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# Troubleshooting when your feed is not updating!

If your feed is not updating as expected, here are the most common issues and how to resolve them.

## 1. Source URL Not Accessible
If your feed is imported from a URL and is not updating, the URL may be inaccessible from our servers. In some cases, suppliers need to whitelist our IP address.

* Try accessing the feed URL directly in your browser.
* Ensure the link points to an actual downloadable feed file (CSV, XML, TXT) and not a general website homepage or PDF reference.
* If it loads for you but not for us, ask your supplier to whitelist our IP: **52.20.189.51**.

## 2. Feed File Is Empty
If the feed URL loads but contains no data, the feed will not update.

* Download the feed file again or request a new file from your supplier.
* Verify the file contains the expected rows and columns.

## 3. Incorrect or Changed File Structure
If the feed headers or structure change, updates may fail.

* Check the feed mapping and ensure the column names in the file match the mapping.
* Look for errors such as "No matches" which indicate mapping mismatch.

## 4. SFTP Connects but the File Does Not Load
A successful SFTP connection does not always mean that Stock Sync can load the intended file. If the file listing is unavailable, empty, or the feed reports **No matches**, verify the complete file path and filename, including capitalization and the correct directory. The SFTP account must also have permission to access that file.

* Confirm the host, port, username, authentication method, and file path in Step 1.
* Check the file directly with an SFTP client such as FileZilla or WinSCP to confirm that it is visible and contains the expected data.
* If the file is visible but Stock Sync cannot load it, provide a sample SKU or barcode that should be updated so the specific row can be checked.

## 5. Incorrect Credentials (FTP / API)
For FTP, SFTP, or API-based feeds, incorrect credentials will prevent updates.

* Recheck the username and password, or SSH key authentication details.
* Use **Test Connection** in Step 1: Feed manager to confirm access.

## 6. Preview Sync Was Used
A Preview Sync does not apply updates. It only shows potential changes.

* If your last run says "Preview Sync", click **Start Process** to run the actual update.

## 6. Product Identifier Mismatch
If the chosen identifier is missing in your store (e.g., missing SKU), items cannot update.

* Ensure the identifier values in the feed exactly match those in your store. Even hidden characters such as leading apostrophes (') or spaces can prevent matching.
* Remove any unintended prefixes or characters in the feed using Smart Settings if needed.
* Change the Product Identifier in Step 2: Matching column to an existing field such as **Product Title**.
* Remap the identifier accordingly and run a **Full Sync**.

## 7. Changes Were Made to Source Settings
If settings were changed recently or the distributor updated their API or feed format, updates may fail.

* Review Step 1 connection settings.
* Check if the provider has updated URLs, endpoints, or authentication methods.

## 8. Feed Queued for Too Long
If your feed stays in the **Queuing** status for an unusually long time, it typically indicates a connection delay or a schedule bottleneck.

* **Check File Accessibility:** Ensure the source file is accessible and contains valid data.
* **Manual Refresh:** Attempt to manually refresh the feed or reload the source file to trigger a status update.
* **Email Connection Exception:** 
    * The **Email** connection method operates strictly on intervals determined by your monthly subscription plan.
    * If a new email is received before the scheduled update time, the feed will remain in the queue until the next interval.
    * **Activity Log:** You can verify the "Previous Run Time" and "Next Scheduled Run Time" within the **Activity Log** to confirm when the process will execute.

## 9. Email Feed Not Updating (Missing or Invalid Attachment)
When using the Email with Attachment method, feeds may fail to update if:
* The supplier sends an email without the actual file attachment
* The attachment has an invalid file extension
* The supplier changes the file format (e.g., CSV → different structure)
* The feed connection method was changed (Email with URL → Email with Attachment) and the email was not resent

Steps to fix:
* Check the email log to confirm whether an attachment was received
* Ask the supplier to resend the attachment to the feed email address
* Verify the attachment uses a supported file format
* Adjust mapping if the file structure has changed

## 10. Unsupported or Non-Downloadable Source Links
Some suppliers provide links that cannot be processed automatically:

* Pages that require clicking a button to download the file.
* Links that load via JavaScript instead of serving a direct downloadable file.
* Feeds requiring a connection method not supported by the source.

In these cases, request a **direct downloadable URL** from your supplier.

## 11. Supplier Blocking Access (429 or Region Block)
If you encounter a 429 "Too Many Requests" error or region/IP blocking:

* Contact the supplier to remove rate limits or whitelist our IP address: **52.20.189.51**.

## 12. Incorrect Auto File Settings
If the feed suddenly stops updating without errors, try disabling **Auto File Setting** in the file configuration. This may resolve unexpected file reading issues.

## 13. Request Technical Review
If everything appears correct and the feed still does not update:

* Contact support and share the feed name.
* Provide a sample SKU and expected stock value for verification.

These steps should help identify and resolve most causes of a feed not updating.

## 14. Supplier Server or Network Issues
Feeds may fail to update due to supplier-side issues such as DNS errors, timeouts, or firewalls blocking our servers.

* Confirm with the supplier whether their server might be blocking external connections.
* Check if the URL returns a timeout or connection failure from our system.
* Request an alternate feed URL if available.

## 15. Import Stopped Due to Credit Limit
If the feed stops mid‑update, it may be due to running out of credits.

* Check your credit balance in the dashboard.
* Add credits and re-run the update to continue importing remaining products.

## 16. Additional Situations That May Prevent Updates
* **Multiple feeds running error**: If you see a "Multiple feeds are running" message, allow ongoing processes to complete before starting another. Editing or running feeds simultaneously can cause temporary lockouts.
* **Cached metafield types after changes**: If metafield types are updated in Shopify, the previous type may be cached temporarily and cause sync issues. Remove and re-add the metafield mapping or feed to reset the type.
* **Filters blocking updates**: If the feed shows 0 added/updated items, temporarily clear all filters and test again. Incorrect or outdated filters may block matching products.
* **Incorrect or outdated file path pattern**: If suppliers change file naming formats, update the filepath pattern (e.g., SFTP patterns like `*_export_%Y-%m-%d_*.csv`) to match the new format.
* **Email feed routing conflicts**: If multiple feeds use the same email address, attachments may route to the wrong feed. Assign unique email addresses or unique subjects to ensure correct routing.
* **Copied feeds resetting inventory location**: When duplicating a feed, the inventory location may reset to the default. Always recheck the location setting after copying a feed.
* **CSV file misread due to incorrect row or column separators**: If fields display unexpected characters, adjust the row or column separator in Step 1 and test again.
* **Spreadsheet sheet name changed**: If the source file's sheet name changes, the feed may read 0 products. Update the sheet name in the connection settings to match the file.