#battbot_terminal-reader-unavailable
covert forumBOT
👋 Welcome to your new thread!
⏲️ We'll be here soon! Typically we respond in a few minutes, but sometimes we might take a bit longer if the server is busy or if you have a particularly tricky question.
⏱️ We close idle threads, which makes them read-only. Once a thread is closed it won't be reopened, but you can always start a new thread if you have another question.
🔗 This thread will always be available, even after it's closed. You can find it again using Discord's search, or you can save this link: https://discord.com/channels/841573134531821608/1466506076185956548
📝 Have more to share? Add more details, code, screenshots, videos, etc. below.
limpid raft
hi! just want to acknowledge that i've seen your question, i'm juggling a few things atm but i'll be with you asap
limber portal
ok
limpid raft
ok sorry for the delay, coming back to this now
limber portal
sure
so recently there's an uptick in this error
we haven't done anything different in our system.
The reader receives the amount and is showing the amount, but the response from Stripe is that error
we are using server side integration
our logs are currently filled with this type of error from the hundreds of readers we own
we won't believe this to be an error from our system. since the error comes from stripe's system
the communication between stripe's servers and the reader is entirely on Stripe's side
limpid raft
any chance you have a serial number for one of these readers handy? normally i can look it up from what you've provided but the tool i'm using is being a little odd
limber portal
sure for tmr_GAN9cgD4V5Qp7B the serial number is WSC513212022812
that corresponds to
req_MjCa48TMrZu2Od
a large fraction of our readers are having this problem
limpid raft
perfect! let me look at the error logs for the device
ok, so i do see a pretty big spike in errors on that device around that time but i'm not very familiar with that specific error so i might need to dig into what it means for a bit
how are these devices connected to the network? are they wired, wifi, etc? also have you tried reproducing the issue on a different network (mobile hotspot for example) to see if you see the same error there?
limber portal
they are wifi
they are in different locations as well
all over canada and the US
we are a platform which provides these terminals to restaurants all over canada and the US
so collectively there's an up tick in the frequency of these errors
it's not just specific to a single location or store
limpid raft
hmmm. have you noticed any patterns as far as when the errors are occurring? is it spiking across multiple locations at once or does it seem more random?
limber portal
we haven't found any patterns yet
limpid raft
kk
limber portal
our merchants are reporting this problem to us. I just looked at the stripe developer dashboard, and noticed that these errors happen very frequently
if you need some other devices to look into:
tmr_FwyrCg7ZXiz27B serial number WSC513221035173
The first device is in NY, the 2nd device is in PA
different states, same problem
It's one thing for it to fail completely, but another if the Reader receives and displays the amount, but then the Stripe server tells us the request failed. We are confusing the end user when we display such an error but the reader has the amount and they can pay on it
limpid raft
yep makes sense
limber portal
most likely the Stripe server is having trouble receiving the acknowledgement from the Reader that it received the request. As this is only starting to happen recently, is there some new changes in the Reader firmware or Stripe server that may have caused this?
limpid raft
i'm not finding a lot documented on the specific error the device is throwing so i'm currently doing some exploration to see how widespread it looks like this problem is
i'm hoping to find this out in the logs shortly, but do you happen to know offhand when these request failures started to appear more frequently in your logs?
limber portal
merchants started reporting this issue since two days ago
looking at logs for the Jan 25, this kind of error is about 2-6 per hour.
Jan 26 I'm seeing frequency of 6-20 per hour
Jan 27 it's starting to average 20 per hour
Today it's averaging 25-30 per hour
limpid raft
for WSC513221035173 which request ID did that correspond to?
limber portal
req_4Pe9ASIkxiDAqj and
req_sXwDTHeQucX04n and
req_TDrgVyW2fPksNl and req_TMIZsLY9LJWrry
limpid raft
awesome ty, looking now
limber portal
This kept happening for that store, it keeps erroring out
I have to afk for about 10 minutes, be back in 10
covert forumBOT
hoary tendon
Hi 👋
I'm stepping in as my colleague needs to go. I think identifying what is causing these readers to become unreachable is going to require a more in-depth investigation that we can provide through Discord.
I am going to trigger a DM that will invite you to create a support case that will get routed directly to my team so we can dig into this further and reply back when we have more details.
covert forumBOT
Hello @limber portal, we have sent you a direct message, please check it at https://discord.com/channels/@me/1317166711262281771
- 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.
limber portal
ok i opened the support case
hoary tendon
Thank you!
covert forumBOT