Troubleshooting

Here are the most frequent issues and questions encountered by our customers. Tip: use the Search bar to find your error code.

How to fix a warning about mismatched CMS items?

You're seeing a warning indicating a mismatch between the number of CMS items in your collections and those created by PowerImporter? This usually occurs if someone has manually modified the CMS items directly in Webflow instead of making changes in Airtable.

PowerImporter works as a one-way sync tool, and Airtable should be your single source of truth.

How to fix the issue:

  1. Clear Webflow CMS Items: delete all Webflow CMS items from each collection that you have mapped in PowerImporter

  2. Publish the Empty Site. after clearing the CMS items, immediately publish the empty Webflow site.

  3. Resync with PowerImporter: Once the site is published, proceed to resync the PowerImporter workflow. This will re-establish the correct data from Airtable into your Webflow CMS.

Don't skip step 2โ€”it will ensure that all your slugs can be reused, which is important for your SEO.

Please follow these steps to resolve the issue and ensure your data remains consistent across platforms. If the problem persists, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error message !api-code-400"?

The error often occurs due to an invalid character in the slug.

Understanding the Error:

Webflow enforces specific formatting rules for slugs. A valid slug must: > Contain only lowercase English letters (a-z), numbers (0-9), and dashes (-). > Must not begin or end with a dash (-).

Immediate manual fix:

Locate the slug with the invalid character and remove it or replace it with a valid character, typically a dash.

Auto-generation Option:

Alternatively, you can choose to unmap the slug field in PowerImporter settings. This allows PowerImporter to automatically generate compliant slugs for you. After making the necessary changes to the slug or adjusting your PowerImporter settings, attempt to resync your data.

If the problem persists, please email help@powerimporter.com and we will be able to assist you.

How to fix an invalid slug error?

The error often occurs due to an invalid character in the slug.

Understanding the Error:

Webflow enforces specific formatting rules for slugs. A valid slug must: > Contain only lowercase English letters (a-z), numbers (0-9), and dashes (-). > Must not begin or end with a dash (-).

Immediate manual fix:

Locate the slug with the invalid character and remove it or replace it with a valid character, typically a dash.

Auto-generation Option:

Alternatively, you can choose to unmap the slug field in PowerImporter settings. This allows PowerImporter to automatically generate compliant slugs for you. After making the necessary changes to the slug or adjusting your PowerImporter settings, attempt to resync your data.

If the problem persists, please email help@powerimporter.com and we will be able to assist you.

How to fix an HTTP 500 error?

This error code indicates a problem on our end, not with your device or internet connection.

An HTTP 500 error means that our system has encountered an unkown error. We need to investigate the issue that's causing this error.

Please contact Customer Service at help@powerimporter.com, indicating the email address associated with your PowerImporter account, so we are alerted to this problem and can fix it. Thank you for your patience!

How to fix an "Error code !api-rate-limit-reach" during an import?

Webflow's API limits are 60 requests per minute. PowerImporter is designed to operate within these limits.

Despite precautions, sometimes the API might still return a rate limit error. This can happen if you're running other automations that also use the Webflow API, which may collectively exceed the rate limit.

> During the sync preparation phase, if a rate limit error occurs, the import is aborted to prevent partial updates. > During the sync create/update phase, PowerImporter will wait and retry the import until it can proceed without triggering the rate limit error.

Recommended Actions: If the import fails sporadically due to a rate limit error, you may choose to ignore it. PowerImporter will automatically retry at the next scheduled time. Persistent Issues: For recurring rate limit errors, consider increasing the delay between scheduled syncs in PowerImporter settings. This adjustment provides more space for any other automations you have running to complete their API calls without interference.

Further Steps: โ€> Check if there are any other processes or automations running simultaneously that might consume the API limit. > Adjust the frequency of those processes or stagger them to avoid overlapping with PowerImporter's operations. โ€ If you continue to encounter rate limit errors or need assistance adjusting your settings, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !cms-items-not-found"?

This error typically occurs if CMS items have been manually deleted directly in Webflow's CMS editor, rather than being deleted from Airtable.

Remember, PowerImporter operates on a one-way sync from Airtable to Webflow, with Airtable being the single source of truth.

To ensure consistency, all deletions and modifications should be made in Airtable only.

