Troubleshooting Common Issues

Troubleshooting Common Issues

SFTP Connection Issues

"Connection refused" error

• •Verify you're using port 2222, not the standard SSH port 22
• •Check that the integration is not in "disabled" status

"Authentication failed" error

• •Re-check your username and password from the integration details
• •Credentials are case-sensitive
• •If credentials were rotated, use the new ones from the dashboard

Files uploaded but not processing

• •Ensure files are in the root directory of the SFTP home
• •Check file encoding is UTF-8
• •Verify the file has a header row
• •Check the sync logs for parse errors

Inventory Issues

Vehicles not appearing after sync

• •Check the integration logs for errors (Integrations > [Your Integration] > Logs)
• •Verify field mappings are configured correctly
• •Ensure the VIN field is mapped — it's required for all records
• •Check if the integration status is "active"

Duplicate vehicles

• •Vehicles are deduplicated by VIN within each integration
• •Cross-source duplicates are expected — use Merge Configs to combine them
• •If you see true duplicates (same VIN, same source), check that your data provider isn't sending the same file twice

Price showing as $0 or null

• •Check the field mapping for the price column
• •Verify the source data has prices in numeric format (no currency symbols)
• •Check if a transformation rule is overriding the price

Authentication Issues

"401 Unauthorized" responses

• •JWT tokens expire — refresh your token using POST /api/v1/auth/refresh
• •API keys must be sent in the X-API-Key header (not the Authorization header)
• •Check that your API key scopes include the required permissions

"403 Forbidden" responses

• •Your user role doesn't have permission for this action
• •Your API key scope is too restrictive
• •Contact your admin to upgrade your role or key scopes

Performance Issues

Slow API responses

• •Use pagination (limit and offset) — don't fetch all records at once
• •Add filters to narrow results (status, integration_id, search)
• •Large inventories (1000+ vehicles) may take longer on first load

Sync taking too long

• •Large files (10,000+ records) may take several minutes
• •Check the sync logs for the processing duration
• •If consistently slow, contact support for optimization

Getting More Help

If these solutions don't resolve your issue:

• 1Check the Activity log for error details
• 2Check the Audit log for security-related issues
• 3Ask the AI Assistant — it can help diagnose common problems
• 4Email [email protected] with your integration ID and a description of the issue