Items no longer post to the website

[Katree]

I have had a website for years and today, my items that I use over and over are longer loading to the website. I have checked that they are properly set up, rebooted, cleared my cache, unpublished and republished the website, all to no avail.

[Lpf15]

I have a similar problem. I.ages are no longer visible in my editor or preview. They appear either as my normal background color or as grey blinking boxes. Also the changes I have made to text is not appearing in the editor on my mobile device. This all started happening in January. I have chatted with Squqre help a couple of times and tried everything they have suggested and more to no avail.

[Sammie_C]

@Lpf15 has this been resolved for you, as well? Or are you still experiencing difficulties?

[Sammie_C]

Hi @Katree, thank you for posting on the Square Community. Welcome! I can definitely take a look into this for you. Which specific items are no longer showing up on your website? 

I am sorry to hear that this has been happening to you as well, @Lpf15. Is this occurring on specific pages or to specific items?

Feel free to post any screenshots or send them over direct message if there is any private information. Let me know and I can take a look into this for you both!

[Lpf15]

Hi Sammie_C, 

When I try to load images onto any page of my website from the My Images box (not including the items for sale) either just the background color shows or a grey box. This is true for the editor and for the preview. The editor in my Square app on my phone does not coincide with the editor on the Square website, indicating that they are not communicating with each other. This has been happening since mid-January and I really need to update my website.

[Sammie_C · Accepted solution]

Hi @Lpf15, thank you for letting me know! I reached out to our eCommerce team and they were actually able to view all of the images on their side. Just to be clear, the images that are not populating on your side are all of these images, correct?

If these are the images you are referring to, our eCommerce team did notice it took a few seconds for everything to load, but eventually everything popped up.

They did recommended a few troubleshooting tips, to see if this can fix it in the meantime:

- Ensuring your internet connection is strong

- Clearing your browser's cache

- Restarting your browser

- Ensure your device and browser are both up-to-date

- Make sure you are not on a private network connection, like a VPN

Please let me know and if this doesn't fix it, I can look into this again for you.

[Lpf15]

Thank you. I tried all these without luck. The editor page in the app shows all images, but doesn't look the same as the editor or preview pages on my computer, even text boxes changed or deleted differ. 

[Lpf15]

Sammie_C,

I have done all these things several times. The issue is not with my computer or internet as there is no difference when I have logged in using my phone (to the actual website with my editor) or a different computer in a different site. The pictures appear in the Square app edit page, but even some of the text changes made to the editor in the web page do not reflect there. I would show you images, but I can't here.

Lpf15

[Sammie_C]

I appreciate you letting me know, @Lpf15. I do apologize you are still experiencing this. If you would like me to continue looking into this, please feel free to send over any images or screenshots of the issue over direct message to me and I can definitely re-escalate to the corresponding teams for you.

[Lpf15]

Please let me know how to direct message you. 

[Sammie_C]

For sure, @Lpf15! To send a Direct Message to me, simple hover over my name and click "Send Message." This will take you directly to your inbox. From your inbox, select the blue square "Compose" button, and from there it will take you to a new message box where you can type your message to me.

Let me know if you would like any screenshots or additional directions on how to do so.

[Lpf15]

Hi Sammie_C,

While I appreciate your help, it is getting to the point where I will soon leave Square and create a website again with another company.

Sincerely,

Lpf15

[thechocolady2]

I had the same problem. Their support is garbage. I had to deactivate my account and start over with a new account. They mentioned to DM with a case number to any of their socials. I didn't try that as I had already solved the problem with a ridiculous, but effective solution. I, too, will be leaving as soon as I have time to learn a new platform. Good luck!

[Katree]

Hello @Sammie_C,

Square has alerted me that they have found a bug in the software that is preventing me from loading items to my website.  My items did not change at all week over week, except for the quantity in stock, but they simply won't add when they are ticked and saved in the "add featured items" . So, I wait.  And take orders manually over email...  I will post again when I hear back from them.

I am now waiting for them to let me know that this issue is resolved. 

[Sammie_C]

Thank you for letting me know, @Katree! Keep me posted if you end up needing any other assistance in the meantime.

[Katree]

Hello Sammie_C,

Our website has started working again. I have no idea why and no one has reached out to us.  But I am thankful that we are back in business. Thank you again for your offer of assistance.

Take care,

Katree