File Upload / Image Issues – Complete Troubleshooting Guide

Overview

File uploads in Hana POS are used across multiple modules, including:

• Product images (catalog and website display)
• Marketing content (email/SMS campaigns)
• Custom designs (card messages, branding elements)

? These uploads directly impact:

• Website presentation
• Product visibility
• Customer experience

Why This Matters (Support Context)

File upload issues are highly visible and can immediately affect sales and marketing.

? Key Insight:
Most upload issues are caused by:

• Unsupported file formats
• File size limitations
• Browser or cache-related issues
• Network interruptions during upload

? These are typically file or environment-related issues, not system defects.

Common Symptoms Reported by Florists

Florists may report:

• “Image is not uploading”
• “Upload failed”
• “Image uploaded but not displaying”
• “File keeps loading but doesn’t complete”
• “Image appears broken or missing”

Root Cause Categories

1. Unsupported File Format (Most Common Cause)

• File not in supported format
• Common unsupported types:
  • HEIC
  • BMP
  • TIFF

2. File Size Too Large

• Image exceeds system upload limits
• High-resolution images not optimized

3. Network Interruption

• Upload interrupted due to unstable internet
• Timeout during upload process

4. Browser / Cache Issues

• Cached data interfering with upload
• Browser compatibility limitations

5. Rendering / Display Delay

• Image uploaded successfully but not visible
• Cached version still being displayed

Step-by-Step Troubleshooting Process

⚠️ Always validate file format and size before troubleshooting system behavior.

Step 1: Verify File Format (Critical First Step)

Ensure the file is in a supported format:

• ✅ JPG / JPEG
• ✅ PNG

? Why this matters:
Unsupported formats will either fail to upload or not render properly.

Step 2: Check File Size

• Ensure file is within allowed size limits
• If large:
  • Compress the image
  • Reduce resolution

? Key Insight:
Large files may fail silently or take too long to process.

Step 3: Retry Upload

• Re-upload the file
• Ensure upload completes fully without interruption

? Why this works:
Resolves temporary upload interruptions.

Step 4: Clear Browser Cache

• Clear cache and cookies
• Reload the page

? Why this works:
Removes outdated or corrupted data affecting uploads.

Step 5: Try Different Browser

• Use Google Chrome (recommended)
• Ensure browser is updated

? Why this matters:
Different browsers may handle uploads differently.

Step 6: Validate Image Display

• Check if image appears after upload
• Refresh page if needed

? Important:
Upload may succeed even if image is not immediately visible due to caching.

Critical Scenarios & Handling

Image Not Uploading

Possible causes:

• Unsupported format
• File too large

✅ Action:

• Convert to JPG/PNG
• Reduce file size

Upload Failed

Possible causes:

• Network interruption
• Browser issue

✅ Action:

• Retry upload
• Switch browser

Image Uploaded but Not Displaying

Possible causes:

• Cache issue
• Rendering delay

✅ Action:

• Refresh page
• Clear cache

Upload Stuck / Loading

Possible causes:

• Slow internet
• Large file

✅ Action:

• Check connection
• Use smaller file

Best Practices for Support Agents

• ✅ Always verify file format first
• ✅ Check file size and optimize if needed
• ✅ Recommend Google Chrome
• ✅ Clear cache before deeper troubleshooting
• ❌ Do NOT assume system issue without file validation
• ❌ Avoid escalation for unsupported formats

Escalation Guidelines

Escalate ONLY IF:

• Upload fails with valid file format and size
• System error occurs during upload
• Image uploads but consistently does not display
• Multiple users report similar upload failures

? Include in escalation:

• File type and size
• Screenshot of error
• Browser used
• Steps already attempted
• Sample file (if available)

FAQ Section

Q1: Why is my image not uploading?

Most commonly due to:

• Unsupported file format
• File size too large

Q2: Why is my uploaded image not showing?

Usually due to:

• Cache issue
• Page not refreshed

Q3: What file formats are supported?

JPG and PNG are recommended.

Q4: Can I upload high-resolution images?

Yes, but they should be optimized for faster upload and display.

Support Agent Script (Standardized)

Opening

“I understand the image is not uploading. Let’s check a few quick things.”

Validation

“Is the file in JPG or PNG format?”

Guided Troubleshooting

“Let’s try re-uploading after clearing the cache or using Chrome browser.”

Reassurance

“This is usually caused by file format or size and is quick to fix.”

Closure (Resolved)

“The image should now upload and display correctly.”

Closure (Escalation)

“Thanks for trying those steps. I’ll escalate this for further review.”