Troubleshooting

Fix device, product and display problems fast.

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I accidentally deleted the Cloudshelf icon from our store touch screen

A 2-minute fix: recreate the home screen app on the device and pair it again.

Common issues & quick fixes

deleted icon app missing home screen app removed reinstall pair again pairing code lost icon

Products or collections not appearing in Cloudshelf

The two reasons a Shopify product or collection doesn't show on your Cloudshelf, and how to fix each.

Common issues & quick fixes

missing products hidden collection sales channel shopify availability not showing sync

I've forgotten my PIN: where can I find it?

Contact support and we'll give you your device PIN.

Common issues & quick fixes

forgotten pin lost pin device pin password passcode unlock code

Products in my website collections are not displaying

If a collection shows no products on your Cloudshelf, make the products available to the Cloudshelf sales channel in Shopify.

Common issues & quick fixes

products not displaying empty collection no products sales channel shopify availability missing products bulk edit

Cloudshelf information isn't complete or up to date

Usually the device has lost its internet connection. How to check and reset it.

Common issues & quick fixes

out of date not updating old information missing products internet connection offline wifi 4g cache search not working status

Products that shouldn't be there are on my Cloudshelf

Three ways to hide products from your Cloudshelf in Shopify: draft them, remove the Cloudshelf channel, or bulk-remove unavailable products.

Common issues & quick fixes

hide products remove products unwanted products draft sales channel unavailable products remove channel shopify bulk

My Cloudshelf screen has frozen: what do I do?

Close and relaunch the app, then restart the device if it's still stuck.

Common issues & quick fixes

frozen screen stuck not responding crashed not working restart reboot close app relaunch hang

Cloudshelf no longer shows on my in-store screen

Fixes for a missing icon, a 'no Cloudshelf allocated' message, a device that's no longer linked, or a deleted Cloudshelf.

Common issues & quick fixes

not showing blank screen no cloudshelf allocated device not linked unpaired pair device pairing code re-associate deleted cloudshelf

Keyboard not appearing on my iPad

Disconnect any Bluetooth keyboard; if there isn't one, restart the iPad.

Common issues & quick fixes

keyboard not appearing on-screen keyboard missing ipad bluetooth keyboard search typing reboot

How to force filter data to recalculate

New filter data not showing? Make and undo a small change to a product group to force Cloudshelf to recalculate.

Common issues & quick fixes

filters not updating filter data recalculate refresh metadata new filters sync product groups

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