If you are configured as a contact person that can receive an email alert when your catalog compilation is in error, here are the steps you will need to follow to troubleshoot the feed.
1. Type of errors you can encounter
There are 3 mains categories of errors you can have.
Error linked to the data in your feed:
- Some elements do not respect the specifications defined by Google Shopping that Sensefuel is mainly using
Errors linked to the data processing:
- Your file is empty
- The encoding is not supported
- The type of your file is not recognized
- CSV headers are invalid
- Your file is unparsable
- Your CSV file is unparsable
- Your XML file is unparsable
- Your file contains an abnormally small number of articles
- Your file contains an abnormally small number of offers
- Your file contains duplicates of the "id" and "store_code" fields.
- Your file contains duplicates of the "id" field.
- Your file does not contain any product
Errors linked to the server access:
- The url of your server is unreachable
- The file is not found on your server
- Your server did not allow access
- Timeout from your server
- Your server returned an internal error
- The SSL certificate installed on your secured server (https) could not be verified
- Your domain name could not be resolved (DNS error)
2. Troubleshooting of the error
For this step, we need to filter all the error and their type by roots and files type:
- Elements that doesn't respect the Google Shopping specifications : go to step 3
- Your file is empty : we have downloaded the file but it's empty, contact your IT to understand why the file is empty
- The encoding is not supported : for CSV and XML files you have to use UTF-8, make sure you are using this encoding
- The type of your file is not supported : make sure we are either receiving .csv or .xml files in Sensefuel
- CSV headers are invalid : go to step 3
- Your file is unparsable : go to step 4
- Your CSV file is unparsable : go to step 4
- Your XML file is unparsable : go to step 4
- Your file contains an abnormally small number of articles : go to step 3
- Your file contains an abnormally small number of offers : go to step 5 (offer mode)
- Your file contains duplicates of the "id" and "store_code" fields. : go to step 5 (offer mode)
- Your file contains duplicates of the "id" field. : go to step 3
- Your file does not contain any product : go to step 5 (offer mode)
- Errors linked to server access : to be able to import your feed, Sensefuel needs to access the server, therefore you need to make sure that Sensefuel can access your feed at the configured adress in Sensefuel platform (HTTPS, FTP). Don't forget to ensure that our IPs addresses are whitelisted, to get the list contact your Customer Success Manager.
3. Errors linked to the feed's data
If you have received an email alert about your products data you will need to open the last failed compilation. This will help you to investigate and resolve the issue.
- Download your feed from the Sensefuel platform :
- Download the error report
- Unzip the error report, and identify the folder corresponding to the error type
- Open the txt file to find out the products that are in error and the cause of it
- Now that you have identified the product that are in error, you can open the file downloaded previously and observe the incorrect or missing information, you should contact the team in charge of generating the feed for Sensefuel in order to correct the information.
If you have an error with CSV header or duplicates ID, there will be no error report, thus you will need to directly open the last failed file and contact the team in charge of generating the feed for Sensefuel in order to correct the information.
4. File unparsable
An unparsable file means that Sensefuel have been able to download the file(s) but cannot read it.
You will need to check what is causing the error, you should ask your IT team's help, before launch a new compilation.
5. Offer mode related issues
For everything related to the offers, you have to open the offer file and then proceed as you would do if you have data's issues in your feed.
If you are facing particular errors in your offer mode, you can contact your Customer Success Manager