Corrective Action: Step 1: Clear Webflow CMS Items: Delete all Webflow CMS items from each collection that you have mapped in PowerImporter. Step 2: Publish the Empty Site: After clearing the CMS items, immediately publish the empty Webflow site. This step is crucial to ensure that the slugs associated with those items can be reused, which helps to maintain SEO continuity. Step 3: Resync with PowerImporter: Once the site is published, proceed to resync the PowerImporter workflow. This will re-establish the correct data from Airtable into your Webflow CMS. Warning: Do not skip the publishing step (step 2), as failing to do so may result in SEO issues due to slug inconsistencies.

If you've taken these steps and still experience issues, or if you need guidance during this process, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !collection-not-found"?

This error is showing up because there is a discrepancy between the collections expected by PowerImporter and the ones currently in Webflow, likely due to a restoration of a backup on Webflow.

Understanding the issue:

Webflow automatically creates backups, and if you perform an "undo" action in the Webflow designer, you might unintentionally revert to an older backup that doesn't have the correct collection setup that PowerImporter is expecting.

How to fix: Resetting the Sync Process: The most effective way to fix this issue is to reset your sync setup. Here's how to do it: Step 1: Clear Webflow CMS Collections: Go through each collection that is mapped in PowerImporter and delete all CMS items. Step 2: Publish Empty Site: Once you have removed all items, publish the site to reflect these changes. This step is vital as it allows you to reuse the slugs associated with your CMS items, preserving your SEO efforts. Step 3: Resync with PowerImporter: After publishing the empty site, initiate a fresh sync with the PowerImporter workflow. This will align Webflow's CMS with your Airtable data.Important

Reminder: Do not omit the publishing step (step 2) as it ensures that the slugsโ€”which are important for SEOโ€”are maintained correctly.

If after these steps you still encounter issues, or if you have questions about the process, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !conflicterror:-conflict-with-server-data"?

Before you can use PowerImporter to update your CMS, your site needs to be published. How to fix: Step 1: Ensure that you have published your site in Webflow. This can be done by going to the Webflow dashboard, selecting your site, and hitting the 'Publish' button. Step 2: Once your site is published, proceed with updating your CMS through PowerImporter.

If you continue to face problems after publishing your site or have any questions, please email help@powerimporter.com and we will be able to assist you.

How to fix an "!do-not-support-ecommerce" error code?

As of now, PowerImporter has not extended its functionalities to integrate with Webflow's ecommerce API. This is why you're seeing this error message when attempting to sync ecommerce data. Unfortunately, this means that you cannot use PowerImporter to sync ecommerce-related data such as products, variants, or categories to Webflow at this time. We sincerely apologize for any inconvenience caused. Our team is dedicated to improving PowerImporter and expanding its capabilities. The integration with Webflow's ecommerce API is a significant part of our discussion for future updates.

How to fix a "CSV:Upload file error: undefined method `gsub' for nil:NilClass"?

This error typically arises during the upload process of a CSV file when the system encounters a formatting issue within the file. โ€Solution: > Check for Malformed Data: The error indicates that there's a problem with the CSV file formatting. This might be due to incorrect separators, like using semicolons instead of commas, or having unexpected null (empty) characters in the data. > Validate First Row: Ensure that the first row of your CSV file contains valid column names. These headers are crucial for PowerImporter to understand and map the data correctly. โ€ โ€Step-by-Step Troubleshooting: Open Your CSV File: Use a text editor or a spreadsheet program like Microsoft Excel or Google Sheets to open your CSV file. Inspect Separators: Verify that the file is using commas to separate values. If your spreadsheet program is set to a different locale, it might use semicolons or another character as separators; adjust this setting if needed. Look for Null Values: Check for and remove any unexpected null characters or empty fields that could be causing the error. Confirm Column Headers: Ensure the first row has the correct column headers and that none of them are missing. Save and Re-upload to PowerImporter: After making the necessary corrections, save the CSV file and try uploading it again to PowerImporter.

If after these steps you still encounter issues, or if you have questions about the process, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !illegal-key-mongo-db" on PowerImporter

You've run into an error which is due to a current limitation in the backend database utilized by PowerImporter.

MongoDB, which is used by PowerImporter, does not allow field names to contain periods (.). This restriction applies even if the field name with the period is not being directly mapped.

โ€Solution: โ€Review Airtable Field Names: Go through all your Airtable field names, not just the ones you have mapped, and ensure none of them include a period (.).

