#bwurtz999 - terminal connection

1 messages · Page 1 of 1 (latest)

dense hawk
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Hello, can you tell me more about where you are seeing that the location can't connect, and where the reader shows up as online?

gleaming jetty
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This problem has been going on for a week or so. Our app connects to the reader, accepts payment, everything is fine. But then a few hours go by and the card reader becomes unresponsive

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In my 'Connect' section I can 'View As' and see that the reader is actively pinging Stripe

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We run this app in a dozen other units. None of them have this issue

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We thought it might be an issue with the iPad, so last week we bought a new iPad. Same problem keeps happening

dense hawk
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Gotcha. Do you have the ID of this terminal?

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And when you say it becomes unresponsive, is that the actual device completely freezing, certain API calls to it failing, or something else?

gleaming jetty
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Items get scanned. They show up in the cart. But nothing shows up on the terminal reader screen

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tmr_EprbvQwsbsWk9l

dense hawk
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Thanks for the ID. And I am less familiar with how that kind of setup might work. Have you checked your logs on whatever machine handles the cart to see if it is getting any errors related to updating what is on the terminal?

gleaming jetty
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I have checked. There are no errors

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The payment intents are being updated when items are added

dense hawk
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Do you have one of the IDs of one of those payment intents as well?

gleaming jetty
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pi_3LFGs1E46hUZZRHV0ZzmxdFb

dense hawk
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Thank you!

gleaming jetty
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Thank you

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Any ideas about what could be going on here?

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What's so frustrating is that it's the same app and card reader at all of our other locations. And they don't have this issue

dense hawk
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Yeah I can imagine. I am checking in to the logs that we see on our side about the terminal and will also likely reach out to a colleague for how to better troubleshoot this. I am not immediately sure on what is going wrong here or where you may want to look next

gleaming jetty
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OK thank you. Any ideas would be greatly appreciated

dense hawk
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Has this terminal been able to make any payments? I am looking at what we see on our side for it. I see that somewhere we say we have not seen that terminal in a few days but that doesn't sound right given what you have seen

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Have you checked its connectivity settings? I do see failed connection errors in our logs for that terminal as recently as today

gleaming jetty
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Oh interesting

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So we had someone go to the unit and restart it. That was about 10 minutes ago

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Last week, when the app was working and I could see that the reader was 'online', I had someone run this test

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0-4-2-6-8

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and this one

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0-8-6-2-4

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And both tests passed

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But the reader screen stayed blank when items were added

dense hawk
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Interesting. Will pass that on

gleaming jetty
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The reader is now 'working' but if this pattern holds in a few hours it won't work anymore

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It was on wifi

dense hawk
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Gotcha.

gleaming jetty
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I switched to LAN

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same problem

dense hawk
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All good info thank you.

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But this reader has been able to make payments since the 23rd? I may have misunderstood something in our logs

gleaming jetty
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What's tough is that is is a self-checkout system so there isn't a cashier there to tell me exactly when it stops working

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The reader made it's first successful payment on May 26th

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In looking at the logs (and all the payment intents that were updated but never completed) it looks like this has been an issue ever since it was first installed

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The client only alerted us to this two weeks ago

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We had someone go over there this morning and power it off/on and now it's connected and accepting payments (pi_3LFKJpE46hUZZRHV0D1OY2vs for one example)

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But at some point this afternoon it will probably stop working

dense hawk
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Gotcha. This is starting to sound like the device may be faulty but I am trying to think of how else to verify what is happening here. Do you know if the device is completely frozen and doesn't react to anything or is it more that the cart specifically isn't updated?

gleaming jetty
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@dense hawk sorry for the delay

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Nothing appears to be visibly wrong

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But I've added additional logging and I can see that the 'addToCart' call is reaching the JS

winged rapids
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👋 @dense hawk had to head out, but let met catch up and try and see what's wrong

gleaming jetty
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awesome thank you!

gleaming jetty
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@winged rapids Any update here?

winged rapids
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Not yet - trying to sort through some logs here, so it's taking a while

gleaming jetty
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Got it thank you

winged rapids
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It's odd - I'm not seeing any of the logs I'd expect around the timestamps for pi_3LFGs1E46hUZZRHV0ZzmxdFb

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A couple of questions - just to confirm, your application automatically handles disconnections, right?

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And has your client mentioned anything about them using multiple POS devices with this one reader?

gleaming jetty
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I don't know if my app handles disconnections, which I'm going to guess means that it does not

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Does the JS library include a function to handle disconnections?

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There is only one POS device at this location, and it's ours

winged rapids
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Sorry by POS device I mean laptop or desktop that the reader connects to - not the reader itself

gleaming jetty
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I definitely don't have unexpectedDisconnect configured

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I will get that configured

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Do you have any idea what is causing the disconnects though?

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It's only happening at one location

winged rapids
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It could be anything - given that it's just at that location I'm guessing it has to do with their wifi setup

gleaming jetty
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Got it

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Thank you very much for your help

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I will get that disconnect function configured asap

winged rapids
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👍

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I'm going to head out, but if you need anything else @astral ibex is here