Feral - Terminal SDK | Stripe Developers | Page 1

kind notch Feb 25, 2022, 5:10 PM

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Hi 👋 looking into this

dire drift Feb 25, 2022, 5:27 PM

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Great 🙂

kind notch Feb 25, 2022, 5:29 PM

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Okay so curl ins't really a great tool in this case. Can you try using ping both by hostname and IP?

dire drift Feb 25, 2022, 5:30 PM

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ping by ip works, but not by hostname

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sorry, ping to hostname without https:// does work

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PING 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net (192.168.2.87): 56 data bytes
64 bytes from 192.168.2.87: icmp_seq=0 ttl=63 time=98.195 ms
64 bytes from 192.168.2.87: icmp_seq=1 ttl=63 time=5.485 ms
64 bytes from 192.168.2.87: icmp_seq=2 ttl=63 time=41.046 ms
^C
--- 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net ping statistics ---
3 packets transmitted, 3 packets received, 0.0% packet loss```

kind notch Feb 25, 2022, 5:32 PM

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Thanks for that!

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So that looks good. Are you making the ping request from the same device that returned the error?

dire drift Feb 25, 2022, 5:36 PM

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yup, locally and through the vagrant virtual machine seem to both be able to ping without issue

kind notch Feb 25, 2022, 5:37 PM

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Okay can you confirm the hostname resolves to same IP address in both places you mentioned? Local & VM?

dire drift Feb 25, 2022, 5:40 PM

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seems they both resolve to 192.168.2.87: PING 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net (192.168.2.87) 56(84) bytes of data.

kind notch Feb 25, 2022, 5:45 PM

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Okay can you try power cycling the Terminal and then check the IP on the device? Also what hardware are you currently using?

dire drift Feb 25, 2022, 5:47 PM

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Doing the power cycle now. Using the wisePOS e and a macbook pro

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ip address stays as 192.168.2.87

kind notch Feb 25, 2022, 5:49 PM

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Okay we've got docs specific to the wisePOS e here: https://stripe.com/docs/terminal/readers/bbpos-wisepos-e#reader-has-ip-address-and-can-communicate-with-stripe,-but-not-with-your-point-of-sale-application

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Specific to this issue

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And this IP is being shown on the device itself, correct?

dire drift Feb 25, 2022, 5:51 PM

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correct

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it also shows the DNS resolution: Passed

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and i've tried setting my router's dns resolving to google's 8.8.8.8

kind notch Feb 25, 2022, 5:52 PM

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Alright and the SDK is still not connecting?

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Oh, in the error message you shared the URL. There were portions redacted. Did you do that or was that in the original error message?

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If you are still encountering problems can you share your exact browser and OS (including version numbers)?

dire drift Feb 25, 2022, 6:00 PM

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Yup, still encountering the same error.
I'm using:
MacOS 12.2.1
Safari Version 15.3 (17612.4.9.1.8)
Chrome Version 98.0.4758.109 (Official Build) (x86_64)

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Screen_Shot_2022-02-25_at_12.58.11_PM.png

kind notch Feb 25, 2022, 6:03 PM

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And you are seeing the exact same error message in both browsers?

dire drift Feb 25, 2022, 6:05 PM

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Slightly different in chrome:

Screen_Shot_2022-02-25_at_1.04.51_PM.png

kind notch Feb 25, 2022, 6:09 PM

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Okay can you try navigating to this url: https://192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net/protojsonservice/JackRabbitService
and let me know what you see in your browser

dire drift Feb 25, 2022, 6:10 PM

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Screen_Shot_2022-02-25_at_1.10.18_PM.png

Screen_Shot_2022-02-25_at_1.09.58_PM.png

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ping the route with https:// gives: ping https://192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net/protojsonservice/JackRabbitService ping: cannot resolve https://192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net/protojsonservice/JackRabbitService: Unknown host

stone orchid Feb 25, 2022, 6:12 PM

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Hello! The ping command doesn't use HTTP or HTTPS at all, so that error is expected.

dire drift Feb 25, 2022, 6:13 PM

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Without https:// actually gives the same until i remove the /protojsonservice/JackRabbitService portion:

ping: cannot resolve 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net/protojsonservice/JackRabbitService: Unknown host

~ % ping 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net                                   
PING 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net (192.168.2.87): 56 data bytes
64 bytes from 192.168.2.87: icmp_seq=0 ttl=63 time=286.865 ms
64 bytes from 192.168.2.87: icmp_seq=1 ttl=63 time=131.929 ms
64 bytes from 192.168.2.87: icmp_seq=2 ttl=63 time=48.702 ms
^C
--- 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net ping statistics ---
3 packets transmitted, 3 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 48.702/155.832/286.865/98.688 ms

stone orchid Feb 25, 2022, 6:13 PM

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It sounds like something is intercepting the traffic from the web browser before it can reach the reader. Do you have a proxy or firewall or anything like that between the browser and the Terminal reader?

