bwurtz999_unexpected | Stripe Developers | Page 1

lethal sageBOT Dec 13, 2024, 5:29 PM

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azure palm Dec 13, 2024, 5:53 PM

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HI 👋

There are lots of reasons that this might take a while, only a few of them I can review here.

Looking at the request you shared, I can see the total duration of that request in Stripe's servers was 0.8s, so that seems normal

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Looking in the logs for this reader, it looks like this reader is receiving many repeated duplicate requests. This can slow down the processing as the reader has to identify the request is a duplicate and then ignore it.

muted charm Dec 13, 2024, 5:58 PM

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azure palm Looking in the logs for this reader, it looks like this reader is receiving many...

Interesting. Can you give me a timestamp with an example so I can see for myself what you are talking about?

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Or a request ID?

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I'm not sure why my app would be sending duplicate requests but I can look into that

azure palm Dec 13, 2024, 5:59 PM

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2024-12-13T17:52:08.792
2024-12-13T17:52:08.786
2024-12-13T17:52:08.779
2024-12-13T17:52:08.773

we don't have request IDs in the logs I"m looking at unfortunately

muted charm Dec 13, 2024, 5:59 PM

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Timestamp is great! Thank you!

azure palm Dec 13, 2024, 5:59 PM

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But you can see that, within the same second, we are firing Received duplicate message, ignoring logs

muted charm Dec 13, 2024, 5:59 PM

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That's UTC right?

azure palm Dec 13, 2024, 5:59 PM

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Yeah, everything we do is UTC

muted charm Dec 13, 2024, 6:00 PM

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OK. I will look into that. This is probably related that issue, but I have a question about two different requests

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req_dRfrBdYQIkuVJL was a failed request to process a payment intent, sent at 12:26:24 ET

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Sorry

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wrong request ID

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req_S3DCh1rzHSZRkx was sent at 12:32:05 ET

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13 seconds later, req_ZfkuFTpKBEvBRG was sent confirming the payment intent

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I cannot explain this. How would the terminal process the payment if the process_payment_intent request failed?

muted charm Dec 13, 2024, 6:06 PM

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azure palm But you can see that, within the same second, we are firing `Received duplicate ...

Can you share the full log for this? The screenshot shows what I can see for this timeframe from the dashboard

Screenshot_2024-12-13_at_11.05.54_AM.png

azure palm Dec 13, 2024, 6:07 PM

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Sorry but there isn't anything more in the logs besides the timestamp and error messages I shared

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As for the PI that was confirmed

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The reader still had the EMV data from a card_present tap

muted charm Dec 13, 2024, 6:09 PM

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azure palm The reader still had the EMV data from a card_present tap

But if the process_payment_intent failed, how did it confirm the PI?

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I guess I just don't understand how the terminal processed the payment if the request to tell it to accept card information failed

azure palm Dec 13, 2024, 6:19 PM

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I find that confusing as well, since in the /confirm request, we clearly have the card details

muted charm Dec 13, 2024, 6:19 PM

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Yeah exactly. This is a location with bad WiFi and it's been giving me all kinds of problems

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There are long delays between adding cart items and having the card reader respond, etc

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But the biggest issue is these unexplained payment confirmations

azure palm Dec 13, 2024, 6:21 PM

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This is a location with bad WiFi

Yeah bad wifi is the bane of all terminal integrations 😅

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But the biggest issue is these unexplained payment confirmations

Does this happen frequently?

muted charm Dec 13, 2024, 6:23 PM

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Yes, happens multiple times per day

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We are getting them a better hotspot

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But I'm trying to update my application so it can handle this issue

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I'm having a hard time recreating it in the first place (locally)

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How does the terminal get the card details if process_payment_intent fails?

