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Common Problems & Quick Fixes

80% of troubleshooting issues are solved here in 5-10 minutes.

Quick reference for the most common Synplex problems and how to fix them.

Problem 1: Inventory Numbers Don't Match Shopify​

Symptom Recognition​

You check inventory in Shopify and see different numbers than Synplex shows.

Example:

Shopify shows: 150 units on-hand
Synplex shows: 120 units on-hand
Difference: 30 units

Why This Happens​

Possible reasons:
├─ Data hasn't synced yet (manual sync will fix)
├─ Shopify changed inventory, webhook didn't catch it
├─ Manual sync running slow
├─ You adjusted inventory in Shopify very recently
└─ All fixable with manual sync

Quick Fix: 5 Minutes​

Step 1: Check the timestamp (30 seconds)

  • Open Synplex dashboard
  • Look for "Last Synced" or "Last Updated" timestamp
  • Is it older than 24 hours? → Skip to Step 3
  • Is it recent (< 24 hours)? → Continue to Step 2

Step 2: Trigger manual sync (5-10 minutes)

  • See: Manual Data Sync for detailed steps
  • Summary: Click "Sync Now" or "Refresh Data" button
  • Wait for sync to complete (usually 2-15 minutes)
  • Data updates in real-time as sync runs

Step 3: Verify data updated

  • After sync finishes, check inventory again
  • Should match (or be very close to) Shopify
  • If still different, go to Step 4

Step 4: If Still Wrong

Problem 2: Data Looks Really Old / Stale​

Symptom Recognition​

You notice Synplex data hasn't been updated in a long time.

Example:

You updated 3 items in Shopify today
Synplex still shows yesterday's data
Last Synced timestamp: 48+ hours ago

Why This Happens​

Possible reasons:
├─ Manual sync hasn't been triggered (you haven't clicked refresh)
├─ Auto-sync is running slower than usual
├─ Webhook missed some updates (rare)
├─ Connection is slow (bandwidth issue)
└─ Most likely: Just needs manual sync

Quick Fix: 3-5 Minutes​

Step 1: Check the last sync timestamp (1 minute)

  • Find the "Last Synced" timestamp in Synplex
  • Is it > 24 hours old? → Yes, data is stale
  • Is it > 72 hours old? → Might be connection issue, see Connection & Data Status

Step 2: Trigger manual sync (2-10 minutes)

  • Go to: Manual Data Sync
  • Click "Sync Now" or refresh button
  • Wait for sync to complete
  • Watch timestamp update in real-time

Step 3: Verify data is fresh

  • Check timestamp again
  • Should say "Just now" or "2 minutes ago"
  • Your recent Shopify changes should appear

Step 4: If Still Stale

  • Try clicking sync button again
  • If still doesn't update → See Connection & Data Status
  • If timestamp updates but data still old → Contact support

Problem 3: One Product Shows Wrong Quantity​

Symptom Recognition​

Most products look correct, but one specific product has wrong on-hand quantity.

Example:

Product: "Blue T-Shirt (Size M)"
Shopify on-hand: 45 units
Synplex on-hand: 20 units
Other products: All correct

Why This Happens​

Possible reasons:
├─ Webhook missed that specific product update
├─ You just updated it, not synced yet
├─ Product was excluded from last sync
├─ That inventory came from manual stock count in Shopify
└─ Usually webhook or sync timing issue

Quick Fix: 5-10 Minutes​

Step 1: Verify it's actually wrong (1 minute)

  • Open Shopify
  • Find the same product
  • Check on-hand quantity
  • Is it different from Synplex? → Yes, continue
  • Same as Synplex? → Might be your mistake, verify twice

Step 2: Check when Shopify was updated (1 minute)

  • When was the Shopify inventory last changed?
  • Was it within the last few hours?
  • Or was it days ago?
  • If it's within hours, sync hasn't run → Go to Step 3
  • If it's been days, might be sync issue → Go to Step 4

Step 3: Trigger manual sync (5-10 minutes)

  • Go to: Manual Data Sync
  • Click "Sync Now"
  • Wait for sync to complete
  • Check product quantity again—should update

Step 4: If Still Wrong After Sync

  • The product quantity should have synced
  • If it didn't, might be:
    • Sync still running (wait a bit longer)
    • Shopify API issue (contact support)
    • Configuration issue (contact support)
  • Contact support with: Product name, Shopify quantity, Synplex quantity

Problem 4: Multiple Products Showing Wrong Data​

Symptom Recognition​

Not just one product—several or many products have incorrect data.

