#hendie_api
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high turret
Hi! Looking into your query!
gaunt island
Hi there, you can read this doc to know more about how to handle/prevent reader offline errorhttps://docs.stripe.com/terminal/payments/collect-card-payment?terminal-sdk-platform=server-driven#reader-offline
I'll also recommend you to check your network and see if it fulfills the requirements https://docs.stripe.com/terminal/network-requirements#smart-readers
modern spear
network is fine, that's not the problem. Reading your first recommended doc
this statement: "A reader is considered offline if Stripe hasn’t received any signal from that reader in the past 2 minutes." Does that mean that a terminal sitting idle will still send regular signals to Stripe? Even when the screen is dimmed, and the terminal looks "asleep" ?
gaunt island
Yes you are right.
modern spear
that's weird. I do a successful transaction. Then allow the terminal to go into sleep mode (I assume, because after a while the screen goes blank). Then the next transaction gives the offline message.
gaunt island
Can you share with me the PaymentIntent ID, and the terminal reader's serial number?
modern spear
would you not be able to get the pi from the request id I provided?
S/N WSC513128044371
gaunt island
Thanks, let me take a look
modern spear
interesting it says it last heard from the reader 8 mins ago
looks like it stopped signalling
gaunt island
I don't see any logs from this reader between 2025-01-14 06:06:56 UTC to 2025-01-14 06:10:00 UTC
And it's latest status is "offline"
modern spear
well, I did not switch it off since the last transactions
gaunt island
Can I suggest you to check the network and make sure it's connected to a working network?
https://docs.stripe.com/terminal/network-requirements#troubleshooting here's an useful troubleshooting guide that you can use
modern spear
thx checking
so since the screen was blank, I touched the power button (not sure if there is another way of "waking" the reader, and now it says online again.
the point is we don't want to expect the merchant to have to do that before each transaction, just in case the reader went to sleep
apparently if you use the js sdk, the reader is awakened automatically
my front-end engineer alerted me to this difference in operation
I notice in that network doc: "Terminal readers must be assigned a private IP address." Surely that's not possible if the reader connects directly to the Internet?
In the latter case it is the Internet provider that assigns the IP address, I have no control over that
gaunt island
The internet provider assgin IP address to your router, the terminal reader obtains a private IP address from your router or switch, depending on your network setup
https://docs.stripe.com/terminal/network-requirements#troubleshooting I'd recommend you work with your engineer to troubleshoot your netwokr first.
modern spear
I notice this too: "If your network limits the duration of network sessions (including idle sessions), the minimum session length for Terminal readers must be at least an entire workday."
I guess those requirements can be set if you have an Internet router/switch, but I am connecting via my phone hotspot, and I have less control over that.
But yeah, thanks, this helps
Still there seems to be a difference if you're using the js sdk
gaunt island
I see, I'm not sure the phone hotspot can provide a network session that can last for a day, and I'll recommend to use a more stable network.
modern spear
One of the reasons we were moving to server-driven is to have LESS networking issues to worry over. Most of out support issues with Stripe terminals at the moment (using js sdk) is getting the LAN setup done consistently with the merchants. We were hoping that if the terminal connects to the Internet directly (albeit via a router) that there would be less hassles. Now it seems there will still be router configs needed to make it work!
gaunt island
Yes you are right, a stable network connection is still needed regardless whether you are using server-driven integraiton or Javascript API.
modern spear
one last question
do you know whether the js sdk employs some sort of keep-alive signalling to readers on the network. I am still curious about why using the js sdk does not need the reader to be manually "woken".
gaunt island
To my best knowledge, the reader will always send "heartbeat" signals to Stripe regardless what integration you use.