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Issues with Atrex eCommerce Import/Export: Common Causes and Fixes

Overview

This article lists the most common issues encountered with Atrex eCommerce Import/Export, explains likely causes, and provides clear, step-by-step fixes to get your product catalog and data transfers back on track.

1. Import file rejected or fails on upload

• Cause: Incorrect file format (wrong CSV/Excel structure), missing required columns, or bad encoding (non-UTF-8).
• Fix:
  1. Export a sample template from Atrex and match column order and headers exactly.
  2. Save CSV files as UTF-8 encoding.
  3. Remove hidden characters and extra BOM with a plain-text editor.
  4. Validate the file using a simple script or spreadsheet checks (no empty required fields).

2. Missing or mismatched product SKUs after import

• Cause: SKU column missing or duplicates in import file; inconsistent SKU formatting (leading zeros, spaces).
• Fix:
  1. Ensure every product row includes a unique SKU.
  2. Trim whitespace and standardize formatting (e.g., preserve leading zeros by setting column as text).
  3. Check for duplicate SKUs and resolve conflicts before importing.

3. Incorrect prices or currency issues

• Cause: Price column formatted as text, wrong decimal separators, or currency code mismatches.
• Fix:
  1. Use consistent decimal separators (dot vs comma) matching Atrex settings.
  2. Convert price columns to numeric type in spreadsheet software.
  3. Include a currency column if importing multi-currency data and verify mapping in Atrex.

4. Images not linked or not importing

• Cause: Broken image URLs, inaccessible files (permissions), or missing URL column.
• Fix:
  1. Host images on a publicly accessible server and use absolute URLs (https://…).
  2. Verify URLs open in a browser without authentication.
  3. Use the designated image column/header and limit file size/resolution per Atrex specs.

5. Categories not assigned or misnested

• Cause: Category path format incorrect, missing parent categories, or mismatched delimiters.
• Fix:
  1. Use full category paths if required (e.g., “Electronics > Computers > Laptops”).
  2. Confirm delimiter used by Atrex (“>”, ”/“, or ”|“) and apply consistently.
  3. Pre-create parent categories in Atrex if the importer does not auto-create them.

6. Attribute or custom field data lost

• Cause: Attribute names mismatch or unsupported characters; custom fields not enabled.
• Fix:
  1. Export existing attributes to see exact names and formats.
  2. Map import columns to Atrex attribute identifiers where supported.
  3. Enable custom fields in Atrex settings before import.

7. Partial imports / timeouts on large files

• Cause: Server timeouts, upload limits, or memory constraints.
• Fix:
  1. Split large files into smaller batches (e.g., 1,000 rows).
  2. Use Atrex’s bulk import API or CLI if available for larger datasets.
  3. Contact hosting provider to increase upload size/time limits or run imports during off-peak hours.

8. Data duplication after repeated imports

• Cause: Importer creating new items instead of updating existing ones due to missing unique identifier.
• Fix:
  1. Use SKU or product ID as the unique key and choose “update existing” mode.
  2. Test import on a small sample and review results before full run.
  3. Remove duplicates in Atrex with a merge or cleanup tool if available.

9. Import log shows cryptic errors

• Cause: Generic error messages or internal validation failures.
• Fix:
  1. Export and inspect the importer log for row numbers and error codes.
  2. Reproduce the problem with the failing row in isolation to pinpoint the issue.
  3. Search Atrex support docs for the error code or reach out to support with the log excerpt.

10. Exported data missing fields or wrong format

• Cause: Export template missing optional fields or filters applied; character encoding issues.
• Fix:
  1. Use a custom export template including all required fields.
  2. Check export filters and remove unintended constraints.
  3. Ensure UTF-8 encoding when opening exports in spreadsheet software.

Best practices to avoid issues

• Always back up your catalog before mass imports/exports.
• Work with small test files first, then scale up.
• Keep a version-controlled template for import/export files.
• Maintain a changelog documenting imports (date, operator, file name).
• Automate validation steps (schema checks, duplicate detection) into your workflow.

Quick troubleshooting checklist

1. Validate file format