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What you should see when you visit that URL in your browser is an error like this:

{"error":"Error, HTTP method not supported","request_id":"-1","rpc_error_code":"BAD_REQUEST"}

The fact that you're not even able to connect means something is blocking the connection.

dire drift Feb 25, 2022, 6:15 PM

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There's a firewall enabled on the machine, but i'm unable to modify it as it's managed. Don't think these settings specify anything that would be in the way here though

Screen_Shot_2022-02-25_at_1.14.35_PM.png

stone orchid Feb 25, 2022, 6:17 PM

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You mentioned a virtual machine earlier, how does that factor in to your setup?

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Is there a firewall or proxy set up at the VM level that could be causing the issue?

dire drift Feb 25, 2022, 6:20 PM

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It actually doesn't seem to be working in production on my machine either.. but i believe the VM is set to the same network so it shouldn't be a factor. I'll give it a shot on my windows PC here as well

stone orchid Feb 25, 2022, 6:21 PM

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Trying that URL on Windows would be great, would eliminate a lot of possibilities (basically anything on the local machine).

dire drift Feb 25, 2022, 6:24 PM

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same error accessing the route in Chrome:

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This one's on the same network, but ethernet

stone orchid Feb 25, 2022, 6:25 PM

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Could there be something on the network itself preventing it? Is this a corporate network or a home network?

dire drift Feb 25, 2022, 6:26 PM

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home network with Bell as an internet provider. I haven't set up anything different from the default settings on the modem

stone orchid Feb 25, 2022, 6:28 PM

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🤔

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In the Settings on the Terminal reader what version number is shown in the lower left corner?

dire drift Feb 25, 2022, 6:31 PM

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with curl getting connection reset by peer:

curl: (35) LibreSSL SSL_connect: Connection reset by peer in connection to 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net:4443 
~ % curl https://192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net:443/protojsonservice/JackRabbitService 
curl: (7) Failed to connect to 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net port 443: Connection refused
~ % curl http://192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net:80/protojsonservice/JackRabbitService 
curl: (7) Failed to connect to 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net port 80: Connection refused```

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terminal version: 2.0.3.0

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firmware version: 5.00.00.01.b22

stone orchid Feb 25, 2022, 6:36 PM

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Let me confirm that firmware version is what you should have, hang on...

dire drift Feb 25, 2022, 6:44 PM

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*   Trying 192.168.2.87:4443...
* Connected to 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net (192.168.2.87) port 4443 (#0)
* ALPN, offering h2
* ALPN, offering http/1.1
* successfully set certificate verify locations:
*  CAfile: /etc/ssl/cert.pem
*  CApath: none
* TLSv1.2 (OUT), TLS handshake, Client hello (1):
* LibreSSL SSL_connect: Connection reset by peer in connection to 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net:4443 
* Closing connection 0
curl: (35) LibreSSL SSL_connect: Connection reset by peer in connection to 192-168-2-87.a63yvyiodqfujzfvaxkn.device.stripe-terminal-local-reader.net:4443```

stone orchid Feb 25, 2022, 7:00 PM

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It's looking like the firmware version is probably the issue, but still working on it. Might be several minutes.

dire drift Feb 25, 2022, 7:03 PM

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Appears to be on my network's end. Switched over to a hotspot for the terminal and my mac and it has connected

stone orchid Feb 25, 2022, 7:06 PM

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Really? Does the Terminal still have the same firmware version?

dire drift Feb 25, 2022, 7:08 PM

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same firmware

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And navigating to the (new) route in the browser correctly gets me: {"error":"Error, HTTP method not supported","request_id":"-1","rpc_error_code":"BAD_REQUEST"}

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However, I'm unsure what setting would've been blocking this on my home network

stone orchid Feb 25, 2022, 7:10 PM

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Interesting! Well, in any case, sounds like your router might be the issue? Maybe there's a security setting that's blocking communication over the local network, or preventing WiFi devices from talking to each other, or something like that?

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Can you give me the reader's serial number? We still want to check on that firmware version (it's an older version than it should be).

dire drift Feb 25, 2022, 7:12 PM

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WSC513951001082

stone orchid Feb 25, 2022, 7:12 PM

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Thanks!

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What make and model router are you using?

dire drift Feb 25, 2022, 7:13 PM

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Bell Home Hub 3000

stone orchid Feb 25, 2022, 7:19 PM

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Do you have any access controls enabled on the router?

dire drift Feb 25, 2022, 7:29 PM

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access control is disabled

stone orchid Feb 25, 2022, 7:29 PM

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Anything in advanced settings that might be the cause?

dire drift Feb 25, 2022, 7:32 PM

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Not that I could see:

DMZ (off)
DDNS (off)
Port forwarding (no rules)
DNS - I turned it back to auto, but had manually set that to the google 8.8.8.8 dns address previously to attempt to fix it

stone orchid Feb 25, 2022, 7:33 PM

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Is there a security or firewall section somewhere?

