Multiple stores unable to load POS Extension

[derrick]

Possibly related: Shopify point of sale extension is not working

Hi all,

Certain merchants have reported today that our app’s POS UI extension has stopped loading - it shows the loader and then eventually errors out. Some load requests eventually make it through to our server, but most appear to be failing on the client.

We have not released any updates to our app this week, we’re on version 2025-07. We cannot reproduce on our own device.

Video: https://drive.google.com/file/d/1Tby4UxuKal_DrK4YA6Mny8zlfzshDDwC/view?usp=sharing

Examples of affected stores:
1ccr1f-sh
sigma-ecommerce-pruebas

Our app: Price Embedded Barcode Scanner - Scan price-embedded barcodes into your POS cart! | Shopify App Store

We’ve asked for more information, but if you could also investigate that’d be great.

Thanks,

[h-shopify]

Hi, I reviewed the shop metrics. Initialization + render are succeeding on our side, but we’re seeing fetch errors. The video behavior matches a fetch that stalls and never flips isLoading to false, so the loader spins forever.

Next steps:

• Are you able to check the backend logs for requests made from the extension?
• Test removing the fetch requests to see if the modal loads without it.
• Add UI to handle fetch requests that stalls.

If you confirm backend logs look clean and this still reproduces, I can dig deeper to see if there’s anything else (include a time window and shop/location to correlate).
Thanks!

[derrick]

@h-shopify thanks for the response. Our backend logs show that most requests during this time period were never reaching our servers so something was hanging indefinitely. Only a small subset eventually succeeded, I’m not sure if there was something in their network. However, it’s strange that two separate merchants on this app suddenly reported this around the same time and I know there has been fetch or session token errors affecting POS UI Extensions in the recent past:

API Fetch error: 401 / inconsistent

Hi all, I made a Shopify UI Extension for our retail operation that needs to discount from an MSRP rather than the selling price that Shopify typically discounts from. I got it working in testing, then deployed to the smart grid. We have a number of locations throughout California, and it seems to work on some but not others. I put some debugging into the extension so that it would give an actual error code, and I’m getting a 401 Fetch error. What’s confusing to me is that this works on my p…

POS UI Extension: Widespread network issues (primarily print API)

Hi all, We’re experiencing widespread network issues affecting our POS UI Extensions across virtually all of our merchants, effectively rendering the extension non-functional for them right now. The Print API in particular seems to be the most affected. We’re consistently seeing the following errors: You attempted to call a function that was already released. load failed This is having a significant impact on our merchants’ day-to-day operations, so any help or prioritization you can …

POS Requests Missing Shopify ID Token

Hello team, Reposting this here as I’m thinking it is likely more relevant to POS extensions. I’ve got a merchant with an interesting issue, they are unable to use my POS extension due to an authentication issue. I checked my server logs for some of their requests coming from the extension and I can see the following debug message - Responding to invalid Shopify ID token: Missing Shopify ID Token I’m wondering how it’s possible that their requests do no include a Shopify ID Token? I can p…

In our case we do two things upon load 1) get the session token and b) use that token to make a fetch request to our server. It seems that one of these 2 things was hanging indefinitely. Only if an actual error is thrown or caught do we set isLoading to false. Our current code is below, I suppose we can harden this further by isolating if it’s a session token that never returned or if the fetch request is simply hanging.

But based on this, is there anything else you can see on your end in terms of which of the two was occurring yesterday?

  React.useEffect(() => {
    withRetry(async () => {
      const token = await api.session.getSessionToken();
      const serverResponse = await fetchSettings(token, locationId);
      if (!serverResponse) throw new Error('Failed to fetch settings');
      return serverResponse;
    })
      .then((serverResponse) => { ... setSettingsStatus({ loading: false, serverError: false }); })
      .catch(() => { setSettingsStatus({ loading: false, serverError: true }); });
  }, [locationId]);

[h-shopify]

Thanks for sharing, that context helps.
From the stores you mentioned, around the reported window, I’m not seeing session token errors for those shops. The fetch errors that do show up look like generic failures (e.g., FetchError: Load failed).
Given that it’s still a bit inconclusive where things stalled, I’m aligned with your idea to focus first on isolating around the two awaits in the extension (log before/after each, add timeouts, capture error states separately).
If you’re able to reproduce after that’s in place, send over the timestamp + shop/location and we should be able to correlate much more precisely.
Thanks!

[derrick]

@h-shopify thanks - 1ccr1f-sh reported they are experiencing the same errors today (assuming these are FetchError: Load failed) across all of their locations it seems. They shared that they are unable to troubleshoot their network connection or try a personal hotspot as WiFi given that staff is locked from accessing other apps that aren’t Shopify POS. Devices are hard-wired via ethernet using a Shopify POS Hub, not WiFi.

From our logs, sigma-ecommerce-pruebas is also still experiencing the same issue today.

Do you see anything else in your logs or anything else we can recommend to them to try? We are stuck on what else to recommend at this point.

@h-shopify Edit: Is it possible there was a firmware update pushed to POS Hubs this week that might cause hard-wired network ethernet errors?

[h-shopify]

Hi, I re-checked both stores for today, and so far am not seeing any session token issues or fetch errors.
One nuance: telemetry can lag, and if a promise is hanging (instead of rejecting), it may not emit an error event at all.

One recommendation to check as next step, given the staff restrictions, would be asking them to open the POS diagnostics screen on the impacted device and check Network:

• In Shopify POS: Support → Diagnostics
• Let it finish running, then review the Network section

It checks Shopify-required network domains (not your app backend specifically), but it’s still a good signal for whether the device’s connection is healthy.

Regarding the POS Hub firmware question: there is a general Hub firmware rollout in progress, but I don’t currently see evidence that a new Hub firmware push is driving these errors.