Technical barriers of marketplaces: API errors, FTP limits, and "Removed" status

Troubleshooting Guide

This material is intended for quickly resolving the most common technical issues that occur when synchronizing an accounting system with marketplaces (Prom.ua, Rozetka) and when working with FTP servers.

Block 1. Problems with the Prom.ua API: 401 errors, Import forbidden, and parallel uploads

When working with the Prom.ua marketplace, users often face API access blocking. As a result, orders are not downloaded, and products are not updated on the website.

Symptom 1. Error «401 Not Authenticated» or «Import forbidden»

Signs. When downloading orders or uploading products, the program displays the message 401 Not Authenticated. Check the validity of the API key or Import forbidden. 

Causes:

1. Missing or expired API key. The access token in the Prom.ua account has expired, or the key is not specified at all in the synchronization object settings.

2. Insufficient permissions (Import forbidden). In the seller’s Prom.ua account, the active token has permissions set only to «Read», which prevents the program from making changes and writing data to the marketplace.

Solution:

1. Go to your Prom.ua account and open «Settings» → «API token management».

2. Check the key validity period. If it has expired, generate a new API key.

3. Check the access rights: in the «Products and groups» section, make sure to change the value from «Read» to «Read and write».

4. Copy the new token, paste it into the synchronization object settings in Torgsoft, and repeat the upload.

Symptom 2. Errors «Too Many Requests» or «Bot protection»

Signs. Synchronization is interrupted by the errors Too Many Requests or Bot protection. 

Cause. The Prom.ua marketplace has introduced new restrictions that prohibit parallel uploads. If you start manual synchronization while automatic synchronization is running, or if several automatic tasks are scheduled for the same time (duplicate synchronization times), the marketplace protection is triggered, and the connection is blocked. 

Solution:

1. Analyze the synchronization log and check the task schedule.

2. Avoid manually starting uploads while the automatic synchronization timer is running.

3. Disable product synchronization in a number of parallel automatic uploads or schedule them at different times.

Block 2. Uploading photos to FTP: formats, prefixes, and lack of space

Media content is most often transferred to marketplaces through FTP servers. Problems at this stage cause products to be uploaded without images.

Symptom 1. Photos are successfully uploaded to FTP but are not displayed on the website

Cause. The FTP server is configured incorrectly, or the HTTP prefix is missing. An FTP server itself only stores files. For the marketplace to be able to download them, the FTP server must work as a Web server and be accessible via the internet, and photo links must be direct. 

Solution:

1. Make sure your FTP server is configured as a Web server.

2. In the synchronization object settings, make sure to specify the Photo link prefix, for example, http://your-domain.com/images/. The program will add the file name to this prefix, creating a direct link for the marketplace.

Symptom 2. Error «Transfer aborted. Input/output error» or connection interruption

Signs. The synchronization log shows errors such as Error sending product photo... Transfer aborted. Input/output error or Read timed out. 

Cause. The most common cause is that the hosting service or FTP server has run out of free space for uploading photos. The upload may also be interrupted by the FTP server itself due to file count limits (inode) or connection timeouts. 

Solution:

1. Contact your FTP hosting administrator or check the available disk space in the control panel.

2. Delete outdated photos or switch to a larger hosting plan.

Symptom 3. Image upload error due to unsupported WebP format

Signs. When trying to add or upload a photo by link, the error Failed to upload image or Cannot create file appears. 

Cause. The image uses the modern .webp format, even if the link ends with .jpeg or .jpg; the actual file may be compressed as WebP. At the moment, the program does not support the .webp format due to system component limitations. 

Solution. Use standard image formats such as .jpg, .jpeg, .png, or .bmp. If you download a photo from the internet, first convert the WebP file to JPEG or PNG.

Block 3. Problems on Rozetka: the «Deleted» status due to a truncated price list

The Rozetka marketplace updates product price and availability information based on the XML price list generated by the accounting system.

Symptom. Thousands of products on Rozetka suddenly received the «Deleted» status

Signs. The «Deleted» status is set for almost the entire product range on the Rozetka.ua marketplace. 

Cause. Failures during automatic upload. A truncated or incomplete small-sized price list is periodically uploaded to the FTP server, and most products are missing from it. If Rozetka reads such a file, it assumes that the products are no longer available and marks them as deleted in bulk. Most often, a truncated file is created because of a conflict between parallel processes, for example, when a manual upload overlaps with an automatic one, or when an FTP failure occurs while the file is being overwritten. 

Solution:

1. Quick recovery. Run manual synchronization with Rozetka in the program. This will generate a full-sized complete price list with all products and upload it to FTP.

2. During the next update session, Rozetka reads the price list at one-hour intervals, the marketplace will process the complete file, and all products will return to normal status.

3. Prevention. Check the scheduled task settings. Avoid running several synchronizations with Rozetka at the same time so that the system has time to correctly finish generating the XML file.