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The fact that you can ping the device successfully indicates the block is only happening at the HTTP/HTTPS level, or with the port (4443), which hints at a firewall rule or similar.

dire drift Feb 25, 2022, 7:37 PM

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Not that I can find 🤔

stone orchid Feb 25, 2022, 7:39 PM

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With the Terminal reader connected to your hotspot, if you turn it off and then turn it back on (so it automatically connects to the hotspot during boot) I'm wondering if it might update itself to the newer firmware version. Can you give that a try?

dire drift Feb 25, 2022, 7:43 PM

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Yup, trying that now

stone orchid Feb 25, 2022, 7:44 PM

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If that doesn't work I'm wondering if you might need to re-register the reader: https://stripe.com/docs/terminal/payments/connect-reader?reader-type=smart#register-reader

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It looks like it was originally registered a while ago, then not used for an extended period of time. That's not usually a problem, but maybe the version it has from before or some token or something is causing the issue.

dire drift Feb 25, 2022, 7:48 PM

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Said already up-to-date and kept the same firmware

stone orchid Feb 25, 2022, 7:49 PM

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Yeah, was afraid of that. Can you try re-registering and see what happens?

dire drift Feb 25, 2022, 7:50 PM

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Same result it seems

stone orchid Feb 25, 2022, 7:53 PM

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Even after a re-register and a power cycle?

dire drift Feb 25, 2022, 7:56 PM

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doing the power cycle after re-registering

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ya, same version

stone orchid Feb 25, 2022, 7:59 PM

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Welp! Checking internally for possible next steps, but my thinking at this point is that you've got a reader that refuses to update it's firmware version, and the outdated firmware might be causing the network issues. Trying to find out if there's a way we can force the firmware to update and see if that has an impact on the network issues or not.

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You don't happen to have another Terminal reader there, do you?

dire drift Feb 25, 2022, 8:00 PM

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unfortunately no, just the one

stone orchid Feb 25, 2022, 8:01 PM

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The only other thing I can think of is to try communicating over port 4443 locally between two other devices and see if that gets blocked as well. That could confirm it's the router for sure, or possibly rule it out.

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But that would be non-trivial to try. You'd need to set up a process or server or something.

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I'll let you know what we find on our end in a few minutes.

dire drift Feb 25, 2022, 8:06 PM

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Alright. At least I have an environment I can actually test in with the hotspot.

stone orchid Feb 25, 2022, 9:18 PM

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@dire drift You still around?

stone orchid Feb 25, 2022, 9:44 PM

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If you're up for it, we can try a factory reset. It will take several minutes, but should get you on the latest firmware and, with any luck, fix the networking issue if it's not your router's fault.

dire drift Feb 25, 2022, 9:57 PM

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Yup if you wanna send over the steps for it I can give that a shot

stone orchid Feb 25, 2022, 9:58 PM

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Okay, to start the process hold both of the buttons on the sides with the blue lines on them down simultaneously for 15 seconds, then confirm you want to factory reset when prompted.

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Once that happens it will spend a bit of time erasing itself, then it'll boot again and ask you to connect to a network. Go through the steps to connect, then once you're connected hit back, and then tap on the update button.

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That will take a bit, then at some point during that process you'll be prompted to select a language. After that you'll hit a "Reader Update" app permissions screen asking you to grant system access. Enable the switch, then hit back, and things should proceed from there.

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After it's finally done updating you should be able to go into settings, generate a pairing code, and re-register the device with your account. After that it will reboot and may update one last time, and after all of that you can check to see what firmware version you're on to confirm it worked. 🙂

dire drift Feb 25, 2022, 10:01 PM

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alright 👍

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interesting. I get an Update failed. Check your network and try again. Code: WR5

stone orchid Feb 25, 2022, 10:05 PM

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At what point in the process do you get that error?

dire drift Feb 25, 2022, 10:05 PM

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after connecting to wifi and clicking update

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going to try it from my hotspot

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Same error from the hotspot

stone orchid Feb 25, 2022, 10:08 PM

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🤔

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We're working on it, hang on. 😅

stone orchid Feb 25, 2022, 10:38 PM

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Okay, I have some bad news and some good news.

The bad news is that we're going to need to replace this reader. It was on a very old firmware version and there is no way to update it remotely. I know it appeared to be working earlier, but testing with it would likely have provided strange behavior due to the old version.

The good news is that I'm working on getting you a replacement as soon as possible. This is a public server, so we should handle the replacement logistics over email. Can you go to https://support.stripe.com/contact/email and submit the form there with a short message that mentions my name (Rubeus), then let me know you've submitted it so I can grab it and work with you further there?

dire drift Feb 25, 2022, 10:55 PM

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bummer 😦 alright. i'll start on that

stone orchid Feb 25, 2022, 10:57 PM

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Yeah, sorry! I'll do everything I can to make sure you get the replacement as soon as possible.

dire drift Feb 25, 2022, 11:00 PM

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Alright, i've submit the email. On the RRCAN account

stone orchid Feb 25, 2022, 11:03 PM

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Got it! I'll respond there shortly.

#Feral - Terminal SDK