product images disappeared

[andyclarke]

I've spent days on new photos for my wife's jewellery website only to find:

1. a lot of the uploaded new images have disappeared (they were there last night)
2. but so have some of my unchanged older images gone
3. as well as products that had multiple images now have less if any at all.

There seems no rhyme or reason as what images are there is so random. Some new, some old, some partially there (fewer images than I uploaded for one product).

When images were done I was starting on more detailed product descriptions and it has a link to unsync product settings to be able to have rich text in the description. I went to have a look and it was only because of that I even knew there were syncs between square items and online item!

This is the ONLY back office thing I have changed.

It doesn't matter which one options I choose to sync/unsync it makes no difference.

Would appreciate any help as I don't want to spend ages doing it again if there is a technical issue!

On that score - is there a way to let square know directly in case they do have an issue?

Cheers

Andy

[Valentina]

Hi hi @andyclarke - sorry to see trouble has brought you to the Seller Community!

Some of this does sound off, but it's difficult to pinpoint what may be happening without looking at your account with you.

The fastest way to resolve complicated Square Online setup questions like this is always by reaching out to our team directly. The best way to reach out is by phone, because our team can dig into your account with you and help you make adjustments in real-time instead of going back and forth via email. If you haven't already, please reach out directly by logging into your Square account and heading here.

[doc_choc]

Hi Andy, you are not alone, there is definitely something funny going on. About the same time you the posted above we saw the same. We uploaded some new images to exiting items and the next day they were gone, reverted the item was showing the old/previous image. We have also updated the primary item image to find that the old primary image is back these the next day. Almost like the Square system resets the item library to an older version.

We have also noted since this problem occurred that our POS images do not sync with with the online images, in fact it has just stopped synchronising the images going forward from that point in time (to clarify older images are showing on the POS but if we update the image in the online library the POS does not show any image old or new). The POS sale images are really helpful to our shop teams when scanning in traction items.

Any ideas if there is an ongoing problem and when it will be fixed?  

[tranguyen]

Sorry to hear you're still experiencing an issue with the product image syncing between Square and the Square Online site @doc_choc. 

Usually with sync delays, it should be caught up within 24 hours. If possible, can you share with me a screenshot of an item where the image is showing on the website but not on the app? 

[doc_choc]

Hi Tra, 

Please see attached photo, on this screenshot it is the gin truffles that are not working. The images are there on the online library, two images one with the truffles out the bag the other with the truffles in the bag. Also notice when we try to make the bagged truffles the primary picture, it reverts back with time to the truffles out of the bag. We have a few items on the online item library where the picture will not sync with the POS.

[Emma_]

Hi @doc_choc, Emma here stepping in for Tra! Thanks for sharing the screenshot. Can you confirm the following? 

1. Is Sync item description option enabled? To check this, please go to your Online Store Dashboard > Shared Settings > Item sync.

2. Have you initiated a re-sync by toggling off and back on the Sync item description? You can learn more about re-sync in the Support center. 

[doc_choc]

Hi Emma, yes the sync is on and I have tried toggling on znd off and leaving for a few days. It doesn't seem to do syncing. I can try again today.

[tranguyen]

Thanks for sending on the screenshot and the additional information @doc_choc. Before I escalate this to the appropriate team, there's one thing I'd like to check. There's a new update for the Square Point of Sale app that was released yesterday — can you try updating the app and let me know if the image will shown?

If the app is up to date and the image is still not there, can you also let me know:

• The exact software version on the device
• The exact device that you're using (iPhone, Android phones, tablets, etc.)

[doc_choc]

Version 5.80 on the android phone. We have the same problems on the ipad. Not sure what version but can check. 

[tranguyen]

Happy New Year, @doc_choc!

Our team has released version 5.81 for the Square Point of Sale app, so it's definitely worth making sure all iPads and Android devices are running this version. If the issue still persists even after the update, please let me know.

[doc_choc]

Does it update automatically or can it be manually updated?

[tranguyen]

It can depend on the device's update settings, but you can always manually check for update from the App Store or Play Store @doc_choc.

[doc_choc]

Hi, I can only see version 5.80 in the play store for the android. 

Also we are till seeing random item images disappearing and one description from the item library.

[tranguyen]

Thanks for letting me know @doc_choc! Have you try the update on the Apple devices and if you have, are item image still disappearing? If so, can you just confirm the exact device that you're using (iPhone, Android phones, tablets, etc.) for me?

Additionally, do you happen to know the upload and download speed for the network used in the shop? You can do a quick speed test via Google Chrome as well. 

[doc_choc]

Hi Tra, the ipad is running ver 5.81 and is still not synchronising all the item pictures from the online item library. Any ideas?

[tranguyen]

I'm going to file a ticket with our engineering team so they can look into this further @doc_choc. I'd need a screenshot from the actual iPad to do this (the previous screenshot is from a phone and I want to ensure the team have all the necessary information). 

Did you get a chance to check the upload and download speed for the network as well? 

[doc_choc]

Hi tra,

Screenshot from the ipad below. 

 

[tranguyen]

Thank you for sending that on @doc_choc. I've lodged a ticket with our engineer team there so hopefully the team will be able to provide further clarification and help resolve this. 

[doc_choc]

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@tranguyen wrote:

Thank you for sending that on @doc_choc. I've lodged a ticket with our engineer team there so hopefully the team will be able to provide further clarification and help resolve this. 

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Thsnk you. If they require any specific detail just let me know.

[doc_choc]

Download 40.54 Mbps 

Upload 18.59 Mbps

Ping 12ms

[tranguyen]

I've passed the information above to the engineering team @doc_choc. They are still investigating and testing out a few things on our end at the moment, but I'll let you know as soon as I have an update on the issue being resolve.