UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR

[L-is-0]

received UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR for 4 times on device id 902268 for 4 times at 09/02/2024 12:33 09/02/2024 13:00 09/02/2024 19:31 10/02/2024 12:48

Summary

received the above error multiple times from the latest stripe SDK, please kindly advise how to resolve

Android version

Android 11

Impacted devices (Android devices or readers)

device id 902269

SDK version

3.2.1

Other information

"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR","integration":"stripe","message":"Contactless transaction failed com.stripe.core.aidlrpc.AidlRpcException: Service never connected.

[L-is-0]

anyone could please advise on this issue?

[L-is-0]

Could anyone please help us look at this issue? @rv-stripe

[L-is-0]

Can anyone please help us looking into this issue? @gliu-stripe

[gliu-stripe]

@L-is-0 Hi, do you have any request IDs from the stack trace to help us debug this information? It would start with req_

[L-is-0]

@L-is-0 Hi, do you have any request IDs from the stack trace to help us debug this information? It would start with req_

Hi @gliu-stripe, this error happened when the app was trying to connect to the reader before taking payments, so there isn't any payment intent id or req_ can be found unfortunately. Is there any other info we could provide to assist the debugging process?

[ugochukwu-stripe]

Hi @L-is-0 , could you confirm that the device you're using meets our supported devices criteria, because that might explain the failures you're seeing.

[L-is-0]

Hi @ugochukwu-stripe thanks for getting back, however our devices meet the supported devices criteria provided in above link. This issue only happened on some of our tablets but not all, any other suggestion you could provide here?

[ugochukwu-stripe]

Do you mind providing logcat from the failure and more details about the device you're using? That'd help us investigate further.

[L-is-0]

Hi @ugochukwu-stripe thanks for your response, i got logs from one of our devices which was having this error. Please let me know if anything else I could provide to help with the debugging.

Thu Feb 22 15:34:12 GMT 2024 HomeActivity-604 initScreen
Thu Feb 22 15:34:12 GMT 2024 HomeActivity-604 checkOpenSession
Thu Feb 22 15:34:12 GMT 2024 ApiEndpoints-604 live aws url
Thu Feb 22 15:34:12 GMT 2024 AwsApiManager-604 New request:
URL: ttorder/getBillToPay
Type: POST
Async: true
Auth: true
JSON: {"activeOnly":true,"channelid":"1000","includevoided":true,"tableid":"42"}
Thu Feb 22 15:34:12 GMT 2024 HomeActivity-604 onAppEvent : DB_CACHE_COMPLETE
Thu Feb 22 15:34:12 GMT 2024 HomeActivity-604 cacheFeaturesSettings
Thu Feb 22 15:34:12 GMT 2024 ApiEndpoints-604 live aws url
Thu Feb 22 15:34:12 GMT 2024 AwsApiManager-604 New request:
Type: GET
Async: true
Auth: true
JSON: null
Thu Feb 22 15:34:13 GMT 2024 AwsApi-604 v3/ttorder/getBillToPay: onSuccess - 
Thu Feb 22 15:34:13 GMT 2024 FeatureSetupHelper-604 channel id for current device is 1000
Thu Feb 22 15:34:15 GMT 2024 ApiEndpoints-604 live aws url
Thu Feb 22 15:34:15 GMT 2024 AwsApiManager-604 New request:
Thu Feb 22 15:34:15 GMT 2024 HomeActivity-604 onAppEvent : DEVICE_CHECKED_IN_SUCCESS
Thu Feb 22 15:34:59 GMT 2024 TerminalReaderService-604 discoverSimulatedReader failure: Contactless transaction failed com.stripe.core.aidlrpc.AidlRpcException: Service never connected.
Thu Feb 22 15:34:59 GMT 2024 ApiEndpoints-604 live aws url
Thu Feb 22 15:34:59 GMT 2024 AwsApiManager-604 New request:
URL: ttintegrations/getErr
Type: POST
Async: true
Auth: true
JSON: {"appforeground":true,"deviceid":"902275","error_code":"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR","integration":"stripe","message":"Contactless transaction failed com.stripe.core.aidlrpc.AidlRpcException: Service never connected.","sessionid":"0","step":"initial load","tableid":42}
Thu Feb 22 15:35:00 GMT 2024 AwsApiManager-604 Response{protocol=h2, code=400, message=, url=ttintegrations/getErr}, url = https://v3/ttintegrations/getErr, error is {"error":{"name":"InternalError","date":"2024-02-22T15:35:00.335Z","statusCode":400,"code":"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR","usererrmsg":"Error loading contactless payment","details":"Redirecting to other method","log":"Contactless transaction failed com.stripe.core.aidlrpc.AidlRpcException: Service never connected.","integration":"stripe","","contact":null,"extra":{"session":"0","error code":"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR"}}}
Thu Feb 22 15:35:01 GMT 2024 LogUtil-604 uploadLogFile() - uploading log file to server
Thu Feb 22 15:35:01 GMT 2024 ErrorInfo-604 API endpoint v3/ttintegrations/getErr timed out or failed
Thu Feb 22 15:35:01 GMT 2024 ErrorInfo-604 
API ERROR ON endpoint v3/ttintegrations/getErr:
Status code: 400
Response: {"error":{"name":"InternalError","date":"2024-02-22T15:35:00.335Z","statusCode":400,"code":"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR","usererrmsg":"Error loading contactless payment","details":"Redirecting to other method","log":"Contactless transaction failed com.stripe.core.aidlrpc.AidlRpcException: Service never connected.","integration":"stripe","","contact":null,"extra":{"session":"0","error code":"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR"}}}
Error details: PaymentErrorsDetails(usererrmsg=Error loading contactless payment, details=Redirecting to other method, extra={"session":"0","error code":"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR"})
Request body: {"appforeground":true,"deviceid":"902275","error_code":"UNEXPECTED_ERROR.UNEXPECTED_SDK_ERROR","integration":"stripe","message":"Contactless transaction failed com.stripe.core.aidlrpc.AidlRpcException: Service never connected.","sessionid":"0","step":"initial load","tableid":42}

Thu Feb 22 15:35:01 GMT 2024 TerminalReaderService-604 getError() - Redirecting to other method
Thu Feb 22 15:35:01 GMT 2024 LogUtil-604 uploadLogFile() - file name is : 902275_v3.0_220224_1535_debugging_logs.txt
Thu Feb 22 15:35:01 GMT 2024 LogUtil-604 uploadLogFile() - uploading log file to server

[ugochukwu-stripe]

I was hoping to get some more detailed logs from when you initialized the Stripe Terminal till the point of failure, also could you share more about the device you're using?

[L-is-0]

Hi @ugochukwu-stripe Thank you for your prompt response. Upon reviewing the device logs on the same day, it appears that the Stripe Terminal was successfully initialized when the app initially launched. It's important to note that our application is designed for long-term usage. However, after the device was left idle with the app running without an internet connection for several hours, upon reconnecting to the internet, we encountered the error mentioned above while attempting to reconnect to the terminal reader.

Our setup involves using an Android 11 Go version tablet device. Please feel free to reach out if you require any additional information.