When a merchant first adds a tile to POS and tries access the tile, which makes a call to an external API, they often get a “Load Failed” error message.
Once they device refreshes its data or is restarted this error message disappears.
I’ve confirmed the API responses do not change and so I believe there is a bug on first loading/syncing a tile to POS devices
It happens in more cases. we receive this issue dozens of times daily.
It’s probably related to how the POS proxy requests data from the UI extensions.
Yes I’ve started seeing this happen more as well. Especially when POS starts to load from sleep.
@JordanFinners @nirtayeb just to clarify, this usually will resolve itself? Just trying to gauge how we should prioritize this. That said, it does pollute our error rates, so we’ll look into it regardless.
It does sometimes once the refresh finishes or the user restarts the tile or POS.
But it also masks other issues for example if the user doesn’t have permission to use the app.
It also causes a poor merchant experience as they often raise support issues with ourselves when they see this, when its just temporary.
@JordanFinners Do you have direct reproduction steps with one of your extensions? Just adding a new tile doesn’t seem to trigger any oddities. Wondering if there’s a specific extension that has consistent API call that’s failing.
Sorry for the delay here.
The first thing the tiles try to do is load the data from my API for example. So my tracking only shows opening the tile to do this. Not sure if you can track wider POS behaviour/timeline if I pull out some examples?
So I only have anecdotal timelines from my customers.
It tends to be that they have added the tile during onboarding using the Shopify Admin, where you can go and click add on an extension to automatically deploy it to POS.
Then when the in store team try it they get load failed. This can be because the device is refreshing at the time and the first time they try open the tile, or that they don’t have the correct permissions either the staff member OR the shopify user logged into POS.
It can also happen randomly when merchants are interacting with the tile but these seem to be sporadic as I see them in logs but merchants don’t report it as a consistent thing.
I send over this list when it happens for merchants to check
Please could you check the following, if possible:
If can go to More (…) > Connectivity > Data synchronization and click Refresh All on a POS Device. Once that is finished it might help things just get resynced.
Are there any device policies or rules that are preventing certain websites from being accessed?
Please can you check the POS Role in Shopify to ensure it has permission for Apps, for example
- Please can you check the person logged into the device, not the staff member pinned, has permission to access the app? You’ll be able to check this in Shopify Admin.
