#bwurtz999_terminal-reader-offline-busy

1 messages · Page 1 of 1 (latest)

tribal crestBOT
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fresh dagger
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Also these requests:

req_yNlW3KY0tTHD2E
req_j8FARESfBobJdR
req_hZ7CgGANpbpLjH
req_OfhR8B1Z0lLvMf
req_dj7PnHOgWERY3E
req_16SSqj7peMfj68
req_Na70ZXwOkLaSNU
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For what it's worth, I have managers that report this type of behavior frequently in production. I've rarely had it happen locally for me to see. I'm avoiding restarting the reader because I'm hoping you can see an issue

crimson oxide
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Hi 👋

Are all of these the same reader or different readers? Are they at the same location?

fresh dagger
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The requests I shared are all my local reader

crimson oxide
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Taking a look, I see a somewhat regular network disconnects occurring on this reader

fresh dagger
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Interesting. My home network is generally very stable. Haven't had any issues this morning

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The WiFi indicator is solid white on the reader

crimson oxide
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Yeah the most recent network error I see is a full 7 hours before the request ID you shared too

fresh dagger
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Is there something about the reader that would be preventing the requests from going through?

crimson oxide
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Not something I can easily see. Digging further into the logs on that request

fresh dagger
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No. Just the standard Stripe splash screen

crimson oxide
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Hmmmm.... I'm seeing an internal log that says our internal request to the reader (essentially forwarding your request) timed out waiting for a response.

fresh dagger
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Interesting

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Why would that happen?

crimson oxide
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Well that is kind of an open question. In this case the request made it out of our servers but there's the whole internet between us and the reader.

If you retry the same request do you get the same behavior?

fresh dagger
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OK this is interesting

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req_TbEQO1T7sPa5hx this request was sent when I refreshed my checkout page

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This request req_WnkUDg8WhVNd1S was sent two seconds later

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One returned unreachable. The other returned busy

crimson oxide
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Actually I think that makes sense. The unreachable error is saying we're waiting on a response. Then when the second request fires, it sees we are still processing the first request (It hasn't cleared).

fresh dagger
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I just ran another health check on the reader and it said the connection was healthy

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req_T3eaSM1sGMh372 this request just failed as unreachable

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My managers report this type of behavior frequently. The health check shows as normal. But they cannot communicate with the reader

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Their only option is to restart the reader

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But that's the last thing you want with a line full of people waiting to checkout

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Are you sure everything about the reader looks normal? My Dashboard view is showing 100% signal strength for the WiFi

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But the requests aren't going through

crimson oxide
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How often are you rebooting the readers?

fresh dagger
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Some locations reboot multiple times per day

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Are there any tests you can run on the reader? Maybe run a more complete network health check from your end?

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I'm convinced these readers can end up in a state that makes them unreachable, even with a solid connection. And the only fix is to reboot. It's probably my fault with how I built my system, but unless I can figure out why it happens I can't fix it

crimson oxide
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Are there any tests you can run on the reader? Maybe run a more complete network health check from your end?

No, that isn't something we can do. We can see the request logs but we cannot trigger anything on our end

fresh dagger
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If I reboot my reader it'll almost certainly start working again. But then I won't know what was going on and why the requests weren't going through

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Is there anything besides a health check that I can run on the reader?

crimson oxide
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Check for pending updates is my first guess

fresh dagger
crimson oxide
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Wait a sec...

fresh dagger
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Terminal events connectivity should probably not read Connecting... right?

crimson oxide
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Yes that does look like a reall connectivity issue

fresh dagger
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Just found Diagnostics

crimson oxide
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also I'm a little concerned you don't see external DNS servers

fresh dagger
crimson oxide
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Okay. If you remove it from the doc, do you see a change?

fresh dagger
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No

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It's only WiFi connected. Not Ethernet

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I just use the dock for charging

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Why would Stripe Connectivity show Passed but Terminal events connectivity show Connecting...?

crimson oxide
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That I don't know.

fresh dagger
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^first two pages of Diagnostics

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for reference

crimson oxide
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Unfortunately there isn't much I can do with this information. I recommend you write in to Support so my team can pick this up and engage with the relevant internal teams.

https://support.stripe.com/contact

fresh dagger
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OK thank you. Should I reference this conversation?

crimson oxide
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Actually, hold on a sec.

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Okay nevermind. You should absolutely reference this conversation. Please include the request IDs, especially the two sequential ones that show different errors.

fresh dagger
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OK will do

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Thank you