# Sync issues > What each catalog sync error and store health warning means, and how to fix it. Source: https://shopassist.coec.dk/docs/troubleshooting/sync-issues · Updated 2026-10-01 The dashboard shows a short message with a link to the matching section below when a sync fails or a store needs attention. Each section has a stable anchor (for example `#feed_unreachable`), so links always land on the right answer. Under **Catalog → Sync** you can see every run, its counts and its error. **Sync now** starts a new run. ## Sync errors [#sync-error] ### The store credentials were rejected [#auth_failed] - Code: `auth_failed` - Cause: The platform revoked or expired ShopAssist's access, for example after the app was reinstalled or the integration deleted. - Fix: Reconnect the store from Settings → Connection. ### The plugin rejected our signature [#signature_invalid] - Code: `signature_invalid` - Cause: The plugin could not verify ShopAssist's signed requests, usually after a key rotation or a clock problem. - Fix: Check the server clock; if it persists, reconnect the store. ### A permission is missing [#scope_missing] - Code: `scope_missing` - Cause: A capability needs a Shopify scope or Magento ACL resource that is not granted. - Fix: Grant the permission in the embedded app, or reconnect. ### The platform limited our requests [#rate_limited] - Code: `rate_limited` - Cause: The platform answered with rate limiting. The sync retries automatically. - Fix: No action needed unless it repeats for hours. ### The platform returned an error [#platform_error] - Code: `platform_error` - Cause: The store answered with a server error. - Fix: Check your store's error logs; the sync retries. ### The platform took too long [#timeout] - Code: `timeout` - Cause: A request to your store timed out. - Fix: Check server load and timeouts for the ShopAssist routes. ### Your store could not be reached [#store_unreachable] - Code: `store_unreachable` - Cause: DNS, TLS, a firewall, basic authentication or maintenance mode stopped our requests. As a sync error it fails one run; as a health warning it means every call failed for more than an hour. - Fix: Check your hosting and firewall, then see the connection troubleshooting for the specific reason. ### The store sent an invalid response [#invalid_response] - Code: `invalid_response` - Cause: The plugin or RPC endpoint returned data that does not match the protocol. - Fix: Update the plugin, or check your Generic RPC implementation. ### The plugin is too old [#plugin_outdated] - Code: `plugin_outdated` - Cause: The plugin's protocol is below the supported minimum or a route is missing. Syncs fail and the store shows a health warning until you update. - Fix: Update the ShopAssist plugin. ### The product feed could not be read [#feed_invalid] - Code: `feed_invalid` - Cause: The feed returned an HTTP error, was too large, could not be parsed, was empty or shrank suspiciously. - Fix: Open the feed URL, fix its format and check the feed's last error in Catalog → Sync. ### The product feed could not be downloaded [#feed_unreachable] - Code: `feed_unreachable` - Cause: The feed URL did not answer or needs credentials. - Fix: Check the URL and credentials of the feed. ### A batch was too large [#payload_too_large] - Code: `payload_too_large` - Cause: A push or plugin batch exceeded the size limit. - Fix: Send smaller batches (see the Catalog Push API limits). ## Health warnings [#warning] ### A firewall blocks ShopAssist [#waf_blocked] - Code: `waf_blocked` - Cause: A challenge page was returned for our requests. - Fix: Allow the egress IPs listed on /docs/security/egress-ips. ### Store in maintenance mode [#maintenance_mode] - Code: `maintenance_mode` - Cause: The store answers our requests with its maintenance page. - Fix: Update the module or allow our IP addresses. ### Copy of another site detected [#clone_detected] - Code: `clone_detected` - Cause: The site identity changed, typically on a staging copy. - Fix: Reconnect on the real site, or remove the connection on the copy. ### Repeated invalid plugin responses [#plugin_response_invalid] - Code: `plugin_response_invalid` - Cause: Three or more invalid responses within an hour. - Fix: Update the plugin or contact support. ### No heartbeat from the plugin [#heartbeat_missing] - Code: `heartbeat_missing` - Cause: The