uristri2_api

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[ruby vessel]

Hi there. What's your Stripe account id?

[tight shore]

acct_1DJxHZGnytxJlNo9

We experienced something very similar on October 13th
connectionTokenProviderError
Timed out waiting for connection token

[ruby vessel]

were you in contact with Stripe on the Oct 13 event?

[tight shore]

Yes, we exchanged some emails with a Terminal Product Specialist, but we haven’t received a response yet.
Since the same issue happened again today, it’s becoming more urgent, it’s completely taking our system down.

[ruby vessel]

Ok, let me see if there's some detail in that thread that will save me some time investigating

what email did you use in that thread?

[tight shore]

The email was forwarded in a company thread. I can share the name of the Terminal Product Specialist if that helps.

[e-mail]

I wrote with that email

[ruby vessel]

Ok, I think I found the thread

[tight shore]

thanks

[ruby vessel]

Ok so the specialist did reach out to our terminal product team about this.

for the "Timed out waiting for connection token" error: Our SDK waits 60 seconds for the user's connection token provider to create and return a new connection token. If it takes more than 60 seconds, then it times out. Have you tried to troubleshoot why it's taking 60 seconds to create a token? Is the reader offline?

[tight shore]

I didn’t mention it here, but I did in the email: in this case, the issue is with Tap to Pay NFC, not with physical readers.

We checked our telemetry service performance monitoring in Datadog, and we didn’t see any significant latency spikes, certainly nothing close to 60 seconds.

[ruby vessel]

Let me see if I can get a teammate who is more familiar with this specific integration path

[tight shore]

thanks

[stuck jasper]

Could you share the code of your reader connection? Which specific line of code returns this error?

[tight shore]

I have a Flutter/Dart abstraction on top of the native package. The issue occurs when I try to connect to the reader after discovery finishes and it proceeds to connect. At that point, the SDK makes a fetch token call, and that’s where it seems to eventually fail.

If that works for you, I can share a screenshot of the Dart code.

[stuck jasper]

We only support official Stripe SDK in this channel, and don't have much insight on the implementation of those abstraction from non-Stripe SDK works. Did you make any code changes recently? If you didn't, the issue is likely due to the network connection

[stuck jasper]

Could you try with a different network?

[tight shore]

It happened simultaneously in many shops that use our service.
In fact, from where I have my setup (Uruguay), I haven’t experienced any errors, not even in our production system.
Since it’s affecting many shops at the same time, we’re seeing all kinds of internet providers involved, as they’re located in different parts of the West Coast.

[tight shore]

Yeah, that’s what I figured, it’s basically just handlers calling Stripe’s native SDK and not much else.

What’s interesting is that these errors don’t happen every day; instead, we see occasional spikes, roughly once every few weeks.

[stuck jasper]

Has the connection request made from your client to server? How the Tap to Pay works is that it'll create a connection token first with the implementation guide here: https://docs.stripe.com/terminal/payments/setup-integration?terminal-sdk-platform=android#connection-token, then connect to the reader

Did your server receive the connection token creation request from the client side, which will then call Stripe to make a connection token?

From the error message, it looks like your client side fails to receive the connection token from your server

[tight shore]

yes, we have it implemented in our server side.
Let me reach our backend team for typescript code snippet

[stuck jasper]

Other the code snippet, I'd recommend asking your backend team to check whether the connection token has been reached from your client to the server

Another possibility is that your server failed to receive the request from the client, which then caused the timeout

It'll also be helpful to log the timestamp when the server received and responded to the connection token creation request to determine if there is any latency

[stuck jasper]

The code looks fine to me. What's more important is whether your server received the request from your client side to process this code you shared

[tight shore]

Perfect, I’ll coordinate with them to set up some contingency measures.
Do you have any tips or something we should keep in mind to prevent this from happening again?
Is there anything we might be missing?

[stuck jasper]

It'll be helpful to add the log at both client and server side around the token creation request and monitor the latency and network connectivity

[tight shore]

perfect, thanks for the help!

[stuck jasper]

No problem! Happy to help 😄