Common Issues

Running into problems? This guide covers the most common issues people encounter when managing the Lib&Co website content, with quick solutions to get you back on track.

What you'll find: Fast fixes for typical problems, organized by what's not working.

Product Not Showing on Website

Most common issue. Here's the systematic troubleshooting approach:

Check Business Central First

1. Verify the 2 required attributes are present:

  • Category - Product Category (must be: Pendants, Chandeliers, Wall Mounts, or Ceiling Mounts)

  • Collection Name (must match SharePoint folder exactly)

Where to check: Item card > Item > Attributes

Fix: Add missing attributes - see Item Attributes Quick Reference

2. Check product name fields:

  • No. field has complete SKU

  • Description field is filled out

Where to check: Item card > Item section

Fix: Update fields - see Update Product Names

Check SharePoint Next

3. Verify collection folder exists:

  • Location: Website assets / Collection placeholder images / [Collection Name]

  • Folder name must match Collection Name attribute in BC

Fix: Create collection folder - see Add a New Collection

4. Verify product folder exists:

  • Location: Website assets / Products / [Collection] / [SKU]

  • Folder name must be the complete SKU

Fix: Create product folder - see Add a New Product

5. Check primary image is present:

  • File must be in product folder

  • Named: [SKU].jpg or [SKU].webp

  • Dimensions: 1200 x 1100 px

Fix: Upload primary image - see Add a New Product

6. Wait for sync:

  • Changes take 10-15 minutes to appear

  • Sometimes up to 15-20 minutes

  • Refresh the website after waiting

Product Showing in Wrong Collection

Symptoms: Product appears under the wrong family collection on the website.

Solution 1: Check Collection Name Attribute

1. Open item card in Business Central

2. Navigate to Item > Attributes

3. Find Collection Name attribute

  • Does it match the SharePoint collection folder?

  • Is spelling exact?

4. Update if incorrect

  • Change to correct collection name

  • Close attributes window to save

  • Run the flow: Automate > API Connection > Run Flow

See guide: Update Product Attributes

Solution 2: Check SharePoint Folder Location

1. Navigate to SharePoint

  • Go to: Website assets / Products

2. Find the product folder

  • Is it inside the correct collection folder?

3. Move if in wrong location

  • Cut/paste to correct collection folder

  • Or recreate in correct location

See guide: Update Product Info

Changes Not Syncing to Website

Symptoms: You made changes in SharePoint or BC but the website hasn't updated.

For Business Central Attribute Changes

Did you run the flow?

Modifying existing product attributes requires running the flow to trigger sync:

  1. Make changes in Item > Attributes

  2. Close to save

  3. Navigate to Automate

  4. Click API Connection button

  5. Run Flow

  6. Wait for success message

If you didn't run the flow: Changes stay in BC only, website doesn't update.

See guide: Update Product Attributes

For SharePoint Changes

Did you delete and re-upload?

Many SharePoint changes require deleting the old file first:

For images:

  1. Delete old image

  2. Upload new image

  3. Wait for sync

For videos, catalogues, lifestyle images:

  • Same process - delete first, upload new

Don't try to replace or overwrite - it doesn't trigger properly.

Wait Long Enough?

Typical sync timing:

  • Most changes: 10-15 minutes

  • Large files: 15-20 minutes

  • Complex updates: Up to 250-30 minutes

What to do:

  1. Note the time you made the change

  2. Wait at least 15 minutes

  3. Hard refresh the website (Ctrl+Shift+R or Cmd+Shift+R)

  4. Check again

Auto-Rejection Email Received

Symptoms: You received an email notification that a file or attribute was rejected.

Read the Email First

The rejection email tells you:

  • Which product or file was rejected

  • What the issue is

  • Why it failed validation

Common reasons:

  • Image dimensions incorrect

  • File type not supported

  • File naming doesn't follow convention

  • Attribute formatting doesn't meet standards

For Image Rejections

Check dimensions:

  • Product images: 1200 x 1100 px

  • Collection images: 1400 x 686 px

  • Lifestyle images: 1430 x 730 px

  • Line drawings: 3600 x 3300 px

Check file types:

  • Must be JPG/JPEG or WEBP

  • No PNG, GIF, or other formats

Fix:

  1. Delete rejected file from SharePoint

  2. Resize/convert image to meet requirements

  3. Re-upload corrected file

For Attribute Formatting Rejections

Check dimension formatting:

Common mistakes:

  • No space after quote marks: 10"L should be 10" L

  • No space around x: 10x20 should be 10 x 20

  • Wrong order: 20" H x 10" L should be 10" L x 20" H

Fix:

  1. Open item card in BC

  2. Navigate to attributes

  3. Fix formatting to match standards exactly

  4. Save and close

  5. Run flow if modifying existing product

Folder Renaming Doesn't Work

Symptoms: You renamed a folder but changes aren't showing on the website.

