Rez - Hidden Network | Stripe Developers | Page 1

spring sphinx Feb 2, 2022, 3:20 PM

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Hi Rez. Looking into this

river bloom Feb 2, 2022, 3:20 PM

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Perfect!! Thank you!

spring sphinx Feb 2, 2022, 3:21 PM

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Will connect with colleagues for this. I'll get back to you

river bloom Feb 2, 2022, 3:22 PM

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Sweet, thanks!

spring sphinx Feb 2, 2022, 3:41 PM

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Have you reached out through support already about this?

river bloom Feb 2, 2022, 3:46 PM

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No, not yet

spring sphinx Feb 2, 2022, 3:52 PM

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Ok we're looking into this

river bloom Feb 2, 2022, 5:04 PM

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Thank you!

spring sphinx Feb 2, 2022, 5:05 PM

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We'll update you when we know more

cold badger Feb 2, 2022, 6:30 PM

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@river bloom Can you share an image of what you see in the Other... menu ?

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When you enter Other... you should be presented with a UI to enter and SSID and password

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Like this:

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Settings > Network > (scroll down) Other... >

river bloom Feb 2, 2022, 6:33 PM

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Yup, we see that!

cold badger Feb 2, 2022, 6:34 PM

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OK, but you're having issues connecting?

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Can you share your exact SSID here?

river bloom Feb 2, 2022, 6:36 PM

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DELETED

cold badger Feb 2, 2022, 6:36 PM

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OK TY - working with the team here while we investigate

river bloom Feb 2, 2022, 6:38 PM

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DELETED

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For the reference, we are able to connect to that very same network with other devices

cold badger Feb 2, 2022, 6:39 PM

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Other WisePosE devices? Or just other network devices not related to terminal payments?

river bloom Feb 2, 2022, 6:39 PM

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Other network devices

cold badger Feb 2, 2022, 6:39 PM

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Got it - thanks

river bloom Feb 2, 2022, 6:39 PM

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Of course!

cold badger Feb 2, 2022, 6:39 PM

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Still digging! Will let you know when i have more to share or questions

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Appreciate your patience & cooperation on this 🙂

river bloom Feb 2, 2022, 6:40 PM

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Thank you very much!

cold badger Feb 2, 2022, 6:59 PM

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We've been able to reproduce and diagnose and are working on a resolution

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Not sure on timeline for that yet, but in the interim if you're able to make the SSID not hidden that would be a viable workaround

river bloom Feb 2, 2022, 7:08 PM

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ohh, ok gotcha! I don't think we're gonna be able to do that unfortunately, we're onboarding a client and we ran into that issue.

cold badger Feb 2, 2022, 7:33 PM

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OK, we're working on a fix still, but have a potential work around for you

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If you do a factory reset on the reader, the factory image will be able to connect to the hidden network, at which point it will update its software but should retain the existing network configuration.

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1/ Enter factory reset by long pressing the two blue hardware buttons in the side of the device.
2/ A dialog will show up asking you if you wish to factory reset.
3/ Say yes.
4/ Device will reboot to an old build. From there you can click "connect to network" and be taken to the OS network settings. You can go to advanced settings there and enter your network details.
5/ After it connects, the reader should self-update to the latest software, but keep the connection to the hidden network you entered already.

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If you're able to do that and let us know if it gets you back online, if would be much appreciated

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We're continuing to work on a permanent fix for this, though

river bloom Feb 2, 2022, 7:43 PM

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Oh perfect! One quick question - we need to have an on-screen tipping enabled, we're in a Beta program for that in Canada. Will that affect the availability of on-screen tipping?

cold badger Feb 2, 2022, 7:45 PM

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Nope, shouldnt affect that at all

river bloom Feb 2, 2022, 7:46 PM

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oh perfect!!!

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Let me try that right now

cold badger Feb 2, 2022, 7:46 PM

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👍

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You might need to re-register the device to the location after the reset

river bloom Feb 2, 2022, 7:47 PM

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Sounds good!! Trying it right now

river bloom Feb 2, 2022, 8:34 PM

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Okay so I did everything, the factory reset was successfuly

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But the on-screen tipping is not updating on the reader

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req_YfLLVFfysqgm0V: Splash screen upload
req_GELDn38nIVY6XH: Reader settings
req_9xwq6VZXfOkajs: Configuration settings
req_eypAeHX163T5TZ: Location setting

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These are the logs

cold badger Feb 2, 2022, 8:35 PM

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Ok great, thanks for given that a shot, let me see whats going on with the tipping

river bloom Feb 2, 2022, 8:36 PM

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Awesome!! Thank you

cold badger Feb 2, 2022, 8:37 PM

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If you didn't need to register the reader, can you try explicitly registering it to the location again, and then reboot the reader?

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It's possible the relevant settings were not picked up during the factory reset sequence

river bloom Feb 2, 2022, 8:38 PM

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Ok gotcha - on it!

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Ok we did register the reader

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Rebooting now

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Rebooting worked!!!

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Awesome

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Thank you so so so much!!!

cold badger Feb 2, 2022, 8:42 PM

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Fantastic! Thank you so much for working through that with me ❤️

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You're quite welcome 🙂

river bloom Feb 2, 2022, 8:43 PM

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Thank you for being so prompt and helpful!! ❤️

cold badger Feb 2, 2022, 8:43 PM

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Helped us to confirm our hypothesis here, too, so we all win. Appreciate you reporting this too, so we can get a complete fix out ASAP.

river bloom Feb 2, 2022, 8:44 PM

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You guys rock!

cold badger Feb 2, 2022, 8:45 PM

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You do too -- really helpful that you stayed online to test this workaround!

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Would it be alright for us to include you in the beta of our next reader software release which will include the full fix for this?

cold badger Feb 3, 2022, 4:19 PM

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@river bloom awesome, thanks!

river bloom Feb 3, 2022, 4:19 PM

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Perfect!! Thank you very much

cold badger Feb 3, 2022, 4:19 PM

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(replying to #dev-help message )

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OK the team may reach out via your account email to confirm, but thanks you!

#Rez - Hidden Network