johio_code | Stripe Developers | Page 1

vapid harnessBOT Sep 9, 2024, 2:41 PM

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johio_api, 2 days ago, 44 messages

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chilly portal Sep 9, 2024, 2:43 PM

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Hi bismarck! I was working on this issue with hanzo on friday. Would it be possible to connect to him to continue where we left off?

jaunty belfry Sep 9, 2024, 2:43 PM

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👋

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Let me see if he is available

chilly portal Sep 9, 2024, 2:45 PM

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appreciate it

prisma veldt Sep 9, 2024, 2:46 PM

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Hello
did you get a chance to look at the diagnose screen like I suggested the last time?

chilly portal Sep 9, 2024, 2:47 PM

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Hi Hanzo, this is for the wisepos e in the admin setting correct?

prisma veldt Sep 9, 2024, 2:47 PM

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correct

chilly portal Sep 9, 2024, 2:48 PM

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I will send a picture over right now

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Also I don't know if you have access to our prior conversation but I added it to a google doc if you need to take a look https://docs.google.com/document/d/1iKtW8GsgJviM9I_k6bYIwbdIMNi4lGws5UYv7f3FRWk/edit?usp=sharing

prisma veldt Sep 9, 2024, 2:53 PM

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we have the previous thread linked here: #1282712548717629482 message

chilly portal Sep 9, 2024, 2:55 PM

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this links to the current thread for me

prisma veldt Sep 9, 2024, 2:56 PM

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chilly portal Sep 9, 2024, 2:56 PM

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ah okok

prisma veldt Sep 9, 2024, 3:02 PM

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Curious if you have WisePOS E dock and if you've tested LAN connection

chilly portal Sep 9, 2024, 3:03 PM

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I dont have the dock unfortunately

prisma veldt Sep 9, 2024, 3:03 PM

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all good

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Oh your IP is 172.35.100.116 correct?

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on the reader

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Terminal reader needs to be assigned a private IP address: https://docs.stripe.com/terminal/network-requirements#:~:text=Terminal readers must be assigned a private IP address.

that IP address falls in public IP range which could cause issues.

Private IP ranges are:

172.16.0.0 to 172.31.255.255 (172.16.0.0/12)
192.168.0.0 to 192.168.255.255 (192.168.0.0/16)```

chilly portal Sep 9, 2024, 3:13 PM

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I see, can I just manually change this in the admin settings by typing out a private ip that falls into that range

prisma veldt Sep 9, 2024, 3:14 PM

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I'm not sure.. You can give it a try but you likely need to talk to your network admin and see if they can help with this..

chilly portal Sep 9, 2024, 3:16 PM

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Do both my pos kiosk and my reader have to have a private ip address or just the reader itself?

prisma veldt Sep 9, 2024, 3:16 PM

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Just the reader afaik..

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I have never actually tested it myself so your mileage may vary 😅

chilly portal Sep 9, 2024, 3:18 PM

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Haha okay I will try to connect with our network provider now to see if I can set a private ip via DHCP. If I am able to set that and it still doesn't work I'll reach back out

prisma veldt Sep 9, 2024, 3:19 PM

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I'd recommend writing in via our support page if that doesn't work
https://support.stripe.com/?contact=true

We've exhausted every option I could think of 😅

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If you write in, it will be routed to the right team that can help with deeper investigation

#johio_code