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Troubleshooting Overview

Quick navigation to fix your data, understand your metrics, and verify your connection.

Quick Answer​

Troubleshooting folder answers: "Something doesn't look right. How do I fix it?"

Where to go depends on your problem:

My problem:                           → Go to:
├─ "Data looks wrong" (80% of cases) → Common Problems & Quick Fixes
├─ "My numbers don't match Shopify"  → Common Problems & Quick Fixes
├─ "Data seems stale/old"            → Connection & Data Status
├─ "Metric seems wrong"              → Metric Troubleshooting
├─ "I need detailed info"            → Metrics Reference (dictionary)
├─ "How do I manually sync?"         → Manual Data Sync
├─ "Something complex is broken"     → Data Sync Troubleshooting (deep dive)
└─ "I need help"                     → Support Escalation Guide

The 3-Minute Decision Tree​

Start here when something feels wrong:

Step 1: What's your main symptom?​

A. "My data doesn't look right"

B. "My data seems old/stale"

  • Example: Last sync was 24+ hours ago, changes not appearing
  • Go to: Connection & Data Status
  • Time to check: 3-5 minutes

C. "A metric looks weird"

  • Example: Reorder quantity seems too high, Days to Order doesn't match intuition
  • Go to: Metric Troubleshooting
  • Time to understand: 10-15 minutes

D. "It's complex/I'm stuck"

Your Troubleshooting Toolkit​

📋 For Common Issues (Start Here)​

Common Problems & Quick Fixes — 10-minute solutions

  • Data doesn't match Shopify
  • Products showing wrong quantities
  • Data looks stale
  • Multiple products with wrong information
  • Metrics seem off

Covers: 80% of support tickets. Likely has your answer.

🔌 For Data Freshness Questions​

Connection & Data Status — Verify your data is current

  • Check if Shopify is connected
  • Verify data freshness
  • Understand sync layers
  • Know when to worry
  • Understand Synplex manages the technical sync

Covers: "Is my data current?" questions. How sync works at user level.

📊 For Metric Questions​

Metric Troubleshooting — Understand your metrics

  • "Why does reorder quantity seem too high?"
  • "Why does Days to Order not match my intuition?"
  • "Why did my Grade change?"
  • "Is Sales at Risk really that big?"

🔍 For Understanding Metrics Deeply​

Data Metrics Reference — Complete metrics dictionary

  • What every metric means
  • How each metric is calculated
  • When to use each metric
  • All metric categories explained

Use when: You want to understand a metric in detail, or troubleshooting guide sends you here.

🔄 For Manual Sync Procedures​

Manual Data Sync — Step-by-step how to sync

  • When to trigger manual sync
  • Step-by-step procedure
  • Real-world scenarios
  • Best practices
  • FAQ

Use when: You want to manually refresh data, or troubleshooting guide tells you to sync.

💬 For Getting Help From Support​

Support Escalation Guide — When and how to contact us

  • When to contact support
  • What information to gather first
  • How to write effective support tickets
  • Response times
  • How to track your ticket

Use when: Manual fixes don't work and you need Synplex team help.

Reading Paths by Problem Type​

Path 1: "My Numbers Look Wrong" (Most Common)​

1. Start → Common Problems & Quick Fixes
   ├─ Read your specific problem
   ├─ Follow quick fix steps
   └─ Usually solves it in 5-10 minutes

   If still not fixed:
   ├─ 2. Try → Manual Data Sync
   │  ├─ Trigger manual sync
   │  └─ Check if data updates
   │
   └─ If still not fixed:
      3. Read → Connection & Data Status
         ├─ Verify connection is good
         ├─ Check data freshness
         └─ Then escalate to support

Path 2: "My Data Seems Stale"​

1. Start → Connection & Data Status
   ├─ Check last sync timestamp
   ├─ Verify connection is working
   └─ Understand sync layers

   If data is truly old:
   ├─ 2. Go → Manual Data Sync
   │  └─ Trigger manual sync, data should refresh
   │
   └─ If still old:
      3. Escalate → Support Escalation Guide
         └─ Contact support team

Path 3: "A Metric Seems Wrong"​

1. Start → Metric Troubleshooting
   ├─ Find your metric
   ├─ Understand what it means
   ├─ Check underlying data accuracy
   └─ Usually resolves confusion in 10-15 minutes