โ€Step-by-Step Resolution: โ€Step 1: Check Airtable Fields: Open your Airtable base and examine each field name for periods. Step 2: Rename Fields: If you find any field names with periods, rename them to exclude the period. For example, change "Field.Name" to "Field Name" or "Field_Name". Step 3: Refresh Field List in PowerImporter: Step 4: Navigate to the Edit -> 4. Fields section in PowerImporter. Step 5: Click the Refresh button located at the top right to reload the field names from Airtable. Step 6: After the refresh, ensure that all your fields are still correctly mapped according to your requirements. Step 7: Once you've confirmed the mappings are correct, click Save to apply the changes.

If the steps resolve your issue, you can continue with your data syncing operations. If you encounter any further errors or issues, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !inconsistent-publication-error" in PowerImporter

This error message is presented when there's a discrepancy in the publication state across different domains within Webflow. For the API to function correctly, all domains must be synchronized in their publish time/state.

Root Cause: Webflow's API enforces uniformity in the site's publish status across all connected domains to ensure consistency. If one or more domains are not up-to-date, this error will occur when attempting to push updates through PowerImporter.

โ€Immediate Solution: โ€Please publish your site to all configured domains within Webflow to align their publish states.

โ€Step-by-Step Resolution: โ€Step 1: Log in to your Webflow dashboard and navigate to the project experiencing issues. Step 2: Locate the publish button in your project dashboard. Ensure that all domains (both staging and live) are selected for publication. Step 3: Execute the publish action, ensuring that the site updates are pushed to each domain simultaneously. Step 4: Sync: Once all domains are published and thus in sync, return to PowerImporter and start the sync process again.

If you encounter any further errors or issues, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !nil-class" with PowerImporter

The "Error code !nil-class" typically arises when there have been changes to fields within Airtable or your Webflow CMS, and PowerImporter's workflow cannot find the expected data.

This error often indicates that PowerImporter is attempting to access a field that has either been renamed, removed, or otherwise modified in a way that it no longer aligns with the workflow's configuration.

The primary method to resolve this error is to refresh the field mappings within PowerImporter: Step 1: Within PowerImporter, go to Edit > 4. Fields. Step 2: Click on the Refresh button, which is usually found in the top right corner of the interface. This action re-pulls the field data from Airtable and the CMS. Step 3: Carefully check that all the fields listed are correctly mapped and reflect the current structure of your Airtable and CMS. Step 4: After confirming that the mappings are correct, hit Save to apply any updates.

โ€Additional Guidance: > Ensure that the field names and types in Airtable and Webflow CMS match with what you have set up in PowerImporter. > Itโ€™s a good practice to periodically review your field mappings to preempt any potential disruptions in your workflow.

If you encounter any further errors or issues, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !patch-updates" in PowerImporter

Encountering "Error code !patch-updates" typically signifies an issue with the status of CMS items within Webflow, where items might be inadvertently set to "Draft" or "Archived" status.

This is because PowerImporter expects all items that it manages to be in a "Published" state to ensure a seamless update process. When items are in "Draft" or "Archived" status, PowerImporter is unable to apply updates to these items, resulting in the error code.

โ€How to fix: โ€Step 1: Log into your Webflow dashboard and navigate to the CMS section. Examine the items being managed by PowerImporter for any that are marked as "Draft" or "Archived." Step 2: If you find any items in these statuses, select them and change their status to "Published." Step 3: After ensuring all items are in the "Published" state, publish your site so the changes take effect. Step 4: Go back to PowerImporter and attempt to sync again.

โ€Additional Tips: > Regularly check if there have been any manual updates to your CMS items that may affect the sync process. > Confirm that all changes, including status updates, are fully published in Webflow before running the PowerImporter workflow.

If updating the statuses does not resolve the issue, or if you are unsure of any steps, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !site-not-published" with PowerImporter

PowerImporter requires that the Webflow site be published in order to accurately reflect and sync the CMS items. Unpublished changes or domains prevent PowerImporter from performing its intended operations.

โ€Immediate Actions: โ€You will need to ensure that your Webflow site is fully published across all domains you are using.

โ€Detailed Instructions: โ€Step 1: Log into your Webflow account and navigate to the project dashboard connected with PowerImporter. Step 2: Within your project settings, find the 'Publish' section and ensure you publish your site to all configured domains. Step 3: : After publishing, confirm that the site is live and accessible from all domains. Step 4: : With the publication confirmed, initiate the PowerImporter sync process again.

If you encounter any further errors or issues, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Error code !webflow-api-error-conflict" in PowerImporter

Webflow requires a site to be published after updating or adding a CMS plan to ensure that all the features and limits of the plan are properly implemented and recognized through the API.

