import catalog excel file into square, sync problem

Hello Cynthia,

Thank you for contacting WooCommerce support.

I understand that you are experiencing issues with the sync process after importing your catalog as an Excel file into Square — the sync starts and never seems to complete. I can imagine how this would disrupt your workflow.

To ensure we’re on the same page and help you more effectively, could you please confirm if the file format you’re using to import your catalog is .xlsx (Excel Sheet) and not a .csv (CSV) file?

Also, would you be able to detail the exact steps you are taking from the moment you import your catalog to when you attempt to sync with WooCommerce? This will help us to understand the specific sequence that might be causing the issue.

It would be helpful if you could share a few screenshots of the process, particularly where the sync operation seems to never conclude. This visual context can often provide clues to the underlying problem.

To further assist you, I will need to review your site’s System Status. You can find it by navigating to WooCommerce > Status in your WordPress dashboard. From there, select ‘Get system report’ and then click on ‘Copy for support’.

Once you’ve copied the report, please paste the text at https://gist.github.com to create a Gist. After creating the Gist, you can paste the link here in your reply.

Your cooperation is greatly appreciated, and I assure you we will work together to resolve this issue as smoothly as possible. 🙂

Hello Cynthia,

Thank you for your reply and for detailing the steps you take to manage your catalog.

Before we proceed, may I confirm whether the issue was resolved after you disconnected and reconnected the WooCommerce app in the Square application integrations? Or are you still experiencing a problem?

If the syncing is still not functioning correctly, I would happily assist you further. Could you also check if any Javascript error messages are being displayed? Here is a guide about how to check JS errors in the browser

Looking forward to your response. 🙂
Best regards.

Hello Cynthia,

Thank you for your reply and for updating me on the situation with your product synchronization after an Excel file import into Square.

Please be aware that there have been new versions released for WooCommerce, now at version 8.5.1, and the WooCommerce Square plugin, which is currently at version 4.4.1. I recommend updating to these versions if you haven’t already, as they may resolve some of the sync issues you are experiencing.

Additionally, I noticed that your site’s server is utilizing caching. It’s possible that the sync issue could be caused by the cache.

Once you have updated your plugins and cleared the cache, could you please provide a fresh copy of your site’s System Status Report? This will help us diagnose any outstanding issues more accurately.

We’re here to support you, so once you’ve completed these steps, please let us know by providing the new Gist link, and we’ll take it from there.

Looking forward to your response. 🙂

Hi there @partyselect 👋

Thank you for reaching back, with further details on this.

To recap, products are being edited in bulk via export/import of .xlsx files, in Square’s dashboard. Furthermore, sync worked again as expected, between Square and WooCommerce, after disconnecting and reconnecting the WooCommerce app in the Square application integrations. Still, the issue returns after importing products via .xlsx format, despite now having the latest versions of plugins activated. Am I getting this?

As a next step, can you please share a screenshot of what you see at the settings screen, as exemplified here? That will help us understand the issue. An online tool like https://snipboard.io/ is useful for sharing screenshots in the forums.

Additionally, it appears that logging is not enabled currently, per the store’s System Status Report (SSR). Square sync/connectivity logging can be enabled in WooCommerce > Settings > Square. This logging helps troubleshoot Square sync and connectivity issues, and its log files start with square: 

Kindly enable it, try syncing, and share with us the logs.

Last, but not least, did you already have a chance to check the troubleshooting document linked here, or otherwise?

We await your response to better assist you.

Hi there @partyselect 👋

I have already consulted the troubleshooting document. The sync is done perfectly, the problem only reappears after an xlsx file import

This is very insightful. Thank you for reaching back, with further details.

Since it’s established that sync works as expected, as a next step, I’d recommend testing with a different Sync Interval selection (now set to 15 minutes), from the plugin’s options (showcased in the screenshot above).

Moreover, consider reaching out to Square’s support about this (found here), as they might have some further insight about bulk updating products in a more efficient way, on their end.

I hope this is helpful! Please let us know if you have any further questions or concerns.
We will be happy to help you further.

• This reply was modified 2 years, 4 months ago by anastas10s. Reason: typo