bwurtz999 - reader followup | Stripe Developers | Page 1

plucky epoch Jun 28, 2022, 5:58 PM

#

Hello, sounds good to me. Glad you may have found clarity on this

wicked bridge Jun 28, 2022, 5:59 PM

#

Thank you!

#

I now know that my handling of unexpected disconnects works properly for that reader. I had someone go to the unit, unplug the reader, wait for the disconnect message, and then plug it back in

#

The reader automatically reconnected when it came back online

#

But earlier today, items stopped showing up on the reader screen again

#

The card reader showed as 'Online' and passed network connectivity tests

#

Does it sound like I'm missing anything?

#

And where would I go to ask for a new device?

plucky epoch Jun 28, 2022, 6:12 PM

#

Interesting. Also great job doing a thorough debugging there. I am not seeing other suggested steps in our doc that don't look like you have already covered them. I will check in with my colleagues quickly on what else you may want to try and where to go for a new one. https://stripe.com/docs/terminal/readers/verifone-p400#reader-has-ip-address,-but-is-unable-to-communicate-with-stripe

wicked bridge Jun 28, 2022, 6:14 PM

#

Great thank you

plucky epoch Jun 28, 2022, 6:19 PM

#

As one quick question that popped in to my head, has this Terminal seen these issues when connected to multiple POS systems or just the one?

#

I think it is very unlikely for that to be the issue but just am checking if that has been ruled out.

wicked bridge Jun 28, 2022, 6:22 PM

#

I've only ever connected it to my app

#

Is that what you mean?

plucky epoch Jun 28, 2022, 6:28 PM

#

There is only one POS device at this location, and it's ours
I missed this comment from yesterday. So there is one POS device at this location and multiple terminals are connected to it, but only this one terminal is failing correct?

wicked bridge Jun 28, 2022, 6:31 PM

#

There's one iPad and one reader. Our app is installed on the iPad and it's the only app that would connect to the reader

plucky epoch Jun 28, 2022, 6:52 PM

#

Gotcha. With that, I think it sounds like we've narrowed down the issue here pretty well. The one other thing we can think of to troubleshoot would be swapping a different terminal in to that location if possible to see if it has the same issue though I get if that isn't feasible.

For a replacement, it looks like you should reach out to support and tell them about the debugging steps that you have taken here. They would be the ones that you can work with on a replacement if that is possible. https://support.stripe.com/?contact=true

wicked bridge Jun 28, 2022, 7:07 PM

#

Great thanks so much

#bwurtz999 - reader followup