Item Library Updates on Squareup Dashboard not reflecting in POS

[Blue_Goose]

We're experiencing a problem where all of a sudden, the items that we are updating in our Squareup dashboard are not being changed in our Square POS system. 

For example, on Friday 8/1 I changed the names, skus, and prices of 84 variations of an item via the Squareup dashboard. Today 8/4 they are still not updated on our Square POS register. 

We have been following the same process since October of last year and have never had this issue and have not been able to find any solutions or similar issues online. 

However, inventory tracking is working as normal and purchases are being tracked. 

[DinaLRosenberg]

Hmmm- sometimes these little glitches pop up. So, you're updating on a laptop and it isn't reflecting on point of sale? which do you use?

[Blue_Goose]

Hi, yes - we're selling items at the price that the point of sale (the Square register) has them listed as for the time being, but we would very much like to sell items using the updated prices (the ones we've updated on the laptop), as those more accurately reflect our distributors' rising costs. 

Thank you for speaking into this situation!

[Ellie_]

Hi there, @Blue_Goose,

Thanks for bringing this to our attention, and I’m sorry to hear about the syncing issue between your Square Dashboard and POS system. It’s definitely unexpected that item updates made in the Dashboard (such as names, SKUs, and prices) are not reflecting on your Square POS, especially since inventory tracking and purchase activity are functioning as normal. We appreciate you sharing the specific example from 8/1. We recommend checking out @DinaLRosenberg's response and responding to that or checking through these troubleshooting steps.

Ensure the POS App is Up to Date
Please confirm that your Square POS app is running the latest version. An outdated app may not sync properly with recent updates from the Dashboard.

Force a Manual Sync
On your POS device, go to Settings > Items > Update Item Library. This can help force a refresh of your item data.

Check for Device-Specific Overrides

In some cases, item details can be overridden at the device level. Please check if custom pricing or item settings are enabled for that POS location.

If you’ve tried all of the above and the issue persists, we’d like to take a closer look. Please let us know the email address associated with your Square account and confirm which POS device(s) are affected. We can escalate this to our engineering team if needed.

[Blue_Goose]

Hi Ellie,

Thank you for such a quick response and giving us some things to try! We've made sure our Square POS is up-to-date, but don't see an "Items" section to manually update the item library. Included below is an image of the options we see when we go to the Settings of our POS. We also checked several different items for any custom pricing / item settings specific to this POS location (we only have the one), but they had no customizations of that kind. 

We are currently checking to see if our POS's mode has anything to do with the item update issue, but would greatly appreciate y'all's insight and thank you for offering your help! Our email is " [email protected]

Square POS "Settings" Page

[Blue_Goose]

Hi! 
I'm glad to share that rebooting our POS mode seemed to have relinked our item library and now things are showing up correctly. 
Unfortunately, I can't repeat exactly what it was that prompted the fix but I believe that it had to do with resetting the register mode of the POS. 

Thank you again for your reaching out!