Troubleshooting the all-new Shopify POS app

If you experience performance issues with the Shopify POS app, then there are some common steps that you can take to troubleshoot them.

Shopify recommends that you do not delete and re-install the Shopify POS app if you experience any problems. If you delete the app, then you lose the app logs that we use when we give you technical help, and you lose any saved data such as register shifts and saved carts.

The all-new Shopify POS app works with the following devices:

Devices that work with the all-new Shopify POS app
Device Description
iPhone iPhone 5 or better running iOS 11.4 or higher
iPad Air Generation 2 or better running iOS 11.4 or higher
iPad Generation 5 or better running iOS 11.4 or higher
iPad mini Generation 2 or higher running iOS 11.4 or higher
iPad Pro All iPad Pro models running iOS 11.4 or higher

Make sure that your software is up to date

Make sure that your iOS device is running the latest versions of iOS and the all-new Shopify POS app. Software updates give you the latest features and help you avoid problems that are caused by out-of-date software.

You can install software updates from the Apple App Store.

Steps:

  1. From your iOS device home screen, tap App Store.
  2. Tap Updates.
  3. If there is an iOS or Shopify POS update that needs to be installed, then tap Update next to each one or tap Update all to install all software updates at the same time.

Enable automatic updates

To make it easier to keep your software up to date, enable automtic updates. When this option is enabled, software updates are downloaded and installed automatically.

Steps:

  1. From your iOS device home screen, tap Settings.
  2. Tap iTunes & App Store.
  3. Under AUTOMATIC DOWNLOADS, make sure that the Updates option is enabled.

If you enable the automatic updates option, then it is enabled for all your apps. If you want to control which apps are updated, or when apps are updated, then you should not enable automatic updates, and update apps manually.

Check your firewall settings

If you have a firewall enabled on your network, then it can interfere with POS suntionality.

Add hostnames to your allow list

In your firewall settings, add all ports on the following hostnames to your allow list:

  • api.emms.bbpos.com
  • tms.bbpos.com
  • shopify.com
  • shopifycs.com

If you need help to add these hostnames to your allow list, then contact your network administrator.

Geographic IP address filtering

The update servers are worldwide. If your firewall filters out IP addresses based on geographical location, then you need to disable this filter.

If you need help to change your firewall settings, then contact your network administrator.

Enable multiple locations

If you want to use Shopify POS, then you must enable multiple locations in your Shopify admin. If you already have multiple locations enabled, then you won't see the options outlined in the steps below.

Steps:

  1. Log in to your store as the store owner.
  2. Go to Settings > Locations.
  3. Click Enable inventory at locations.
  4. Click the checkbox to confirm that your existing inventory will be assigned to your shipping origin.
  5. Click Enable inventory at locations again.

Resync Shopify POS with your Shopify admin

The Shopify POS app should automatically update to show any changes you make in your Shopify admin. If you make a change in your Shopify admin that doesn't appear in the Shopify POS app, then you can force the app to resync with your Shopify admin by sending the app to run in the background on your iOS device and then reopening it.

Steps:

  1. From the Shopify POS app, open the task manager to send the app to run in the background.
  2. From the home screen of your iOS device, find and tap the Shopify POS app.
  3. Check that your new changes have taken effect in the Shopify POS app.

Force close the Shopify POS app

If you find that the Shopify POS app is slow, or that it sometimes freezes, then try forcing the app to close and then reopening it.

Steps:

  1. Open the task manager to display all the apps that are running.
  2. Swipe the apps left and right to find the Shopify POS app.
  3. When you find the Shopify POS app, swipe it upwards to force it to close and remove it from the list of apps.
  4. Press the home button to return to your iOS device home screen.
  5. Tap Shopify POS to open the app again.

Check the size of your catalog

Your store's catalog is stored locally on your iOS device when you log in to the Shopify POS app, and there's a limit to the size of catalog that an iOS device can load. If you're experiencing performance issues with the Shopify POS app on your iOS device, thencheck that your catalog is not too large.

Send a report from the Shopify POS app

If you've tried the troubleshooting steps above and you're still experiencing performance issues with the Shopify POS app, then send a report from the app and contact Shopify Support for technical help.

Steps:

  1. From the Shopify POS app, tap > Support.
  2. Tap Send a report.
  3. In the Send report dialog, enter a description of the problem that you're experiencing.
  4. Tap Send.

Your feedback and the iOS device's application logs are sent to Shopify, and we'll be in a better position to help you when you contact us.

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