Troubleshooting overview

Here you’ll find a list of scenarios you might encounter and possible troubleshooting techniques and resolutions.

Product in review is missing brand and it is not available on the website

If a product brand is not available anywhere on the website, we recommend adding text formatting for those models to add the brand. For instance, if the only name on the website is the model, such as “iPhone 7”, replace “iPhone” with “Apple iPhone” to add the brand name yourself. To fix this we recommend editing the Extract step in your Extractor robot to include alternate names.

Product in review contains brand but it is stuck together with the model

Sometimes the formatting that is pulled from the website sticks the brand and model together. For example, “AppleiPhone 7”. To fix this we recommend adding a text formatting rule in your robot that looks for this scenario and fixes it.

Several values have been added to the index that should be merged

Occasionally you might see that several entries have been added as primary values which should have been added as alternate names of the same entry. For example, "Samsung Galaxy A7," which also has an alternate name "Samsung Galaxy SM-A750F”. Assume both of these entries have been added as models to the index.

Follow the process below to fix this issue:

1. Navigate to the models in the product index (if this was a property group you would navigate to the list of values for the property group instead).
2. Copy the value you want to add as an alternate name and click the blue plus to add an alternative for the correct primary name.
3. Paste in the value and click Continue.
4. Delete the incorrect model from the index by clicking the red X.

When you change the data in the index the index will automatically start reindexing all the data that it’s seen. This might take a while and could cause a few of them to require reviewing if there are new missing values. When reindexing is active you’ll see the spinner shown next to each source. Those spinners will go away as processing is complete.

Limitations on URLs for index keys of 500 characters

For technical reasons, URLs used for index keys are automatically truncated to 500 characters in Product Matching.

Product manager automatically maps certain products wrong

Most likely this is due to incorrect patterns or brands that have been mapped to models or models that include brands.

To look for incorrect patterns, in the product index:

1. Click the Sources tab.
2. Click the Edit icon on the source where the incorrectly mapped product originated.
3. Look for patterns.

If you look at the patterns above you’ll be able to see things like “QMicrosoft” or even “QTablet.” These false patterns will cause issues if they match the title using any of the data points that are in the index. When false patterns match the title Product Matching will automatically map them.

To correct this problem, delete the patterns that contain words that should have been part of an official mapping and save the changes. When you delete patterns the source will reindex and now some products will be pending for review which then allows you to correctly map those entries.