plugin has not reported in (over 2 hours; PrestaShop 26 hours). - Fix: Check that cron runs and the plugin is active. ### Magento cron is not running [#cron_not_running] - Code: `cron_not_running` - Cause: The cron lag is over 15 minutes. - Fix: Fix the Magento cron configuration. ### Indexer not on schedule [#indexer_not_scheduled] - Code: `indexer_not_scheduled` - Cause: The shopassist_products indexer is not set to Update by Schedule. - Fix: Set the indexer mode to Update by Schedule. ### Action Scheduler is lagging [#action_scheduler_lagging] - Code: `action_scheduler_lagging` - Cause: WooCommerce background jobs are more than 30 minutes behind. - Fix: Add a system cron for WP-Cron. ### WP-Cron is disabled [#wp_cron_disabled] - Code: `wp_cron_disabled` - Cause: WP-Cron is off and no system cron runs. - Fix: Add a system cron job. ### Change backlog in the plugin [#outbox_backlog] - Code: `outbox_backlog` - Cause: More than 5,000 pending changes or the oldest is over an hour old. - Fix: Check connectivity between your store and ShopAssist. ### Changes that could not be delivered [#outbox_dead_rows] - Code: `outbox_dead_rows` - Cause: Some changes failed permanently. - Fix: Check connectivity and contact support if they remain. ### Sync is behind [#sync_lagging] - Code: `sync_lagging` - Cause: No successful incremental sync for three intervals. - Fix: Open Catalog → Sync for the last error. ### Plan product limit reached [#catalog_limit_reached] - Code: `catalog_limit_reached` - Cause: The plan's products_per_store limit is reached; only the first products are searchable. - Fix: Upgrade the plan or hide products from the assistant. ### Only part of the catalog is searchable [#plan_product_limit] - Code: `plan_product_limit` - Cause: Alias of catalog_limit_reached shown in the catalog screen. - Fix: Upgrade the plan or hide products from the assistant. ### The catalog shrank suspiciously [#catalog_shrink_suspected] - Code: `catalog_shrink_suspected` - Cause: A sync would delete an unusually large share of products, so the shrink guard stopped it. - Fix: Check the source; confirm the sync if the shrink is intended. ### A cart reference is invalid [#cart_ref_invalid] - Code: `cart_ref_invalid` - Cause: A variant's cart reference failed validation, so add-to-cart cannot work for it. - Fix: Update the plugin or the feed data. ### Unknown stock location [#location_stub_created] - Code: `location_stub_created` - Cause: Stock arrived for a location code ShopAssist did not know; a stub was created. - Fix: Complete the location's details in the dashboard. ### Feed failing [#feed_failing] - Code: `feed_failing` - Cause: Three consecutive feed fetches failed. - Fix: Fix the feed URL or credentials. ### Generic RPC failing [#generic_rpc_failing] - Code: `generic_rpc_failing` - Cause: Three consecutive RPC health checks failed. - Fix: Fix the RPC endpoint. ### B2B pricing detected [#b2b_pricing_detected] - Code: `b2b_pricing_detected` - Cause: Customer-group or shared-catalog prices were detected. - Fix: Consider switching off price statements in Guardrails. ### Prices hidden for guests [#hide_prices_plugin] - Code: `hide_prices_plugin` - Cause: A plugin hides prices from guests. - Fix: Consider switching off price statements in Guardrails. ### Multi-currency plugin active [#multi_currency_plugin] - Code: `multi_currency_plugin` - Cause: The assistant states prices in the store's base currency. - Fix: No action needed; tell shoppers in your persona if useful. ### Two back-in-stock systems [#native_back_in_stock_active] - Code: `native_back_in_stock_active` - Cause: WooCommerce's own stock notifications are enabled as well. - Fix: Choose one system. ### Store in coming-soon mode [#coming_soon] - Code: `coming_soon` - Cause: WooCommerce coming-soon mode is on. - Fix: Switch it off when you launch. ### Merchandise returns are off [#order_returns_disabled] - Code: `order_returns_disabled` - Cause: PrestaShop merchandise returns are disabled while ShopAssist returns are enabled. - Fix: Enable merchandise returns or use request mode. ### Friendly URLs are off [#friendly_urls_off] - Code: `friendly_urls_off` - Cause: PrestaShop URL rewriting is disabled. - Fix: Enable friendly URLs. ### Shopify API version fallback [#api_version_fallback] - Code: `api_version_fallback` - Cause: Shopify served another API