# Most common synchronization errors

Below is a list of the most common synchronization errors and how to fix them.

{% hint style="warning" %}
If any of the following happens, **contact Support directly**:

* The same error occurs **twice in a row**
* The issue persists after you fixed your feed
* The sync stays in **“Running” for more than 2 hours**
* You see repeated **“Unexpected Pipeline Error”**

When reaching out, please provide:

* Sync ID
* Timestamp
* Error message shown in the modal
  {% endhint %}

### **Generic pipeline error**

| What it means                           | What to check                          | What to do                                                        |
| --------------------------------------- | -------------------------------------- | ----------------------------------------------------------------- |
| A non-specific internal error occurred. | Nothing obvious in your configuration. | Retry sync. If it fails twice → contact Support with the sync ID. |

### **Data extraction error**

Pulling data from your feed or platform

| What it means                    | What to check                                | What to do                                               |
| -------------------------------- | -------------------------------------------- | -------------------------------------------------------- |
| We could not fetch your catalog. | Feed URL, API keys, permissions, metafields. | Test the feed URL, refresh credentials, then retry sync. |

### **Field processing or mapping Error**

| What it means                               | What to check                                                     | What to do                                                |
| ------------------------------------------- | ----------------------------------------------------------------- | --------------------------------------------------------- |
| Your catalog has missing or invalid fields. | Mandatory fields (ID, name, category, price…), attribute formats. | Fix your feed, update your mapping if needed, retry sync. |

### **Algorithm training error**

| What it means                           | What to check                                                 | What to do                                                             |
| --------------------------------------- | ------------------------------------------------------------- | ---------------------------------------------------------------------- |
| Ranking or ML processing could not run. | Missing key attributes (price, category), very small catalog. | Complete missing fields, ensure categories are consistent, retry sync. |

### **Catalog deployment error**

| What it means                  | What to check                 | What to do                                           |
| ------------------------------ | ----------------------------- | ---------------------------------------------------- |
| Catalog couldn’t be published. | Nothing specific client-side. | Retry sync. If repeated twice → escalate to Support. |

### **Empty feed (0 products)**

Volume Guard

| What it means                  | What to check                                       | What to do                                        |
| ------------------------------ | --------------------------------------------------- | ------------------------------------------------- |
| Your feed returned 0 products. | Feed URL, platform export, credentials, API limits. | Fix the feed → click **I fixed it** → retry sync. |

### **Unexpected drop in product count**

Large deviation >15%

| What it means                   | What to check                                          | What to do                                                         |
| ------------------------------- | ------------------------------------------------------ | ------------------------------------------------------------------ |
| Catalog size dropped unusually. | Missing categories, incomplete feed, connector issues. | Fix feed, retry. If drop is intentional → request “force publish”. |

### **Source change detected**

| What it means               | What to check                        | What to do                                              |
| --------------------------- | ------------------------------------ | ------------------------------------------------------- |
| Feed URL or source changed. | New URL, new API key, new file path. | Verify details and retry. One tolerance run is allowed. |

### **Missing mandatory fields**

| What it means                        | What to check                                   | What to do                              |
| ------------------------------------ | ----------------------------------------------- | --------------------------------------- |
| Key attributes are empty or invalid. | Product ID, price, category, availability, etc. | Fix fields in your source → retry sync. |

### **Credentials or access error**

| What it means                            | What to check                                             | What to do                       |
| ---------------------------------------- | --------------------------------------------------------- | -------------------------------- |
| We couldn’t authenticate to your source. | API keys, permissions, password protection, token expiry. | Update credentials → retry sync. |