Online Images Do Not Consistently Load

[lennys26]

I have noticed that images do not consistently load in my online store. Whether in 'All Products', 'Category' or on an individual item, I see simply the pulsing graphic as if it will load, however it doesn't. 

This issue does not happen all of the time, nor is it specific to any one item, however it happens enough that it is not unexpected when it does occur.

I have tried several browsers, from several locations, different networks (wifi, 5G) and both mobile and desktop browsers.

[frances_a · Accepted solution]

Thank you for sharing those details, @lennys26

I escalated this issue to our team and they have re-indexed your site.

Images are loading without issues for me now, but we do recommend changing these to JPG/JPEG file types if you experience issues again. Seems like most of your images are currently PNG files, which tend to take longer to load due to higher resolution. 

Thank you!

[JK_Fiber_Art]

I've run into this issue myself - had to contact Support - they did some magic on their end and all was good after that.  Seems there was nothing on my end I could do.

[lennys26]

Thanks @JK_Fiber_Art. I will raise a case with them.

[lennys26]

A case was raised 2 weeks ago and I have not had any response from Support apart from the "we will get back to you in 1-3 days" auto-reply. If I do hear anything back from Support, I will update this post for others having the same issue.

In the meantime, my customers still have intermittent image loading failures. Thanks Square!

[frances_a]

Hello @lennys26 

I tried locating a case with the details you shared, but found nothing, unfortunately. 

Do you happen to have a case number for this issue? 

And can you please share the URL to your website? 

I'll be happy to take a look!

Thank you. 

[lennys26]

@frances_a The case is 95634276. In that case you should find my requests on June 16, 24, 27, 29 and July 2 asking for an update.

www.brooklyndeliandmarket.com

[frances_a · Accepted solution]

Thank you for sharing those details, @lennys26

I escalated this issue to our team and they have re-indexed your site.

Images are loading without issues for me now, but we do recommend changing these to JPG/JPEG file types if you experience issues again. Seems like most of your images are currently PNG files, which tend to take longer to load due to higher resolution. 

Thank you!

[lennys26 · Accepted solution]

Hi @frances_a.  Thanks for the assistance. Although it will be a bit of a project, I will look to convert the images to JPG. That suggestion makes sense. 

[frances_a]

Happy to help! 

I understand it would be quite the project. 

The good news is it is only a suggestion in case issues continue. If you can load your site without any issues, it isn't absolutely necessary to make this change.

If you will be uploading more images to the site, it would be a good idea to look into using PNG for future images and maybe even a portion of current images. 

[harrislaneco]

Hello!  I'm running into this issue today, July 18.  

Can anyone advise?