Overview

Troubleshooting

Start with the observable problem, preserve the evidence before making changes, 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 evidence before making changes

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 Locate connection failures across credentials, permissions, URLs, files, KitConnect, environment access, and source-target separation before migration work continues.

No Data Appears After Demo Prove where a no-result Demo failed by checking selected data, source availability, connection state, processing evidence, target visibility, and platform behavior before rerunning.

Missing Data Classify the gap as scope, source availability, processing, mapping, target-model, relationship, or visibility failure before choosing a correction that preserves consistency.

Duplicate Data Stop additional duplication first, then reconstruct record identity and creation history to distinguish continuation, fresh migration, filtering, and target-cleanup causes.

Image Issues Separate source accessibility, transfer, target acceptance, record association, and storefront presentation to pinpoint why migrated images are missing, broken, or incorrect.

Entity Points Issues Reconcile plan capacity, counted history, eligible records, source windows, and migration results to explain unexpected Entity Points usage or unprocessed data.

Continue Migration Issues Trace continuation problems to the selected action, recorded or revised configuration, source-reading window, Entity Points, or target side effects before another run.

Troubleshoot a New Migration Diagnose fresh-result failures across target clearing, source scope, duplicate creation, protected records, and replacement expectations before attempting another new migration.

Add-on and Customization Issues Isolate whether a failure comes from availability, rule construction, processing order, incompatible scope, or approved Customization before changing configuration or escalating.

Custom Service Escalation Escalate only the requirement that exceeds supported behavior, with reproducible evidence, expected outcome, affected scope, and enough detail for technical assessment.

Start with the observable symptom

Symptom	Start here
Platform authentication, KitConnect, File Upload 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	Troubleshoot a New Migration
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.

If the project uses the Migration Project Toolkit, update the related Risk, Validation evidence, or project task after the issue is classified. Keep troubleshooting evidence in its appropriate secure system and use the Toolkit to preserve ownership, consequence, and decision status rather than duplicating the complete diagnostic record.

Escalate after classification

Use Support 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.