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Troubleshooting
Start from what you see. Each problem below lists the likely causes, most likely first, how to check each one (which screen, which column) and the fix, with a link to the step-by-step guide.
Codes you will meet on this page
Messages from the marketplace often carry a number. 401 means "wrong login", 403 "not allowed", 429 "too many requests", 500 and 503 "the marketplace's server had a problem or is unavailable". RabbitMQ is the name of Stock Sync's internal message queue.
The screen explains itself first
Before looking here, hover over the status, the button or the column header that puzzles you: each one says what it means and what to do, and a greyed-out button says why it cannot be used. The Legend button of each list explains every colour and status on it.
Where to start
First question: does it affect everything, one account or one offer?
For one offer, open it (Ctrl K and its id, SKU, barcode or name) and look at its status:
Everything below refers to screens you can reach from the sidebar: Overview, Offers, Orders, Accounts and each account's workspace, and Activity. Status words are explained in Every status explained.
The marketplace shows 0 but we have stock
Also: "the marketplace shows a different number from PIM".
Open the offer: on Offers, search for the offer id, PIM product id, barcode, SKU or name, and click the row. Read its Stock path: PIM stock, Rules, Stock to publish, Sent and Marketplace shows. The step that is off is coloured.
| Likely cause | How to check | Fix |
|---|---|---|
| The marketplace shows less than the PIM's on hand | Stock Sync sends available, never on hand. PIM stock shows available / on hand; available can be 0 while on hand is not. | Nothing to change in Stock Sync; if available is wrong, correct it in the PIM. |
| The offer is not eligible | The Rules step reads Not eligible, and Eligible says "No — 5 days > 2 days": the lead time is longer than the account's Lead-time limit, so Stock Sync publishes 0 on purpose. | Change the limit if it is wrong (Change the lead-time limit), or correct the lead time in PIM. |
| The offer is Orphaned | Its status reads Orphaned. Its PIM product was removed, so its stock is 0. | Restore the product in PIM if it was removed by mistake. |
| The account is in Preview, Paused or Suspended | The account's status (hover over its badge, or look at the sidebar tag). Nothing is sent in any of these. Stock to publish is right, but Sent does not follow. | Go Live, resume or recover. |
| PIM itself says 0, or PIM has not been read lately | PIM stock on the offer; the PIM data tile on the Overview. | See The catalog is stale. If PIM says 0, the stock is wrong in PIM or Odoo, not in Stock Sync. |
| Customer orders lowered the marketplace number | Marketplace shows is lower than Sent. That figure is from the last daily import (04:41). | Nothing: the next import notices the difference and sends the right number. To do it now, More → Import offers on the account. |
| The offer is Rejected or Failed | Its status, and Last problem. | See Rejected by the marketplace or Offers are Failed. |
| The offer has ended on the marketplace, or the marketplace withholds it | A line under the status: Ended on the marketplace — no stock sent, or a validation reason ending "— no stock sent". | Nothing for an ended offer: it is never sent stock. For a validation reason, fix it on the marketplace (see Every status explained). |
Step by step: Find out why a stock number is wrong.
An account says Suspended
Stock Sync has stopped all work for this account with the marketplace. The reason is in the account's red status banner, and in its Needs your attention row on the Overview.
| Reason reads | Cause | Fix |
|---|---|---|
| … answered 401 … or … answered 403 … | The marketplace refused the API user or password (changed on the marketplace, expired, or typed wrong). | Type the correct credentials in Settings → Connection (guide), then Recover. |
| … not allowed to use this API … | The marketplace does not let this API user, or our server's address, use its API. | Check the credentials with the marketplace team first; if they are right, ask the technical team to have our address allowed; then Recover. |
| The connection is incomplete; enter it in Edit connection | The password (or another part) was never entered. | Enter it in Settings → Connection (the Edit connection button opens it), then Recover. |
| Stored credentials cannot be read with the configured key; re-enter them | The stored password can no longer be unlocked. | Type the password again in Settings → Connection, then Recover. |
| … the marketplace could not be reached … (after Recover) | The marketplace was down or too slow when Stock Sync checked. The account was left as it was. | Wait until the marketplace works again, then Recover again. |
Recover asks the marketplace again. If it accepts, the account becomes healthy, its offers are imported and waiting stock is sent (in Live). If not, it stays Suspended with the new reason, and a message says "[account] is still suspended: [reason]".
Recover does not resume a paused account: if it is also paused, the message says so and the status then reads Paused; press Resume as well. Until then nothing is imported or sent.
Step by step: Bring back a suspended account.
