Troubleshooting

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

Rotabull staff monitors these alerts and will resolve this issue, we will reach out if needed. One thing that you can check right away are the marketplace credentials in the Integration Settings. These credentials must be working/current for all marketplace syncs.

Another common issue is when a part has been added to your inventory with a non-standard condition code. This can cause a marketplace sync to fail if the condition code is not accepted on that particular marketplace. You can change the condition code 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 FN

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. One thing you can do right away is restart both of the services that Rotabull uses- this can often resolve the issue. To do that, you'll need to login to the server where Rotabull was installed and restart "OctopusDeploy Tentacle" and "RotabullWindowsService". 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.

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

This sync status is indicated in in the quotes section of Deals, 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 first is that the sync failed because the part number on the quote did not exist in your ERP, which can be fixed by adding to your ERP. The second are pick list errors, meaning Rotabull tried to insert some data that didn't exist in the field in your ERP- this can also be resolved by updating it in your ERP. 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.