Search function not working on POS

[yarnit]

The search function at the top of the POS app has stopped working. We have to go to another page now to search for products. Add a Customer search doesn’t reliably work either. This used to be such a great app, but you keep messing with it, and it takes a dozen more steps to get through what should be a simple transaction!

[Imogen]

Hi there, @yarnit. Thanks for taking the time to reach out to the Shopify Community Forums with your feedback and search bar issues! My name is Imogen. It's good to meet you!

I just took a moment here to load up my POS App for my business and I'm not experiencing any issues when using the Search function available at the top of the Shopify POS App home page. Once I click the search icon, I'm presented with a search bar and three categories (products, orders, and customers) and I'm able to use this search bar to search for different things and generate results within these categories. Is this functionality not working for you as I've described? Are you able to outline for me what specifically isn't functioning as expected with this search functionality?

As for the 'Add a Customer' search, I'm also experiencing no issues with this search functionality. Are you able to provide me with some more context around the issue you're experiencing with this search function? The more context you can provide me, the better I can provide your feedback to our Retail Team for their consideration!

[marktbh]

I am having the same issue. I keep resetting the POS. It works for a little bit and then stops working again. So far I haven't had any problems with the Customer Search. But the regular product search not working is very frustrating. 

[Imogen]

Hi there, @marktbh! Thanks for following up on this thread here and providing your experience!

Can you provide me with some insight into specifically what doesn't seem to be working with the search function? Is it not allowing you to type into the search bar? Are you typing in content that should be generating results but nothing is appearing?

[marktbh]

Hi @Imogen ,

When I push the search magnifying glass icon, it doesn't do anything at all. So I'm not able to get to the search bar. When I log out completely, it will work for a few minutes, and then do it again. 

[blondes]

I'm having the exact same problem.  I have uninstalled the app, reinstalled, updated operating systems, etc.  Please help!  This is SO frustrating.

[Victoria]

Hi, @blondes.

Welcome to the Shopify Community, and thanks for joining the thread.

We're sorry to hear you're experiencing issues on your end, and we appreciate you trying those troubleshooting methods. It may be best to reach out to our Retail Support Team directly to flag this issue. You can either visit the Help Center or access current offerings via the POS app by clicking ≡ > Support > Contact Support.

[DHKA]

There seems to be enough people struggling with this issue that maybe it should be pursued regardless of whether Imogen can duplicate the situation or not.

[Imogen]

Thanks for following up, @marktbh! So to be clear, the icon isn't consistently responsive?  I appreciate you outlining that for me! I'm going to run through some standard troubleshooting steps here, and will advise on what next steps to take if these local troubleshooting steps don't seem to do the trick for you. I recommend doing a quick check to see if there are any pending updates for the POS App on your device. Also, check to see if there are any pending updates for your device's operating software. Lastly, do a clean uninstall and then re-install of the application and see if that addresses the unresponsive icon.

In the case that the troubleshooting steps outlined above don't do the trick, what I recommend you do is reach out to our Retail Support Team directly to report this. You can reach out to our Retail Specialists by opening your POS App, going to the 'More' menu, then 'Support', then 'Contact Support' and using the available contact information there. This will allow us to get you authenticated and run through some troubleshooting steps and suggestions to see if we can get this resolved that way, and then escalate from there if it looks to be a widespread issue with the functionality.

[yarnit]

Thank you, Imogen. Exactly what @marktbh said is what I’m experiencing too. The search at the top is unresponsive. The customer search is also not working great but was less an issue when that top global search function worked reliably. I’ll try those steps tomorrow. 

[yarnit]

It was working for a few hours today but then stopped working again.

[DHKA]

Hi - there are a lot of people suffering from this exact same issue (including me). Shopify might consider fixing the bug. The problem occurs when three to five minutes pass between transactions. At that point when you hit the magnifying glass nothing happens. If you close the app and relaunch it will work again. Needless to say it shouldn’t work this way and stores should not have to waste time closing and reopening your app at the time of sale.

[Buzcharlie]

This is also a problem for us. The search button works for a short while then suddenly stops working. This is only a recent issue. We’ve uninstalled the app, reinstalled, updated devices, even switched devices, so it is definitely a problem with the app. Glad to know we’re not the only ones with the problem.

@Shopify please resolve the problem asap!

[mallen__72]

We have also had this problem. Over the last weekend a number of our stores reported the item search freezing completely, a restart of the device gives temporary relief but it comes back again pretty soon. Shopify support have been there usual polite but unhelpful selves. We have a mixed bag of iOS app versions and we noticed that a new iOS app version (9.16.0) has been released but in true Shopify style the release notes don't tell us what was fixed/changed, support are also unable to tell me this information!!! We have deployed 9.16.0 to one till in each store to see if the problem re-occurs on those devices.

[mallen__72]

An update to this. The version 9.16.0 release didn't fix the issue. I have now discovered that issue is only affecting the global search in the main panel,  when this stops responding if we then tap the product/customer/order buttons at the bottom of the app the search in those specific areas seems to work. At least its a quicker workaround than force closing the app but come on Shopify.... at lease acknowledge the issue even if you can't fix it yet!!!!

[mallen__72]

I did manage to get some video footage of the error from one of our stores and sent to Shopify support via the chat support. During the chat they referred me to this thread that I had already posted in!!!!! As I said, very friendly but oh so very unhelpful.

[Buzcharlie]

Yep, we’ve been using the same workaround, but seriously it’s been weeks now! Can’t believe Shopify hasn’t sorted the problem!

[Pbmauk]

Same here- using product search from bottom of screen as work around. Everyone please report as a bug through the app so it gets attention. 

[DHKA]

THIS STILL HAS NOT BEEN FIXED! - I have completely deleted the POS app, shut down iPad, installed latest version of Shopify pos: guess what? Problem still exists. 

it’s ridiculous that I need to shut down/restart app on every other or every third checkout. It’s embarassing to my staff and irritating to my customers. Any thoughts on this? Customer service has been only limited help and doesn’t return inquiries. Go figure?!

[DHKA]

Also - it’s weird that we are paying a subscription fee on something that is flawed, and that any cure to the problem thus far is self diagnosed/self corrected by client.

[JCB2]

Same problem here. Fix it, Shopify.