tyrzaphir_unexpected | Stripe Developers | Page 1

cobalt muralBOT Mar 19, 2026, 6:36 PM

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reef ravine Mar 19, 2026, 6:40 PM

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hello! fyi the server is a little busy atm but i will be with you asap 🙂

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oof just read your question and this sounds urgent, 1 sec

acoustic moat Mar 19, 2026, 6:41 PM

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Thanks for looking into it, appreciate any help you can provide

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I'm working with my tech on-site to get as much information as we can, I will update you with what he reports

reef ravine Mar 19, 2026, 6:44 PM

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do you have any more info about the crash? steps to reproduce, error messages, serial numbers of impacted devices, anything like that?

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sounds like you're still working on steps to reproduce

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but i might be able to get some useful info if we just have serial numbers along with timestamps for when the crash occurred

acoustic moat Mar 19, 2026, 6:46 PM

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STR70Z1C509003145

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This was the first reported device to have an issue, they tried rebooting a bunch of times and last I heard that device was working but trying to figure out exactly which ones are currently not working

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I believe it is currently offline because my tech is taking it to another location where he can plug it into a computer and get more details. Same with STR70Z1C509003041

cobalt muralBOT Mar 19, 2026, 6:48 PM

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reef ravine Mar 19, 2026, 6:49 PM

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hmmm. i am seeing a lot of errors reported for that device that look like they might be related to networking problems. i see a huge spike around 17:23:00 UTC. it's possible the software update is related, but would it be possible to try running one of the impacted devices off of a mobile hotspot as a short term troubleshooting solution?

acoustic moat Mar 19, 2026, 6:49 PM

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We will try that out and let you know

reef ravine Mar 19, 2026, 6:50 PM

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you said this is for an event, is this at a single site? is it a new network you're connecting the devices to? or is it across multiple sites, and if so are you seeing issues across all of those sites?

hard pike Mar 19, 2026, 7:02 PM

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Hi 👋

I'm stepping in as my colleage had to go

acoustic moat Mar 19, 2026, 7:03 PM

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We have a two-weekend event that went great last weekend and opens tomorrow for this weekend. They are preparing for this weekend and seeing the devices get stuck into a boot-loop

hard pike Mar 19, 2026, 7:03 PM

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The errors we are seeing for these readers do primarily indicate the issue is with network connections

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When you say a boot-loop, do you have insight into what that means exactly? What screen is loaded?

acoustic moat Mar 19, 2026, 7:05 PM

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Checking

hard pike Mar 19, 2026, 7:09 PM

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The error logs for STR70Z1C509003145 is showing that it cannot connect to one of the domains we use for device management.

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It's a basic HTTP request timeout error and we see these all the time for terminal readers where there is something wrong with the network.

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Either the local WiFi network has some firewalls or config that prevents access or the connection from the local WiFi network to the wider internet might be at issue.

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The quickest way to test this out is to switch one reader to a mobile hotspot

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If it "suddenly works", that means it's the network

acoustic moat Mar 19, 2026, 7:13 PM

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The device is stuck on this screen. If it is manually rebooted it launches the app and then sometimes rebooted again. We did a lot of testing all this week and had thousands of transactions last week and did not encounter this until after the 2.40.1.0 update. The picture/video attached are on our office wifi, not the event site wifi

hard pike Mar 19, 2026, 7:15 PM

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Okay so that's clearly an Android application crash. Do you have logs of the error being thrown?

acoustic moat Mar 19, 2026, 7:15 PM

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We don’t know how to pull device logs off a non-dev device, trying to reproduce on a dev device currently

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We do see some errors in our server for the API endpoint that handles the connection token request. It's saying device id not found. Did something change in this update regarding the API call the device makes to our server when it asks for a connection token?

hard pike Mar 19, 2026, 7:20 PM

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Are the errors coming from the Stripe API request? If so, can you share the request ID? It will start with req_

Here's how you can find a request ID: https://support.stripe.com/questions/finding-the-id-for-an-api-request

acoustic moat Mar 19, 2026, 7:26 PM

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Checking

cobalt muralBOT Mar 19, 2026, 7:56 PM

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acoustic moat Mar 19, 2026, 8:11 PM

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We figured it out, it was a misconfiguration done by one of our clients on this event. Sorry for the hassle. This issue has been resolved

#tyrzaphir_unexpected