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Troubleshooting ​

Solutions to common issues and errors in LGS Ledger.

Installation & Connection Issues ​

"Invalid Store URL" Error ​

Symptoms: Error when trying to connect a store.

Causes:

  • Typo in store URL
  • Store doesn't exist
  • Using a custom domain instead of .myshopify.com

Solutions:

  1. Verify store URL in Shopify Admin browser address bar
  2. Use the .myshopify.com format (not custom domains)
  3. Try entering just the store name (without .myshopify.com)
  4. Check for extra spaces or characters

Example:

  • ✅ Correct: mystore.myshopify.com or mystore
  • ❌ Incorrect: www.mystore.com (custom domain)
  • ❌ Incorrect: https://mystore.myshopify.com/admin (includes path)

"Authorization Failed" During OAuth ​

Symptoms: OAuth flow fails after clicking "Install app".

Causes:

  • Not logged in to the correct Shopify store
  • Insufficient permissions
  • Shopify session expired
  • Browser blocking cookies

Solutions:

  1. Log in to your Shopify Admin first
  2. Verify you have admin access to the store
  3. Clear browser cookies and cache
  4. Try a different browser or incognito mode
  5. Disable browser extensions that block cookies (e.g., privacy tools)
  6. Re-initiate the connection from the Dashboard

"Store Already Connected" Error ​

Symptoms: Can't connect a store that's already linked.

Causes:

  • Store is already connected to your account
  • Store is connected to a different LGS Ledger account

Solutions:

  1. Check your Connected Stores list - the store may already be there
  2. If connected to another account, disconnect it there first
  3. If you lost access to the original account, contact support

App Won't Load in Shopify Admin ​

Symptoms: Embedded app shows blank screen or loading error.

Causes:

  • Browser extension blocking content
  • Shopify session expired
  • App server is down

Solutions:

  1. Refresh the page
  2. Disable ad blockers or privacy extensions
  3. Clear browser cache
  4. Try a different browser
  5. Check LGS Ledger status page (if available)
  6. Contact support if issue persists

Metafield Setup Issues ​

"Metafields Not Set Up" Error When Syncing ​

Symptoms: Cannot start sync, error says metafields are required.

Causes:

  • Metafield definitions haven't been created
  • Setup was interrupted
  • Setup failed silently

Solutions:

  1. Go to Settings → Metafield Setup
  2. Click Setup Metafields
  3. Wait 10-30 seconds for completion
  4. Verify status shows Complete (green)
  5. Try syncing again

"Partial Setup" Status Won't Clear ​

Symptoms: Some metafields are missing, setup shows yellow badge.

Causes:

  • Setup was interrupted
  • Network error during setup
  • Conflicting metafield definitions exist

Solutions:

  1. Click Re-run Setup in Metafield Setup section
  2. Wait for completion
  3. If still partial, manually create missing metafields:
    • Go to Shopify Admin → Settings → Custom data → Products
    • Click Add definition
    • Namespace: mtg
    • Key: (e.g., card_number)
    • Type: Single line text
  4. Re-run setup in LGS Ledger

"Out of Sync" Metafield Status ​

Symptoms: Metafields exist but have wrong data types, orange badge.

Causes:

  • Manually created metafields with incorrect types
  • Another app created conflicting metafields
  • Metafield definitions were modified

Solutions:

  1. Go to Shopify Admin → Settings → Custom data → Products
  2. Find metafield definitions under mtg namespace
  3. Delete conflicting definitions (ensure no other apps use them)
  4. Go to LGS Ledger → Settings → Metafield Setup
  5. Click Re-run Setup
  6. Verify status shows Complete

Sync Issues ​

Sync Stuck in "Pending" Status ​

Symptoms: Sync job stays in Pending, never starts.

Causes:

  • Worker process not running (server-side)
  • Queue is backed up with other jobs
  • Redis connection issue (server-side)

Solutions:

  1. Wait 5-10 minutes - queue may be processing other jobs
  2. Refresh the page
  3. Check Sync History to see if it eventually started
  4. If stuck for >30 minutes, contact support

Sync Fails Immediately (Phase 1) ​

Symptoms: Sync fails during "Building Product Cache" phase.

Causes:

  • Metafields not set up
  • Database connection issue (server-side)
  • No sets selected
  • Selected sets have no products

Solutions:

  1. Verify metafields are set up (Settings → Metafield Setup)
  2. Check that you've selected at least one set
  3. Try selecting a different set
  4. Review error details in Sync History
  5. Contact support with job ID if error persists

Sync Fails During Phase 3 (Syncing Products) ​

Symptoms: Sync gets partway through product sync then fails.

