Troubleshooting Guide

Quick solutions to common Cernel issues. If you don’t find your issue here, contact [email protected].

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Enrichment Issues

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”Product must have primary collection before enrichment”

Cause: The product doesn’t have a primary collection assigned Solution:

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AI-generated content is generic or low-quality

Causes:

• Poor source data (minimal product information)
• Generic prompts that don’t provide specific instructions
• Wrong primary collection (incorrect context)
• Default prompts don’t match your needs
• System prompt conflicts with your specific use case
• Wrong AI model for the task (some models excel at creative writing, others at structured data)

Solutions:

1. Improve product data: Add detailed titles, descriptions, attributes to source products
2. Write specific prompts: Replace generic instructions with detailed guidance and examples
3. Fix taxonomy: Assign correct primary collections
4. Customize prompts: Refine instructions, tone, data sources
5. Resolve prompt conflicts: Review and adjust system prompts to align with your specific use case
6. Select appropriate AI model: Choose models optimized for your task type (creative vs. structured content)
7. Test incrementally: Enrich attributes progressively (color first, then descriptions)

Learn how to customize prompts →

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Feed upload fails

Common causes:

• File too large (>50MB): Split into multiple files
• Invalid CSV format: Check for proper escaping, quotes
• Invalid JSON syntax: Validate at jsonlint.com
• Missing required fields: Ensure id and title columns exist

Solution: Validate file format and try re-uploading

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Content doesn’t match brand voice

Solution: Customize prompts for your brand

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Products synced but not appearing in Cernel

Check filters:

1. Go to Products → All Products
2. Click “Clear Filters” to remove any active filters
3. Products should now be visible

If still missing:

• Shopify: Ensure products are published
• Feed: Check that import completed successfully (no errors in log)

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Application & Platform Issues

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Changes not appearing in Shopify after applying

Check:

1. Metafield mapping: Are Cernel attributes mapped to Shopify metafields?
2. Theme support: Does your theme display these metafields?
3. Push to Site: Have the attributes been approved and pushed to site?

Solutions:

1. Verify mapping: Settings → Sites → Shopify → Metafield Mapping
2. Check theme: Ensure theme is configured to display custom metafields
3. Push to site: After accepting changes in job review, click “Apply Selected” to push approved content to Shopify
4. Manual check: Open product in Shopify admin and verify metafields are populated

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Exported feed doesn’t import to platform

Common causes:

• Column name mismatch: Your platform expects different field names
• Format mismatch: Platform wants CSV but you exported JSON (or vice versa)
• Encoding issues: File encoding not supported

Solutions:

1. Match format: Export in the format your platform accepts
2. Map columns: Rename Cernel columns to match platform expectations
3. Check encoding: Use UTF-8 encoding

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Performance Issues

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Dashboard or products page loading slowly

Causes:

• Very large catalog (100,000+ products)
• Browser extensions interfering

Solutions:

1. Clear browser cache: Hard refresh (Cmd/Ctrl + Shift + R)
2. Use filters: Filter to specific collections rather than viewing all products
3. Disable browser extensions: Some extensions slow down web apps
4. Try different browser: Test in Chrome, Firefox, or Safari

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Job processing slower than expected

Normal speed:

• Simple attributes (color, size): ~2-5 sec/product
• Descriptions: ~10-15 sec/product
• Complex multi-attribute jobs: ~20-30 sec/product

If significantly slower:

• AI provider rate limits (temporary): Wait and it will catch up
• Peak usage times: Run jobs during off-peak hours

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Account & Access Issues

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Can’t log in

Check:

1. Correct email and password?
2. Account verified? (Check email for verification link)
3. Caps Lock on?

Solutions:

• Reset password: Click “Forgot Password” on login screen
• Verify email: Check spam folder for verification email
• Contact support: If issue persists

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User invitation not working

Check:

1. Email sent to correct address?
2. Check spam folder
3. Invitation expired? (Invitations expire after 7 days)

Solution: Resend invitation from Settings → Users

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Don’t have permission to access feature

Cause: You have Member role, not Admin Features requiring Admin:

• User management
• Billing settings
• Site connections
• Organization settings

Solution: Ask an Admin to either:

• Grant you Admin role, OR
• Perform the action for you

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Billing Issues

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Payment failed

Check:

1. Card expired?
2. Insufficient funds?
3. Card declined by bank?

Solutions:

1. Update payment method: Settings → Organization → Billing
2. Contact bank: Ensure they’re not blocking the charge
3. Retry: Try manual payment retry

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Token usage higher than expected

High token usage causes:

• Many attributes enriched per product
• Very complex prompts
• Large-scale bulk operations

Check usage: Settings → Organization → Token Usage Reduce usage:

1. Select fewer attributes: Only enrich what you need
2. Simplify prompts: Shorter, simpler prompts use fewer tokens
3. Upgrade plan: Higher tiers have better token rates

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Getting Help

If you can’t resolve your issue:

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Preventive Maintenance

Avoid issues by following these practices:

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Common Error Messages

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Still Need Help?

Contact Cernel support:

• Email: [email protected]
• Include: Job ID, error messages, screenshots
• Response time: < 4 hours during business hours

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Related Documentation: