Articles on: Frequently Asked Questions (FAQ)

How to handle missing images?

Common Reasons Images May Be Missing

If product images do not appear after import, check the following:


  • Ensure the image URLs in the feed are valid and publicly accessible.
  • Confirm URLs use the correct protocol (for example, HTTPS if required by the store platform).
  • Verify the Image URL field is mapped to the correct column in the feed.
  • If multiple image URLs are provided, ensure the Image Column Separator matches the file format. For example, change the separator from Auto to a pipe (|) if commas appear inside the image URLs.


1. First Import (Initial Upload)

When images are imported for the first time, all selected images are added to the system.


Example:

- image1.jpg
- image2.jpg

Result:

- image1.jpg
- image2.jpg


  • Skip Existing Images


Disabled


When Skip Existing Images is disabled, the system does not check for duplicates.


Behavior:

  • Existing images may be re-imported.
  • Duplicate images can occur.


Example Input:

image1.jpg, image2.jpg


Result:

- image1.jpg
- image2.jpg


Note: If the same images are uploaded again, they may overwrite or duplicate depending on system rules.



Enabled


When Skip Existing Images is enabled, the system checks for already existing images and imports only new ones. Use this setting to upload only missing images after an initial import.


For products with duplicate records or multiple variants sharing the same product identifier, also enable Update duplicate products with same product identifier in the Product Identifier settings. This allows the update feed to apply the image update to the duplicate products instead of updating only the first variant.


Behavior:

  • Existing images are skipped.
  • Only new images are added.
  • Duplicate products with the same product identifier are updated when the duplicate-product option is enabled.


Example Input:

image1.jpg, image2.jpg, image3.jpg

Result:

- image1.jpg
- image2.jpg
- image3.jpg (new)


Upload only missing images

  1. Create or use an Update feed containing the product identifiers and image URLs.
  2. In the Image settings, select Skip existing images, import new images.
  3. If the product has duplicate records or multiple variants with the same product identifier, enable Update duplicate products with same product identifier.
  4. Run the update feed, preferably as a test for a sample product first.


If the missing images are not included in the relevant variant row, the update may not add them. If the update does not work, check the feed’s variant grouping and image values; re-importing may be required to group the variants correctly.



Issue might happen when the skip existing images enabled


If duplicate images exist in the update source and Skip Existing Images is enabled, duplicates may still be imported as new entries.




Behavior:

  • Duplicate files are treated as new uploads.
  • Multiple copies of the same image can appear.


Example Input:

image1.jpg, image1.jpg, image2.jpg, image2.jpg, image3.jpg


Result:

- image1.jpg
- image1.jpg (new)
- image2.jpg
- image2.jpg (new)
- image3.jpg (new)

Total Images: 5


Solution to solve the duplicate images issue



When both Replace Images and Skip Existing Images are enabled, the system performs a full refresh. (Recommended for Clean Re-import)




Behavior:

  1. Clears all existing images.
  2. Reimports all images as new.
  3. Prevents duplicates and ensures a clean image set.


Example Input:

image1.jpg, image2.jpg, image3.jpg


Process:

  • Clear all existing images
  • Reimport all images


Result:

- image1.jpg (new)
- image2.jpg (new)
- image3.jpg (new)




Troubleshooting Sequence for Missing Images


  1. Compare affected SKUs: Select an affected SKU and compare it with a working SKU. Confirm the corresponding feed row contains a valid image value and is not excluded by filters. A product may have an image while a particular size or color variant does not; if the image is not present on that variant row, an update may not add it.
  2. Verify URL accessibility: Ensure the image URL is direct and publicly accessible without logins, cloud locks, or geo-blocking.
  3. Check field mapping: Confirm the image field is mapped to Product Images. If image data spans multiple XML fields, combine them in the mapping settings.
  4. Fix parsing and formatting: Set the Image Column Separator to | if URLs contain commas. If paths begin with //, enable Smart Settings to prepend https:.
  5. Check variant grouping: If sizes or colors were imported as separate products, verify that Variant group is mapped in addition to the size and color fields. Incorrect grouping can prevent an image update from reaching the expected product or variant.
  6. Test sample batches: Run a test import or update on 2–3 SKUs. For large catalogs, process items in smaller batches to avoid server timeouts.
  7. Use an image-only update feed: For existing Shopify products, create an Update Feed and select Skip existing images, import new images in Smart Settings.



Common Causes & Solutions


  • Missing HTTPS Prefix: If URLs begin with //, enable Smart Settings to prepend https:.
  • Image Proxy / Remote Image Errors: If logs show Error getting remote image or Unsupported Media Type, disable Use image CDN in feed settings.
  • Comma Separators in URLs: Change the Image Column Separator from Auto to | (pipe) to parse URLs containing commas correctly.
  • Multiple XML Image Fields: Combine split XML image nodes using JMESPath:
  {{data | jmespath: '[ItemImageLargeUrl, AlternateItemImages.Img[].Url || AlternateItemImages.Img.Url ][]' | json}}

Server Timeouts / Batch Limits

  • Cause: High-volume imports may trigger supplier rate limits or connection timeouts.
  • Recommended Action: Reduce the batch size to 300 products per run in your feed settings.


Preview Shows -

  • Cause: Log previews may truncate or hide URL strings as - for display formatting.
  • Recommended Action: Ignore the - in preview mode and test 2–3 SKUs to confirm the actual import status.


Geo-blocked or Restricted Server

  • Cause: The supplier server blocks automated requests based on region, IP, or session.
  • Recommended Action: Whitelist Stock Sync IP (52.20.189.51) and confirm Shopify servers have public access to the files.


Unsupported Endpoints

  • Cause: Field links to ZIP files, HTML web pages, or token-restricted API endpoints.
  • Recommended Action: Request direct, static image file URLs (e.g., .jpg, .png) from your supplier.




  1. Verify Source Data: Confirm the source file contains complete, publicly accessible URLs correctly mapped to Product Images. To exclude products without images, configure an incoming-feed filter that requires the image field to be present and non-empty. Check the corresponding row for each variant, because a product may have an image on one size or color row but not another.
  2. Review other filters and grouping: Keep the image filter together with the required SKU, size, tag, or other filters. If variant grouping is enabled, map Variant group as well as the size and color fields; empty grouping fields or an empty required field can exclude otherwise valid products.
  3. Run Sample Test: Execute a test sync on 2–3 SKUs before running a full catalog import.
  4. Review Import Logs: Check the feed change log for specific URL retrieval errors or status codes.
  5. Import or update images safely: For new products, use an Add feed with the image filter enabled. For existing products, create an Update Feed containing the product identifier and image URL, map Product Images, and select Skip existing images, import new images. This adds missing images without replacing existing ones. If the missing image is not present in the relevant variant row, the update may not add it; correct the source data or variant grouping first.

Updated on: 21/08/2026

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