#liviu-iosif_unexpected

1 messages ¡ Page 1 of 1 (latest)

vagrant ospreyBOT
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restive crescent
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Last request sent is this req_NCKrNs9SEPCUTA.
Reader is STRM26146000940

restive crescent
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@vagrant osprey

barren oasis
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Hey there sorry about this, lots of users on right now

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Can you share a couple more reader serials that are affected?

restive crescent
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I have one more at hand STRM26138024848
but I can get more if it is relevant

vagrant ospreyBOT
buoyant pebble
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Hello, my colleague has to step out soon but I can help. Looking in to this

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What specific part of the payment process is erroring out? Are you unable to discover these readers, connect to them, etc?

restive crescent
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I can't tell you exactly.
The connection to the reader and payment process worked fine on 4/30, but did not work on 5/1.
And this without any code change.

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Other readers

STRM26229007774
IOS 18.4.1
STRM26232001289
iOS 18.3.2
STRM26146000940
SN: STRM26146051865
IOS version: 18.4.1
STRM26140016258
iOS 18.4.1

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All these worked fine, as I said.
then they did not work.

buoyant pebble
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Gotcha, I'll take a look now but I may need you to get that detail and come back if I can't find anything now

restive crescent
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On 4/30 I reached Stripe for help on payments config. Is it possible that your colleagues did some changes there for the default configuration?

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I do not think it is related, because not all M2 readers are having the issue I was telling about.

barren oasis
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Hey @restive crescent thanks for reaching out, we're aware of some issues with readers and investigating

restive crescent
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M2 readers?

barren oasis
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Sorry I misspoke/misread something, but still looking into this for you

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Looking at STRM26140016258 as an example, i am seeing you connect to the reader yesterday and today

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(though there are not other actions i see while connected)

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What are the actual symptoms you observe then trying to connect to & use one of these readers?

restive crescent
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I get a generic error in the iOS app and we believe that it is coming from Stripe SDK.
I do not have acces to any of those readers specifically because they are at the client and each client in located elsewhere in US.
The M2 readers that my team has available are working just fine, so no success in replicating the issue and better identifying the problem.

I was mentioning above that according to Stripe logs the last request received by Stripe is the one abount connected_tokens.

I need your help with:

  • you to check all the logs from yesterday for that reader and see if there is a failing request from our App, or if there is a bad response from Stripe that may cause the generic error
  • you to check if that reader is affected by a software update
  • you to check if there is a Stripe upgrade that went to the readers that might cause the issue
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I checked everything that I could in our code, but since it is an issue that is not replicable on all M2 readers that we have registered, it makes me believe that is strictly related to specific readers.
That is why I incline to think that there was a Stripe upgrade or some readers being blacklisted or marked with a bad status on your end.

Our clients tried disconnecting/reconnecting the readers several times, without any success in using it for a payment. That is why you see that the reader was reconnected.

barren oasis
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What are the actual errors raised within the SDK here?

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I get a generic error in the iOS app and we believe that it is coming from Stripe SDK
I mean the actual code/stack error that produces this, not the UI result

restive crescent
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I cannot replicate because I do not have access to that reader, unfortunately.

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Is there something in the reader's logs that indicates a bad request from our end or some bad response from Stripe.

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If there is a way for me to check that, please let me know. I trying finding as many logs I could, but not all were present in Stripe.

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I cannot replicate because I do not have access to that reader, unfortunately.
Any of those readers, actually.

The readers my team have access to are not having this issue.
I explained above why I think it is Stripe related.

Or if it is related to our code, then I would like to know from your logs what is it that is failing.

barren oasis
barren oasis
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You will need to get access to one of these devices, or add some error logging to your app for these customers to capture errors as they happen in the field.

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You should ensure the device is charged when doing this, as the reader must have over 50% battery to perform updates, which will be required after reset

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You can try this with one reader first to see if it changes the outcomes, but really you need to get access to the device logs where there are issues