Causes:

  • Shopify API rate limit hit
  • Invalid product data
  • Network timeout
  • Shopify store reached product limit

Solutions:

  1. Check Sync History for specific error message
  2. If rate limit error, wait 5-10 minutes and retry
  3. If product limit error, check your Shopify plan limits
  4. Try syncing in smaller batches (use Test Mode)
  5. Review failed product details in Sync History
  6. Contact support if errors are unclear

Some Products Fail to Sync ​

Symptoms: Sync completes but shows failed products.

Causes:

  • Missing or invalid product data (e.g., no price, no image)
  • Product title too long (Shopify has limits)
  • Invalid metafield values
  • Duplicate product

Solutions:

  1. Open Sync History and click the job row
  2. Review failed product details and error messages
  3. Common fixes:
    • Missing price: Update pricing configuration with higher minimum
    • Duplicate: Product may already exist, use Force Re-sync
    • Invalid metafield: Check metafield setup
  4. Re-run sync for the same set (failed products will retry)

"Force Re-sync" Doesn't Update Products ​

Symptoms: Re-sync completes but products aren't updated.

Causes:

  • Products haven't actually changed
  • Sync matched existing products (no updates needed)
  • Pricing configuration hasn't changed

Solutions:

  1. Verify your pricing configuration changes were saved
  2. Check a few products manually in Shopify - are prices actually different?
  3. Review Sync History - look at Updated count (may be 0 if no changes)
  4. Try a Price Sync instead (Update All Prices button)

Pricing Issues ​

Prices Seem Too High or Too Low ​

Symptoms: Product prices don't match expectations.

Causes:

  • Incorrect global markup setting
  • Wrong price source (TCGPlayer vs. Card Kingdom)
  • Minimum prices set too high
  • Condition variants affecting pricing

Solutions:

  1. Go to Settings → Pricing Configuration
  2. Review Global Markup (default is 1.3x / 30%)
  3. Check Price Threshold and Minimum Prices
  4. Verify Price Source Priority (TCGPlayer vs. Card Kingdom)
  5. If condition variants enabled, review condition multipliers
  6. Make changes and run Force Re-sync to update

Some Cards Have Unexpected Prices ​

Symptoms: A few specific cards have wrong pricing.

Causes:

  • Card price is below threshold (minimum price applied instead of markup)
  • Missing price data from TCGPlayer/Card Kingdom
  • Rarity-based minimum price applied
  • Card is mythic (higher minimum)

Solutions:

  1. Check the card's rarity (mythics have $1.00 minimum by default)
  2. Review pricing configuration threshold ($1.00 default)
  3. Manually check TCGPlayer/Card Kingdom for the card's market price
  4. If price data is missing, report to support
  5. Adjust minimum prices in Pricing Configuration if needed

Prices Not Updating After Configuration Change ​

Symptoms: Changed pricing settings but products still show old prices.

Causes:

  • Forgot to save pricing configuration
  • Didn't run Force Re-sync
  • Viewing cached Shopify data

Solutions:

  1. Verify you clicked Save Pricing Configuration
  2. Run a Force Re-sync on affected sets
  3. Alternatively, use Update All Prices for faster update
  4. Clear browser cache and refresh Shopify Admin
  5. Check a few products manually to confirm changes

Condition Variants Not Appearing ​

Symptoms: Enabled condition variants but they're not in Shopify products.

Causes:

  • Condition variants enabled after products were synced
  • Need to re-sync to add new variants
  • Shopify variant limit reached (100 per product)

Solutions:

  1. Run a Force Re-sync to add condition variants to existing products
  2. Check if variants now appear in Shopify
  3. If variant limit error, reduce number of variants (disable some conditions)
  4. Note: Existing products won't auto-update; Force Re-sync required

Performance Issues ​

Syncs Take Extremely Long ​

Symptoms: Syncs take 2-3x longer than expected.

Causes:

  • Large number of products
  • Shopify API slow responses
  • Network latency
  • Server load (server-side)

Solutions:

  1. Verify product count - large sets take longer
  2. Sync during off-peak hours (2-4 AM your timezone)
  3. Break large syncs into smaller batches (5-10 sets at a time)
  4. Check Shopify status page for API issues
  5. Contact support if consistently slow

App Loads Slowly or Times Out ​

Symptoms: App pages load slowly, buttons don't respond.

