issues with taking & saving item photos through the app

[zuckercreme]

i’m trying to do inventory and you can upload pictures directly into the app, which is great in theory.

my issues are…

1. that the app keeps freezing and not letting me add the photo i just took. the done button will not work. i will have to restart the entire app and repeat this process 2-3 more times to get it work.

2. if the photo does get uploaded, i will save the item, and close out. i am 100% sure the item with the photo has been saved. the photos are not saving and/or disappearing once i do see them!!! i can’t tell which ones don’t have the image unless i restart the app just to make sure. 

all in all, super frustrated at these companies who keep increasing their prices SUBSTANTIALLY for “updates” and then i can’t even do the thing i’m paying for. 

[Candlestore]

@MayaP ;

Ok I can do this but the video might be bad as I am a 1 man show.  Do you know what the Newest version for the Ipad is suppose to be because I literly updated the Ipad from 6.63 to 6.64.1sw right before my previous reply yesterday.  Did a new version come out over night?

Now if they updated it just after I took these images, but I do not have time to look for Updates uninstalling reinstalling the app every 5 minutes or just before adding images to my catalog.  

How do I get the latest app besides going through the Apple store, Square for Retail?  When did this Version come out becuse my other Ipads I use for just POS transacations in my Stands are version 6.63.

I am not with the Ipad but when I get in I will check this and update the Ipad again.

[Candlestore]

@MayaP ;

I got into the store and looked and found out version 6.64.1sw is associated with Square POS, and 6.64w is associated with Square for Retail.  Uninstalled app, Reinstalled app.  Took video, and made it to the 3rd image before it froze.  Attached is the terrible video, doing it by myself.  The version is Still 6.64w, so how do I get the LATEST version noted by your team?  You asked me which Version I said 6.63 was Update I took Red candle image that froze.  Updated to 6.64 then the image that has green Circle worked but Red circled item Froze.  Today I took the attached Video which is STILL on version 6.64..... So what version and How do I get it that your Team is currently using?  You asked Could I confirm it was 6.63, which at the time yesterday it was so I updated Yesterday to 6.64 and still Had the Issue.  

664.mp4

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Why doesn't your Team upload a Video of taking 5 pictures for 5 items with an Ipad showing it actually works?

Now after trying to attach the video I get an error so here is a Link: Video link 

[MayaP]

Hey @Candlestore ,I appreciate your effort. Since you're using an iPad, you should be able to screen record directly from it. Can you try capturing the video that way? Let me know if you need any help!

[Candlestore]

@MayaP ;

No I cannot, I will have to get my 15 year old son to show me how.

When I swipe down I do not see the greyed out Record button.  I am an android guy and only use the Ipad with Square Apps, Square for Retail or Square POS.   So picture taking is only through Square since these are for business.   But if I could do the Screen recording on the Ipad that would be beneficial for this kind of throuble shooting with Square.  No need for Ipad and a Galaxy phone to record.

[Candlestore]

@MayaP 

Figured it out... Did not have the program in Control Center, had to add it manually

3rd image Freezes which is why I had to exit again

ipadvideo 

[MayaP]

It states I need access to view it @Candlestore 

[Candlestore]

@MayaP ;

 I was so happy I got the Screen recording done, and was finally able to upload it to Google drive, I missed the check for anyone with link can view   ooops   lol.

You should be good now.

[MayaP]

Hey @Candlestore just sent you a message. Let's continue to chat there for now! 

[GCQuilts]

I have all the latest software and hardware updates— AND the same problem. The app freezes when you click “Done” on the photo upload. 

Please fix!

[MayaP]

Hey everyone, thanks for your input. I’m happy to escalate this, but I just want to make sure I understand the issue clearly—images load normally into the retail app when uploading 1 or 2 photos, but when you upload continuously, it starts to freeze and requires a restart? I’ll be off for the weekend until Monday, but I’ll keep an eye out for your replies when I am back. I appreciate you all flagging this and helping us work towards a resolution.

@zuckercreme @Candlestore @PlantSellerYEG @GoingPlacesDoll @ryanwanner 

[Candlestore]

@MayaP ;

You are basically correct.

In the retail app on an Ipad.

Goto More > Items > (Search for Item You want to take a Picture of) > edit Tile > Click Take Picture 

Then Take the Picture.

You get the Screen to Retake or Use Picture   You choose Use picture and the tile is suppose to Change and so does the screen to show you the New image as the Tile..... OR you tap Retake OR Use Image and NOTHING happens.  Since this problem is not set in stone, it may happen on the First image, or 2nd..... or 5th image your trying to assign to your 5th item.

Being a retail shop we sell lots of Items and Order lots of items.  Some we are reordering others it may be the first time.  But when we get an order in and see that 5 items need pictures it is a PITA to take one and find out the App crashes, or you get 1 in and you think the last update fixed this and the 3rd items image taking freezes.  Again no rhyme or reason as to why or when it will crash but it does.  

Why does your Design team or Update team not test these and see this issue? 

