Items not syncing on new Square registers

[FunDog]

I am interested to see if any other users are having this same issue. We bought two brand new Square registers. If we enter new merchandise items in one register, it is not showing up on the other one. We have tried entering them directly through our dashboard. Then - they might show up on one register but not the other. There does not seem to be a rhyme or reason to it.  We have spent hours troubleshooting with Square Support. They have sent us a brand new register to replace what they thought was the culprit. But now its doing the same thing. At our other locations we use the Ipad based registers and they are all fine.

[ashc]

Hey @FunDog and welcome to the Community.

It doesn't look like any other sellers experienced this but I'm sorry to hear this is happening.

If you've already done troubleshooting with Support, I'd recommend giving them a call again to have a ticket filed for your account so engineering can take a closer look.

I personally haven't seen this happen before myself. 

[JackSulaiman]

I am having this same issue. I have two square register stations. When i put a new item in the library, and try to scan it on the other register, it shows item not found. If i make any changes on the home screen like adding a key, it doesnt show up on the other register.

[JackSulaiman]

this is still happening. why? it makes no sense. this is what just happened:

i put a new item in our library in using the square dashboard. item would scan on both registers. then i put another new item in as a shortcut button on the main screen on one register, but it wont show up on the other register but the register i put the new item shortcut item is no longer recognizing the previous item i entered. i have to always sign out of both registers and sign them both back in for them to sync. this doesnt make any sense and is very inconvenient.

[Frida]

Hello @JackSulaiman,

Great to see you posting in the Seller Community again, welcome back! 😊
 

Sorry to hear this is still occurring. It sounds like it would be beneficial to have you call into our Customer Success phone support team since this sounds a bit glitchy.

We want to make sure to rule out any potential possibilities of a bug.

[JackSulaiman]

can i have the number please?

[Arie]

Hey @JackSulaiman 🙂! You'll need your customer code to call us, here's how:

1. Sign In to your Square account.
2. Click Resources in the top right corner of your screen.
3. Click Contact and ask to speak to a representative.

[OwlMoon]

I have the same exact issue. Add to that when I tried to sync the device that I added my new merchandise with, to my register, it not only didn’t sync but now the device I entered everything on, now no longer has the new items either! This work took so many hours….I did a full audit, made a number of corrections to my listings, added new listings, and its all gone. 

[MillRiver]

We have a similar thing happening as well. We have one register, and variations were added to an item. The change did not sync with the item library. I first noticed because every time an employee tried to ring out the item, the register would crash and reboot. I've tried deleting the old item out of the dashboard, deleting it from the item library on the register, recreating the items, and nothing seems to be working. Square support has not been able to assess the issue so far. 

[JJ_]

Hey there @MillRiver 👋

Firstly, welcome to the Seller Community + sorry to hear that you're here because you've run into trouble. Seeing that you have already contacted support I would like to know what troubleshooting steps have you performed already so I know where to start digging into this one without  having you perform hard reset and all that (not so fun) stuff.

[MillRiver]

Hello! Unfortunately the only thing that worked was the hard reset. Support did check that our items were set up properly, checked that we were running the correct software, and a regular restart. No one seems to know what the issue was. I hope that it's not reoccurring because it is a hassle to do the factory reset but in this instance I was very glad it worked. 

[JJ_]

Hey @MillRiver 

Thanks for getting back to me on this case. I am glad that the reset worked for you. If this ever becomes something repetitive then we'd want to get a diagnostic report from the Register and have it escalated to our Hardware team, for them to investigate what could be causing this.