   If still unclear:
   ├─ 2. Go → Data Metrics Reference
   │  ├─ Read detailed metric explanation
   │  ├─ See how it's calculated
   │  └─ Verify you're interpreting correctly
   │
   └─ If metric still seems wrong:
      3. Escalate → Support Escalation Guide
         └─ Contact support (usually configuration issue)

Path 4: "I'm Stuck / Nothing is Working"​

1. Try → Common Problems & Quick Fixes
   └─ Maybe your issue is here

   If not:
   ├─ 2. Try → Manual Data Sync
   │  └─ Force a refresh
   │
   ├─ 3. Read → Data Sync Troubleshooting
   │  ├─ Deep technical explanation
   │  ├─ Understand all 4 sync layers
   │  └─ See if you recognize your issue
   │
   └─ 4. Escalate → Support Escalation Guide
      ├─ Gather information
      └─ Contact Synplex support

Frequently Asked Questions​

Q: "How do I know if my data is current?"​

A: Go to Connection & Data Status

  • Check the "Last Synced" timestamp in your account
  • If it's older than 24 hours, data might be stale
  • Try manual sync to refresh
  • See guide for detailed steps

Q: "Should I be worried if data hasn't updated in 12 hours?"​

A: Probably not, but check Connection & Data Status

  • Auto-sync happens every 3 days + webhooks in between
  • 12 hours = normal
  • 48+ hours = might be issue, try manual sync
  • 72+ hours = contact support

Q: "Why does my metric seem wrong?"​

A: Go to Metric Troubleshooting

  • Most "wrong" metrics are just misunderstood
  • The math is reliable
  • Usually underlying data issue, not metric issue
  • Guide walks you through verification

Q: "How long does manual sync take?"​

A: See Manual Data Sync

  • Typical: 2-15 minutes depending on product count
  • You can keep working while sync runs
  • Data updates in real-time as sync progresses
  • You'll see notification when complete

Q: "What if I trigger manual sync twice?"​

A: See Manual Data Sync

  • Safe to do
  • Second sync will notice first is running, won't duplicate
  • Just wait for first to finish (usually faster)

Q: "Why does Synplex manage the sync instead of me?"​

A: Go to Connection & Data Status → "Why Synplex Manages the Connection"

  • Synplex handles complexity (3 sync layers)
  • You focus on using data, not managing infrastructure
  • Automatic = more reliable than manual
  • We handle failures, you just enjoy fresh data

Q: "When should I contact support?"​

A: See Support Escalation Guide

  • After you try basic fixes (common problems, manual sync)
  • If data is truly broken (not just misunderstood)
  • If manual sync doesn't help
  • For configuration questions about settings
  • When you need help understanding a metric

Key Concepts​

Data Freshness Levels​

✅ Fresh (< 24 hours old)
   └─ Normal, no action needed
   
⚠️ Stale (24-72 hours old)
   ├─ Try manual sync
   └─ If doesn't help, contact support

❌ Very Stale (72+ hours old)
   ├─ Likely connection issue
   └─ Contact support (our responsibility)

Sync Layers (What Synplex Does)​

Layer 1: Webhooks (Real-time)
├─ When you update Shopify
├─ Synplex updates instantly
└─ Fastest data refresh

Layer 2: Daily Auto-sync
├─ Every 3 days automatically
├─ Backup for webhook failures
└─ Comprehensive refresh

Layer 3: Manual Sync (You Control)
├─ Trigger whenever you want
├─ On-demand refresh
└─ You decide timing

All 3 working together ensure your data is always fresh

When It's Our Job vs Your Job​

Your Job:

  • Verify data looks right
  • Use metrics to make decisions
  • Trigger manual sync if needed
  • Report issues to support

Our Job (Synplex):

  • Keep Shopify connected
  • Manage webhooks
  • Run daily auto-sync
  • Fix sync failures
  • Handle API errors
  • Ensure data freshness

Next Steps​

  1. Find your problem type above → Pick a reading path
  2. Start with the recommended guide → Usually solves it
  3. Follow the steps → Should take 5-15 minutes
  4. If not fixed → Next guide in the path
  5. Still stuck? → Support Escalation Guide

Still Need Help?​

Quick Links:

  • 🔍 Search the guides — Use Ctrl+F to find keywords
  • 💬 Contact Support — See Support Escalation Guide
  • 📚 Browse all documentation — Check sidebar navigation
  • 🎓 Learn more — See onboarding & training folders

Remember: Most troubleshooting issues are solved in Common Problems & Quick Fixes. Start there if you're not sure.