If CatalogueLINK Upload or Download is displaying an error message: First try to make sense of the error message. E.g. CatalogueLINK may be having difficulties accessing your accounting system data because of a network fault, which cannot be fixed within CatalogueLINK. Go to your CatalogueLINK logs directory (e.g. C:\Program Files (x86)\SEL\CatalogueLINK\log) and sort the files by ‘Data Modified’ before looking at the last entries in the relevant file. These logs may need to be supplied to SecurePay Support with an explanation of how the issue came about.
If the Import/Upload or Download/Export Buttons are greyed out: This generally means that CatalogueLINK is unable to connect to your website or your accounting system. Please check your Catalogue Account Details and accounting system settings are correct in the ‘Setup’ menu.
If your website is not displaying what is in your accounting system: Perform a full import and upload to ensure this information is pulled from the accounting system and uploaded to the site. The automation of CatalogueLINK Upload may be at fault but perform this first to ensure the link is working.
If CatalogueLINK Upload or Download is not opening: Check ‘Task Manager’ to ensure that the Download.exe, Upload.exe and/or the UploadAuto.exe processes are not already running, for example you may have them running in the system tray or under another user account.
If your log files are becoming too large in file size: Rename the log files so CatalogueLINK no longer stores data in them e.g. CATALOGUE_UPLOAD_ERRORLOG-old.txt. Next select them, right click and choose ‘Send To - Compressed (zipped) Folder’. This will archive the file as a much smaller file size in case they are required for troubleshooting purposes.
If you are unable to troubleshoot the issue: Zip the relevant text files by selecting them, right clicking and choosing ‘Send To - Compressed (zipped) Folder’ before emailing this file with as much troubleshooting and background information as possible, as well as a means to replicate the issue to support@straightsell.com.au.