version than requested. - Fix: None; COEC is alerted. ### Identity key rotation pending [#identity_rotation_pending] - Code: `identity_rotation_pending` - Cause: A new identity secret could not be pushed to the plugin. - Fix: Reconnect the store. ### Signed-in customers fail [#identity_misconfigured] - Code: `identity_misconfigured` - Cause: Many identity tokens fail verification. - Fix: Check the identity setup for your platform. ### Server clock is off [#clock_skew] - Code: `clock_skew` - Cause: The plugin's clock is more than 60 seconds off. - Fix: Enable time synchronisation (NTP) on your server. ### Connector key rotation pending [#connector_rotation_pending] - Code: `connector_rotation_pending` - Cause: Rotating the connector secret failed. - Fix: Reconnect the store. ### PHP version is end of life [#php_eol] - Code: `php_eol` - Cause: Your PHP version no longer receives security fixes. - Fix: Upgrade PHP. ### Platform version is end of life [#platform_version_eol] - Code: `platform_version_eol` - Cause: Your platform version is past its support window. - Fix: Upgrade the platform. ### Debug logging is on [#debug_log_enabled] - Code: `debug_log_enabled` - Cause: The plugin's debug log is enabled. - Fix: Switch it off in production. ### Page cache interferes [#page_cache_bypass_needed] - Code: `page_cache_bypass_needed` - Cause: A page cache serves pages that should bypass it. - Fix: Exclude the ShopAssist routes from the page cache. ### REST route blocked [#rest_route_blocked] - Code: `rest_route_blocked` - Cause: The plugin's REST route is blocked. - Fix: Allow the ShopAssist route. ### Change pings are delayed [#post_response_ping_unavailable] - Code: `post_response_ping_unavailable` - Cause: The server has no finish-request function, so change pings run slower. - Fix: Use PHP-FPM, or accept the 5-minute poll. ### Plugin version unsupported [#plugin_unsupported] - Code: `plugin_unsupported` - Cause: The plugin version is below the supported minimum. - Fix: Update the plugin. ## Compliance warnings [#compliance] ### Accept the data processing agreement [#legal_acceptance_required] - Code: `legal_acceptance_required` - Cause: The organization has not accepted the DPA; the live widget stays disabled. - Fix: An owner accepts the DPA in Organization settings → Legal. ### Withdrawal function missing [#withdrawal_function_missing] - Code: `withdrawal_function_missing` - Cause: No withdrawal link is configured, so the assistant cannot point shoppers to it. - Fix: Add your store's withdrawal URL in Settings. ### Privacy policy missing [#privacy_policy_missing] - Code: `privacy_policy_missing` - Cause: The widget has no privacy policy link. - Fix: Add your privacy policy URL in Settings. ### AI disclosure hidden [#ai_disclosure_hidden] - Code: `ai_disclosure_hidden` - Cause: The storefront hides the widget's AI disclosure. - Fix: Remove the CSS or script that hides it; hiding it breaks the AUP. ## AI warnings [#ai] ### Azure base model unknown [#azure_base_model_unknown] - Code: `azure_base_model_unknown` - Cause: The Azure deployment's base model could not be matched to the registry. - Fix: Pick the base model in AI settings. ### Tools were trimmed [#tools_trimmed] - Code: `tools_trimmed` - Cause: The model's context is too small for every tool. - Fix: Choose a model with a larger context window. ### Large knowledge change [#knowledge_mass_change] - Code: `knowledge_mass_change` - Cause: Many knowledge documents changed at once and wait for review. - Fix: Review the pending changes in Knowledge → Review. ## Engagement warnings [#engagement] ### Shopper emails suspended [#shopper_mail_suspended] - Code: `shopper_mail_suspended` - Cause: Shopper emails from this store are paused because of bounces or complaints. - Fix: Check your lead and transcript settings; contact support. ### Shopper email quota reached [#shopper_mail_quota_reached] - Code: `shopper_mail_quota_reached` - Cause: The daily shopper email quota is reached. - Fix: Emails resume tomorrow. ### Lead sync to the platform failed [#lead_sync_failed] - Code: `lead_sync_failed` - Cause: Captured leads could not be synced to your platform. - Fix: Check the platform connection and permissions. ## Still stuck? [#still-stuck] Contact support from **Help** in the dashboard and include the sync run id and the request id shown with the error.