Reporting a Bug - Square Item Inventory Updating Issues

[cscstore]

Hello Square Community!

We wanted to share some information regarding a possible bug when updating Items through the desktop Square Dashboard
We're having issues with certain items being updated at one of our locations.

One of our team members was trying to add a new variation under an existing item.
We would scan the GTIN Code, add the pricing, and update the inventory but we would get the following message

I couldn't get a screenshot, but I also saw a message saying something in regards to being issues connecting to the Square servers.

What I find odd is that this message appears only for this particular item (specific team lanyards) at one of our locations on both of our dedicated inventory computers.
We have a stable internet connection (cameras, store music, web viewing, and Square Registers all working properly) and we've been updating inventory for other items at the location with the issue, and it's been updating properly.

I did my best to troubleshoot (update our chromium browser, use different browsers, clear cookies, restart computers, etc.), but I could not get past the issue.

Our other location didn't report to having an issue with inventory.

Any information or updates regarding the issue would be greatly appreciated.
Thanks!

[MayaP]

Hey there @cscstore, I apologize for the delayed reply. I do want to clarify some things, so I can better assist:

1. You are scanning these items from your location correct? 

2. I know you said you scan the GTIN number, do you have anything inputted for SKU? 

3. Is your Square device up to date? 

4. Are you still getting an error message saying "We're sorry, there is something wrong." 

[cscstore]

No worries, @MayaP !
We appreciate the reply.

I confirmed the following with our team at that location.

1. They confirmed they are updating the inventory to the correct location.
   
   
2. A SKU code is automatically generated from Square when adding in the new variation. It is present when scanning in the GTIN and updating the inventory numbers.
   
   
3. The devices are up to date. They're using dedicated computers to use the Desktop version of Square Dashboard. I did attempt to troubleshoot different variables, but I could not get past the issue.
   
   
4. They are still receiving the error message. An update regarding this is that message only pops up for a single/specific item. They have not been receiving the notification for other items.

To further clarify, we are trying to add in a variation to an item that varies in color.
We have a dedicated Options List with the color variations of the lanyards we carry. Some of the colors are very similar between the teams (Black & White, Red, etc.) so we use a single option list for different teams.

• Sports Team 1 Lanyard
  • Color Option List

For some reason, a specific team team and color variation will not update.
The color variation currently is not available for this item, so we're trying to add it from the existing options already present in the item.

• Sports Team 1 Lanyard
  
  • The available colors as of now are
    
    • Black
    • Royal
    • Black & Yellow
  • We're trying to add the "Black & White" Variation that is available in the Color Option List we use to the Sports Team 1 Lanyard item.

We add the variation, scan the GTIN code, and update the inventory numbers.

But we get the error message.

Let us know if you would need anymore details.
I'll double check if anything pops up on our end.
Thanks!