Troubleshooting

Rotabull is showing an alert that my marketplace listings sync failed:

Rotabull staff monitors these alerts and will resolve this issue on our own if we can. In some cases, we may need to reach out for some information. However, here are some common issues that you could help to resolve:

• Invalid credentials - The marketplace credentials in the Integration Settings must be working/current for all marketplace syncs. If any login info has changed, updating that within your Rotabull account could fix the issue.
• Invalid condition codes - some marketplaces will only accept parts with certain condition codes. If a part in the upload has a condition that is considered invalid by the marketplace, the whole upload may be rejected. To fix this, you can map the invalid condition code to a valid one using a Replace rule in the Listing Rules settings (see here for a guide). While different marketplaces accept different codes, here's a short list that is accepted on all of them: NE NS OH SV AR

Rotabull is showing an alert that my ERP connection is down:

Rotabull staff monitors these alerts and will resolve the issue, we will reach out if needed. If you are a Quantum or Pentagon user, you can try to restart the services that Rotabull has installed on your server. To do that, you'll need to login to the server where Rotabull was installed and restart "OctopusDeploy Tentacle" and "Rotabull Sync Service". To access the services menu on Windows Server, just type "services.msc" in Windows Search (bottom left), then you can right click on a service to restart it.

Rotabull is listing a part for sale on a marketplace, but we sold it last week:

This typically indicates a problem with the ERP connection or marketplace sync, resulting in stale data. See both points above.

Some (or all) of the documents from my ERP aren't showing Rotabull:

This issue typically needs to be resolved by Rotabull support, as it requires changes to your account configuration. In this case, please reach out to [email protected] and provide all known document storage locations on your server. When this issue comes up, it is often the case that one or more of your document locations is simply missing in your Rotabull account configuration, so Rotabull does not know to check there when searching for documents.

Quote(s) are failing to insert to my ERP:

This sync status is indicated in in the Quotes section of your inbox. Check the "Sync" column all the way on the right. For failed syncs (red circle), you can hover over the icon and Rotabull will display the error if it received one. There are some common errors here that can be fixed within your ERP:

• The part number on the quote did not exist in your ERP. If you add the part to your ERP's parts master, this should fix the issue.
• Pick list errors. Your ERP will only accept values into this field that exist within the preset pick list. You may be able to add the new value to the pick list within your ERP, making it valid. If not, you can reach out to Rotabull support to have them change the value on the quote itself to match an existing value in the pick list.
• If the error is something else, or if there's no error, please reach out to [email protected].

I uploaded a file to listings/price lines/stock but nothing happened:

If the file you uploaded is very large, it can take a long time so it may be worth checking back later. In other cases, be sure to check the "Verify Data" step in the uploader as your upload may have failed due to invalid data. A couple of common issues are the price format - Rotabull requires two decimal points and no dollar sign (for example, 100.52). Then also the Quantity format - Rotabull requires a whole number for quantity (no decimals and no letters).

I forwarded an email RFQ to Rotabull but it added the RFQ with the wrong part number, buyer company etc:

This should be rare, but the Rotabull parser does occasionally make mistakes. In these cases, the best thing to do is to email [email protected] with an example. Our team is continually improving the email parser and will use your example to do so.

Rotabull support asked me for an example of a problematic RFQ, Quote, Email etc, how should I send it?:

The easiest way to provide an example for Rotabull support is to view the RFQ or quote in Rotabull, then copy the link in your browser and send it to support. This will give us a direct link to the item in question. Screenshots also work, although a direct link is even better.