Why are they not trying it after a problem is posted or reported as of Sept 2024?

Why is it up to us business owners to take time out of running our business, to Trouble shoot issues?

Different Businesses have stated what their process is and why we have switched from the Retail app to using the Desktop Web browser.  The App is to make things easier and More effeicent, not time consumming.

Does this Happen when Creating a NEW item?  I am not sure.  I go online do my purchase through my suppliers site pasword Protected so I get Wholesale Pricing.  Get an emailed invoice with SKU, Quantity and Item name etc.  I use excel to make this Invoice into a Spreedsheet.  Make columns and upload the New Items to Square.  So now the item is created and details filled in besides be srolling through all the pages for the item in Square.  When I receive my Order, check for Damages, Scan item, If no image might try the app till it crashes.  Then use cell take Images, Email them to my store email, then edit Image name to a SKU or GTIN that was on the invoice so I know which Item it matches.   Then Log into Square Dashboard on a Computer, Items search for the Item then edit the Image and upload the Downloaded Renamed image that is now on my computer.  All because I could not, scan the item, see there was no image, edit the Image and Take New Image on the Retail App.  So for me it is an exsiting Product that needs Images, not one I am creating at the time the image is taken.

Like my image that froze in an earlier post on this Thread.  I have all my Candles in Square, but I have Category Images, instead of Item images.  When I tried uploading images before the app would freeze, and figure I will just leave the Category image because the Camera to PC to Square Dashboard takes longer.  So being seasonal I figure wait till slow season which is now.  

[MayaP]

I apologize for the delayed response. I understand how frustrating this has been, and I truly appreciate you taking the time to share your experience in such detail. We’ve made some changes in how we respond in the community, which contributed to the delay—I appreciate your patience.

I’ve escalated this issue for further investigation and will keep you updated as I learn more.

I know this isn’t the experience you should have, and I’m sorry for the challenges it has caused. If you have any other concerns or need further assistance in the meantime, please don’t hesitate to reach out.

@Candlestore 

[ExoticBotanic]

I can confirm this is a problem in australia also. We are on the brink of swapping provider as we have 4000 items and add new items every week. 

First photo usually works then the more you upload the more likely the app is to freeze
you can try taking photos on the camera app then using select image from camera roll in the square app that has a better chance of working but still freezes far to often.

Then coming back in 5 min later half the photos aren't uploaded and you have to do it all again. I raised this issues over a year ago and they told me there is no issue but clearly there is.

This is a huge impact on our business as i want to take photo then set item to online visible straight away but i can't trust that the image will still be there. This means i then have to perform another check where i either set item to visible if image is there or i have to start the process again and take photo again.

This really needs to be escalated and resolved 

[MayaP]

Hey @ExoticBotanic - Thanks for sharing your feedback on this situation. I’m sorry this is happening to you as well. I’ve escalated this for further investigation and will keep you updated!

[MayaP]

Hey @ExoticBotanic - I appreciate your patience, I am going to file a ticket. Please provide the following: 

1) What retail app version are you currently on?

2) What device you are using to take the photo? 

3) Please provide some item examples. If you have any photos, that would be helpful. 

[ExoticBotanic]

Hey Maya,

1. Version 6.64w

2. We are using iphone 16+ pro max and iphone 12

3. we dont have any current examples as we rectify them as they come up but its a very simple issue for us to replicate. in our new batch of new items we can get some

[VeeGardens]

Chiming in here - 

My problem is images taken on the Retail App are not loading into my Square POS system. Anyone else with this issue?

[Summer2024]

Hi @VeeGardens ! Sorry you're experiencing this. Let me give you some things to try! 

Quick Fixes to Try First

1. Force Sync

   1. Square Retail App
   2. →More
   3. →Settings
   4. →Refresh Data

2. Check Both Apps

   • Ensure both apps are updated to latest version
   • Verify you're signed into same account on both
   • Check internet connection strength

Common Causes & Solutions

1. App Issues

   • Close and restart both apps
   • Sign out and back in
   • Clear app cache
   • Uninstall and reinstall if needed

2. Device Issues

   • Check device storage space
   • Verify camera permissions
   • Test with different device if possible

Verify Settings

1. Image Settings

   • Check image size limits
   • Verify file format
   • Ensure photos are saving properly

2. Sync Settings

   • Confirm automatic sync is enabled
   • Check location settings
   • Verify permissions

Questions to Help Troubleshoot

1. When did this issue start?
2. Does it happen with all images or just some?
3. Are you able to see the images in your Square Dashboard?
4. Have you recently made any system changes?

[TCH12]

why does my screen freeze after adding 2-3 images/pictures to items in my register

[ryanwanner]

Hello @TCH12 !

It looks like this is a known issue that Square engineers are looking into. Here is another thread that has active moderator assistance into getting to the bottom of this.

[Ellie_]

Hi there, @TCH12, 

I have moved your thread to the board that @ryanwanner mentioned for further investigation! Thank you so much for flagging this, both of you.