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This article will explain how to submit your enquiries correctly an enquiry in the Straightsell Help Centre.

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Using Search

1. Enter a few words into the search bar relating to your query.
2. Select an article to view its contents.
3. Click None of these are what I need to go back.

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Report a CatalogueLINK problem

Your problem could be relating to one of two things, either an application problem or a integration problem. An application problem is one that relates to the core functions that CatalogueLINK performs and if an error message is displayed or the program is not functioning as it normally does. An integration problem is one that relates to the connection or data linked accounting system data or the conenction between the accounting system and the website not being configured correctly.

Examples

• A CatalogueLINK application problem: Open CatalogueLINK Upload, click Import click Import, select Items, click Continue and  select Items, click Continue and an error of XYZ is of XYZ is displayed. 
• A CatalogueLINK integration problem: In the Accounting System, Customer ABC gets Price $999 for Product gets Price $999 for Product Code 123 when doing entering a dummy sales order. When you log into the website as Buyer Reference ABCas Customer ABC, Product Code 123 is $555. This is still the case after using CatalogueLINK Upload to Import and Upload Upload to Import and Upload Items, Customer Customers and Pricing. Customer ABC has Upload Financials set to Yes in CatalogueLINK Upload - Customers.  

Steps

1. Document a summary of what the problem is, and note down the series of steps you can take to see it the problem so we can use this to replicate it for troubleshooting purposes.
2. Take screen shots of the error message or any relevant windows in the accounting system and/or CatalogueLINK Upload or Download.
3. Next we need to locate your CatalogueLINK log files. If your CatalogueLINK Upload is version 3.0.8.0 or CatalogueLINK Download is 3.0.7.0 or newer: click Help - Open Log Folder. 
   
4. Otherwise, close CatalogueLINK Upload/Download and browse to your CatalogueLINK Log File directory and sort the files by Date Modified. The default location is C:\Program Files (x86)\SEL\CatalogueLINK\log.
   
5. Select all six files (or the six updated most recently) then Right click - Send To - Compressed (Zipped) folder. This will create a compressed file. Name this file WebsiteName-YYYYMMDD. 
   
6. Create a new ticket in the Report A Problem section of the Straightsell Help Centre and fill in all required text fields and attach your screenshot and log files.

 
Your CatalogueLINK log folder may vary. The following folders are the defaults for CatalogueLINK installations depending on the architecture of your WIndows installation:

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1. log files, as well as any relevant screenshots showing the issue.

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