Point of Sale Checkout Background will not update on Square Register

[SkyMerchant]

Hello, yesterday I tried to change the image of the checkout background so I could show a new image on my customer display, but for some reason it will not update on any of my registers. I have tried the recommended resolution of 2328 x 1144 pixels and even the resolution of the customer display. I have also tried jpg and png files and it still will not update. I have changed it in the past and it worked. I have even tried going to the customer display settings page and toggling "Show profile image on Idle Screen" on, but when I do it says "add profile image" as if there is not one. I have checked my dashboard and it clearly shows the image I updated there. I am fairly positive this is a bug right now.

[Joe]

Hi there, @SkyMerchant! Thanks for taking the time to reach out to us here on the Seller Community! Good to hear from you once more.

So sorry for the trouble you are experiencing with your Customer Display image. I have a few clarifying questions to help us diagnose more accurately. Are you receiving any error message when updating your image on the Online Dashboard? Also, whenever you add the new image, does the Register continue to display the old image or is the previous image removed altogether?

And finally - would you mind sharing what browser and device you are using to edit your image? 

I will keep an eye out for your response! I want to make sure this gets resolved quickly for you.

[SkyMerchant]

Initially the image was not changing, then I removed the old image entirely from the bottom bar on the profile image section and then it went away and now it's just black and the register does not recognize the image exists. I do not receive any errors when uploading it. I've been uploading the image from a windows PC laptop and also tried on my desktop at home. I use Firefox. I'll give chrome a try as well tonight.

EDIT: Chrome did not help. Same issue.

[SkyMerchant]

@Joe I forgot to mention you in my reply. Sorry.

[SkyMerchant]

@Joe this issue is not just tied to the background image. I just added some new items to one of my custom pages in the checkout section of my register and the images of the new items are not updating. It just shows the first two letters of the item in the icon box. I have restarted the register and even changed the DNS to 1.1.1.1 from my ISPs original DNS. 

[AshleyK]

Hi @SkyMerchant I'm reaching out on behalf of Joe since I came across your post. I'm so sorry the images aren't updating. Can we try some general troubleshooting to see if that helps too? I want to make sure we try every step before we send this to engineering.

• Try restarting your Square Register
• Make sure your device has the latest software. To update your Square Register software, tap the down arrow at the top of your Register and select Settings. Scroll to the Device section > tap General > About Register > Software Update.
• Make sure your device’s date and time are accurate. If they are wrong, please update them via Settings.

If you’ve tried all of the above steps and are still having trouble, you can perform a Factory Reset. Resetting your Register will require you to sign back in, so be sure you have your account password close by.

Remember, if your Register is in Offline Mode, do not perform a factory reset. Pending offline payments will be permanently lost and the funds will not be captured.

Resetting your Register will not impact your Square account or completed payments because your data is stored on our servers.

[SkyMerchant]

@AshleyK I have tried all of those already and even signed in on when of our brand new Square Registers and the profile image still has not updated. I have not yet checked the actual item images on the new register since it is currently not plugged in, but can do that later and check it when we get that lane running.

[Joe]

Hi there, @SkyMerchant! Thanks for the prompt reply. Definitely keep us updated on whether or not those troubleshooting steps worked for you. If not, we may need to have you flag this over to our Support Team directly to get further eyes on it.