Postmortem -
Read details
Mar 27, 08:29 EDT
Resolved -
We’re happy to share that the issues affecting card readers, KDS, and printer workflows have been fully resolved. All systems are now operating as expected, and our team will continue monitoring closely to ensure continued stability.
If you were using "WiFi Card Reader" Mode, you can now switch back to "Advanced Reader" Mode. Instructions on how to revert can be found at https://support.dripos.com/hardware/reader/reader-wifi-adv.
Please be aware that your "Reader Status" may still display as "No Connection" - this is still actively being worked on but has no impact on functionality.
Thank you again for your patience and understanding throughout the day. We know how disruptive this was to your operations and truly appreciate your support as we worked toward a resolution.
As always, do not hesitate to reach out to our team if you have any remaining questions or concerns. You can expect a post-mortem of the root cause from our team this week with the steps we are taking to ensure ongoing stability. We are constantly working towards ensuring our platform is stable and that you, your staff, and your patrons do not experience such issues.
For any further troubleshooting, questions, or concerns, please reach out to support@dripos.com or our support line (781) 583- 3699.
Mar 26, 19:01 EDT
Identified -
We have identified the root cause of the ongoing performance issues impacting Advanced Reader connections, printing, and certain KDS workflows. Our team is currently working on a fix to restore full functionality as quickly as possible.
In the meantime, connecting your reader via “WiFi Card Reader” will ensure payments operate normally. This can be used as a temporary workaround in place of the advanced card reader setup until it is resolved.
Thank you again for your continued patience and understanding as we work to resolve this issue.
Mar 26, 14:40 EDT
Investigating -
In order to ensure the most timely updates, we've enrolled our contacts in SMS text updates. Please reply “Yes” to a text from 78774 to receive text message updates on the resolution.
Mar 26, 14:05 EDT
Update -
We are moving closer to a resolution, and our team is restarting a few key services and databases. While this change is occurring, some users may experience an issue where some POS devices are showing as offline.
We are working on restoring full functionality as fast as possible. If you are offline during this transition, please use offline cash or card payments.
Mar 26, 13:30 EDT
Identified -
We are working towards a resolution with the issues affecting Advanced Reader Connection, Printing, and edge cases with the KDS.
WiFi Card Reader mode is working without issue as a workaround to use the card reader to take transactions. Manual card is still functioning in the meantime, but wifi card reader setup will allow the card reader to function.
To use wifi card reader mode, go to POS Settings > Card Readers > Advanced Readers > Click your card reader and press ‘Remove reader’ and then restart your reader.
You will see a pairing code to connect your reader in wifi mode. Scroll down in POS settings and enter the code in the section titled “WIFI CARD READER” under ‘reader authentication code’ and press enter on your keyboard.
We will send further updates as we resume normal functionality.
Mar 26, 12:47 EDT
Update -
Our team is continuing the investigation of Advanced Reader Pairing. Wifi Card Reader mode is working without issue as a workaround to use the card reader to take transactions. Manual card is still functioning in the meantime, but wifi card reader setup will allow the card reader to function.
To use wifi card reader mode, go to POS Settings > Card Readers > Advanced Readers > Click your card reader and press ‘Remove reader’ and then restart your reader.
You will see a pairing code to connect your reader in wifi mode. Scroll down in POS settings and enter the code in the section titled “WIFI CARD READER” under ‘reader authentication code’ and press enter on your keyboard.
We are still working on resolving the underlying issue to Advanced Connection with the highest priority.
We have received reports of ticket printing issues and Kitchen Display Screen issues. This is related and we are working on resolving all of the above as soon as possible.
Mar 26, 12:03 EDT
Update -
We are currently aware of an issue where multiple card readers are experiencing slowdowns. We are investigating this issue with highest priority, please continue to use manual card functionality and cash payments in the meantime.
Mar 26, 11:04 EDT
Investigating -
We are currently investigating this issue.
Mar 26, 11:01 EDT
