#bwurtz999_unexpected

1 messages ¡ Page 1 of 1 (latest)

vague cosmosBOT
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rancid scrollBOT
stark talon
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Hello

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Hmm

vague cosmosBOT
sleek blade
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[2024-05-07 15:50:42] local.DEBUG: Stripe\Terminal\Reader JSON: {
    "id": "tmr_FfVsdwXWFPlWto",
    "object": "terminal.reader",
    "action": null,
    "device_sw_version": "2.22.2.0",
    "device_type": "bbpos_wisepos_e",
    "ip_address": "10.0.0.33",
    "label": "Cafe 2",
    "last_seen_at": 1715096983453,
    "livemode": false,
    "location": "tml_Ejf9KwMOLQaqaH",
    "metadata": [],
    "serial_number": "WSC513128034095",
    "status": "online"
}
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For what it's worth, this happens frequently in production. I've never seen it in testing before so I've never been able to dig into a specific request to try and find the issue though

stark talon
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Hmm interesting

sleek blade
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Restarting the reader typically fixes the problem, but I'd like to see if we can figure out what's going on first

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Here is a request from production earlier today that failed even though the reader is online: req_WVUlVLs7VIjagG

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Not sure if this is relevant, but the reader was asleep. I pressed the power button and the screen came right on. But nothing is going through

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Could it be an issue after waking the reader?

stark talon
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Oh that's good info. Let me check on that

sleek blade
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I have the same issue with reader WSC513151045788 constantly. Almost everyday. This is in production. Whenever I check the dashboard it shows as online so I've assumed it's been a temporary network issue or user error somehow. But now that I'm seeing it here in testing I don't think that's right

stark talon
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Yep doesn't seem right

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I'm looking at our internal logs related to WSC513128034095 to see what I can tell

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Give me a few

sleek blade
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OK thank you!

stark talon
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To clarify, the issue specifically happens when the reader sleeps and then you attempt to set the display while it is still asleep?

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Then when you manually turned it on you still can't send requests to it?

sleek blade
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The reader was on, but the screen was black. Request failed

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I hit the power button to turn the screen on (reader was already on), request still fails

sleek blade
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Even though retrieving the reader shows it is online (debug log posted above)

stark talon
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Got it, thanks

sleek blade
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Are you seeing anything from your end that would explain this?

stark talon
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Not particularly. I'm grabbing a colleague to look as well.

sleek blade
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Ok thank you

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I just tried another request. Same error req_laA5GmxKPJB6GD

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And the retrieval shows the reader is online

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[2024-05-07 16:20:07] local.DEBUG: Stripe\Terminal\Reader JSON: {
    "id": "tmr_FfVsdwXWFPlWto",
    "object": "terminal.reader",
    "action": null,
    "device_sw_version": "2.22.2.0",
    "device_type": "bbpos_wisepos_e",
    "ip_address": "10.0.0.33",
    "label": "Cafe 2",
    "last_seen_at": 1715098788595,
    "livemode": false,
    "location": "tml_Ejf9KwMOLQaqaH",
    "metadata": [],
    "serial_number": "WSC513128034095",
    "status": "online"
}
stark talon
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Can you test whether you see the same thing from a different request?

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Like does this only happen when you attempt to use set reader display?

sleek blade
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Hmmm I can try

stark talon
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That'd be great. We are still looking on our side as well

sleek blade
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Same thing

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[2024-05-07 16:51:06] local.ERROR: (Status 400) (Request req_YCIERUBv43PQIv) Reader is currently unreachable, please ensure the reader is powered on and connected to the internet before retrying your request.

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The reader is currently asleep

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I will wake the screen and try it again

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Weird... I just saw a message on the screen that said This device has been running for over 24 hours and will restart

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It just restarted itself

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And now it's working again...

stark talon
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Strange......

sleek blade
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For what it's worth, there was a pending update when it restarted that I postponed so I could continue troubleshooting

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The reader is running 2.22.2.0

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But as I'm typing that I guess you already knew that

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Wait sorry that's the updater version

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firmware is 5.00.01.26

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Any idea how the reader ended up in this state? It really kills us in production and it happens frequently. Restarting generally fixes it but the lines really back up when we have to do that

stark talon
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Yep looking at that

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Okay unfortunately we can't really tell why it gets into that bad state where it needs a reboot to update itself and get back to a good state. Really it should just handle this smoothly when a reboot/update is required. I'm going to need to reach out to our Terminal Eng team to take a deeper look here.

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So next step is to write into https://support.stripe.com/contact/login to create a ticket. If you let me know when you do that and provide the Subject line you use then I can grab that ticket and link it to the internal ticket I'll create for further investigation.

sleek blade
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OK I will do that now

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I sent the email. They changed the process for sending the email in so I couldn't specify the subject line

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But I mentioned bismarck in the body of the message

stark talon
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I found it, thanks

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We'll follow up over email

sleek blade
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Thank you

stark talon
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Alrighty just sent you a reply on the email as well.