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Or actually, I guess the terminal is always ready to accept card details

azure palm Dec 13, 2024, 6:24 PM

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Well hold on, let me dig a bit on this request

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The error says the reader is busy

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So I want to make sure it's clear what the reader is doing while it's busy

muted charm Dec 13, 2024, 6:25 PM

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It will beep when someone taps their card even if the cashier hasn't prompted for payment

muted charm Dec 13, 2024, 6:25 PM

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azure palm So I want to make sure it's clear what the reader is doing while it's busy

This would be really helpful to know! Thank you

azure palm Dec 13, 2024, 6:25 PM

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Wait .... sorry I got the error message wrong 🤦‍♂️

It's reader timeout

muted charm Dec 13, 2024, 6:26 PM

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Ah

azure palm Dec 13, 2024, 6:26 PM

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Unfortuantely this is really hard to debug without being physically present

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Here's the problem with this specific error

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The error says the reader did not respond back to the API
The reader still could have received the command and initiated card collection
At that point, the reader has the card details saved locally, which is why you see it in the /confirm call

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Ultimately, the error is just saying the reader wasn't able to send a response within the timeout window

muted charm Dec 13, 2024, 6:28 PM

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Yikes

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OK

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So how can I recreate this locally? For testing purposes

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My use case is a business cafe POS, which are typically in basements. Hence the bad WiFi

azure palm Dec 13, 2024, 6:29 PM

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I think you would have to send the API request but disconnect the reader (in the router UI) before you read the card

muted charm Dec 13, 2024, 6:29 PM

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azure palm I think you would have to send the API request but disconnect the reader (in the...

What does router UI mean?

azure palm Dec 13, 2024, 6:31 PM

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I mean you log into your WiFi router admin panel and kick the reader off your network before you scan the card

muted charm Dec 13, 2024, 6:32 PM

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OK so the steps would be:

Initiate process_payment_intent

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Disconnect terminal from WiFi

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Tap card

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Reconnect terminal

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And that should recreate the scenario I'm seeing?

azure palm Dec 13, 2024, 6:34 PM

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I think so. You should see the same error response from process_payment_intent.

muted charm Dec 13, 2024, 6:35 PM

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And then the /confirm, is that coming from my server? Or from the terminal itself?

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Has to be my server, right?

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Oh no, its the reader

azure palm Dec 13, 2024, 6:36 PM

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That comes from the reader

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Yup

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You can see it in the User Agent header


{"client_type":"ANDROID_READER","client_version":"2.27.7.0","device_uuid":"WSC513208043810"}

muted charm Dec 13, 2024, 6:37 PM

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So why is that confirm request coming from the terminal?

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"confirmation_method": "automatic", is this why?

azure palm Dec 13, 2024, 6:41 PM

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Yup. You didn't specify a confirmation behavior and for that API version we will default to automatic confirmation

muted charm Dec 13, 2024, 6:41 PM

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I think for my application I don't want to change that

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But OK this is making a lot more sense now. I now understand why Stripe is processing the payment but my app is not

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My app gets the timeout error back from Stripe and works from there

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Is there a way to poll the terminal to check/confirm if it got the card details?

azure palm Dec 13, 2024, 6:43 PM

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Yes there is! In fact, I wrote that into my test integration to retrieve a reader status

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But you're right. The part that makes poor networks an issue with terminal is that we don't know what is going on with the terminal reader if we don't get a response

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The request to do something on the reader may have succeeded or it may not

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We just don't know

muted charm Dec 13, 2024, 6:44 PM

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Yeah...

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When I first built this integration, server-driven was considered the recommended integration

lethal sageBOT Dec 13, 2024, 6:44 PM

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muted charm Dec 13, 2024, 6:45 PM

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Is a native integration (iOS or Android) any better?

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My first build was the JS integration, but with poor WiFi I had all kinds of problems

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Server-driven has been better. But still has issues

azure palm Dec 13, 2024, 6:45 PM

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Oh yeah, that gets really bad

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Native iOS and Android integrations make sense for Bluetooth readers but I haven't done any testing with Smart readers like the Wise POS E or the S700

muted charm Dec 13, 2024, 6:47 PM

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Oh right those are Bluetooth

muted charm Dec 13, 2024, 6:48 PM

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azure palm Native iOS and Android integrations make sense for Bluetooth readers but I haven...

Can these potentially work with Bluetooth?

