Overview

Troubleshooting

Start with the observable problem, preserve the current evidence, and use the issue page that matches the symptom and provides the safest diagnostic path. Confirm the cause before changing configuration, deleting target data, or starting another migration activity.

Protect the current evidence

Record the service, migration activity, selected action, source-data window, Success, Failed, and Skipped results, and representative records before making changes. Unplanned changes can hide the cause or create missing, duplicate, conflicting, or destructive results.

Choose the issue family

Connection Issues Diagnose failed or unstable Source Platform and Target Platform access across setup and migration activity.

No Data Appears After Demo Determine why a completed Demo Migration produced no visible records in the intended target store.

Missing Data Classify partial record, relationship, field, mapping, target-model, and visibility gaps.

Duplicate Data Establish record identity and creation history before cleanup or another migration activity.

Image Issues Separate source access, processing, target acceptance, association, and storefront presentation problems.

Entity Points Issues Reconcile usage, coverage, activity history, source windows, and representative records.

Continue Migration Issues Diagnose continuation actions, recorded or changed configuration, source-reading options, and target impact.

Perform New Migration Issues Classify fresh-result, replacement, target-clearing, duplicate, and protected-record problems.

Add-on and Customization Issues Resolve missing controls, unsupported rules, unexpected outputs, and interactions between purchased or approved capabilities.

Custom Service Escalation Decide when non-standard work requires review and prepare concise, testable escalation evidence.

Start with the observable symptom

Symptom	Start here
Platform authentication, KitConnect, source-file access, file transfer, firewall, hosting, or connection verification fails	Connection Issues
A completed Demo shows no visible target records	No Data Appears After Demo
Some expected records, relationships, or values are absent	Missing Data
Records appear more than once or the storefront shows repeated results	Duplicate Data
Images are missing, broken, rejected, associated incorrectly, or hidden	Image Issues
Entity Points usage, remaining capacity, or covered records are unclear	Entity Points Issues
A continuation action loads or produces an unexpected result	Continue Migration Issues
A new migration creates replacement, deletion, duplicate, or protected-record concerns	Perform New Migration Issues
An Add-on or approved Customization is missing, unavailable, or produces the wrong result	Add-on and Customization Issues
The requirement needs unsupported data, bespoke logic, a custom destination, or Next-Cart review	Custom Service Escalation

Collect the minimum useful evidence

Before applying a corrective action, identify:

• the purchased service and fixed migration path;
• the migration activity and date or History entry;
• the action and relevant Source Platform Options;
• the affected data type and source-data window;
• representative source and target identifiers;
• expected result versus actual result;
• Success, Failed, and Skipped evidence;
• the exact customer-facing error or target-store symptom;
• recent configuration, access, platform, application, or target-store changes.

Mask personal data and secrets. Do not include passwords, complete secret keys, payment-card data, or unrelated customer records.

Escalate after classification

Use Tickets when a supported correction does not resolve the problem, internal intervention is required, destructive risk prevents safe testing, repeated failures continue, or a security incident is suspected.

Use Custom Service Escalation when the required migration result is outside standard configuration, purchased Add-ons, or approved Customization. A supported feature that malfunctions remains a support issue rather than automatically becoming Custom Service.