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Troubleshooting: Products missing / outdated

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In this article, you will find potential solutions to bring products and information up-to-date in your Shopgate mobile website and apps.

 

To get started, choose your situation:

 

This is my first product import.

If this is your first attempt to import products into your Shopgate mobile shop, and your products are not showing up or partially missing, follow the troubleshooting steps here:

1. Is the Shopgate plugin/app connected correctly to my shop backend?

API connections need to be established before your products can be imported. Ping your plugin to see if it has been connected properly to your shop backend

 

2. Is the Shopgate plugin/app installed correctly?

All necessary information to install the Shopgate plugin/app can be found in our instructions. Simply choose your shopping cart system here:

3dCart AmeriCommerce BigCommerce commerce:SEO CoreCommerce
Cosmoshop Gambio ialla JooCart JTL Software
Magento Mauve Mailorder modified eCommerce OpenCart osCommerce
Oxid Pinnacle Cart plentyMarkets PrestaShop Shopify
Shopware Shopware 3.5 SOTE Swisscart Volusion
WooCommerce X-Cart xt:Commerce 3 xt:Commerce 4 (VEYTON) Zen Cart

 

3. Is the Shopgate plugin/app configured correctly?

After the Shopgate plugin/app has been successfully installed, a few configurations need to be in place. This normally includes:

  • Entering your Shopgate credentials in your shop backend
  • Entering the API key of your shop backend in your Shopgate Admin
  • Individual configurations (depending on your shop system)

Quick check of your Shopgate configurations:

Are my Shopgate credentials entered correctly in my shop backend?

Make sure to check if your Shopgate Shop number, customer number, API, alias, and/or CNAME have been entered correctly at the Shopgate plugin settings in your shop backend.

Is the URL to my shop backend entered correctly at my Shopgate Admin?

In many shopping cart systems, an URL for transferring information via API is needed. To enter this URL, navigate to Integration > Install Interface at your Shopgate Admin, then click on Actions > Edit on your interface.

This URL can be the URL to your shop backend admin page, or an URL modified for your shop and your shopping cart system. This is normally explained in the chapter "Establishing connection" in the instruction.

Do the plugin files have enough permission?

In some shopping cart systems, you need to grant "Write Permissions" to the Shopgate plugin files via your FTP program. This is normally explained in the chapter "Installing the Shopgate plugin" in the instruction.

 

All necessary information to configure the plugin/app can be found in our instructions listed in the table above.

 

4. Was the product import successful?

Did an error interrupt the product import process?

Product import can be interrupted due to errors. Find out a brief description of the error in your import history at your Shopgate Admin page. Checking for errors: Are products imported correctly?

What does the error mean?

Compare your error to our list for a quick diagnose: Understanding error messages in a product import

If you don't see the error listed in this list, email support@shopgate.com with your shop ID and the error code/description.

I have fixed the issue, now what?

After the issue is fixed, start a product import manually

How does the product import work?

For a more in-depth understanding of the import process, read How does Shopgate import my products & categories?

More information and resources

Developers, please find manuals and resources at the Shopgate Developer Center

 

Products showed up correctly before. I noticed that they have not been updated recently.

If you noticed that some of your products are not updated correctly or missing information, ask yourself:

1. Has there been a product import since I changed my products?

Your products are imported from your shopping cart system by default once a day to keep the inventory up-to-date. Check your import history to see when was your last product import.

If changes have been made after the daily import, wait for the next scheduled import process, or start a product import manually

 

2. Changes are not updated. What should I do?

A product import is finished but the changes are not reflected? It's possible that your changes have been cached. Try clearing your shop cache.

Please note that clearing shop cache does NOT affect your Shopgate apps. Changes can take up to 4 hours to show up in the apps.

 

3. Was the product import successful?

Product import can be interrupted by errors. Find out if an error has occurred and interrupted the product import

Compare your error to our list for a quick diagnose: Understanding error messages in a product import

After the issue is fixed, start a product import manually

 

4. Is there a newer version of the Shopgate plugin?

Update your Shopgate plugin to a newer version, if exists. However, before you do so, ask yourself:

Is my Shopgate plugin customized?

If your shop uses a customized Shopgate plugin, updating to a generic Shopgate plugin could make your shop functionalities broken and unstable. 

You are using a customized version if...

  • you have contacted Shopgate for making a 3rd party plugin to work in your mobile shop, or adding a special feature/function
  • Shopgate has sent you an adapted version of the plugin
  • the plugin file you installed has "adaption" in the name

To request an updated version for your shop, email Shopgate each time before updating with the following details:

 

All necessary information to update the Shopgate plugin/app can be found in our instructions. Make sure to follow the instructions to your shopping cart system here:

3dCart AmeriCommerce BigCommerce commerce:SEO CoreCommerce
Cosmoshop Gambio ialla JooCart JTL Software
Magento Mauve Mailorder modified eCommerce OpenCart osCommerce
Oxid Pinnacle Cart plentyMarkets PrestaShop Rakuten
Shopify Shopware Shopware 3.5 SOTE Swisscart
Volusion WooCommerce X-Cart xt:Commerce 3 xt:Commerce 4 (VEYTON)
Zen Cart        

 

5. Products are still not up-to-date? Send us an email!

If your products are still not up-to-date, submit a ticket below and provide examples of missing or outdated products.

For shops with an integration package, please make sure to provide access to your shopping cart system backend and your FTP server.

Please provide as much detail as possible to help us pinpoint the issue.

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