Can't login to one of my two locations - unable to sync item library error

[anisette]

We run a small bakery with two very small locations, each of which have their own Square instance. For the last few weeks several of us have been unable to log in to the bigger of our  locations from our mobile devices - it says "unable to sync item library." The smaller location has continued to work both on the POS there and our mobile devices. Today, our POS started throwing the same error at our bigger location, and none of can log in to the bigger location from any device except our computers.

We also recently were unable to update the item inventory from our PCs to the devices at the bigger location. Working the other way did, however, work.

We're flummoxed and have had to take payments at both shops using our smaller location's account, which isn't great for accounting.

Help?

[kellyj]

@anisette

First thing that comes to mind if one is working and the others is not would be your operating systems on the devices you are using.

You should be running iOS 12.3.1 as the most updated iOS, and Square App version 5.16. 

That is usually the culprit here. could you confirm what you are running and we'd be happy to look into this further for you or open a support ticket if needed.

[anisette]

Thanks! Although those things have been checked.

To be clear, using the same login and password that is connected with two locations, we can login from any device if we choose the smaller bakery location, but we can only login with a computer if we use the bigger bakery location.

This is true with iOS 12 and 10 on varying mobile devices.

[anisette]

Forgot to @kellyj - sorry!

Here's a video of the issue. Thanks for your help!

[kellyj]

@anisette

Thank you so much for the video. I went ahead and created a support ticket so our team can look into the Location and see if there is something else going on with it. 

They should reach out shortly.

[cartelcoffeelab]

hi folks, what was the resolution? we are experiencing the same issues at one of our locations. @kellyj @anisette 

EDIT: running iOS 12.3.1 and Square 5.16.2

[nika]

@cartelcoffeelab I'm able to confirm that this is an issue on the back end of things here. Our Engineering Team will be able to fix this for you, so if you could reach out to our Customer Success Team when you get a chance, they'll be able to help!