Products & Catalog

Product visibility, import failures, media issues, and pricing problems.

Written By Victor Raessen

Last updated 20 days ago

Products & Catalog

Troubleshooting product visibility, import failures, and catalog issues.

Products not appearing

Symptom

Check

Fix

Product not in search results

Is the product active?

Open the product and verify it's not marked as inactive or archived

Product not in Marketplace

Is the product in a listed category?

Assign the product to a category that is listed (visible). Unlisted categories only show for admins.

Product visible to some users but not others

Category whitelisting

Check if the category has a company whitelist. The user's company may not be whitelisted.

Search index appears stale

When was the last re-index?

Go to Admin > Tools > Maintenance and run a re-index

Import failures

When importing products via CSV:

  • File rejected — Verify the CSV format matches the expected columns. Download the template from the import dialog for the correct structure.

  • Rows skipped — Individual rows may fail validation. Common causes: missing required fields (name, MPN), invalid number format for prices, duplicate MPN in the same import.

  • Markup/margin confusion — If a markup value looks wrong, check whether it was interpreted as a percentage (e.g., 25 = 25%) or a decimal (0.25 = 25%). The system auto-detects but may misinterpret edge cases.

  • PSA mapping errors — Products imported from a PSA need valid billing code and category mappings. Ensure these are configured before import.

Product media issues

  • Images not loading — Check that the image URL is publicly accessible. Internal or expired URLs will not render.

  • Product images not showing in quotes — Quote templates must include the product image widget. Check the template configuration.

Pricing problems

  • Distributor price not updating — Check the distributor connection status at Settings > Distributors. See Distributors. The feed may have stopped or credentials may have expired.

  • Cost didn't change after switching distributor — The product likely has an explicit (manually set) cost, which takes precedence over distributor feeds. Clear the explicit cost/price/markup so the feed takes over, or manually update the cost to the new distributor's price. See Dynamic Pricing.

  • Wrong currency on prices — Verify the currency setting at Settings > Platform and ensure distributor feeds use the correct currency.

  • Markup rules not applying — Check pricing book and discount group configurations. Rules are applied in priority order.

See Products and Importing Products for full documentation.

Bundle issues

Labour product failing to save as a widgetIf you receive an error when saving a labour product (or a bundle containing only labour) as a widget, check whether the bundle has a product reference assigned. Bundles created exclusively for a specific quote — and never linked to a catalogue product — will not have a product reference. Without this reference, the platform cannot save them as reusable widgets.

Workaround: Recreate the bundle from the catalogue-side widget builder rather than from within a quote, or ensure the labour product has a valid catalogue product reference before saving.

Quantity validation error during bundle creationA known issue causes a validation error when adding products to a bundle if the quantity is set to 0. This validation was originally introduced for labour products (minimum quantity 0.01) but is incorrectly applied to all product types during initial bundle creation.

Workaround: Set the quantity to 1 (or any value above 0) when first creating the bundle. Once the bundle is saved, you can update the quantity — including back to 0 — by editing existing line items, as the validation does not fire on updates to already-saved items.

> If you continue to experience either issue, contact support so it can be tracked against the active bug report.

See also