items do not match on different devices

[Frostyboy]

Hi,

I have set up items with pictures on my Square Dashboard and I'm very happy with the results.

The items and layout on my register are fine, however, on my mobile they are ok but on my tablet some items and all pictures are missing and some other items are in the wrong category, even though they are correct in Dashboard and register!

Could anyone explain why please?

I am logged in with the same details on each.

[tranguyen]

Hey @Frostyboy, sorry to hear you're running into this! That's definitely quite strange - is there any update pending for the Square Point of Sale app on your tablet at all? It's also worth trying to delete and reinstall the app to see if that would help resolve the issue.

Another thing to keep an eye out for - do you have multiple locations by any chance? If so, we can check to make sure items are assigned to all categories from Dashboard and that all devices are log in to the same location. 

[Frostyboy]

Thank you for the advice.

I am thinking that it may be my tablet that is the issue.

It is quite a good one, but oldish. The browser is Chrome 2015 and it will not update, so it is maybe the Android version causing the problem! It is 4.3

The Square app is 4.71.3 and will also not update.

All items in question are allocated to BAR location.

Regards

Frostyboy

[tranguyen]

Hmm, it does look like it could be an issue with just the tablet @Frostyboy. We recommend running the Square Point of Sale app on an Android device that's running a 5.0 Android version or later. The app version you have is quite old (our latest app update is 5.74) so it could be a case that's the app is too old to receive the updated information.

Do you have any other device that you can download the Square app onto and see if it shows the right items as well? That should help us confirm whether it's definitely the tablet acting up or if it's something else. 

[Frostyboy]

Yes I'm using Square Dashboard on my i9 laptop as a primary control and my OnePlus 9 Pro mobile as a secondary control.

The problem has just been replicated on my Register.

I have 2 sizes of Magners listed in my Alcoholic category and they are showing up in my Non Alcoholic category for no apparent reason.

I have also listed Doombar beer today and that does not appear at all on my register.

I have signed out and back in on all machines to no avail.

I don't know what is happening.

Frostyboy

[tranguyen]

If the items are also not updating on the Register it's definitely something we want to investigate further @Frostyboy.

When you can, please contact our Support team directly on 0800 - 098 8008. That way, the team can help running through some additional troubleshooting steps with you in real time and get some account specific information to help file a case with our engineering team as well.