What should I do if my Stock Sync is not working?

If Stock Sync is completely stuck, running slowly, or failing to process, use this checklist to pinpoint and resolve the issue.

Immediate Quick Fixes

• Stuck Sync: If a sync job appears permanently stuck or frozen in the queue, cancel the process and click Force Start / Start Process to restart it.
• Shopify Discrepancy: If the Stock Sync log looks correct but your Shopify store displays different numbers, run a Force Start to re-trigger the push to Shopify.
• Multi-Warehouse Rules: If you use multiple warehouse locations, create a dedicated, separate feed for each location to avoid conflicting quantity updates.

Connection & Source Errors

• File format detection errors may occur if the feed file changes unexpectedly—reselect the correct format or confirm the file is accessible.
• Quantity warnings (for example, over 80% of items detected as zero) can halt the sync until reviewed. This includes the 99% halt detected message, which stops a feed when almost all quantities appear as 0 due to an empty or incorrectly mapped file.
• File source or structure issues: Errors such as "Check feed file and parent node mapping" or XML structure mismatches may require correcting the parent node mapping or switching from API to direct URL import.
• Auto-detect failures: If Stock Sync cannot auto-detect a file format, reselect the correct format manually or use direct URL import if the file is already accessible.
• Access blockers: External services like Cloudflare may block Stock Sync connections. Whitelisting app.stock-sync.com or temporarily lowering security can resolve this.
• Hitting store or plan variant limits may prevent the feed from updating.
• Incorrect mapping, duplicate quantity mappings, outdated formulas, or metafield type changes may cause unexpected sync issues. In some cases, metafield types may be cached; removing and re‑adding the metafields or feed can resolve the problem.

Additional troubleshooting for feeds that stop syncing

• Check the processing log for the exact error and try a manual run. If the manual run also fails, investigate the source file or connection.
• A schedule can be disabled after 24 consecutive processing failures. Resolve the underlying error before restarting the feed.
• For FTP/SFTP/HTTP feeds, verify the host, directory, file name, permissions, username, and password with the supplier. A successful connection test does not always confirm that the configured connection method is correct; in one case, changing Download URL to Rest API restored file access.
• For “Timeout while connecting to Source HOST,” ask the supplier to check server availability and connection details.
• If the file exists but intermittently reports “File not exist in directory,” the supplier may be overwriting it while Stock Sync reads it. Confirm the upload time and schedule the feed after the upload finishes, such as every 1:20 or 1:30 instead of hourly.
• If only some variants fail to update, compare sample SKUs with the source file and verify that their identifiers and quantity values are present and correctly mapped. If the source values match the updates, review the source data.

System Outages & Server Traffic

• High Traffic & Queue Delays: Occasionally, feeds may queue longer or run slowly due to high server traffic or global cloud disruptions (like AWS outages).
• What to do: These incidents are handled directly by our backend team, and your feeds will resume automatically once resolved. If multiple feeds stop at once, wait a short while before retrying.

Need Support? If the issue persists, please contact our support team. To speed up troubleshooting, provide them with:

• Feed Name or ID
• A few sample SKUs or Barcodes
• A brief description of the error and what you expect to see

Updated on: 05/08/2026