#_api

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hardy moatBOT
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faint leaf
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Hi Are you there?

wary jackal
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hello! Sorry about the delay, we stepped away for a while. There is currently an issue with connecting with Terminal devices, and are working on a fix right now. Can you share your account ID so that I can check if you're impacted by this issue?

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The issue should have been resolved at this point in time. Are you still encountering issues?

faint leaf
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Yew

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Yes

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I'll share the account id now

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Give me a minute

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acct_1RbOMqQ8AJSc9rIW

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This is the account id

wary jackal
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hmmmm, I think yours might be a different issue

lavish relic
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Hey! Could you provide us the Serial numbers for both S700 and M2 readers that faced this issue? It should have the prefix STRxxxxx

faint leaf
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{"deviceType":"DeviceType.Stripe","isSimulated":false,"enablePreferOnline":false,"deviceId":"STRM26146050686","locationId":"tml_GE1NA8Q6qPN2UF","connectionType":"ConnectionType.USB","merchantId":"merch_732e731b-03ab-4d4c-b456-02a21222314d","isManualEntry":false}

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This is one of the deviceid and tml id as well

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We suspect, this happened after the 2.01.01.00-SZZZ_Prod_US_v12-481001

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In M2 especially

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Is there any update?

wary jackal
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we're still looking into it 👀

lavish relic
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Could you give us the exact timeframe when you first saw this error? Or the log line with the timestamp where it appeared?

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And could you also provide us the timestamp where the latest error occured?

faint leaf
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For the past four hours, we are seeing this issue

lavish relic
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Ok, do you have the logline when the latest error showing STRIPE_API_RESPONSE_DECODING_ERROR occured?

faint leaf
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It is happening in production and we don't have debug logs

lavish relic
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Could you take a screenshot of the interface where you are seeing this error (STRIPE_API_RESPONSE_DECODING_ERROR)?

faint leaf
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We got this error from new relic

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That we are logging

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I don't have interface

lavish relic
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Ok, got it, so you received an alert/alerts from new relic? Could you give us the latest time when this error was found on new relic?

faint leaf
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Yes

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The time stamp is UTC

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S073 is our error code

lavish relic
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Is this issue still happening? I see that the latest timestamp in the screenshot was at March 04, 2026 21:22:48 (UTC)

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Or is there a more recent log/timestamp where this is still happening?

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Hello @faint leaf are you there?

faint leaf
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Yeah I'm here

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Yeah, It is not fixed yet

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No, the restaurants are operating in PST

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So the restaurants are closed

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Is there any other help needed from my end?

lavish relic
# faint leaf

Is there a more recent time when the error message "Connection failed. Please restart the payment device and try again. - S073" was seen on new relic.

Or is the most recent on for March 04, 2026 21:22:48 (UTC) as seen in the screenshot?

lavish relic
# faint leaf Yeah, It is not fixed yet

For context, there was a known issue that occurred from March 5th, 2026, 00:30 to March 5th, 2026, 04:24 (UTC).

The screenshot you provided indicates that the error was received on March 4th, 2026, at 21:22:48 (UTC), which is actually outside of that timeframe. Additionally, you mentioned that the issue is still happening, but I cannot see any recent error logs (after March 5th, 2026, 04:24 UTC) where the error is surfaced.

faint leaf
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Known issue from stripe side?

lavish relic
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Yes, that issue was surfaced from March 5th, 2026, 00:30 to March 5th, 2026, 04:24 (UTC), but has been resolved

faint leaf
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Is it the same issue STRIPE_API_RESPONSE_DECODING_ERROR?

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If there's an issue, Where can I see in the internet? Can you send me where I'll get updated if there's any known issue?

lavish relic
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We dont have a public page for this.

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The issue should have been resolved on our end, and your terminal devices should no longer experience this problem.

However, if you encounter this error again or find a more recent error log with STRIPE_API_RESPONSE_DECODING_ERROR, please alert us again and provide a screenshot of the New Relic error message with the timestamp

faint leaf
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Can you please hold? I will confirm if it is working for all the restaurants

faint leaf
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I'm seeing this issue now

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This is new logs that I get now

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The M2 is connected to POS through USB, We tried closing and opening the POS app, restarted the M2 payment device, nothing is working

lavish relic
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Could you provide the error message mapped to your internal error code S102?

lavish relic
faint leaf
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NO READERS FOUND ON DISCOVERY

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This is the error

hardy moatBOT
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Hello @faint leaf, we have sent you a direct message, please check it at https://discord.com/channels/@me/1394421384582664202

  • 🔗 The message has instructions on how to grant read and write access to your Stripe Dashboard for our Developer Support team, in order to help you more effectively.
lavish relic
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Could you provide me access to view this account's dashboard?

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This will help in our investigation

faint leaf
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It is working @lavish relic , It was an operational issue