How to Troubleshoot Issues with the Sync Process

If you are experiencing problems with the sync process in Stock Sync, here are the key steps and scenarios to help you troubleshoot effectively.

When the Sync Result Is "0 Updated"

A sync showing "0 updated" does not always mean there is an error. It can happen when no product data has changed since the previous sync.

However, if you expected updates:

• Check your field mapping to ensure the correct columns are linked.
• Review filters to confirm they are not excluding items unintentionally.
• Stock Sync does not send notifications for zero-update results, so checking the Sync Logs is recommended.

When the Sync Cannot Connect or Fails Unexpectedly

If your sync cannot connect to the supplier or server:

• Confirm the connection type being used.
• Verify with your supplier if anything changed on their side.
• If you edited DNS records, validate that your store’s endpoints still resolve correctly.
• Some issues may resolve from the supplier's side without changes within Stock Sync.
• If the sync fails intermittently with errors like "file not exist", check whether your supplier overwrites the feed file on a schedule. A timing collision can occur if the sync runs while the file is being replaced; adjusting the sync schedule (e.g., to every 1:20 or 1:30) can prevent this.

When the Schedule Stops Running

If your automated sync suddenly stops:

• Ensure the automation is still enabled.
• In certain periods, internal system issues may have caused WooCommerce schedules to pause—these have been fixed.
• If no failure notification was received, it may have been due to a past system-level routing issue. Notification handling has since been patched.

When You Need to Run Sync Manually

• You can run a sync anytime by clicking Start Process.
• Preview sync does not update your store; only real sync does.
• On the Free plan, syncs must be triggered manually.

When Sync Seems Slow or Not Instant

Some changes require a few minutes to process and appear store-side. If unsure, check the Sync Logs or test a single SKU.

When Using Two-Way Sync

Stock Sync supports two-way syncing, but requires:

• One Update feed (e.g., Google Sheets → Shopify)
• One Export feed (e.g., Shopify → Google Sheets)

These must not run at the same time to avoid conflicts.

When Metafields Cause Sync Issues

If you recently changed metafields:

• Cached metafield types may cause errors.
• Removing and re-adding the feed can refresh these definitions.

When Products Are Missing or Filtered Out

If many products show as "not found":

• Check your filters; disable them temporarily.
• Review whether variants are excluded by quantity-based or tracking-based filters.
• Ensure your source file actually contains the missing SKUs.

When Sync Does Not Update Due to Store Restrictions

For WooCommerce:

• Stock Sync uses the WooCommerce REST API.
• If using plugins that restrict access (e.g., password-protected categories), ensure the plugin allows access through REST API.

If issues persist after these steps, contact support with:

• A sample SKU
• Current feed name
• A screenshot of mapping and filters

This helps us diagnose the issue quickly and accurately.

Updated on: 13/07/2026