(Known Issue) Images for Item Variations are unassigned and randomized

[JoeTend]

The title of this thread has been edited by a Square Moderator from the original: "Suddenly photos assigned to specific item variations are unasigned and randomized."

Hello! I'm curious if anyone has seen this issue and has figured out a process to prevent it? I've noticed recently that photos that are assigned to specific Item Variations are no longer attached and then the photos for all Item Variations with an Item are mixed up. As an example, this item now has images all jumbled. The 4.25" White planter is now showing an image of the 4.25" Ocean Teal. The 5.25" Black is now showing an image of the 7.5" Nude Grey. Screenshots attached. And so on . . . This style has been in my catalog for years, and I can't make heads or tails of why this is happenings.

Similarly, I recently had the same issue with this item. I found that it would not work to simply re-sort the existing images and re-assign them. I failed at that multiple times. The only way to correct the issue was to delete all of its images and re-upload/re-assign/re-sort. And now, while each Item Variation has the correct image, I can't get the images bank to stay sorted in the order I want it.

Any thoughts or advice out there? Note that I am seeing this in the main Item Library in the dashboard and in the displayed images on my live website.

 

 

[thefibreshop]

We own a yarn shop, which means we have many items with many variations (colors). For months now we've had issues where we will set up a new item and add all the variations, including adding the correct colorway to each line, and almost immediately after saving, all of the images will rearrange and tag themselves to the wrong variations. This can be seen both on the POS system, but more importantly, the integrity of my online shop is affected. I am wondering if anyone else has seen this happen and has had luck with a solution sticking. 

[HC_Charlie]

Hello @thefibreshop I'm sorry this is happening to you. How are you initially setting up your new item? Are you going into your Items area in your Square Dashboard, or are you creating the item from the actual web page as if you are editing it?

I would suggest trying the other way (whichever you are not doing currently), there may be a difference in how the images are handled.

[_Violet · Accepted solution]

Hi all 👋 Community Moderator, Violet, here! I'm sorry to hear you're both being impacted by this issue, @JoeTend and @thefibreshop  😞 

I did some digging, and found that we already have an open Support Ticket for this issue, and our engineers are actively investigating to find a solution. I'm keeping an eye on the ticket, so I can provide you with further updates, as we receive them.

I appreciate your patience in the meantime 🙏

[rachel54]

Hi all, I so glad to find a thread on this issue, I am in Australia and I reported the issue a few weeks ago and fixed up a lot of my images - I have a fabric and yarn store so you can imagine how this would affect my store. Anyway, I have just reported it again as it seems to be rampant in my database with images randomly applied to the item variants. I am watching this thread and hoping for a fix.

[rachel54]

Hi all

I run a fabric and yarn store and I have noticed that the images I assign to a variation of an item are changing after I save the Item. It doesn't happen immediately, and I cannot work out when it happens  - it just does - randomly.

I have logged a job on it and I have checked the US forum where the Tech team has identified a problem - but nothing has been advised here about this.

As you can imagine, people looking at your site at variation colours or patterns and they don't align what are they thinking...

Has anyone else experienced this?

Here's an image of the backend showing the image and the colours are way out!

If anyone has any ideas of what is going on it would be great to hear from you.

Cheers, Rachel.

[TheYarnMaven]

This is so frustrating. I also have a yarn shop and I'm finding hundreds (so far) of item images that are now attached to the wrong variation. Additionally the image file names are all missing. I can assure anyone at square that they 100% had file names when I uploaded them, otherwise, how would I have been able to attach them to the correct variations? 

We had this issue in November of 2023 and I spent hundreds of hours afterwards reattaching images. I can't continue to do this. I have a business to run.

[StuartC]

I have noticed this too, do I have to check every variation I have? I have hundreds of items with variations, will this be fixed by Square or do I need to open and verify every variation (which could take me weeks) This could cause me huge problems with my web customers...is Square aware of the issues this could cause. Do i need to take my website offline until this is fixed by Square. This is a huge problem

[SeaBreezy]

I also have a yarn shop with lots of variations of color. I've noticed that this "glitch" has not changed every item, but it's random.  I too would like to know if the images will revert back to their proper place or if I need to spend the time going through all the items that are in my system and reset the photos one by one.