Troubleshooting

Common issues and how to resolve them.

Login Issues

Can't Log In

Symptoms: Login page shows error, or you're redirected back to login.

Solutions:

1. Check your email and password are correct
2. Ensure Caps Lock is not on
3. Try clearing your browser cache
4. Contact your administrator to verify your account is active

Session Expired

Symptoms: You're logged out unexpectedly.

Solutions:

1. Log in again - sessions expire after a period of inactivity
2. If it happens frequently, clear your browser cookies
3. Check your browser isn't blocking cookies

Access Denied

Symptoms: "Admin access required" or similar message.

Solutions:

1. You may not have permission for that feature
2. Check your assigned roles with your administrator
3. Request additional access if needed

Import Issues

Import Fails to Start

Symptoms: Nothing happens when clicking Import, or the modal doesn't open.

Solutions:

1. Ensure your file format is supported (CSV, XLSX, XML)
2. Check file size isn't too large (try splitting into smaller files)
3. Refresh the page and try again

Field Mapping Problems

Symptoms: Data appears in wrong fields after import.

Solutions:

1. Check your column headers match expected names
2. Use the Core Field Overrides to manually select ISBN and Publisher columns
3. Click "Re-run CSV Validation" after making changes
4. Download the generated ONIX to preview before importing

Duplicate Records Created

Symptoms: Same books appear multiple times.

Solutions:

1. Enable "Skip Existing Records" before importing
2. Ensure ISBNs are consistent (no leading zeros missing, no hyphens)
3. Check that existing books have ISBNs filled in

Missing Data After Import

Symptoms: Books imported but some fields are empty.

Solutions:

1. Check that the relevant plugin is enabled (e.g., Content, Subjects, Contributor)
2. Verify your source file has data in those columns
3. Check column names match expected mappings

ONIX Validation Errors

Symptoms: Import shows validation errors for ONIX files.

Solutions:

1. Check the ONIX version matches (2.1 vs 3.0)
2. Verify required fields are present (ISBN, Title, Publisher)
3. Look for invalid codes (format, language, subject)
4. Check XML is well-formed (no unclosed tags)

Export Issues

Export Takes Too Long

Symptoms: Export seems stuck or times out.

Solutions:

1. Try exporting fewer books at once
2. Use filters to create smaller batches
3. Check your internet connection

Missing Data in Export

Symptoms: Exported file has empty fields.

Solutions:

1. Ensure books have the data filled in
2. Check books are set to "Published" status
3. Verify the export type includes those fields

Shopify Export Errors

Symptoms: Validation errors when exporting for Shopify.

Solutions:

1. Ensure all books have: Title, ISBN-13, Price, Publisher
2. Fix incomplete books before exporting
3. Check price values are numeric

Book Management Issues

Can't See Books

Symptoms: Books page is empty or missing expected books.

Solutions:

1. Check your filters - click "Clear Filters"
2. If you're a Publisher user, verify you're assigned to the right publishers
3. Search by ISBN to find specific books

Can't Edit a Book

Symptoms: Edit button doesn't work or shows error.

Solutions:

1. Check you have Editor or Publisher access
2. If Publisher, ensure you're assigned to that book's publisher
3. Refresh the page and try again

Cover Images Not Showing

Symptoms: Books display without cover images.

Solutions:

1. Check the image URL is valid
2. Try re-uploading the cover
3. Verify image format (JPG, PNG supported)
4. Check image isn't too large

Changes Not Saving

Symptoms: Edits disappear after saving.

Solutions:

1. Wait for the save confirmation before closing
2. Check your internet connection
3. Look for error messages
4. Refresh and check if changes were actually saved

ONIX Feed Issues

Feed Won't Generate

Symptoms: Clicking Generate does nothing or shows error.

Solutions:

1. Check that books have been added to the feed
2. Ensure books have required fields (ISBN, Title, Publisher)
3. Verify the feed is set to Active

Generated File is Empty

Symptoms: ONIX file has no products.

Solutions:

1. Add books to the feed first
2. Check books aren't all filtered out by feed settings
3. Ensure books are set to Published status

Inbound Feed Import Fails

Symptoms: Import from URL or FTP doesn't work.

Solutions:

1. Verify the source URL or FTP credentials
2. Check the ONIX file is accessible
3. Ensure the file is valid XML
4. Look for network/firewall issues

Stock Issues

Stock Levels Not Updating

Symptoms: Changes to stock don't save.

Solutions:

1. Press Enter after editing inline
2. Wait for the confirmation before moving on
3. Refresh and verify the change saved

Stock Import Fails

Symptoms: CSV import doesn't update stock.

Solutions:

1. Check ISBN format (no hyphens, correct length)
2. Verify required columns: ISBN, Currency, Price_Inc, Stock
3. Ensure ISBNs match existing books

Performance Issues

Pages Load Slowly

Symptoms: OnixFeed is sluggish.

Solutions:

1. Reduce page size (show fewer items per page)
2. Use filters to narrow down results
3. Clear browser cache
4. Check your internet connection

Browser Freezes

Symptoms: Browser becomes unresponsive.

Solutions:

1. Avoid loading "All" items - use pagination
2. Close other browser tabs
3. Try a different browser
4. Clear browser cache and cookies

Getting More Help

If these solutions don't resolve your issue:

1. Check the error message - Note the exact wording
2. Note what you were doing - Steps to reproduce the problem
3. Take screenshots - Visual evidence helps
4. Contact support - Visit support.onixfeed.com

When reporting an issue, include:

• What you were trying to do
• What happened instead
• Any error messages
• Your browser and device type

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