Why This Happens

Renaming folders doesn't trigger SharePoint events.

The backend system watches for new folders (creation) and deleted folders (removal), but not renamed folders.

Solution: Delete and Recreate

For collection folders:

  1. Create new folder with correct name

  2. Download assets from old folder

  3. Upload assets to new folder

  4. Delete old folder

For product folders:

  1. Create new folder with correct SKU

  2. Download all files from old folder

  3. Rename files to new SKU (if SKU changed)

  4. Upload to new folder

  5. Delete old folder

See guides:

Images Not Displaying Correctly

Symptoms: Images appear distorted, stretched, cropped incorrectly, or missing on the website.

Check Exact Dimensions

Product images:

  • Must be exactly 1200 x 1100 px

  • Not approximate - exact pixels

Collection images:

  • Must be exactly 1400 x 686 px

Lifestyle images:

  • Must be exactly 1430 x 730 px

Check File Naming

Primary images:

  • Must be named exactly as the SKU

  • Example: 12345-022.jpg

Collection images:

  • Must match family name

  • Example: sorrento.jpg

If naming is wrong: Delete and re-upload with correct name.

Check File Type

Only JPG/JPEG or WEBP are accepted.

If using PNG, GIF, or others:

  1. Convert to JPG or WEBP

  2. Delete old file

  3. Upload converted file

Video Not Playing on Product Pages

Symptoms: Video player appears but video doesn't play, or no video shows at all.

Check File Name

Video file must be named after the collection:

  • Collection: Sorrento Collection

  • Video file: sorrento.mp4 or Sorrento.mp4

Spelling must match exactly (case doesn't matter).

Check File Type

Only .mp4 or .mov are accepted.

If using other formats:

  1. Convert to .mp4 or .mov

  2. Delete old file

  3. Upload converted file

Check File Location

Video must be in:

If in wrong location: Delete and upload to correct folder.

Catalogue Not Available on Download Page

Symptoms: Uploaded catalogue PDF but it's not showing on the website downloads page.

Check File Name

Must be exactly:

  • catalogue-[year]-release.pdf

  • All lowercase

  • Hyphens between words

Examples:

  • ✅ catalogue-2023-release.pdf

  • ❌ Catalogue-2023-Release.pdf

  • ❌ catalogue_2023_release.pdf

Fix: Delete and re-upload with correct name.

Check File Location

Must be in year folder:

Verify:

  • Year folder exists

  • PDF is inside the year folder

  • Year in file name matches folder

Check File Size

Maximum 30 MB.

If larger:

  1. Compress the PDF

  2. Reduce image quality

  3. Re-upload compressed version

Spec Sheet Generation Failing

Symptoms: Sanity check shows failures, or spec sheets aren't generating correctly.

Common Sanity Check Failures

Product not in Business Central:

  • Create product in BC first

  • Add No., Description, and Attributes

Missing collection folder:

Missing product folder:

No primary image:

  • Upload primary image to product folder

  • Named: [SKU].jpg

Missing line drawing:

  • Upload to Line Drawing folder

  • Named: Line drawing - [First 5 digits].jpg

  • Dimensions: 3600 x 3300 px

Excel File Issues

Format must be exact:

  • Single column

  • Column A titled "Item Numbers"

  • One SKU per row

  • Maximum 25 SKUs

  • No blank rows

See guide: Generate Spec Sheets

Can't Find the Flow Button

Symptoms: Need to run the flow after updating attributes but can't find the API Connection button.

Where to Look

Location in Business Central:

  1. Open item card

  2. Main menu: Automate

  3. Look for button (name changes)

  4. Might say: "API Connection", "Submit Changes", or similar

Button Name Changes

The button name continuously changes - this is normal.

Look for any button in the Automate menu that suggests:

  • API

  • Connection

  • Submit

  • Flow

  • Update

Authorization Required

If you don't see the button at all:

  • You might not have authorization to run flows

  • Request flow execution permissions

Still Having Issues?

If you've tried the troubleshooting steps and things still aren't working:

Double-Check the Basics

Verify Across Platforms

Make sure everything matches:

In Business Central:

  • SKU in No. field

  • Collection Name in attributes

In SharePoint:

  • Product folder named as SKU

  • Located in correct collection folder

  • Collection folder name matches BC attribute

If anything doesn't match: Fix the mismatch first.

Clear Your Cache

Sometimes browser caching makes it look like changes didn't sync.

Try:

  1. Hard refresh: Ctrl+Shift+R (PC) or Cmd+Shift+R (Mac)

  2. Clear browser cache completely

  3. Try a different browser

  4. Try incognito/private mode

Quick Troubleshooting Checklist

Use this checklist to systematically diagnose issues:

Business Central:

SharePoint:

General:

Related Guides

Remember: Most issues come down to either missing required data, incorrect naming/formatting, or not waiting long enough for sync. Work through the checklist systematically and you'll find the problem.

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