Documentation
Common Issues
Quick solutions to frequently encountered problems.
Can't find your issue? Check the specific troubleshooting guides or contact support with your export ID.
⚙️Config
Setup issues
📤Export
Job failures
✨Enrichers
Transform errors
🗄️Database
DB problems
👤Auth
Login & access
Configuration Issues
❌
Configuration Won't Save
Causes
- • Missing required fields
- • Invalid connection string format
- • Failed connection tests
Solutions
- • Fill all required fields
- • Test Akeneo & DB separately
- • Check connection string format
🔒
Can't Edit Configuration
Causes
- • Viewer/Exporter role
- • Export currently running
- • Configuration locked
Solutions
- • Contact Admin for role change
- • Wait for export to complete
- • Duplicate configuration instead
Export Issues
⚡
Export Fails Immediately
Causes
- • Expired Akeneo credentials
- • Database connection refused
- • Insufficient DB permissions
Solutions
- • Re-test Akeneo connection
- • Verify DB credentials
- • Grant CREATE + INSERT
📭
0 Products Exported
Causes
- • Filters too restrictive
- • Wrong channel/scope
- • Incremental with no changes
Solutions
- • Relax filters
- • Verify scope in config
- • Try Full Export mode
🐢
Very Slow Exports
Causes
- • High DB latency
- • Too many enrichers
- • Large catalog (10K+)
Solutions
- • Use same-region DB
- • Reduce enricher count
- • Use incremental mode
Expected times: 1K products: 1-3 min | 10K: 10-20 min | 50K+: 30-60+ min
Enricher Issues
🚫
Enricher Not Applying
Causes
- • Enricher disabled
- • Conditions not matching
- • Field path typo
- • Not selected in export
Solutions
- • Check toggle is ON
- • Test with sample data
- • Verify field paths exactly
- • Select enricher in export
💥
Enricher Causes Export Failure
Causes
- • Invalid formula
- • Null/undefined reference
- • Type mismatch
Solutions
- • Test with various samples
- • Add null checks
- • Verify data types
Database Issues
⏱️
Connection Timeout
Causes
- • Database not accessible
- • Firewall blocking IPs
- • Wrong host/port
Solutions
- • Verify DB is running
- • Whitelist our IPs
- • Check connection string
👯
Duplicate Products
Causes
- • Multiple Full Exports
- • No unique constraint
Solutions
- • Use Incremental mode
- • Add unique index
javascript
// MongoDB
db.products.createIndex(
{ identifier: 1 },
{ unique: true }
)sql
-- PostgreSQL
ALTER TABLE products
ADD CONSTRAINT products_id_unique
UNIQUE (identifier);Authentication Issues
🚪
Logged Out Unexpectedly
- • Session expired: Log in again (sessions last 7 days)
- • Browser issue: Clear cache and cookies
- • Multiple tabs: Try incognito/private mode
👥
Can't Access Team Features
Causes
- • Free plan (no teams)
- • Viewer role
Solutions
- • Upgrade to Pro/Enterprise
- • Contact Owner for role change
Role Permissions
| Action | Admin | Member | Exporter | Viewer |
|---|---|---|---|---|
| View configurations | ✓ | ✓ | ✓ | ✓ |
| Create configurations | ✓ | ✓ | ✗ | ✗ |
| Run exports | ✓ | ✓ | ✓ | ✗ |
| Manage team | ✓ | ✗ | ✗ | ✗ |
Still Need Help?
Contact support with:
- • Export ID (if applicable)
- • Configuration name
- • Error message or symptoms
- • Steps to reproduce