Immediate Action: Confirm that you have published your site on Webflow after adding or updating your CMS plan.

โ€Detailed Instructions: โ€Step 1: Access your Webflow dashboard and select the project that is linked to PowerImporter. Step 2: Navigate to the "Publish" button in your project dashboard. Ensure you select all domains to which the site should be published. Step 3: After publishing, give it a few minutes and then check if the Webflow API recognizes your CMS plan. This can sometimes be confirmed by looking for new features or limits being available in your project settings. Step 4: With your site now published, attempt to run the PowerImporter sync process again to see if the error is resolved.

โ€Proactive Tips: > Establish a habit of publishing your site after making any significant changes to settings or plans to ensure all systems recognize the updates. > Ensure that your current Webflow CMS plan supports all the functionalities you need for your sync operations.

If you encounter any further errors or issues, please email help@powerimporter.com and we will be able to assist you.

How to fix an "Missing a Paid Plan" Error in PowerImporter

โ€Understanding the Error: โ€PowerImporter pairs your subscriptions with your workflows dynamically, based on the specific requirements of each workflow. This pairing only occurs when the workflows run. If your current subscription does not meet the requirements for all your Webflow sites, PowerImporter will notify you with an error message.

โ€How to Fix: 1. Review Your Workflows: check if you have any workflows that are no longer in use or needed. These could be taking up subscription "slots" unnecessarily. 2. Delete Unnecessary Workflows: remove any workflows that you don't need. PowerImporter will then automatically reassign your subscription to the remaining workflows. 3. Adjust Your Subscription: > If all workflows are necessary, consider adding a new paid plan to your account that meets the requirements of your Webflow sites. > Alternatively, you may need to upgrade your current plan to a higher tier that fulfills more requirements.

If you're unsure which plan suits your needs or if you have other questions, please email help@powerimporter.com and we will be able to assist you.

How to fix Image Upload Issues in PowerImporter

When you're experiencing issues with uploading images via PowerImporter, the source of the problem is often related to the nature of the URLs included in your original data. Here's how to troubleshoot and fix this issue.

โ€Common Causes:

  • Image URLs may not directly point to the Image files but lead to a web page where the Image is displayed.

  • Image URL does not begin with http:// or https://

โ€How to Verify:

โ€1. Check the URL Format: - An image URL should typically end with an image file extension, such as `.jpg`, `.png`, or `.gif`. - Image URLs must begin with either http:// or https://

2. Test the URL: - Open one of the image URLs from your CSV file in a Chrome browser. - Observe the Chrome tab's behavior.

Expected Behavior: - The tab should display only the image with its name and dimensions visible at the top. - If the tab shows the name of a website (such as "Google Drive"), you are not directly linking to the image file. The tab will look more like a webpage than a file preview.

โ€How to Fix:

  • Find the Direct Image URL: for images hosted on platforms like Google Drive, youโ€™ll need to obtain a direct link to the image file itself, not the page where it's displayed.

  • If your URL does not begin with http:// or https://, replace it with a URL containing http:// or https://.

โ€Need More Help? If the issue persists or you're unsure how to obtain direct image URLs, please email help@powerimporter.com and we will be able to assist you.

Resolving Oversized Images for Webflow

When syncing images to Webflow via PowerImporter, you may encounter a limitation due to Webflow's maximum image file size of 4MB. Should an image exceed this size, Webflow will not process it, which is indicated by a warning in PowerImporter.

โ€To address this issue: Step 1: Identify the oversized images using the import log in PowerImporter. Step 2: Download the large images to your local machine. Step 3: Use an image editing tool (such as Photoshop, Gimp, or TinyPNG) to resize or compress the images. Step 4: Re-upload the optimized images back into your Airtable base. While this process requires manual intervention, it's a necessary step to ensure all images are accepted by Webflow during the sync.

โ€Need More Help? If the issue persists or you're unsure how to obtain direct image URLs, please email help@powerimporter.com and we will be able to assist you.

How to fix Format Issues with HTML Conversion in PowerImporter

Encountering formatting issues in your sync? It could be due to the conversion settings for markdown fields. Here's how you can ensure your markdown fields in Airtable are correctly converted to HTML for Webflow.

โ€1. Check Conversion Settings โ€Navigate to your field mappings by selecting Edit > 4. Fields within your PowerImporter dashboard. โ€2. Enable Markdown to HTML Conversion โ€Look for the "Convert markdown to HTML" option.Ensure the checkbox next to this setting is checked to activate the conversion. โ€3. Save Your Settings โ€After checking the box, save your settings to apply the changes.

