Troubleshooting Publication Issues

Occasionally you may run into a product that will not publish correctly (if at all) to your e-commerce storefront. In this article we will explore some of the common publication issues and how to diagnose and correct them.

Product Does Not Appear in Storefront Admin Section

There are several reasons why a product might not appear to publish to an e-commerce platform.

Product does not meet channel publication requirement
Product with the same name already exists in the storefront admin
Product is at the back of the publication queue
Storefront API is non-responsive

The first thing to check when faced with a product that is not publishing is the Logging section. Accessed from the left side navigation, the Logging section displays the server responses from all the API calls made from the PIM. First take note of the Local ID, if the sync queue is running through a large update and you've made edits to a product after that process has started your changes will not be made until that longer process has completed. Search for the ID in question and make a note of the last sync timestamp. If the timestamp is before you made the most recent changes wait for it to cycle back around. If it has made a sync attempt but failed you should see an error or an ignore attempt. Click on the error or ignore icon and you will see a message as to why the sync failed.

Common Error Messages

Weight is required - BigCommerce channels require a shipping weight to be set in order to publish
Category is required - A category is always required for a product to sync (make sure the category for the product is contained within the root category assigned to the publication channel. For more information see here)
409 - Product with the same name already exists. Name must be unique.

Helpful Tips

Make sure your product contains the basic information required by most e-commerce storefronts

Price
Category
Weight (shipping)
Channel Enabled
Published Status
SKU (unique)
Name (unique)

Sometimes there are connection issues with the storefront's API. Here are some helpful links to keep you informed of e-commerce storefront issues:

Product Published But Updates No Longer Syncing

If a product published once and is live on your store's admin page, but product revisions are not syncing here are some things to check:

Each product has a WebID (an identifier used by the e-commerce storefront similar to Jasper's PIMID)
- - - Find your live product's WebID by visiting the channels tab
    - Compare that WebID to the one from the platform
      - WebIDs are only visible via the URL in the browser window
        
        Navigate to the product in the admin section and make note of the string of numbers
        
        BigCommerce - the WebID is between /products and /edit (for example: /products/190/edit)
        
        Shopify - the WebID is the final string of numbers in the URL
  - If the WebIDs are different
    - - Something has caused a disconnection between the platform and the PIM
        
        Submit a support request
  - If the WebIDs are the same
    - - Check the logging section for the last successful sync by searching for the PIMID
        
        See how active the logging section is - could there be a backlog?
        
        Search the product name inside your storefront admin and make sure there are no duplicate names preventing sync

Note: Please keep in mind if you have made modifications to your product data or categories within e-commerce platform directly and not in the Jasper PIM, this means you have broken the sync. The Jasper PIM is the "source of truth" and all modifications must be made within your PIM dashboard. If you are unsure which product data fields that can be changed in either your e-commerce platform or PIM dashboard, please contact our support.