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Troubleshooting Sync Issues

If your products aren’t syncing properly, don’t worry. Most sync issues are easy to fix. This guide walks you through the most common problems and their solutions.

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Common Sync Problems & Solutions

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Products Not Appearing After Connection

Problem: You connected your platform, but products aren’t showing up in Alana. Solutions:
  1. Wait a few minutes — Initial syncs can take time depending on catalog size. Check back in 5-10 minutes.
  2. Check product filters — Some products may be hidden by filters:
    • Go to Settings > Integrations > Your Platform
    • Look for filter settings (e.g., “Only sync published products”)
    • Ensure filters aren’t excluding your products
  3. Verify product status in your store — Only published, active products sync:
    • Login to your store admin
    • Check that products are marked as published or active
    • Archived or draft products won’t appear in Alana
  4. Check for large images — If products have very large images (>50MB), they may skip:
    • Optimize images in your store (compress to reasonable sizes)
    • Trigger a manual sync
  5. Trigger a manual sync — Sometimes the initial sync needs a nudge:
    • Go to Settings > Integrations
    • Click your platform and select Sync Now
    • Wait for the process to complete

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Connection Expired (Authorization Required)

Problem: You see “Connection expired” or “Re-authorization required” message. Why it happens: Your platform authorization token has expired (usually after 6-12 months, depending on the platform). Solution:
  1. Go to Settings > Integrations
  2. Find your platform (you’ll see a yellow warning icon)
  3. Click Re-authorize button
  4. You’ll be redirected to your platform
  5. Approve the access request (same as the initial connection)
  6. Return to Alana—you’re re-connected!
Automatic sync will resume immediately once re-authorized.

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Sync Errors in Error Log

Problem: You see error messages in the integration details. How to view error details:
  1. Go to Settings > Integrations
  2. Click your platform card
  3. Scroll to Recent Activity or Sync Errors
  4. Click on an error to see full details
Common error messages and fixes:
ErrorCauseFix
API rate limit exceededToo many requests to your storeWait 15 minutes, then trigger manual sync
Invalid product dataA product has corrupted or invalid dataEdit the product in your store and save
Image not accessibleProduct image URL is brokenUpdate the image in your store
Permission deniedAlana lost access to your storeRe-authorize (see above)
Connection timeoutNetwork issue or store is downCheck store status, then retry sync

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Some Products Syncing, Others Not

Problem: Most products sync, but a few are missing. Likely causes:
  1. Product is archived/unpublished — Check status in your store
  2. Missing required fields — Product may lack a name or price
  3. Custom settings blocking it — Some platforms have product-level visibility settings
  4. Temporary sync error — Try manual sync again
Steps to debug:
  1. Note the product ID or name that’s missing
  2. Check the product in your store admin (is it published? does it have required fields?)
  3. Try editing the product and saving it again (triggers a re-sync)
  4. If still missing, contact support with the product ID

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Sync Frequency Not Working

Problem: You set auto-sync to “every hour” but changes aren’t appearing on schedule. Possible reasons:
  1. Manual sync in progress — Only one sync can run at a time. Wait for it to complete.
  2. Store outage — Your platform may be experiencing downtime. Check your store’s status page.
  3. API quota reached — Your store plan may have API request limits. Check your store settings.
  4. Network latency — Rare, but network issues can delay scheduled syncs.
What to do:
  • Trigger a manual sync to ensure connection is working
  • If manual sync fails, try re-authorizing
  • Check your store’s API usage and quota

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Viewing Sync History

To see a detailed record of all syncs:
  1. Go to Settings > Integrations
  2. Click your platform
  3. Scroll to Sync History
  4. View details:
    • Date and time of each sync
    • Products added, updated, deleted
    • Any errors encountered
    • Sync duration
Tip: Use sync history to understand patterns and troubleshoot issues.

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Checking Integration Status

A quick way to know everything’s working:
  • Green indicator — All syncs are healthy, no issues
  • Yellow indicator — Warning: manual intervention may be needed
  • Red indicator — Error: immediate action required
Click the status indicator to see what needs attention.

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When to Contact Support

Reach out to our support team if:
  • You’ve tried all troubleshooting steps and sync still isn’t working
  • You see repeated error messages you don’t understand
  • Your connection keeps expiring unexpectedly
  • You need help with a custom platform integration
  • Your store is on a plan that requires special configuration
Include in your support message:
  • Your workspace name
  • The platform you’re trying to sync
  • The error message (if applicable)
  • Screenshots of the issue
  • When the problem started
Our team typically responds within 24 hours.

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Next Steps

Last modified on February 16, 2026