โ€What Happens Next? With this option enabled, your markdown fields from Airtable should now be correctly converted to HTML in Webflow. This typically resolves any formatting discrepancies related to markdown fields.

โ€Still Facing Issues? If you've followed these steps and continue to experience format issues, please let us know. Contact us at help@powerimporter.com.

I have synced but not all records have been updated - is this normal?

PowerImporter is designed to efficiently handle your data synchronization needs. It intelligently tracks changes made to your Airtable records, including updates and deletions. When you initiate a sync, only the modified or removed records will be reflected in the corresponding updates or deletions of Webflow CMS items. This targeted synchronization ensures your Webflow content remains up-to-date without redundant operations on unchanged data.

If you have any further questions, please email help@powerimporter.com and we will be able to assist you.

PowerImporter has updated more items than I wanted

When PowerImporter updates a larger number of items than anticipated, this is typically because it has identified discrepancies between the data present in Airtable and the existing content in Webflow CMS. PowerImporter's design assumes that Airtable serves as the authoritative data source and expects all content modifications to be conducted within Airtable.

โ€How to fix: Ensure that all data edits are performed within Airtable. PowerImporter will synchronize these changes to reflect them accurately in the Webflow CMS, ensuring the CMS content matches the Airtable data.

If you encounter any further errors or issues, please email help@powerimporter.com and we will be able to assist you.

I haven't received the email notification about the failure of my PowerImporter sync

We regret to hear that you didn't receive the expected email notification regarding the failure of your import process.

Typically, there are two main reasons you may not have received a failure notification: 1. Email Delivery Issues: - Spam or Junk Folder: It's possible that the notification might have been mistakenly marked as spam. Please check your spam or junk email folder. - Email Quarantine: Some email services have quarantine systems that may hold emails. It's worth checking if your mail server has this feature and whether the email is held there. 2. Notification Settings Within PowerImporter: PowerImporter is designed to send you one email per workflow when an import fails. It won't send another email for subsequent failures until you acknowledge the issue by clicking the link in the original email. This is to avoid overwhelming your inbox with repeat notifications.

โ€Immediate Actions You Can Take: > Perform a thorough search in your email account for any messages from PowerImporter, including the spam/junk folder. > If you've previously received an error email, locate it and ensure you've clicked the link within to reset the notification process. > Check Your Email Settings: Ensure that emails from `help@powerimporter.com` are not blocked or marked as spam. > If you can't find the emails in your inbox, simply log into PowerImporter, go into your Workflow > View the Details, this will enable you to receive notifications via email going forward.

If you encounter any further issues, please email help@powerimporter.com and we will be able to assist you.

If you're expecting an email confirmation link from us when creating a new account in PowerImporter and haven't received it within a few minutes, here's what to do:

1. Check Your Spam or Junk Email Folder Sometimes emails can mistakenly be flagged as spam.Look for an email from help@powerimporter.com in your Spam or Junk folder. 2. Mark as 'Not Spam: If you find our email there, mark it as "Not Spam" or move it to your inbox. This helps future emails to arrive directly in your inbox. 3. Add Us to Your Contacts: Add help@powerimporter.com to your email contacts list. This action can improve our emails' chances of bypassing spam filters. 4. Resend the Confirmation Link: If you still can't find the email, you can request to resend the confirmation link from the account setup or login page.

โ€Need Further Assistance?If none of the above steps work, or if you need further help, please contact us directly at help@powerimporter.com.

What should I do if my workflow stops syncing after downgrading my plan?

We're aware of a PowerImporter bug that causes issues with workflow syncing after customers have downgraded their plan. > If you are on a Starter Plan: First, ensure that you have fewer than 500 CMS items in sync. This is a crucial step as our current plan limitations require you to be under this number for the sync to function properly. If your CMS item count is under 500 and you're still experiencing issues, our team can manually fix your workflow to restore its syncing capability. Please email help@powerimporter.com, or use the chat icon when logged in, and we will be able to assist you. > If you are on a Growth Plan: First, ensure that you have fewer than 2000 CMS items in sync. This is a crucial step as our current plan limitations require you to be under this number for the sync to function properly. If your CMS item count is under 2000 and you're still experiencing issues, our team can manually fix your workflow to restore its syncing capability. Please email help@powerimporter.com and we will be able to assist you.

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