app won't save item grid, keeps deleting

[middlestreet]

The app on one of our Android tablets keeps wiping out our item grid leaving a blank page.  Every time we set it back up it immediately deletes it again. Tried re-installing the app with no success.  Any ideas?

[JustinC]

Yikes, usually a reinstall fixes most glitchy issues. Super basic troubleshooting step, but is your device OS up to date? What device are you using?

@middlestreet

[middlestreet]

Hi! Yes, up to date. Using a 2016 Galaxy Tab A running Android 8.1.0

Ran fine on this machine for 2 years and the problem doesn't happen on my square register or other connected devices, just this tablet. Very Strange...

[Joe]

@CheezeFactory - thanks for the prompt reply! We can't see specific cases here from the Community, but if you reach out to Support via phone, we should be able to take a look into this for you.

The number to call is [Redacted] - but you'll also need your customer code. The steps to look up your code are here.

[CheezeFactory]

Same problem in our business. We found out that the tablets which lost the item grid were those who installed the Square update from last Thursday, Friday or Saturday. The tablet, we also operate on a Samsung Galaxy Tab A, Android 7.1.1., that has not lost the item grid is the one which has not installed the update; which means that the Update caused the change. We have contacted Technical Support and will see how the problem can be solved!

[Joe]

Hi there, @middlestreet & @CheezeFactory - so sorry to hear about this ongoing issue with your item grids. Strange, indeed.

Would you mind flagging this over to our Support Team directly? If need be, they can file a ticket with our Engineers to insure this gets resolved for you both.

[CheezeFactory]

We did that with all information and screenshots, following up the request of the Support rep, but no reply yet after more than 24 hrs. Could you help?

[middlestreet]

Looks like ours updated again last night and the grid is working fine now. Was down for about 5 days total.  Thanks everybody for your input!

[Joe]

Glad to hear its back up and running for you, @middlestreet! Don't hesitate to reach out if anything else comes up!

[CheezeFactory]

Today - after 6 days - we (@CheezeFactory) could also figure out to re-configure our set-up items grid though we had no new specific update. From the Support Team representative came no answer nor solution except a repetitive request for name, business name, which app used and screenshot of the problem which we had sent already days ago, but was not seen. Still no response from the Support Team though we resent the requested info... Anyway, we tried to fiddle around in Settings - Item appearance: from Text to Image, putting it back to Text then restarting the tablet, after it disappeared again to an empty grid... until it stayed in our Text setting. Hopefully it will hold now. Thank you for sharing.