Offers stay Waiting to send
A few offers are always on their way. A lot of them, or the same ones for a long time, has a cause.
| Likely cause | How to check | Fix |
|---|---|---|
| The account is in Preview | PREVIEW tag in the sidebar; status Preview; the banner says "Going Live would send [n] stock updates now." | Nothing is ever sent in Preview. Go Live when the account is checked. |
| The account is Paused | PAUSED tag in the sidebar; status Paused. | Resume. |
| The account is Suspended | SUSPENDED tag; status Suspended, with the reason in the banner. | See An account says Suspended. |
| The marketplace is answering with temporary errors | Last problem ends with "attempt [n], next try in …". | Nothing: it retries by itself for about an hour, then the offer becomes Failed. |
| A large change is being sent | Many offers changed at once (a new lead-time limit, a nightly check). The Waiting to send tile on the Overview goes down steadily. Sending 100,000 offers takes about 17 minutes at the default Request budget of 2 requests per second. | Wait. |
| The message queue is down | Under the top bar: "Connection lost at … The message queue is down."; actions answer "Nothing was changed: the message broker (RabbitMQ) is unavailable …". | Tell the technical team. Nothing is lost: everything goes out when the queue is back. |
The Waiting to send tile also says how many updates are held because their account cannot send.
Offers are Failed
Failed means Stock Sync tried 8 times over about an hour and got only temporary errors.
- Open a failed offer and read Last problem, and the Marketplace lines in its History ("called offer/save · HTTP 503 …").
- If the marketplace was down or overloaded, check it works again: recent Sending round runs in Activity → Sync runs show a published count above 0, and offers are going to In sync. (A round in which every request met a temporary error still says Succeeded, so that word alone proves nothing.)
- Click Retry failed: at the top of Offers (for every account, or those in the Account filter), on an account's Offers tab, or on the failed-offers row of the Overview's Needs your attention. Every failed offer goes back to Waiting to send.
If they fail again, tell the technical team. Step by step: Resend stock for some offers.
Rejected by the marketplace
The marketplace answered and refused the new number. Its reason is in Last problem.
| Reason | What happens by itself | What you do |
|---|---|---|
| Mentions a campaign | Stock Sync tries again every 6 hours for up to 14 days, so it goes through when the promotion ends. | Usually nothing. After the promotion, Resync the offer if you do not want to wait. |
| This offer does not exist / not found | Nothing: it is not retried. | Check the offer on the marketplace. If it was recreated or is right, Resync. |
| Any other message (validation) | Nothing: it is not retried until the stock changes. | Fix what the message says (usually on the marketplace), then Resync the offer. |
To resync many at once, choose Rejected in the Offers Status filter, tick them (or Select all … matching) and click Resync stock on the bar. See Resend stock for some offers.
An offer is Not linked
Also: an offer is Orphaned.
Stock Sync links an eMAG or Fashion Days offer only by its offer id: it must be a PIM product id that exists in PIM. Barcodes are never used. (ABOUT YOU offers are linked by SKU; see Matching offers to products.)
| Likely cause | How to check | Fix |
|---|---|---|
| The offer was created on the marketplace with a number that is not a PIM product id | The offer id; search for it in PIM. | Recreate or correct the offer on the marketplace with the PIM product id. |
| The product is not in PIM yet | No such product in PIM. | If the product should exist, ask the PIM team to create it with that id. The offer links at the next PIM reading (within 15 minutes). |
| (Orphaned) The product was removed from PIM | The history shows "Orphaned (product removed from PIM)". | Restore the product in PIM if it was a mistake: the offer links again by itself. |
A Not linked offer is left exactly as it is on the marketplace: Stock Sync never changes its stock. The Not linked quick view of Offers lists them. See Matching offers to products.
Numbers on the Overview look old
| Likely cause | How to check | Fix |
|---|---|---|
| Live updates are not connected | The pill at the top right reads Not live or Connecting…, or "Connection lost at …" shows under the top bar. The page then refreshes every 15 seconds instead. | Usually nothing: it reconnects by itself and catches up. If it stays, tell the technical team. |
| You paused live updates | The pill reads Paused. | Click the pill and switch Live updates back on. |
| The page could not refresh | Updated … ago in the top right is amber, and "Could not refresh. Showing the last loaded data." is shown. | Check your VPN connection. The page retries by itself. |
| Your session ended | The Your session ended dialog. | Sign in again. |
| PIM has not been read | The PIM data tile is amber or red. | See The catalog is stale. |
| An action was only requested | After Import offers or Read PIM now, the result arrives when the run finishes. | Watch the Live feed or Activity → Sync runs. |
| You expect a paused account in the tiles | Offers in sync, Waiting to send and Needs a fix leave paused accounts out. | Look at that account's row or workspace. |
| The chart shows 7 or 30 days | Those ranges refresh once a minute, and their days are counted in UTC. | Switch to 24h for the latest hours. |
A list jumps, or a row I expected is missing
Lists keep their rows in place while live updates arrive, so nothing moves under your cursor:
- A row that changed flashes where it is.
- Rows that newly match your view or filters wait behind a Show [n] new button above the list. Click it to add them.
- A row that no longer matches (for example a failed offer that was just retried, on the Needs a fix view) leaves the list.
If the row you expect is still missing, check the quick view (try All) and click Clear filters.
