#ethan-terminal-android-network

1 messages · Page 1 of 1 (latest)

wide sleet
thin palm
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thanks @wide sleet - i've been in contact with stripe support but they usually give me the normal runaround of "have you configured DNS properly?" and so forth. i also can't say whether or not the IP address can be pinged, as i'm not on that network (it's a network of our customers), unless i can do that via my local terminal

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but i can say in most, if not all, of those scenarios where the reader is discovered but fails to connect, we get timeouts when pinging the IP

wide sleet
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that's the thing, to debug network issues like this, the only viable first step is to run those commands really, which you'll need your customers (or their own network engineers) to run

thin palm
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we work with laundromat owners who respectfully are not tech savvy at all. asking them to run a command from a terminal on their android device doesn't seem viable or feasible for us

wide sleet
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but overall this looks like a network issue, something on their end blocking the communication between their device and the reader over the network. It can be many things and we'll need a lot more specific details about their current network setup, the devices they use including the router model and such, not really something you will be able to diagnose remotely unfortunately

thin palm
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if the network is timing out when pinging the IP, what is the best next step? should we have network technicians do in and look? and what exactly should we be looking for?

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i guess i'm just not sure what we could do to ensure proper connectivity

wide sleet
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I'm not sure either unfortunately. Someone technical enough needs to get access to the network and look into the ping/nslookup commands to understand what's preventing the devices from talking to each other.

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I would recommend pushing more on support to ask to talk to a technical person, not just live chat. If they have details about your readers and network they can then help you troubleshoot this further

thin palm
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yeah we can definitely do that. thank you

wide sleet
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Sorry I couldn't help more, we know this can be tricky to manage when you resell those solutions into networks you don't have access to

thin palm
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no problem, yeah it's been really difficult for us to troubleshoot and obviously not being able to connect to a reader really hurts our customers

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separately, what about this question?

in what scenarios would a reader failed to be discovered? the connection token is fetched properly but no response from discoverReaders()

wide sleet
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it's the exact same question though and I don't have a good answer, it's mostly a connection issue on the network really. The fact that you fetch the connection token is mostly unrelated, it just means that the computer/tablet has internet access and can talk to your server

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the real issue right now is that the computer/tablet has internet access but can't find the reader on the local network

thin palm
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yeah i think the issue is that discoverReaders isn't returning any readers even though the reader in the stripe dashboard is online

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yeah exactly

wide sleet
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so it's the age old network issue where 2 computers on the same network have access to google but can't ping each other

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and it can really be many different things, that only ping/nslookup and other tools can help debug/troubleshoot

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others on my team might have more ideas on how to debug this but going through support ensures you can get to someone who can answer

thin palm
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okay thank you! yeah we'll go through support specifically...any suggestions on how to escalate this so we're not going through the normal live chat?