Example:

10+ products all showing stale data
Or different data than Shopify across multiple items
Affects inventory, prices, or other metrics

Why This Happens​

Possible reasons:
├─ Bulk issue, not single product
├─ Data hasn't synced in a while (manual sync needed)
├─ You made bulk updates in Shopify (not synced yet)
├─ Webhook missed multiple updates
├─ Last sync was incomplete
└─ Almost always fixed by manual sync

Quick Fix: 10 Minutes​

Step 1: Check last sync timestamp (1 minute)

  • Find "Last Synced" timestamp
  • Is it older than 24 hours? → Definitely stale
  • Is it within 24 hours? → Might be recent updates not synced

Step 2: Trigger manual sync (5-10 minutes)

  • Go to: Manual Data Sync
  • Click "Sync Now" button
  • This is a bulk operation, may take longer (5-15 minutes)
  • You can keep working while it runs

Step 3: Wait and verify (2-3 minutes)

  • After sync completes, check several products
  • Quantities should match Shopify now
  • Data should look fresh

Step 4: If Still Wrong After Sync

  • Issue is broader than just needing sync
  • Might be:
    • Configuration problem
    • Mapping issue
    • Shopify API problem
  • Contact support with details

Problem 5: Metrics Seem Off​

Symptom Recognition​

Metrics (Reorder Qty, Days to Order, Grade, Safety Stock, etc.) seem wrong or counterintuitive.

Example:

"Reorder Qty shows 500 units, I only need 100"
"Days to Order shows 5 days, but I think it should be 10"
"My Grade dropped to C, it was A yesterday"
"Sales at Risk shows $50K, that seems huge"

Why This Happens​

Possible reasons:
├─ Underlying data is wrong (inventory, sales rate, lead time)
├─ Metric calculation is correct but counterintuitive
├─ You're interpreting it differently than intended
├─ Settings need adjustment (lead time, safety stock, forecast)
└─ Metrics are usually right, humans are usually wrong about them

Quick Fix: 10-15 Minutes​

Step 1: Check underlying data (3-5 minutes)

  • Go to: Metric Troubleshooting
  • Find your specific metric
  • Check: Is on-hand inventory correct?
  • Check: Is daily sales rate accurate?
  • Check: Is lead time set correctly?
  • Check: Is forecast reasonable?
  • If any of these are wrong → Fix them first

Step 2: Verify metric calculation (5 minutes)

  • Go to: Data Metrics Reference
  • Find your metric
  • Read how it's calculated
  • Does the calculation make sense?
  • Are the inputs correct?

Step 3: Adjust settings if needed (3-5 minutes)

  • If metric uses lead time, check your lead time setting
  • If metric uses safety stock, check that setting
  • If metric uses forecast, verify forecast is reasonable
  • See Settings & Configuration to adjust

Step 4: If Still Seems Wrong

  • You likely understand the metric correctly now
  • If truly something is broken → Contact support
  • Provide: Metric name, what it shows, what you think it should be, why

Problem 6: Manual Sync Button Not Working​

Symptom Recognition​

You clicked "Sync Now" but nothing happens, or sync doesn't complete.

Example:

"I clicked the sync button but data didn't update"
"Sync button is greyed out"
"Sync started but seems stuck"

Why This Happens​

Possible reasons:
├─ Another sync is already running (you have to wait)
├─ Sync takes longer than expected (be patient)
├─ Browser issue (refresh page)
├─ Network issue (try again)
├─ Rare: Sync actually failed
└─ Most common: Just need to wait

Quick Fix: 5 Minutes​

Step 1: Check if sync is already running (1 minute)

  • Some systems show "Sync in progress" message
  • If yes, just wait
  • Typical sync time: 2-15 minutes
  • Don't click sync again, it will queue

Step 2: Check the button status (30 seconds)

  • Is "Sync Now" button greyed out/disabled?
  • Yes → Sync is running, wait
  • No → Button is available

Step 3: Try again (1 minute)

  • Click "Sync Now" button
  • Watch for "Syncing..." message or spinner
  • If spinner appears, sync is running
  • If nothing happens, try refreshing page

Step 4: Refresh your browser (30 seconds)

  • Press Ctrl+R or Cmd+R (refresh page)
  • Check sync status again
  • Try sync button again

Step 5: If Still Not Working

  • Check your internet connection
  • Try from a different browser
  • Try from a different device
  • If still broken → Contact support

Problem 7: Can't Find a Product​

Symptom Recognition​

A product exists in Shopify but doesn't appear in Synplex.

Example:

"I can see product in Shopify"
"It doesn't show up in Synplex search"
"It's not in my product list"

Why This Happens​

Possible reasons:
├─ Product is too new (hasn't synced yet)
├─ Product was excluded from sync (configuration)
├─ Product is archived in Shopify (hidden from sync)
├─ Product name slightly different (search issue)
├─ Sync didn't include it for some reason
└─ Most common: Just needs manual sync

Quick Fix: 5-10 Minutes​

Step 1: Check if product is new (1 minute)

  • When was this product created in Shopify?
  • Was it within last 24 hours? → Hasn't synced yet
  • Older than 24 hours? → Should have synced

Step 2: Trigger manual sync (5-10 minutes)

Step 3: Search again (1 minute)

  • After sync, search for product by name
  • Should appear now

Step 4: If Still Missing

  • Check: Is product archived in Shopify?
  • Check: Does product have inventory in Shopify?
  • Check: Is product published/visible?
  • Archived or draft products may not sync
  • Contact support if product is published but still missing

Problem 8: Dashboard Looks Confusing​

Symptom Recognition​

You're looking at the dashboard and something doesn't make sense or looks off.

