thread Re: Updated Product Photo, Both Old and New Photo Show in Online Store

Updated Product Photo, Both Old and New Photo Show

TCSlaguna — Wed, 22 Jan 2025 20:36:32 GMT

I have posted a product on our website. I didn't like the really close-up photo, so I retook it and replaced it in Item Library.

New photo is there, but when we go to our online store the old one was not deleted. Now both the old and new photos show.

When I go back to Item Library the old photo is not there, so I can't delete it.

Please help.

Re: Updated Product Photo, Both Old and New Photo Show

TCSlaguna — Wed, 22 Jan 2025 20:39:40 GMT

What is interesting is that I deleted all the images for the variations.

Square Online still shows everything I ever posted.

Payment Link does not.

Re: Updated Product Photo, Both Old and New Photo Show

ryanwanner — Wed, 22 Jan 2025 22:27:16 GMT

Hey @TCSlaguna !

How many images are you wanting us to see on that product link? I'm only showing 5 total images, and they don't change if I choose a variation.

If I'm seeing the right amount of pictures, I'm wondering if there was just a delay in the site updating things. I noticed this with one of my items: it took the better part of an hour to update the picture about a week ago. If not, perhaps try republishing the site? If you can't access the picture from your item library then it is out of the system, just taking a while for the online side to realize this.

Re: Updated Product Photo, Both Old and New Photo Show

TCSlaguna — Wed, 22 Jan 2025 22:31:52 GMT

@ryanwanner

1 is Primary

2 and 3 are the ones I deleted - they still show up

4 and 5 are linked to the variations

Re: Updated Product Photo, Both Old and New Photo Show

frances_a — Fri, 24 Jan 2025 01:44:28 GMT

Hello @TCSlaguna & @ryanwanner

Taking a look here and I actually see 6 different images.

I have gone ahead and started a process for the site to be re-indexed, as this can help with sync delays/bugs.

We give it 24 hours before testing again, since depending on the size of the site, it can take a while.

I'll check it out again tomorrow and take it to our ecom team if the re-index doesn't resolve the issue.

Thank you!

Re: Updated Product Photo, Both Old and New Photo Show

TCSlaguna — Wed, 29 Jan 2025 15:54:46 GMT

@frances_a Just confirming that all 6 images are still there.

Re: Updated Product Photo, Both Old and New Photo Show

frances_a — Thu, 30 Jan 2025 19:59:54 GMT

Hello @TCSlaguna

Sorry for the delay here.

I received some responses on Monday and the e-com team got a new re-index process started that's specific to items. We have limited access to some of these options and so that re-index was not available for me. They instructed to wait 24 hours for the process to be completed, but I just went to check and can see the 6 images are still there, I'm sorry!

I'm reaching back out to the team to see what our next steps are here.

Just to confirm, is this the only item you are experiencing issues with?

Re: Updated Product Photo, Both Old and New Photo Show

TCSlaguna — Thu, 30 Jan 2025 21:50:46 GMT

To be honest, I remember it happened with another product. But I no longer remember what product it was, so it's ok.

I appreciate your help. It's unfortunate this is an issue. Hopefully the team can work out any bugs.

Re: Updated Product Photo, Both Old and New Photo Show

Provision — Tue, 04 Feb 2025 03:48:43 GMT

Have you ever found a solution for this? I'm having the same problem. I don't want to chat with Square and wait 3 hours and 4 transfers repeating my info again.

Re: Updated Product Photo, Both Old and New Photo Show

TCSlaguna — Tue, 04 Feb 2025 06:18:55 GMT

@Provision I have not.

Re: Updated Product Photo, Both Old and New Photo Show

Provision — Tue, 04 Feb 2025 20:19:37 GMT

Thanks for your reply, hopefully they will fix this.

Re: Updated Product Photo, Both Old and New Photo Show

frances_a — Tue, 04 Feb 2025 21:38:58 GMT

Hello @TCSlaguna & @Provision

I've been going back and forth with the team on this one for a bit.

The last suggestion they had was to re-create the affected item, as it is likely corrupted.

Since this is now affecting two different accounts, if we have more examples of this issue, I can push for further investigation here. But with having identified only one item that is not syncing properly, the item itself would need to be recreated.

If you have additional examples, send me links to the products and I'll bring them to the e-commerce team.

Thank you.

Re: Updated Product Photo, Both Old and New Photo Show

NicoleVaughan — Sat, 22 Feb 2025 21:33:46 GMT

I'm also having this issue. Any update?