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The Wise POS I mean

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Actually I guess it doesn't matter. I use a web-based solution right now. I see the Bluetooth integration requires an SDK

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Going back to an earlier comment you made about the duplicate requests, do you think that's related to the bad WiFi? Or is that an issue with how I built my app?

azure palm Dec 13, 2024, 6:52 PM

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Honestly it depends. I don't have enough information on my end. I think the delay in updating the reader's display is 100% related to poor Wifi

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Those basements need to install some mesh routers

muted charm Dec 13, 2024, 6:53 PM

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Preaching to the choir...

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Clients won't even let us on the guest wifi due to security measures, so we use mobile hotspots

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But anyway

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This has been really helpful

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Thank you for the insight

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Oh wait

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Actually

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Would you be able to check on something else for me?

azure palm Dec 13, 2024, 6:55 PM

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Sure, what's up?

muted charm Dec 13, 2024, 6:56 PM

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I had a terminal get stuck in Terminal events connectivity: Connecting...

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I chatted with someone on here

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I could find the conversation if necessary

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But they said I should write into support for further help

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I did that

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And it's been weeks

azure palm Dec 13, 2024, 6:57 PM

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Did you reach someone who said they were an engineer?

muted charm Dec 13, 2024, 6:57 PM

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All I get is once a week saying "we are looking into it"

muted charm Dec 13, 2024, 6:57 PM

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azure palm Did you reach someone who said they were an engineer?

Through support, no

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Someone named Anushka

azure palm Dec 13, 2024, 6:58 PM

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Unfortunately, we may be waiting on product engineering teams. However, I recommend creating a new case that will route to us more quickly

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Let me give you the link, one sec

lethal sageBOT Dec 13, 2024, 6:58 PM

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Hello @muted charm, we have sent you a direct message, please check it at https://discord.com/channels/@me/1317204075913154603

🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.

muted charm Dec 13, 2024, 6:59 PM

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Oh wait. I was chatting with you! haha

azure palm Dec 13, 2024, 6:59 PM

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That should get your case escalated faster

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Yeah I'm on here a lot 😅

muted charm Dec 13, 2024, 6:59 PM

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That link looks like I'm DMing the Stripe Bot

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Is that right?

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Oh

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Second link

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Got it

azure palm Dec 13, 2024, 7:00 PM

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The StripeBot should h ave DM'd you with instructions on how to create a case that will be accelerated to us

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You'll need to restate your case and provide us all the details again (sorry) but it should get handled faster

muted charm Dec 13, 2024, 7:01 PM

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Screenshot_2024-12-13_at_12.01.05_PM.png

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Did I screw that up? Or is that all I needed to do?

azure palm Dec 13, 2024, 7:01 PM

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Okay nope I see it

muted charm Dec 13, 2024, 7:01 PM

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Awesome!

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So now I will eventually reach an engineer?

azure palm Dec 13, 2024, 7:02 PM

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That's where you start.

muted charm Dec 13, 2024, 7:02 PM

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Sweet

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You have been so helpful! It's so great to be able to chat with devs on here who can actually answer questions

azure palm Dec 13, 2024, 7:03 PM

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Okayt I found your old case

muted charm Dec 13, 2024, 7:03 PM

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This whole server is amazing

muted charm Dec 13, 2024, 7:04 PM

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azure palm Okayt I found your old case

Amazing. Is it being worked on? Or ignored?

azure palm Dec 13, 2024, 7:05 PM

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It is being worked on

muted charm Dec 13, 2024, 7:05 PM

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Great! That's all I can ask for

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Also

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Literally just got this message

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Screenshot_2024-12-13_at_12.05.48_PM.png

azure palm Dec 13, 2024, 7:06 PM

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Great! I'm glad we got back to you on that

muted charm Dec 13, 2024, 7:07 PM

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I didn't reach out to support. I think this was just an automated message

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At least they know it's a problem and are working on it

azure palm Dec 13, 2024, 7:07 PM

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Well if it was something we recognized on our end, we can sometimes identify the impacted accounts and send out communications about the issue

muted charm Dec 13, 2024, 7:07 PM

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Yeah that's exactly what this looks like

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OK. I'll stop bugging you now

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Thank you again!

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I'll be sure to respond to any requests for information about my old case if necessary

#bwurtz999_unexpected

Hello @muted charm, we have sent you a direct message, please check it at https://discord.com/channels/@me/1317204075913154603