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Troubleshooting

If you're experiencing issues with ShopView, check these common problems and solutions:

Extension Not Appearing​

Check if Tiles are Added​

Ensure that the Submit log tile has been added to your Smart Grid on each device where you want to capture events.

Solution:

  1. Navigate to the Smart Grid on your POS device
  2. Look for the "Submit log" tile
  3. If missing, click "Add tile" and select the Submit log extension

Verify Permissions are Enabled​

The extension requires proper permissions to function correctly.

Solution:

  1. Go to Point of Sale > Settings > POS Apps
  2. Locate the "Submit log" extension
  3. Ensure both Smart grid tile and Additional Areas permissions are enabled

Duplicate Logs​

Multiple Tiles Added​

Having multiple Submit log tiles can cause conflicts and unexpected behavior.

Solution:

  1. Check your Smart Grid for duplicate "Submit log" tiles
  2. Remove any extra Submit log tiles, keeping only one per device
  3. Restart the POS app if necessary

Extension Loading Issues​

Sometimes the Submit log button in menus may not load properly due to network or app loading issues.

Solutions:

  1. Check app version - Check the device is using the latest Shopify point of sale version.
  2. Check internet connection - Ensure stable connectivity
  3. Wait for full load - Allow the POS screen to fully load before using the extension

Events Not Being Captured​

Verify Extension is Active​

If events aren't appearing in your dashboard, the extension may not be properly activated.

Solution:

  1. Test the Submit log functionality by submitting a custom log, or adding the Submit log tile to the Smart grid.
  2. Check if the log appears in your ShopView dashboard
  3. Ensure you haven't reached your plan limits (see Plan Limits)

Log Reliability​

Extension Loading Requirements​

As our extension needs to load before it can submit a log, if it has not loaded in time there is a chance logs can be skipped. We track network changes to help troubleshoot when this may have occurred.

Continuous Improvement​

Our aim is to continuously improve log deliverability over time through:

  • Feedback on where logs are failing
  • Updates to Shopify's retail APIs
  • Keeping non-essential parts of the extension to a minimum
  • Reducing requests to minimize interruptions and extension refreshes
Network Monitoring

We monitor network conditions and loading times to identify potential issues that could affect log capture reliability.