#eamjr_api
still jewelBOT
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shy oar
hi there, are you having these issues with multiple terminal devices at this location? also, can you send me the serial number of one of the affected devices?
frigid orbit
This pariticual turn up has 4 terminals at three locations all of them are getting the same timeout message.
Terminals are owned at the platform level the first two groups we turned on are running smoothly. This is a new group tryin to move over to Stripe.
shy oar
do you have an example serial number of one of the devices that are having a problem?
shy oar
thank you, give me a few minutes to look that up
ok, I see that this device is connected at the 5Ghz frequency. we generally recommend using 2.4Ghz if available, as it's more stable. something else you can try is to temporarily connect the device to a mobile hotspot. if that makes the issue go away, then we know it's a network issue. if it's still experiencing timeouts, then we'll know it's an issue with the device
frigid orbit
ok so should we to that on the reader itself or turn off the 5ghz on the access point?
still jewelBOT
stark furnace
Hi there - I'll be taking over for denton here, who needs to step away.
Denton was suggesting that you connect the reader to a mobile hotspot instead of the 5Ghz network we see it being connected to to see if that resolves the problem.
Also, we have some documentation on troubleshooting device connectivity here you can reference: https://docs.stripe.com/terminal/network-requirements#troubleshooting
frigid orbit
I am trying to do that should I come back later to you guys?>
stark furnace
Yes, if you're still having trouble you can come back. We close threads after 20-30 minutes for inactivity, but you can always open a new thread and we'll have a reference to this one
frigid orbit
Roger. We set up a new network with 2.4 only and connected to that. It works now.
stark furnace
That's great!
frigid orbit
thanks going to change all the other locations now. Have a great day
stark furnace
You too!
frigid orbit
STR70Z1D531003407 now at the second location. changed it to 2.4 still getting error there?
stark furnace
let me look
frigid orbit
Thanks
stark furnace
signal strength looks good on both networks. So I guess the next stop is the mobile hotspot testing we recommended earlier.
frigid orbit
roger that