Troubleshooting

Short fixes for problems that come up after the app rebuild. If you are stuck, contact us with your publisher name and ISBN.

Symptom	What to try
Sign in fails	Confirm email and password; caps lock; ask your administrator to reset the password
After login you see almost no menu	Your scopes may be read-only - you should still see Books if you have Read catalogue
Redirected away from a page	You may lack the scope (for example inbound feeds need Run ONIX import)

There is no self-service password reset.

Books look missing

Use the publisher switcher - titles may sit under another assigned name. See Publishers.
Clear filters on Books.
Search by ISBN, not only title.
If you still cannot find a title that exists on another imprint, you are out of scope. The API treats that as not found - it will not confirm another publisher’s book.

Save Changes before you click Validate. Checks use the last saved record.
Run each button separately: Check schema, Check PASA readiness, Check store readiness.
PASA “needs attention” is a readiness report, not certification. See Validation.
Supply price/availability must be on the Supply tab for the market you trade.

Symptom	What to try
Validator offline	You can still upload; treat XSD warnings carefully
Many skips	Open the skip breakdown - existing ISBNs, invalid identifiers, or sectioned update on titles that are not in the catalogue
Sectioned update changed nothing	The ISBN must already exist; use Full import for new titles
Covers missing after import	Media jobs can finish later; check Collateral / media mode; wait and refresh the book
CSV import looks wrong	Use OnixFeed CSV headers (or a known BDS sheet). Arbitrary layouts are not mapped.

Outbound

Confirm books are assigned (Manage Books or bulk Add to ONIX Feed).
Click Generate after you edit titles.
If Auto Validate fails, fix the title with book validation, then generate again.
Copy URL / Publish FTP only work when delivery mode includes URL or FTP.

Inbound

Click Validate before Import now.
Preflight XSD warnings may still allow Import anyway when structure is OK.
Check Source type (URL vs FTP) and that the file is reachable.
Hub vs spoke import mode is an administrator setting - wrong mode can attach titles to the wrong publisher. See Getting started for administrators.

Price not in ONIX or CSV: edit Supply for that market, then regenerate the feed or the Woo channel CSVs.
Woo import fails: API URL, Woo access key, and collection key must match. Generate CSVs on the Woo channel in store collections, then import in WordPress in order (books last).
Shopify connect fails: data host (for example mybooks.data.onixfeed.com) and publication key from that Shopify channel. See Shopify.
Shopify products stay draft: shop prices must include tax, currency must match the channel market, and Supply must have a price for that market. Then Sync now.

Symptom	What to try
Admin → Backups list is empty	Click Run backup now. If that fails, ask your systems administrator to confirm the daily backup job
Restore attached every title to one imprint	Re-import with Hub - resolve from ONIX. See Backups

Narrow Books with search or filters instead of Show: All on a large catalogue.
Prefer sectioned ONIX updates over re-importing an entire file when you only need Supply or titles.