Sync Issues

Troubleshooting Shopify sync problems

Last updated: 17th January 2025

Sync Issues

Having trouble with data syncing? Here are solutions to common problems.

Sync Not Running

Problem: Data isn't syncing automatically.

Solutions:

  1. Check sync status in Settings > Sync Preferences
  2. Verify CostSync is still connected to Shopify
  3. Try triggering a manual sync
  4. Check for any error messages

Sync Stuck in Progress

Problem: Sync shows "In Progress" for extended time.

Solutions:

  1. Wait up to 30 minutes for large syncs to complete
  2. If stuck longer, refresh the page
  3. Contact support if sync is stuck for over an hour

Products Not Syncing

Problem: New Shopify products don't appear in CostSync.

Solutions:

  1. Product sync runs hourly by default
  2. Trigger manual sync: Sync > Products
  3. Check if products are published (draft products may not sync)
  4. Verify products aren't filtered out

Orders Not Syncing

Problem: New orders don't appear in CostSync.

Solutions:

  1. Order sync runs every 15 minutes by default
  2. Trigger manual sync: Sync > Orders
  3. Check order status - only certain statuses sync
  4. Verify date range includes the order date

Connection Lost

Problem: CostSync shows disconnected from Shopify.

Solutions:

  1. Go to Settings > Connection
  2. Click Reconnect
  3. Re-authorize CostSync in Shopify
  4. If issues persist, reinstall the app

Partial Sync Failures

Problem: Some items sync, others fail.

Solutions:

  1. View sync history for error details
  2. Common causes:
    • API rate limits
    • Invalid product data
    • Network timeouts
  3. Failed items usually retry automatically

Duplicate Data

Problem: Products or orders appear duplicated.

Solutions:

  1. This is rare - check if you're seeing variants vs products
  2. Clear browser cache and refresh
  3. Contact support with specific examples

Sync Taking Too Long

Problem: Sync is very slow.

Solutions:

  1. Initial sync can take time for large catalogs
  2. Subsequent syncs are incremental (faster)
  3. For stores with 10,000+ products, allow several hours for initial sync

Manual Sync Rate Limits

Problem: "Please wait" message when trying to sync.

Solutions:

  1. Manual syncs are limited to prevent API abuse
  2. Wait 5 minutes between manual syncs
  3. Automatic syncs are unaffected

Checking Sync History

View detailed sync information:

  1. Go to Settings > Sync Preferences
  2. Click View Sync History
  3. See:
    • Timestamp
    • Type (Products/Orders)
    • Status
    • Items processed
    • Errors (if any)

API Permission Issues

Problem: Sync fails with permission errors.

Solutions:

  1. CostSync may need re-authorization
  2. Go to Shopify Admin > Apps > CostSync
  3. Review and accept any new permissions
  4. Contact support if issues persist

Still Having Issues?

Contact support with:

  • Sync history screenshot
  • Error messages
  • Store size (approximate product/order count)
  • When the issue started