The pictures of my listing won’t load

[rumorous]

Hi there, I have 148 listings on the site but recently I found it took very long time to load the picture, almost all pictures on each listing didn’t appear.

Does anyone know how to solve this problem?

thank you so much in advance!!

[Breffni]

Hi @rumorous, thanks for flagging this. 

There's a couple of troubleshooting steps which usually help with issues like this:

• Make sure your browser is up to date.
• Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
• Switch to a supported browser, such as Google Chrome.

I would also try un-publishing and re-publishing the site. 

If after these steps you are still noticing images not loading, please share a link to your site here and I can definitely look further into this. 

[rumorous]

Hi thank you for replying!

it's www.cyb3rbunny.co.uk

I've updated google chorme, as well as republish the site. the main page 'shop all' did show up quicker, like 4 sec.

But when I click into the specific litsing, it took 20sec on my ipad, and over 1 min on my phone. I found it bit influences the shopping exprience for buyers but not sure what to do.

[rumorous]

but on PC it will take quicker to show up the pictures, like 4 sec for the shop all page, 2 sec for the specific listing.  

[Breffni]

Thanks for trying those steps @rumorous. I tested myself on both chrome and iOS and there was a delay for me too. 

I have asked our Square Online Support team to take a look at it. As soon as I have an update I will let you know. 

[Breffni]

Hi @rumorous, thanks for your patience while the team looked into this. 

The delay in images loading on your site is because it looks like your images are PNG files, which are typically higher resolution/larger files and cause slower load times.

The best approach for images added to any page of your site is to use JPEGs or JPGs .

Item images should typically have a 1:1 aspect ratio, where 600x600 pixels is generally a good size. Any over a 641 pixel width will begin to zoom in on the photo.

[HandonArt]

Hi Alegra - I'm hoping you can help me as well. My product images are JPEG, typically 1000x1000 pixels. They load just fine on Edge, but when using Chrome or Firefox I find that they just flash grey and don't load. if you refresh the page they will then typically load ok on a second page load, but most of my customers wouldn't think to do that. I've even had one complaint that someone couldn't purchase a painting because the images wouldn't load (they were using Chrome). Any ideas? www.handonart.com

Thanks for your help! Diane.

[Breffni]

Hi Diane, thanks for flagging this. 

I had a look on Chrome this morning and the images loaded fine for me, however, sometimes there can be a slight delay. Our Square Online team are aware of this and is continuing to tackle this. 

I did take a video of the site loading on my browser but we can't attach videos here, unfortunately. I also ran a speed test through https://tools.pingdom.com/ and the results were good so it does look like this is a localised issue @HandonArt. 

In this case, since we've been unable to replicate the delay and you have confirmed your images meet our guidelines, I'd suggest some browser troubleshooting: 

• Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
• Switch to a supported browser, such as Google Chrome or Safari.

Let me know if there's anything else I can do! 

[HandonArt]

Hi - thanks for looking into this. I'll keep an eye on the issue. I thought it was just me, but when a customer complained - that's when I thought it was worth flagging. Thanks, Diane