#chaseforyourlife_error
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leaden osprey
the screen went to skeletons and never resolved the the payment element
what does that sentence mean? What skeletons?
leaden osprey
okay so you are rendering PaymentElement and then it never renders? Is there any kind of error or warning in the console when that happens?
iron coral
I have no way to reproduce it as this was submitted by a customer
My guess was that their browser blocked Stripe
leaden osprey
Seems unlikely. If they blocked Stripe you wouldn't get that layout that comes from us
This looks more like some network issue/timeout to me. But without actionable details it's going to be tough to debug further.
I've never seen this to be clear so I am not implying this is normal. This looks like something failed but I would expect some logs in the console explaining why but without those it's going to be quite hard to narrow down
iron coral
Do you work at Stripe?
leaden osprey
yes
iron coral
I've never seen something like this in a discord, it's awesome
leaden osprey
I appreciate it 🙂
iron coral
Okay, fair enough, I will see if I can get futher information. If I am able to aquire that, how should I follow up?
leaden osprey
I recommend a support ticket instead: https://support.stripe.com/contact and then providing all you can, exact date of failures (in UTC) exact IP address, browser and OS version, etc.
And anything you can get from the device's browser console/logs if that makes sense
you can come back here if you see a clear error too but you can't really share PII like IP addresses here 🙁
ah also exact PaymentIntent if you have one or how you initialize PaymentElement so that we can match this with our own logs
iron coral
Okay, also would you have any recommendations on logging systems to catch this in the future
I'm a pretty young startup owner. 22 to be exact, so not sure exactly how this is done typically
leaden osprey
I would hope that Sentry or similar would catch that kind of errors client-side and let you log those. It again depends where it fails. if it's the network request never completing there might be no trace.
Alternatively, the more extreme approach is to track something like this with your own events/metrics. A lot more work though.
Like when you render PaymentElement you send an event to your own server/metric and start a timer. Then you wait for the ready event that PaymentElement sends (docs: https://docs.stripe.com/js/element/events/on_ready). When it happens you stop the timer and send the event to your server (to measure latency and such)
And your timer also can fire after X seconds of not getting that ready event so you can tell your server "uh oh PaymentElement didn't seem to render"
That would allow you to keep an eye on whether this is common or not. It hopefully isn't common at all
iron coral
That is good information. Thanks!
Will I receive some sort of transcript for this chat?
leaden osprey
There are other events like https://docs.stripe.com/js/element/events/on_loaderror which are a good idea to track/listen to
And no for the transcript, this is all public and mostly external chat. But you can reference this thread with the URL you're on: https://discord.com/channels/841573134531821608/1424826480193441823
iron coral
Great, thanks for your help!