Example:

"I don't understand what this number means"
"This section seems wrong"
"Where do I find X information?"
"The layout is confusing"

Why This Happens​

Possible reasons:
├─ You're in the right place but unsure what it means
├─ Section name is confusing
├─ Metric is counterintuitive
├─ You're looking for something in wrong place
├─ Data is old (stale dashboard)
└─ Mostly just learning curve, not actual problem

Quick Fix: 5-10 Minutes​

Step 1: Identify what's confusing (1 minute)

  • What specifically doesn't make sense?
  • Is it a specific metric? (See Problem 5)
  • Is it data freshness? (See Problem 2)
  • Is it where to find something? (See dashboard guide)

Step 2: Check dashboard guide (3-5 minutes)

  • See: Dashboard Overview
  • Has sections and explanations
  • Should clarify what you're looking at

Step 3: If it's a metric question (5-10 minutes)

Step 4: If still confused

  • Read the tooltips on dashboard (hover over info icons)
  • Check your settings to understand configuration
  • Contact support with screenshot and question

Problem 9: Sync Takes Too Long​

Symptom Recognition​

Manual sync is taking longer than expected to complete.

Example:

"I clicked sync 30 minutes ago and it's still running"
"Sync usually takes 5 minutes, this time it's been 20"
"Does it normally take this long?"

Why This Happens​

Possible reasons:
├─ You have many products (sync takes longer)
├─ Shopify API is slow (not your issue)
├─ Network is slow (bandwidth issue)
├─ First sync of day takes longer
├─ All normal, just be patient
└─ Rarely: Something is actually stuck

Quick Fix: Patient Waiting​

Step 1: Check typical sync time (1 minute)

  • See: Manual Data Sync → "How long does it take?"
  • Typical: 2-15 minutes depending on product count
  • If you have 1,000+ products → Might take 20+ minutes

Step 2: Check your product count (1 minute)

  • More products = Longer sync
  • If you have many products, this is normal

Step 3: Wait (patience required)

  • Sync is working, usually just slow
  • Don't interrupt or click sync again
  • Let it finish (usually 5-30 minutes)
  • You can keep working while it runs

Step 4: If sync is frozen (30+ minutes with no change)

  • Try refreshing your browser page
  • Check if sync actually finished but display didn't update
  • If truly stuck after 1 hour → Contact support

Problem 10: Grade Changed Suddenly​

Symptom Recognition​

Your product Grade changed from one letter to another unexpectedly.

Example:

Product was Grade A
Now it's Grade C
Nothing changed in Synplex

Why This Happens​

Possible reasons:
├─ Your sales dropped (changes grade)
├─ Your profit margin changed (affects grade)
├─ Your on-hand inventory changed (affects grade)
├─ Grade recalculates based on performance
├─ Your stock-out risk increased
├─ Grade reflects your actual business situation
└─ Not a bug, it's working correctly

Understanding Grades: 5 Minutes​

Step 1: Accept that Grade is right (1 minute)

  • Grade is calculated automatically
  • It's based on business metrics (sales, profit, inventory)
  • If Grade changed, something in your business changed
  • This is usually correct behavior

Step 2: Check what changed (3-5 minutes)

  • Go to: Data Metrics Reference
  • Find "Grade" section
  • Read what Grade measures
  • Check: Did sales drop?
  • Check: Did profit margin decrease?
  • Check: Did inventory get too high/low?

Step 3: Verify underlying data (2-3 minutes)

  • Look at your actual sales numbers
  • Check your actual profit margin
  • Check your actual inventory
  • Grade usually reflects these accurately

Step 4: If you disagree with Grade

  • It might be a calculation or data issue
  • Contact support with: Product name, previous Grade, current Grade, why you think it's wrong

Quick Fixes Checklist​

Before contacting support, try:

☐ Check "Last Synced" timestamp
☐ Trigger manual sync (see Manual Data Sync guide)
☐ Wait for sync to complete (2-15 minutes)
☐ Refresh your browser page
☐ Check if underlying data is correct
☐ Read metric definition in Metrics Reference
☐ Verify product exists in Shopify
☐ Check if product is active/published

If all of these don't fix it, then contact support.

When to Escalate to Support​

You've tried the quick fixes above and:

✅ Manual sync runs but data still doesn't match
✅ Data hasn't updated in 72+ hours
✅ Multiple syncs haven't fixed the issue
✅ You're seeing error messages
✅ Something is consistently broken
✅ You need configuration help

→ Go to: Support Escalation Guide

Most of these are fixed in 5-10 minutes. If you're still stuck after trying the steps above, go to the Support Escalation Guide.