Troubleshooting Guide

This guide helps you resolve common issues with Products Manager APP. For general questions, see the FAQ first.

Login and Authentication Issues

I cannot log in

Symptom: "Invalid credentials" message or blank page

Solutions:

1. Verify your credentials

   • Check email spelling (watch for extra spaces)
   • Password is case-sensitive

2. Reset your password

   • Click "Forgot password?"
   • Check inbox AND spam folder

3. Clear browser cache

   • Chrome: Ctrl+Shift+Del
   • Firefox: Ctrl+Shift+Del
   • Safari: Cmd+Option+E

4. Try incognito/private mode

   • Chrome: Ctrl+Shift+N
   • Firefox: Ctrl+Shift+P

My session expires constantly

Cause: Security settings or cookie issues

Solutions:

1. Check "Remember me" at login
2. Allow cookies for the ProductsManager domain
3. Disable extensions that block cookies
4. Verify your system time is correct

"Access denied" after login

Cause: Insufficient permissions

Solutions:

1. Verify your role with the administrator
2. Request necessary permissions
3. Confirm your account is not deactivated

Import Failures

File not recognized

Message: "Unsupported file format"

To convert to UTF-8:

1. Open with Notepad++ or VS Code
2. File > Encoding > Convert to UTF-8
3. Save the file

Encoding errors (strange characters)

Symptom: Characters like é instead of e, ’ instead of '

Solutions:

1. Specify encoding during import

   • Advanced options > Encoding > UTF-8 or Latin-1

2. Convert the file (Linux/Mac):

   iconv -f ISO-8859-1 -t UTF-8 file.csv > file_utf8.csv
   

3. Use Excel/LibreOffice

   • Open the file
   • File > Save As
   • Choose CSV UTF-8 format

Import stuck or very slow

"Invalid EAN" errors in bulk

Cause: Incorrect EAN format

Verification checklist:

• Exactly 13 digits (EAN-13) or 8 digits (EAN-8)
• No letters or special characters
• No spaces
• Valid check digit

Validation tool:

• GS1 Check Digit Calculator

Duplicate products created

Cause: Different EAN/SKU or update option disabled

Solutions:

1. Verify the key field (EAN or SKU) is correct
2. Enable "Update existing products" option
3. Clean up duplicates after import:
   • Products > Filter > Duplicates
   • Merge or delete duplicates

Export Issues

Export is incomplete

Symptom: Fewer products than expected

File rejected by platform

Shopify:

• Verify handles are unique
• Images must be HTTPS URLs
• Prices without currency symbol

WooCommerce:

• Use the correct import plugin
• Categories need full path
• SKUs must be unique

Amazon:

• Use official Seller Central template
• Verify Amazon categories
• Valid UPC/EAN required

Images not imported on target platform

Check:

1. URLs are publicly accessible

   • Test URL in a browser
   • No authentication required

2. Supported format

   • JPEG, PNG, GIF, WebP
   • Some platforms reject SVG

3. Optimal size

   • < 2 MB per image
   • Minimum 500x500 px

API Connection Issues

Error 401 Unauthorized

Cause: Token expired or invalid

Solutions:

1. Regenerate your API token
2. Verify format: Bearer <token>
3. Check token permissions

# Correct authorization header
Authorization: Bearer eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...

Error 429 Too Many Requests

Cause: Rate limit exceeded

Solutions:

1. Respect limits (100 requests/minute default)
2. Implement delays between requests
3. Use bulk endpoints for multiple operations
4. Contact support to increase limits

Error 500 Internal Server Error

Cause: Server-side error

Actions:

1. Retry after a few seconds
2. Verify request format is correct
3. Check response logs for details
4. Contact support if issue persists

Database Issues

Data not updating

Symptoms: Changes not reflected, stale data displayed

Solutions:

1. Refresh the page (F5 or Ctrl+R)
2. Click the "Refresh" button in the interface
3. Clear application local cache
4. Log out and log back in

Missing products or data

Possible causes:

1. Filters are active - Clear all filters
2. Products are archived - Check archive section
3. Permission restrictions - Verify your access level
4. Organization mismatch - Check you are in the correct organization

Sync conflicts

Symptom: Different data in ProductsManager vs external system

Resolution:

1. Identify the source of truth
2. Use manual sync to overwrite
3. Check sync logs for error details
4. Verify field mappings are correct

Performance Troubleshooting

Application is slow

Diagnostic steps:

1. Test your connection

   • speedtest.net
   • Minimum 10 Mbps recommended

2. Check your browser

   • Update to latest version
   • Disable unnecessary extensions
   • Clear cache

3. Optimize display settings

   • Reduce items per page (50 instead of 100)
   • Use filters to limit results

Search is slow

Solutions:

1. Use precise terms (EAN, SKU)
2. Combine with filters
3. Avoid short generic queries

Timeout errors

Message: "The request took too long"

Display Issues

Blank page or Error 500

Immediate solutions:

1. Hard refresh: Ctrl+F5
2. Clear browser cache
3. Try another browser
4. Check status: status.productsmanager.app

Interface is distorted

Data not refreshing

Solutions:

1. Refresh the page
2. Click the "Refresh" button
3. Clear local cache of the application
4. Log out and log back in

Common Error Codes Reference

Advanced Diagnostics

Collecting debug information

For support, prepare:

1. Screenshot of the error
2. Browser console (F12 > Console tab)
3. Network tab (F12 > Network tab)
4. Steps to reproduce the problem
5. Sample file (if import/export related)

Checking service status

• Status page: status.productsmanager.app
• Maintenance notices: Sent via email 48h in advance

Contact Support

Before contacting support checklist

• [ ] I have cleared browser cache
• [ ] I have tried incognito/private mode
• [ ] I have checked the service status page
• [ ] I have consulted the FAQ
• [ ] I can reproduce the problem
• [ ] I have prepared screenshots

How to contact support

Email: support@productsmanager.app

Information to provide:

• Your account email
• Description of the problem
• Steps to reproduce
• Screenshots
• Relevant files (anonymized if necessary)

Response times

Related Resources

• FAQ - Frequently asked questions
• API Authentication - API setup guide
• API Endpoints - Complete API reference
• Odoo Integration - Odoo sync troubleshooting
• Import Workflow - Import best practices