Synchronization is not working — checklist

Keep this principle in mind before anything else:

The most common synchronization failure produces no error. It produces silence. A product rejected at the entry point never enters the queue, so there is nothing to inspect. An empty queue does not mean “everything was sent”; it often means “nothing got in”.

Step by step

The whole channel has stopped — five checks

1. Go to Integrations → Integrations, tab My integrations. Check the switch in the top-right corner of the connection tile. If it is off, everything is stopped (cause 1 below).
2. Open the connection and click Test in the header. Connection OK rules out an access problem; Connection error ends the search here.
3. Go to Integrations → Integrations → Force synchronization (the Synchronization panel). Find the channel row and check Next sync.
4. Disabled in that column means offer-download automation is off. It will not switch itself back on — see cause 4 below. Turn it on with the switch in Actions; the system confirms Synchronization enabled for …. Note: the Problems tile above the table does not show channels with automation turned off; it lists only connection errors.
5. If automation is running but nothing moves, check the warehouse mapping (cause 3) and the Stock and products stage on the connection screen.

One product is not moving — check whether it entered the pipeline

1. Open Synchronization console — where to see what is happening and the Check one product card.
2. Enter the EAN and click Check.
3. An empty result is still a result. It means the product never entered the queue and was rejected at the entry point. Check causes 5–7 below: offer link, duplicate offer, exclusion.
4. If there are entries, read their status. Permanently failed means all retries are used; it will not move on its own. Skipped means the channel had nothing to update.
5. The This item now section has a Listed column. No marker for the channel where the product should appear points to cause 5 (unlinked offer).

Before escalating

1. Gather three details: channel name, product EAN, and the time window you checked (the console defaults to 24 hours).
2. Check the same EAN in 7 days. A problem that seems constant may have been a one-off spike.
3. Note whether the result was empty or had Failed / Permanently failed entries. Those are different faults with different places to investigate.

Identify the scope first

The whole channel has stopped

1. Connection inactive. The switch on the connection stops everything.

2. Sync marketplace listings is off. This turns off both directions, including offer downloading. The label describes only half of it.

3. No active warehouse mapping with stock synchronization enabled. The channel is then skipped entirely and silently (Mappings — warehouses, carriers, price lists, categories).

• A mapping to another company’s warehouse counts as no mapping: its stock is not sent to the channel, and the only trace is a warning in the log. Map a warehouse belonging to your company.

4. The channel is returning errors. After each failed download, the system delays the next retry progressively, up to one hour, without disabling the schedule. After five consecutive failures, the channel is marked as an error. Check the error count and latest message (Switches that stop an entire channel).

One product is not moving

5. The offer is not linked to the product. Most channels send nothing without a link (Linking a listing to a product — without it, nothing gets sent).

6. An ended or blocked duplicate offer blocks the live offer entry (Marketplace offer — our local mirror of a listing).

7. The product is excluded for this channel–country pair (Offer exclusions — stock rules per product and channel).

Orders are not arriving

8. No schedule entry. Order import runs only from a schedule created by an administrator. Without one, nothing arrives and the system does not notify you (Importing orders from a marketplace).

New deployment

9. A setting is missing. If a value has not been saved for your connection, the system treats the setting as invisible. A job that checks it skips the connection, writing at most a warning to the log. In the admin panel, this looks just like missing configuration (Sales channel — integration, connection, and setting).

If none of the above applies

Check the items visible in the console (Synchronization console — where to see what is happening):

• Permanently failed items — retries are exhausted and a decision is needed.
• A task with no heartbeat — the channel stopped responding mid-run.
• Marketplace rate limits — the channel is throttling throughput, so sending slows down but does not stop.

What not to try

Repeatedly clicking “Sync now” will not help. Manual runs follow the same path as automatic ones and respect all rules. If a product is rejected at entry, clicking will not make it pass (Forcing synchronization — start it manually).

This also applies to Process queue now in the console. It starts processing items already waiting in the queue; it does not add anything. Clicking too often returns: “Already triggered just now — give it a minute.”