#gian_error

1 messages · Page 1 of 1 (latest)

glass dawnBOT
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eager escarp
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Opening the thread again as you closed it before I could answer.

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This happens even when the reader is connected and online

ivory lily
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hey there 👋 could you share the ID (tmr_xxx) of the affected reader?

eager escarp
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yes, looking for it

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tml_GU4wg6yEeAZOLF

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is that it?

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sorry, no. May bad

brazen needle
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Also @eager escarp are you observing this behaviour just after a reader go online after beeing offline ?

eager escarp
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The client has one of this 3 readers, it should be one of these:
tmr_GU40APLuYaTOvA
tmr_Gcti4wQLeWRwda
tmr_GU40APLuYaTOvA

brazen needle
eager escarp
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no, reader is already online when it happens

brazen needle
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And you are saying this happens once per month ?

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do you have a particular timesframe when this last happened ?

eager escarp
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yes, but it's not consistent. Sometimes it doesn't happen in a month, and on rare cases it happens twice a month

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Last time it happend was on April 27 around 8:30am GMT -3

brazen needle
eager escarp
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let me double checl

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check

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yes, it is correct

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it's this one in particular:
ReaderId: tmr_Gcti4wQLeWRwda

brazen needle
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Can you delete the serial number please from here

eager escarp
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Done

brazen needle
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Not much logs seen here, probably this is just a network issue, what happens when the user reboots the reader ?

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This seems to be an intermittent issue. I hope this isn't a blocking issue, especially if you are able to bypass it by rebooting the reader

eager escarp
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Rebooting does not work, it constantly fails for half an hour. After that, we are able to use it normally, but this is hurting business as it happens on almost all stores at once.

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Can you verify when was the last time that reader was updated?

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We cannot identify why this issue is happening and we have the suspicion that this is on Stripe's end.

brazen needle
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Rebooting does not work, it constantly fails for half an hour. After that, we are able to use it normally, but this is hurting business as it happens on almost all stores at once.
Do you have more readers that face the same issue on that same timeframe ?

eager escarp
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yes give me a second that I'm on a call

brazen needle
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Can you verify when was the last time that reader was updated?
The reader you shared is an, Android device using Tap to pay, right ?

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Can you migrate to the latest Android SDK (5.X) and monitor again the issue ?

glass dawnBOT
eager escarp
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It is an Androide device tap to pay, yes.

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The version 5.X has breaking changes, it's gonna take some time to migrate. We can do it but I would need confirmation that the issue we are having is related to the SDK version

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Can you confim me that?

brazen needle
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Actually I'm not sure 100% that migrating to SDK 5.X will solve the issue you are facing, (which I didn't see much details on the timeframe you provided). But what I'm sure of that the new SDK has introduced a lot of bug fixes and improuvements that may solve the issue you are facing.

eager escarp
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If you check that reader at 2026-04-27T11:33:42.793 GMT -3, we have an error at that time. But that erros happens because we couldn't reach the server, so it makes sense that you don't see anything.

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Can you verify with someone if the SDK 5.X introduced bug fixes and improvements that tackle the reader token fetching or something like that?

brazen needle
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It's 4.7, maybe you can try it as it doesn't introduce a breaking change

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Try migrating to 4.7.6 at least in this case

eager escarp
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How much time does it take for the toke to expire?

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We may try that, but I would love to know if this issue happened with the Stripe terminal SDK before

mental tundra
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Hey @eager escarp apologizes on the delay here, os4m37 had to run, getting caught up on context and seeing if we can pull in someone with a bit more terminal expertise than myself.

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My understanding though is the token should expire after 60 minutes.

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I'm not finding anything matching the exact description of simultaneous failures, but presumably there had been issues if a fix was released to address the token expiry causing offline payments to fail.

eager escarp
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Hey there

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We do not support offline payments yet

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This happens every once in a month when the reader tries to connect to Stripe

empty rover
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Hello
Jumping in to help out here.
Are these readers connected to the same network?

eager escarp
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no, different stores accross the country