Products & Catalog

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

Written By Victor Raessen

Last updated 1 day ago

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

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.

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.

Distributor price not updating — Check the distributor connection status at Admin > 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 Admin > 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.