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Basic Troubleshooting

Edge Products

Problem

Solution

Inventory discrepancy / products showing up on website that are not in the Edge or vise versa

Perform a full upload in the EDT program on your server computer and wait a 3-5 hours to see if it resolves. If not, contact your account manager.

Vendors or categories not showing on website

Ensure the POS Category Mapping & POS Vendor Mapping pages are completed as much as possible.

Missing / broken images

Contact your account manager, solutions multiple possible

Premium Vendor Products

Problem

Solution

I want to hide some of the products from a Premium Vendor I am subscribed to

Follow this article to hide specific products

PageBuilder

Problem

Solution

I made a mistake on a page, and want to undo it

Restore an autosave backup

Pop Ups

Problem

Solution

I can’t see the pop up I added to my website

Redirects

Problem

Solution

My redirect isn’t working properly

Ensure you’re only using everything after the .com (e.g. /brands, /jewelry)

My redirect isn’t saving

Ensure you’re not using an alias that already exists as a page (e.g. /diamonds, /start-a-project)

Categories

Problem

Solution

I don’t know how to make a root / sub category

Drag a category to the left to make it a root category and to the right, under a different category to make it a sub category. 

There are blank category spaces in my navigation submenu (on /jewelry)

If making categories invisible, ensure that you do that to all subcategories under the root category or your navigation will look strange

Manage Jewelry Page

Problem

Solution

There are hidden items in my Manage Jewelry page

Check the box at the view bottom of the Manage Jewelry table labeled “Show hidden items”

A product I know is on my website won’t show up when I search by SKU #.

Be sure to include any “-” (dashes) and any zeros in the SKU number, ex: 002-440-00790

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