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Troubleshooting

Solutions to common issues you may encounter with LZ SKU Sync.

Common Issues

1. Authentication Errors

Symptoms:

  • "Invalid authentication" or "Token expired" errors
  • "Failed to connect to Zoho"
  • API calls return 401 Unauthorized

Solutions:

A. Auto-Refresh

  • Tokens auto-refresh every 58 minutes
  • Wait a few minutes and try again

B. Reconnect

  1. Go to LZ SKU Sync > Settings > Authentication
  2. Click Disconnect
  3. Click Connect with Zoho again
  4. Re-authorize the connection

C. Verify Organization Access

  • Ensure you still have access to the organization in Zoho
  • Check that Zoho Inventory is active
  • Verify you have admin permissions

D. Check API Rate Limits

  • Zoho limits: 100 requests per minute
  • Plugin respects limits automatically
  • If exceeded, sync will pause and retry

2. Images Not Downloading

Symptoms:

  • Products sync successfully
  • Images missing from product pages
  • No featured image set

Solutions:

A. Verify Images in Zoho

  1. Log into Zoho Inventory
  2. Go to Items > [Product Name]
  3. Check "Attachments" tab
  4. Ensure images are uploaded

B. Check Image Sync Settings

  1. Go to LZ SKU Sync > Sync Status
  2. Verify "Product Image" is enabled
  3. Verify "Gallery Images" is enabled (if wanted)
  4. Save preferences and re-sync

C. Check PHP ZIP Extension Run in terminal or phpinfo(): 

php -m | grep zip

If not installed, contact your hosting provider.

D. Verify Upload Directory Check that wp-content/uploads/ is writable (755 permissions).

E. Review Action Scheduler

  1. Go to LZ SKU Sync > Sync Log (see Sync Log Guide)
  2. Check for failed image download actions
  3. Review error messages

F. Check API Rate Limits

  • Images are rate-limited (2 seconds between requests)
  • For 100 products with images: ~3-5 minutes minimum
  • This is normal - be patient!

3. Webhooks Not Receiving

Symptoms:

  • Changes in Zoho don't appear in WooCommerce
  • Webhook status shows inactive
  • No recent items in sync log

Solutions:

A. Verify Webhook Settings

  1. Sync Frequency: Set to "Always (Real-time webhook)"
  2. Status Indicator: Should be green (active)
  3. License: Must be active

B. Test Endpoint 

curl -X POST https://yoursite.com/wp-json/lz-sku-sync/v1/webhook
Should return a response (even if 403 due to missing signature).

C. Check Webhook Logs in Zoho

  1. Log into Zoho Inventory
  2. Go to Settings > Webhooks
  3. Find LZ SKU Sync webhook
  4. Check delivery logs for errors

D. Review WordPress Logs

Enable debug logging in wp-config.php: 

define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false);

Check wp-content/debug.log for webhook errors.

E. Verify License

  • Ensure license is active (not expired)
  • License key is used for HMAC signature
  • Check at LZ SKU Sync > Settings

4. Variations Not Creating

Symptoms:

  • Variable products sync
  • Variations missing from WooCommerce
  • Only parent product created

Solutions:

A. Enable Variation Creation

  1. Go to LZ SKU Sync > Sync Status
  2. Enable "Create Missing Variations"
  3. Save preferences
  4. Re-sync the product

B. Verify SKUs in Zoho

  • Each variation must have a unique SKU
  • Check in Zoho Inventory > Items > Product Group
  • Ensure all variants have SKU assigned

C. Check Attribute Fields

  • Zoho must have attribute_name1, attribute_name2, etc.
  • Zoho must have attribute_option_name1, attribute_option_name2, etc.
  • These fields define WooCommerce attributes

D. Review Action Scheduler

  1. Go to LZ SKU Sync > Sync Log (see Sync Log Guide)
  2. Check for failed variation actions
  3. Review error messages

5. Duplicate Products Created

Symptoms:

  • Multiple products with same name
  • SKUs don't match
  • Products created instead of updated

Solutions:

A. Fix SKU Matching

  • SKUs must match exactly (case-sensitive)
  • Check Zoho SKU vs WooCommerce SKU
  • Fix typos, extra spaces, or case differences

B. Disable Product Creation

If you only want updates, not new products:

  1. Disable "Create Missing Products"
  2. Disable "Create Missing Variations"
  3. Save preferences

C. Delete Duplicates

  1. Go to Products in WooCommerce
  2. Find duplicate products
  3. Delete the incorrect ones
  4. Re-sync with correct SKU matching

6. Stock Quantities Incorrect

Symptoms:

  • WooCommerce stock doesn't match Zoho
  • Always showing 0 stock
  • Stock not updating

Solutions:

A. Verify Warehouse Selection

  1. Go to LZ SKU Sync > Sync Status
  2. Check Sync Warehouse setting
  3. Ensure correct warehouse is selected
  4. Save and re-sync

B. Enable Stock Quantity Sync

  1. Check "Available Stock Quantity" is enabled in field settings
  2. Save preferences
  3. Run manual sync

C. Check Item Status in Zoho

  • Ensure item is "Active" (not archived)
  • Verify item is assigned to selected warehouse
  • Check actual stock in Zoho matches expectations

7. License Activation Failures

Symptoms:

  • "Invalid license key" error
  • "Order ID not found" error
  • Activation fails

Solutions:

A. Verify License Details

  • Order ID: From your purchase confirmation
  • License Key: Check for typos, extra spaces
  • Order Status: Must be "Processing" or "Completed"

B. Check Order at LinkZoho

  1. Log into app.linkzoho.com
  2. Go to Orders
  3. Verify order status
  4. Copy license key directly (don't retype)

C. Site Activation Limit

  • Each license has activation limit
  • Check if you've exceeded allowed sites
  • Deactivate from old sites if needed
  • Contact support to increase limit

D. Contact Support If issue persists:

Debug Mode

Enable detailed logging for troubleshooting:

Enable WordPress Debug Logging

Add to wp-config.php: 

define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false);

What Gets Logged

  • API request/response details
  • Action Scheduler execution logs
  • Image processing errors
  • Webhook signature verification
  • Token refresh attempts
  • Error stack traces

View Logs

WordPress Debug Log:

  • Location: wp-content/debug.log
  • Download via FTP or File Manager
  • Search for "LZ SKU Sync" or "Zoho"

Action Scheduler Logs:

  • Navigate to LZ SKU Sync > Sync Log (see Sync Log Guide)
  • Use search and filters to find specific actions
  • Check Action Logs column for error details

Server Requirements Check

Verify your server meets all requirements:

PHP Version

php -v
Required: 7.4 or higher

PHP Extensions

php -m | grep -E 'curl|json|zip|gd|imagick|openssl'
All should be listed.

Memory Limit

Check in php.ini or WordPress: 

echo WP_MEMORY_LIMIT; // Should be 256M+

Max Execution Time

echo ini_get('max_execution_time'); // Should be 300+

FAQ

Q: Can I sync from WooCommerce to Zoho?

A: No, this is a one-way sync from Zoho to WooCommerce only.

Q: Can I sync from multiple warehouses?

A: Only one warehouse at a time. You can switch warehouses in settings.

Q: Will existing products be overwritten?

A: Only if SKU matches. Enabled fields will be updated, others unchanged.

Q: How do I stop creating new products?

A: Disable "Create Missing Products" in sync preferences.

Q: Can I sync just inventory, no other changes?

A: Yes! Enable only "Stock Quantity" in field settings, disable all others.

Q: Why are images taking so long?

A: Rate limiting (2 seconds per product) prevents API throttling. This is intentional.

Q: Can I run syncs via cron or WP-CLI?

A: Manual syncs are UI-triggered. Use webhook mode for automation.

Q: Does it support product categories?

A: Not currently. Only product data, attributes, and inventory.

Getting Help

Before Contacting Support

  1. ✅ Check this troubleshooting guide
  2. ✅ Review Action Scheduler logs
  3. ✅ Enable debug mode and check logs
  4. ✅ Verify authentication is connected

Contacting Support

Email: sales@linkzoho.com, support@krenovate.com

Include:

  • WordPress version
  • PHP version
  • WooCommerce version
  • Plugin version
  • Clear description of issue
  • Screenshots of error messages
  • Relevant log excerpts (from debug.log or Action Scheduler)
  • Steps to reproduce

Don't Include:

  • License key (only Order ID if needed)
  • API credentials
  • Full database dumps

Additional Resources

Still need help? We're here to support you at sales@linkzoho.com and support@krenovate.com