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
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.
Hey @JS_Goupil
Just wondered if this is still on your radar, please 
It’s the number 1 error that I’m seeing across my POS extensions with it happening daily for merchants, here’s a sample from the last few days.
@JordanFinners I’m currently on parental leave. @Victor_Chu can you triage this to the team?
Hey guys,
This seems to have started happening again but as failed to fetch now: POS First load errors
We are also experiencing the same issues as @JordanFinners happening again. Any help would be greatly appreciated 
Hey @JS_Goupil @Victor_Chu @Rune-Shopify
Sorry for the tag to follow up, but this seems to have gotten worse recently. I’m having a lot of merchants raise support questions about it and leading to a poor merchant experience when getting everything setup. I wondered if you had any insight if possible please? 
@JordanFinners what are those errors specifically representing? Like straight up load failure? How are you implementing it? That said we’re looking into increasing the reliability of the initial load, but on our end we’ve seen slight improvements since POS 11.7.0. Your latest graph looks interesting, was it much flatter in April?
Hey JS,
Thanks for the quick response!
I capture any errors that come from POS, where the error message from POS itself is “Load failed”. This is normally around the initial loading/syncing of the app. A refresh of the data or removing and re-adding the tile normally fixes its.
The graph is the number of these “Load failed” messages over time, similar to the graph @nirtayeb shared originally too.
I only have the last 60 days of these at the moment. Usage is going up too which might also cause the uptick in the number of these events on the graph. But its almost every other day I’m having to talk a merchant through this issue now.
@JordanFinners do you have any shop IDs I could look up? That would help a lot to see the error trace before encountering the load failed. We’ve added some startup optimizations that have helped reduce the overall rate of this, and we have a few more lined up.
Hey JS,
Yes I’ll send you a message with more info 
