are so many requests and I am unable to find the one with my terminal location

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I tried searching but it did not bring up any result

light lantern Apr 4, 2024, 2:34 PM

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You should be able to filter by endpoint

ocean topaz Apr 4, 2024, 2:34 PM

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i did

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even on the method

light lantern Apr 4, 2024, 2:39 PM

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Are you filtering for GET requests?

ocean topaz Apr 4, 2024, 2:40 PM

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yes

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wait I found for one

light lantern Apr 4, 2024, 2:42 PM

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Thanks

ocean topaz Apr 4, 2024, 2:43 PM

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3474437b90ec830a

light lantern Apr 4, 2024, 2:43 PM

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Should start with req_

ocean topaz Apr 4, 2024, 2:48 PM

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the response shows offline for all the readers but if you check the individual one, one of them is online

light lantern Apr 4, 2024, 2:49 PM

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Gotcha thanks

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Looking further

ocean topaz Apr 4, 2024, 2:49 PM

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Thanks

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Hey, just wanted to check if you were able to find something?

light lantern Apr 4, 2024, 2:59 PM

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Still looking

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Have a colleague helping me async

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We received another report of this from another user, so we have folks investigating

ocean topaz Apr 4, 2024, 3:01 PM

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okay

light lantern Apr 4, 2024, 3:01 PM

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Will keep you updated

ocean topaz Apr 4, 2024, 3:02 PM

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thankyou

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can you also update your status page?

light lantern Apr 4, 2024, 3:02 PM

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They'll update it if needed

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Still early in the investigation

ocean topaz Apr 4, 2024, 3:03 PM

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okay

frank maple Apr 4, 2024, 3:03 PM

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@ocean topaz do you see the same offline if you GET the Reader directly instead of List?

ocean topaz Apr 4, 2024, 3:04 PM

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we see online

frank maple Apr 4, 2024, 3:04 PM

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Thanks

ocean topaz Apr 4, 2024, 3:23 PM

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Hey, any update on the investigation?

light lantern Apr 4, 2024, 3:25 PM

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Not yet

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They're looking

ocean topaz Apr 4, 2024, 3:29 PM

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ok

quaint orbitBOT Apr 4, 2024, 3:51 PM

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ocean topaz Apr 4, 2024, 3:59 PM

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Was there any discovery?

frank maple Apr 4, 2024, 3:59 PM

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Yes we believe we have discovered root cause and remediation is being worked on. There is an active incident opened internally and we are working to remediate as quickly as possible.

ocean topaz Apr 4, 2024, 4:05 PM

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Thankyou

raven notch Apr 4, 2024, 4:19 PM

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@ocean topaz we've deployed a fix and believe we are seeing things improve. Can you check to see if your terminals are showing as online now?

ocean topaz Apr 4, 2024, 4:20 PM

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give me a min

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Yeah I think the traffic is becoming better

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Still waiting to hear from our support

#twinkle_error