Product images fail to sync

Hello @daver56,

Thank you for reaching out to us, we are here to help.

Our plugin doesn’t have any image conversion included when they are copied to the Zettle library, but there is a limitation on what Zettle can handle regarding image types (this is not a limitation of the plugin).

At the moment, only the image types JPEG, PNG, GIF and TIFF are possible to be transferred. If you are using newer image types like WebP, your images will currently not be synchronized to your Zettle library.

I have seen that not all types of these images are accepted, sometime certain JPG versions were not accepted, so if one does not work, try using another image conversion/application and see if that works.

This information comes from our documentation.

Please let me know if this helped you resolve your issue.

Kind regards,
Joost

Hello Joost,
Thanks for your reply but it doesn’t really help. I have seen from another post that when sync’ing a product the Zettle server requests, from the plugin, the URL of the product image file and then downloads it. Please can you tell me – which file name is returned by the plugin? What is the format of the URL and is it that of the main product image or something else?

I have downloaded, using FTP, all of the product image files – the main one originally uploaded and all of the automatically created ones (100×100, 150×150, 300×300, 324×324, 416×416 and 768×768) and I can successfully load any of them into the product in MyZettle. So, if the Zettle server is downloading one of these files then why does it fail if it gets it from my WooCommerce website and not if I upload it from my PC in MyZettle? All my files are JPEG and BPS Security is not logging any failures.

Thanks,
Dave

Hello @daver56

I do not think there is any conversion being done to the image, so it depends on the image types the Zettle server can handle. The URL that is being used is from ?wp_get_attachment_image_url($wcProduct->get_image_id(), 'full)`

Maybe there are some errors in the WC logs? If you don’t want to share these type of details via this public forum, you might want to reach out to use via a private engagement?

Kind regards,
Joost

Hi Joost,

It certainly appears to be using the URL of the main product image file. Up to today there were no errors in the zettle-pos-integration log. However today I experimented and created 3 new image files, they are all 800×800 pixels, as is the original file. The results are weird…

Image1 is a GIF, 198kB. When set as the product image I get a ZettleRestException in the log:
“With data: {“errors”:[“Invalid linked image data. Possible reasons: Too big or too small.”]}
and payload: {“imageFormat”:”GIF”,”imageData”:null,”imageUrl”:”https:\/\/XXXXXXX.org.uk\/shop\/wp-content\/uploads\/MI-MALA3.gif”}
(I put ‘XX..” for my website home URL). However if I load the same image file into MyZettle directly from my PC it loads and displays in ZettleGo okay.

Image2 is a PNG, 554kB. I get the same exception but it too loads without a problem into MyZettle. Same with Image3, a JPG recreated from the original camera photo, no EXIF date, 130kB.

The file I started with is also JPG, only 53kB as it has a higher compression than the 130kB one. It fails to load into MyZettle, I get “Something went wrong, please try again” but if set as the product image in WooCommerce I get *no* errors in the log. If I then go back to MyZettle the image I see is a small camera icon, not the (correct) image that I see in WooCommerce. There does appear to be an image there because there is the ‘X’ icon top-right of the image box to delete it. In the ZettleGo app on a tablet no picture is displayed but again, in edit mode, there is an option to remove the image (so there is an image there it’s just not the one loaded in WooCommerce).

None of this makes sense to me. If I phone the Zettle support line is it possible they can tell me why the product image (when I use the file I originally started with) appears to sync from WooCommerce to Zettle okay but doesn’t show up in MyZettle or ZettleGo (and why it fails to load if I load it manually in MyZettle)?

Thanks very much for your help Joost, I’m not sure where to go next.

Dave

Hello @daver56

Failures with MyZettle or ZettleGo or any other applications from Zettle, are not something we can comment on. So yet, best would be to reach out to Zettle to check with them what process is performed on these app loads.

If you want us to check if certain images are possible to sync via our plugin from WooCommerce to Zettle, I’d be happy to use my test environment and Zettle account for that. We would just need to get the original images from your end. This would at least give us some data in case the issue is related to the plugin. And if it does not appear to us, it will verify, possibly if there is an issue with the hosting or a plugin conflict.

Let me know if you want us to help you with that.

Kind regards,
Joost

Hi Joost,

I will contact Zettle (bit busy at the moment so it may have to be next week). Hopefully they have server logs they can access which might provide some answers.

Re testing images, I’d be happy to send you the images I’ve tested so far but if you have one which you know can be sync’d and displays correctly in MyZettle I could test it here. If it doesn’t work here then that would be a big clue, perhaps to a communication issue between Zettle and my site. Not sure how to give you my email address?

Thanks again,
Dave

Hello @

I would suggest opening a private engagement, that way we can continue working on this, if we find an issue with the plugin.

Kind regards,
Joost

Hello @daver56

since we are currently working via the private engagement, we will mark this thread as resolved.
We did find out that the JPG image you are using is causing the issue and if we compress it differently, the image does get synced. The strange this we saw is that the image does work via the sync, but not via the manual upload via the Zettle interface. I checked with Zettle, but did not get much back from them on why this was occurring, so advised you to do the same via the Zettle Support option.

If you hear any other option/solution back from Zettle that could help resolve this issue, please share here, so the community will be able to find this information. From our side, the plugin is functioning as expected, so this is why we are marking the thread as resolved.

Kind regards,
Joost