thread Re: We're Sorry, but something went wrong in Online Store

We're Sorry, but something went wrong

rtfulk — Tue, 11 Jun 2024 16:46:13 GMT

Have you experienced technical issues when adding items to your Square Online store? Specifically, have you encountered the "We're Sorry, but something went wrong" error? If so, how do you manage this time-consuming process, and what solutions would you suggest to Square to improve this? It's so time consuming putting up an item multiple times.

Re: We're Sorry, but something went wrong

maxpete — Tue, 11 Jun 2024 18:04:33 GMT

Tagging some other Sellers to weigh in on their experience! @taylorandjones, @naturalglow, @mattsdugout, and @Simple-Delights

Re: We're Sorry, but something went wrong

taylorandjones — Tue, 11 Jun 2024 18:37:29 GMT

Hello @rtfulk @maxpete

I'm sorry that you're experiencing an issue with new item creation.

I just tested new item creation two ways –

Square > Items & orders > Items > Item library > Create Item

Square > Online > Items > Site Items > Create new item

Both ways saved the new item properly it appeared in the item list.

After you create the same item more than once, do you get a successful save?

Have you tried duplicating an existing item, filling in the new item's details, and saving it?

This method might offer a clue about the error message.

In the past, I have observed the "We're Sorry, but something went wrong" message when (Team) permission was needed to enter an area of the POS or Square Online.

Hope this helps!

Re: We're Sorry, but something went wrong

rtfulk — Tue, 11 Jun 2024 19:45:37 GMT

@taylorandjonesThanks for the reply, I have templates made for our items that I use. I use templates so I don't have to type in my attributes on each item to save time, for instance today I am putting up 42 new items.

I have found it easier to just close out the window and open a new one and start over. I have exited out of the create item page and started over only to get the error again, so when I get it almost every other item I create I just close the window and start fresh.

I don't use teams, I'm the only one putting the items up.

Re: We're Sorry, but something went wrong

taylorandjones — Tue, 11 Jun 2024 20:11:00 GMT

Hello @rtfulk Have you tried using a different browser and logging into Square and creating items?

Re: We're Sorry, but something went wrong

BernadetteA — Tue, 11 Jun 2024 20:13:05 GMT

Hi @RTFULK 👋

What browser are you using when you edit your items? You can check by clicking here. Definitely make sure your browser is up-to-date, or to be on safe side, it may help to use a private or incognito browser window.

Re: We're Sorry, but something went wrong

rtfulk — Tue, 11 Jun 2024 20:15:45 GMT

@taylorandjones @BernadetteA I'm using Chrome on a MacBook. I have Chrome setup to auto update, In the upper right hand corner when there's an update it will show a little update button.

Re: We're Sorry, but something went wrong

BernadetteA — Tue, 11 Jun 2024 20:28:13 GMT

That sounds like the same setup I have, @rtfulk

Can you try using an Incognito window the next time you need to make some edits, and let us know if that makes a difference on your end?

Re: We're Sorry, but something went wrong

rtfulk — Tue, 11 Jun 2024 21:40:44 GMT

@BernadetteA I used incognito and was doing well until the 7th item. Then We're Sorry, but something went wrong popped up.

Re: We're Sorry, but something went wrong

MayaP — Thu, 13 Jun 2024 12:15:08 GMT

Hey @rtfulk, stepping in for @BernadetteA,

I wasn't able to re-create the issue. To better assist I would like to get more information:

1) Is this occurring when the item is being created? Or when attempting to make a change to an existing item (changing visibility)?

2) Can you provide a screenshot of this occurring?

Re: We're Sorry, but something went wrong

rtfulk — Thu, 13 Jun 2024 14:47:37 GMT

@MayaP It happens when creating a item, I put up 40 new items yesterday, I don't think I have any to put up today but I do I will post a screen shot.

Re: We're Sorry, but something went wrong

rtfulk — Sat, 15 Jun 2024 15:39:00 GMT

@MayaP Here is a screenshot of what I get, I was just updating inventory on this item.

Re: We're Sorry, but something went wrong

RobynR — Sun, 16 Jun 2024 17:32:21 GMT

@rtfulk, thank you for providing a screenshot. I've gone ahead and escalated this to our Advanced Support team. Once we have more information, a Community Moderator will reply.

I appreciate your patience and time.

Re: We're Sorry, but something went wrong

MayaP — Mon, 17 Jun 2024 23:06:33 GMT

Hey there @rtfulk, oh no, that is quite frustrating this is still happening!

Have you tried clearing the cache and history? Can you provide the exact steps you go through when creating an item?

Re: We're Sorry, but something went wrong

rtfulk — Tue, 18 Jun 2024 00:14:09 GMT

@MayaP I've tried clearing the cache and history. I have templates made, If I put up a dress. I pull up the dress template, duplicate it. I then put new Item title, description, photos, prices and stock. I can do about 4 or 5 items, then I get We're sorry, something went wrong.

If I try to put them item up using the same tab I get the same error, I have to close the tab and open a brand new one and all is good for 4 or 5 more items.

Re: We're Sorry, but something went wrong

rtfulk — Tue, 18 Jun 2024 00:16:23 GMT

@RobynR No Problem, It doesn't stop our work, it just slows it down a little.

Re: We're Sorry, but something went wrong

MayaP — Wed, 19 Jun 2024 23:26:10 GMT

Hey @rtfulk, just an update our team is investigating this. Can you confirm whatwebbrowser.com, so we can pass this information along. Thank you!

Re: We're Sorry, but something went wrong

MayaP — Wed, 19 Jun 2024 23:28:54 GMT

Hey there @rtfulk , just an update our team is investigating this. Can you confirm the exact browser version, so we can pass this information along? Thank you!

Re: We're Sorry, but something went wrong

rtfulk — Thu, 20 Jun 2024 01:16:20 GMT

@MayaP It, Chrome Version 126.0.6478.62 (Official Build) (arm64), Thank you for looking into this.

Re: We're Sorry, but something went wrong

RobynR — Thu, 20 Jun 2024 13:00:26 GMT

Thank you, @rtfulk, for the screenshot.

I would suggest starting with these basic troubleshooting steps for Square Dashboard or Google Chrome, as they usually solve the issue.

If you're still experiencing trouble after troubleshooting, our Advanced Support suggests following these steps in your browser the next time an error occurs so our team can see the actual error:

1. Right-click on the screen
2. Click "Inspect"
3. Click on 'Console' on the top right
4. Take a screenshot after one of these issues occurs