Causes:

  • Large dataset (many products, long history)
  • Slow network connection
  • Browser issues
  • Server load (server-side)

Solutions:

  1. Refresh the page
  2. Check your internet connection speed
  3. Close other browser tabs
  4. Clear browser cache
  5. Try a different browser
  6. Contact support if persistent

Data Issues ​

Products Missing in Shopify After Sync ​

Symptoms: Sync completed successfully but products not in Shopify Admin.

Causes:

  • Products created but not published to sales channels
  • Viewing wrong Shopify store
  • Products in draft status
  • Shopify search/filter hiding products

Solutions:

  1. In Shopify Admin, go to Products
  2. Check Status filter - make sure "Active" is selected
  3. Check Sales Channels - products may need to be published
  4. Verify you're viewing the correct store (if multi-store)
  5. Search for a specific product by name to verify it exists
  6. Review Sync History - check Created count (should be >0)

Products Have Missing or Incorrect Data ​

Symptoms: Products synced but missing images, descriptions, or metafields.

Causes:

  • Source data incomplete
  • Metafields not set up before sync
  • Optional metafields disabled
  • Image URLs broken or expired

Solutions:

  1. Check Sync History for errors
  2. Verify metafield setup is complete
  3. Enable optional metafields in Settings → Metafield Setup
  4. Run Force Re-sync to re-populate data
  5. Report data quality issues to support

Duplicate Products in Shopify ​

Symptoms: Same card appears multiple times in Shopify.

Causes:

  • Synced same set multiple times without Force Re-sync
  • Product matching failed (couldn't identify existing product)
  • Different variants treated as separate products

Solutions:

  1. Manually delete duplicate products in Shopify Admin
  2. Run Force Re-sync in future to update existing products
  3. Contact support if duplicates persist

Authentication & Access Issues ​

"Unauthorized" or "Access Denied" Errors ​

Symptoms: Can't access certain features or pages.

Causes:

  • Session expired
  • Logged out
  • Insufficient permissions
  • OAuth token expired (for connected stores)

Solutions:

  1. Log out and log back in
  2. Verify you have admin access to the Shopify store
  3. Reconnect the store (disconnect and connect again)
  4. Clear browser cookies and cache
  5. Try incognito/private browsing mode

Logged Out Unexpectedly ​

Symptoms: Session ends without logging out manually.

Causes:

  • Session timeout (inactive for >1 hour)
  • Browser cookies cleared
  • Multiple sessions in different tabs

Solutions:

  1. Log in again
  2. Enable "Remember Me" if available
  3. Avoid clearing cookies while using the app
  4. Keep at least one tab active to maintain session

Deletion Issues ​

Can't Delete Products ​

Symptoms: Delete All Products feature fails or hangs.

Causes:

  • No products to delete
  • Shopify API rate limit
  • Products locked (e.g., in active orders)

Solutions:

  1. Check product count before deleting
  2. If deletion hangs, refresh and try again
  3. If rate limit error, wait 5-10 minutes and retry
  4. For locked products, wait until orders are fulfilled

Deletion Stops Partway Through ​

Symptoms: Deletion progress stops before 100%.

Causes:

  • Network timeout
  • Shopify API error
  • Some products can't be deleted (locked by orders)

Solutions:

  1. Check deletion results summary (how many deleted vs. failed)
  2. Refresh Shopify Admin to verify deleted products
  3. Manually delete remaining products if needed
  4. Note failed product details for support

Common Error Messages ​

"Metafield definitions not found" ​

Cause: Metafields not set up.

Fix: Go to Settings → Metafield Setup → Click Setup Metafields.

"Rate limit exceeded" ​

Cause: Too many API requests to Shopify in a short time.

Fix: Wait 5-10 minutes and retry. Reduce concurrent syncs.

"Product limit reached" ​

Cause: Your Shopify plan's product limit has been reached.

Fix: Upgrade your Shopify plan or delete unused products.

"Authentication failed" ​

Cause: OAuth token expired or invalid.

Fix: Disconnect and reconnect the store.

"Invalid pricing configuration" ​

Cause: Pricing settings have invalid values.

Fix: Check Pricing Configuration for errors (e.g., markup <1.0, negative minimums).

"Network timeout" ​

Cause: Request took too long to complete.

Fix: Check your internet connection. Retry the operation. Contact support if persistent.

Getting Additional Help ​

Before Contacting Support ​

Gather this information:

  1. Job ID (from Sync History if sync-related)
  2. Store URL (e.g., mystore.myshopify.com)
  3. Error message (exact text or screenshot)
  4. Steps to reproduce (what you were doing when error occurred)
  5. Browser and version (e.g., Chrome 119)
  6. Timestamp (when the issue happened)

Contact Support ​

Community Resources ​

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