The catalog is stale
The PIM data tile is amber (PIM reading is late, more than 20 minutes) or red (PIM data is out of date, more than 35 minutes, or Never).
- Open Activity → Sync runs and choose Type: PIM reading (the tile and the Needs your attention row's View readings open the sync runs).
- Look at the latest runs:
- Failed, with an error: PIM did not answer or answered with an error. Tell the technical team if the next run fails too.
- Running for a long time: PIM is slow. Wait for it to finish.
- Stopped: the system restarted during the reading. The next one starts by itself.
- An operator can ask for a reading now with Read PIM now: Read the catalog again now.
While PIM is not read, Stock Sync keeps sending what it last knew. Nothing is lost: the next successful reading picks up every change since the last one.
A failed Full PIM check with "Refused to remove [n] of [total] catalog items (limit 5%)" means PIM suddenly looked much smaller. Stock Sync removed nothing, to be safe. Tell the technical team or the PIM team.
A message is set aside in the Outbox
The sidebar shows a red number beside Activity, the Outbox tab of Activity has a red count, and Needs your attention lists "[n] outbox messages set aside".
A set-aside message is a change that the internal message queue refused five times, or one Stock Sync could not package at all (for example because it was too large). It never moves on its own.
- Open Activity → Outbox and read the Reason column.
- Tell the technical team: the cause is technical and has to be fixed first.
- When they say it is fixed, an operator clicks Release on each message, ticks several and clicks Release on the bar, or chooses the account in the Account filter and clicks Release all for [account].
If a released message comes back, the cause is not fixed yet. Step by step: Deal with set-aside messages.
No new orders arrive from ABOUT YOU
Customers are buying on ABOUT YOU, but no new order has appeared on the Orders page for a while, on an account whose orders are in Preview or Live. After a working day without orders, the Teams Operations channel gets No new orders for the account.
| Likely cause | How to check | Fix |
|---|---|---|
| ABOUT YOU refused the account's key (changed or expired) | The technical team gets a message in its Teams channel when Stock Sync cannot read an account's orders from ABOUT YOU for a while. | Tell the technical team; with a new key, enter it in Settings → Connection (guide). |
| ABOUT YOU is down, or changed the format of its orders | The same message in the technical team's channel. | Tell the technical team. Nothing is lost: once orders can be read again, the next reading picks up every order since the last one. |
| The account's orders are Off | Orders mode in the account's Settings → Orders → Odoo. | Nothing is read in Off. See Go live with orders. |
While no order is read, none reaches Odoo either, and in Live staff no longer upload Gaia's file: tell the technical team as soon as you notice.
I can't see the buttons
| Likely cause | How to check | Fix |
|---|---|---|
| You are a Viewer | Under your name at the bottom of the sidebar it says Viewer; the account menu says "Read-only · updates live" (or how the screens keep up when not live); Settings → People and roles says so too. Viewers see no action buttons and no tick boxes. | Ask the CommerceHub admins for the Operator role, then sign out and in again. See Signing in and roles. |
| You were given the role but have not signed in since | Your menu still says Viewer. | Sign out and sign in again. |
| The button only appears in some states | Pause shows only on an active account and Resume in a paused account's banner; Recover only when the account is not healthy; the status banner holds only the action the account needs now (the rest is under More); the selection bar only once rows are ticked; Release all only after choosing one account in the Outbox's Account filter. | See Who can do what. |
| The button is there but greyed out | Hover over it: it says why, for example "No offer has failed." or "Resync over the filters takes at most 5,000 offers. Narrow the filters." | Do what the tooltip says. |
| The sidebar is folded | Only icons and badges show on the left. | Click Unfold the sidebar at the top of the strip, or press Ctrl + B (⌘ + B on a Mac). On a phone, use the menu button at the top. |
I cannot sign in
| What you see | Fix |
|---|---|
| The page does not load at all | Connect to the company VPN. |
| "Your account hasn't been given access to Channel Hub yet." | Ask the CommerceHub admins for a role. |
| "Sign-in was cancelled." | Click Sign in again. |
| "Microsoft refused the sign-in.", or another message with an AADSTS code | Do what it says; otherwise send the code to the CommerceHub admins. |
| "That sign-in link expired." | Click Try again. |
| "Microsoft couldn't complete the sign-in." | Click Try again; if it repeats, send the Trace ID to the CommerceHub admins. |
More in Signing in and roles.
An action is refused
| Message | Fix |
|---|---|
| "Nothing was changed: the message broker (RabbitMQ) is unavailable …" | Try again later; pausing, changing settings, switching to Preview and releasing outbox messages still work. |
| "The API address can only change while the account is paused or in Preview" | Pause the account or switch it to Preview first. |
| "Enter the connection's credentials before resuming" | Enter the credentials, then resume. |
| "You can't … — This needs the operator role" | You are a viewer. |
| A bulk action's message ends with "Refused: …" or lists refused orders | The ones named were not changed, each with its reason; the others were. |
Every message is on Messages and what they mean.