Where do we write bugs about online?

[Twiggy]

@Helen ? ? Photos in online is playing up if you have more than one image - the first image shows up on the landing page, then when you click through the images and return to click image 1, it moves to the second image and only loads “image 1” again on a refresh. This is on all items not just new ones added today.

I’m sure @TCSlaguna mentioned something about images “Primary image” the other month.  

[_Violet]

Hi @Twiggy 👋 Violet here, stepping in for @Helen.

Sorry to hear you are experiencing some issues with your site. For Square Online issues, please feel free to post on the Square Online discussion board.That way, non-Super Sellers can see the post and weigh-in on whether or not they are experiencing the same issue as you.

I reached out to the Square Online team so they could further investigate. They are currently looking into this and working on addressing the issue.

I'll follow up with you again, here, once I receive an update. Thanks for your patience in the meantime.

[Twiggy]

Thanks. Ive flagged things in Slack for the last year or so and the channel closed yesterday. 

[_Violet]

@Twiggy - Ah, I did not realize that channel had been archived, but I was not a member.

The Square Online team let me know the following, "We've tested on several items and cannot replicate what the Seller is describing. Could the Seller clear cache or open an incognito window and try again? If they're still experiencing the issue after doing that, it would be helpful if they provided a screen recording to show the behavior."

I'll keep an eye out for your reply.

[Twiggy]

Is that Aida the AI  reply BOT?

Just checked in Chrome, Firefox and Safari.  

Here’s a link.

https://www.twigflowers.online/product/red-tulip-bouquet-with-grass/848?cs=true&cst=custom

Click through the imagery to image 3 and then click left back arrow back to image 1 it goes to image 2.

Xxx

[BernadetteA]

Thank you for the link, @Twiggy

I tried to recreate the steps you suggested, but I was unable to replicate the problem as well. Do you happen to know what browser version you are using? You can check using this link. 

[Twiggy]

Your click through errored too - you click through image 1-3 . Then when you click back 3-1 it opens a whole page view of the images when you get to image 1 - white borders - full screen picture.  the viewer should retain the images on the right and keep the description on the left -

it’s like a light box image scroll opens which I do not have enabled. When you get back to the landing image. 

This is what happens when you click back

image one 

doesn’t stay - it goes to image 2 

[Twiggy]

Image 1 is always the best image of our product. It might be how you want it to act - I’m just questioning why it doesn’t show image 1 

 

[Twiggy]

It’s not a dig - just that if it’s a considered purchase / high value the buyer might want to go back and zoom in etc 

[BernadetteA]

I think I see why it is behaving this way. I'm on a desktop, so I would naturally want to view the larger images. However, even if not, when you go to hover over the image to find the arrow, you will see the magnifier to enlarge the image. If you do not enlarge the image, and click the arrows instead, once you get to the last image the magnifier returns because there is no longer a forward arrow. I do have the option to back arrow through the first two images, and enlarge if I want to. 

It sounds like you are seeing a different behavior, though. Do you not see the arrows at all even when enlarged? Or rather, the ability to view the first image enlarged?

I can cycle through all the images regardless of whether it is in thumbnail, or light box mode, and regardless of which image I begin with.

**Edit to add**

I didn't see your video through our messaging system initially, but I see what you are saying now from your post directly on Community. It definitely looks buggy on mobile device compared to how it acts on desktop. I will make sure the team sees your video as well so that they can troubleshoot.

[Twiggy]

It’s the same on Mac OS and IOS and ipad OS.  It’s just that Google loves items with more than 2  images of the same item. Do you think it’s something in the code that makes the image go to a secondary image folder, where the first image is not stored/copied to? 

Eg image 1 is stored in a directory folder linked to POS/ Retail & Online & Images 2,3,4, etc are stored in a folder only linked to online?

🤔xx

[_Violet]

Hi there again @Twiggy - @BernadetteA is not in yet today, so I kept the ball rolling on this.

I moved your thread to the Square Online Discussion board. This way, the Square Online team can view the thread. They don't have access to posts in the Super Seller Lounge. I've asked them to take another look into this, now that you've provided some additional details.

I'll let you know what they say. Thanks again for your patience and understanding.

[_Violet · Accepted solution]

@Twiggy - I've received an update with the Square Online agent I've been working with on your case.

They were not able to replicate on desktop, but noticed that your screen recording was on mobile. They cleared cache on an iPhone, tried again, and was still unable to replicate the issue. So, they tested this on a second iPhone to see if they could replicate WITHOUT clearing cache. This time, they were finally able to replicate on the second phone. However, once they cleared cache, the issue went away.

We understand that you have now tried on multiple browsers, but it seems this issue is only being replicated with a full cache. The Square Online team strongly advises that you fully clear the cache on all browsers, as that seems to resolve the issue. They have also suggested that you update your devices and browsers to the latest versions, if you haven't already. If you are still experiencing this issue after completing these steps, we would need you to contact our Support Team directly so they can take a deeper look at the specs on the devices linked to your Square account.

I hope this information is helpful and is able to resolve the issue for you, but please do let me know how it goes. We'll keep an eye out for your reply.

[Twiggy]

Xxx thank you - Clearing the Cache is a real pain for us as we use CS suite etc etc  - do you think the general public clear their cache?  Or even know what one is? and totally understand.  I’ll clear the cache tomorrow.

CA SHAY - AWAY XXX

[Twiggy]

Thanks for your patience with this xxx and being the middle spokesperson x 

[Twiggy]

Trying to mark this as best answer and it’s the answer I give so many times to others.. It’s almost like turn it off - unplug and leave for 30 seconds - then on - AND…. 

Thats 2 hours of my life I’ll never get back x 

[BernadetteA]

I see what you mean. This may be a design change, and I will need to confirm with the team if it is working as intended, or if this is a bug. 

I will let you know as soon as I hear back from someone.

[doc_choc]

I had this problem or something very similar a year or so ago where the picture changed from the primary to the secondary as you describe. I raised the issue by phone with the helpdesk. It took a few weeks but they implemented a fix, not had the issue since. Might be worth Square trying to find this logged complaint to see how they fixed it.