The basic steps to fix issues can be attempted by anyone.
Contact Tower if the steps below are not working and the problem persists.
First, check that the regular upload syncs from Retailer are still happening.
Do this by:
If there is a recent sync, refer to the other sections below for specific issues.
If there is no recent sync, refer to the next section.
There may be an issue stopping Retailer syncing new data. Restart the server computer in your store and this should reset the link.
Check back in twc.towersystems.com.au after about an hour, and whether there are new syncs now.
If there is a new sync but you still have issues, check the other sections below for your particular issue.
If there is still no new sync, contact Tower Support.
The TWC Sync tab records a log of successes and errors. Resolving errors may clear other issues listed in other sections below.
Request failed … and a code number | There is a problem communicating with your webstore. Is your webstore version up to date? Have new changes been made there such as third party apps/plugins installed? Check with your web developer and give them the error message. |
[item/tag/barcode] Not found | It has problems matching the product and updating details. Double check that the initial setup for your webstore has been done completely as detailed HERE Next, check if new apps/plugins have been installed on your webstore. It may be blocking new product information. If you have confirmed that the third-party app/plugin is and it is not important, you should remove it from the webstore. |
Could not resolve variant main product | The main item (first item) of a variant group is not on the website. Make sure that item has been ticked for webstore in Retailer. This could be normal if it’s the first time a variant group is going to the website. It will sync another time and update these variants without error so just give it time.
|
The variant [value] already exists | Check the products in that group, and make sure the variants are unique. There can’t be two items in a variant group with the exact same colour if you have a group of items with only colour variations. If a variant item was previously in the webstore, and you have made changes, you may need to delete the old item in the webstore. Depending on the webstore, you may also need to clear the trash afterwards. |
Option values provided for 1 unknown option(s) | The variant product needs to be delete off Shopify as the variant product in Retailer has new variant types associated with it and must be recreated again in Shopify with a new sync. |
You need to add option values for [variant type] | The Shopify product needs to be deleted and resynced from Retailer as it was originally made as a single product but the Retailer stock item has since been converted into a variant group. |
Collection - can't be blank, collection_id - must belong to [Business Name] | Tower Web Connect is ticked to use Retailer's categories as departments. Web store items in Retailer are now required to be placed in categories as well. |
Otherwise, the link will continue sending these items to the webstore.
If you have unticked the items in Retailer, it will take some time for your site to update. Products unticked for webstore may only be updated once a day.
Make sure that your variant groups are not single items.
The prices may not update on the webstore immediately when a Retailer catalogue
finishes, as it checks this roughly once a day.