Troubleshooting
This page walks through common problems by symptom, with the cause and what to do for each. At the end, you'll find a list of error messages shown in the app and how to include an error ID when you contact us.
Scanning
Right after installing, the product count is low or the score looks incomplete
Cause: The first scan is still running. When you open the app for the first time, it automatically starts scanning your products. While the scan runs, a message such as Scanning products (120 / 500) appears at the top of the home screen. Until the scan finishes, the catalog score and product count are provisional.
What to do: Wait for the scan to finish. When 1. Finish scanning your products under Getting started on the home screen shows Done, the scan is complete.
If no scan is running and no products have been scanned yet, the home screen shows only the message Products will appear once scanning finishes instead of the catalog score and other details.
The scan message shows no total and looks stuck
Cause: If the app can't get the total number of products, the message shows only the number processed, such as Scanning products (120 processed). No estimated time is shown either. This doesn't necessarily mean the scan has stopped.
What to do: Wait a little, reopen the home screen, and check whether the processed count has gone up.
The Rescan button is disabled, or pressing it shows a notice and nothing starts
Cause: One of the two reasons below. The screen doesn't tell you how many minutes to wait.
| Notice shown | Cause | What to do |
|---|---|---|
| A scan is already in progress. | A scan is already running | Wait for it to finish |
| A scan finished within the last hour. Please wait a bit before trying again. (on the settings screen: A scan finished within the last hour. Please try again later.) | Less than one hour has passed since the last scan finished | Try again once an hour has passed since it finished |
While a scan is running, the Rescan button on the home screen can't be pressed.
A score doesn't match the actual product content
Cause: Products you add, update, or delete are reflected automatically. Because products are processed one at a time, this can take a little while.
What to do: First, reopen that product's diagnosis screen. The diagnosis screen recalculates the score every time you open it, so for a single product this brings the score up to date.
Only if many products still don't match after some time, press Rescan now on the settings screen. Rescan on the home screen does the same thing. A rescan reads every product in your store again and rescores them.
Product list and filters
I can't filter by verdict, or the verdict filter was cleared
Cause: You can't filter by verdict while you're searching by product name, or while the sort order is Recently updated or Product name (A→Z). In those cases, the verdict filter automatically switches back to Verdict: All.
What to do: Clear the search text and set the sort order to Lowest score first, Highest score first, or Recently optimized. Switching to one of these sort orders automatically clears any search text you entered.
Products marked Not diagnosed don't appear when I filter by verdict
Cause: With the sort orders that allow verdict filtering, only products that have a recorded score are listed.
What to do: To see products that haven't been diagnosed, search by product name, or set the sort order to Recently updated or Product name (A→Z). For details, see Finding and filtering products.
Could not load the product list appears
Cause: The list failed to load. When the cause is known, a message specific to that cause appears instead (see the next two sections and Error messages in the app).
What to do: Press Retry. If that doesn't help, note the error ID shown and contact us.
That combination of filters isn't supported. appears
Cause: The product list was given a combination of conditions that can't be used together, such as search text and a verdict filter at the same time. The screen normally adjusts conditions for you, so this is rare. Search text is also limited to 100 characters. The search box lets you type more than 100 characters, but if you do, the list can't be loaded and this message appears.
What to do: Keep your search text to 100 characters or fewer. Also review how you've combined search text, verdict, and sort order. For the rules on combining them, see I can't filter by verdict, or the verdict filter was cleared.
Could not restore the list position. Showing the first page. appears
Cause: The app couldn't carry over your place in the paged list. This can happen, for example, after you change conditions.
What to do: The list starts again from the first page. Page through it to find the product you want.
Generating AI suggestions
I pressed Optimize with AI, but it just opened the suggestion screen without creating a new one
Cause: One of the following.
- The product already has a suggestion created within the last 24 hours (whether it's in progress, finished, or failed). In that case, no new suggestion is created and you're taken to the existing one. No generation is used
- You've reached today's generation limit. Once you reach it, the Optimize with AI button is disabled, but if you hit the limit right as you pressed it, you're taken to the suggestion screen
What to do: Check what the screen you landed on shows. If you want a fresh suggestion, press Regenerate on the suggestion screen. Regenerating uses one of today's generations.
Generation is still running after 10 to 30 seconds
Cause: The in-progress screen says generation usually takes about 10 to 30 seconds, and this one is taking longer. If it hasn't finished 3 minutes after starting, the message changes to This is taking a while. Please reopen this screen later. This only means the screen has stopped checking. It doesn't necessarily mean generation failed, and it may still be running in the background.
Also, if you open a suggestion that is more than 24 hours old directly from a URL (for example, a bookmark), the screen stays on AI is creating a suggestion and changes to This is taking a while. Please reopen this screen later. after 3 minutes. In this case, nothing is actually being generated.
What to do: Wait a little, then reopen the suggestion screen from the product's diagnosis screen. If there's a suggestion from the last 24 hours, it's shown as is. If there isn't, create a new one with Optimize with AI (this uses one of today's generations).
Generation failed
Cause: Generation can fail because of the connection to the AI service or because of what the AI returned. The suggestion screen shows a heading that describes the cause. No error ID is shown. For what to do with each message, see Messages when an AI suggestion fails.
What to do: A failed attempt is given back to today's count. Follow the message and try again later, or press Regenerate.
We couldn't create a suggestion from this product's information appears
Cause: Nothing could be confirmed from the product information, so every item came back as Unknown. In this state, the apply button can't be pressed.
What to do: Add details such as materials, size, and uses to the product description in Shopify, then press Regenerate.
No suggestion to show appears
Cause: Suggestions more than 24 hours old can no longer be reviewed or applied.
What to do: Go back to the product's diagnosis screen and press Optimize with AI to create a new one. This uses one of today's generations.
Applying
The apply button or the Product description checkbox can't be selected
Cause: The apply button stays disabled until you select at least one item to apply. The Product description checkbox under Apply to product information (optional) can also be checked only after you select at least one item. Items marked Unknown can't be checked.
What to do: Check the items you want to apply. Items marked AI estimate start out unchecked. Review their content and check only the ones you need.
Please review what you're applying. appears
Cause: There's nothing to apply. This also appears if you clear the content of an item you checked. There are also length limits on what you can enter: AI summary can be up to 500 characters, and every other item can be up to 10 lines of up to 100 characters each.
What to do: Review the AI suggestion column for the items you checked, fill in anything left empty or trim it to fit the limits, and press the apply button again.
Some items were not applied appears
Cause: This is a yellow banner. The product metafields were saved, but the title or description couldn't be updated. The banner shows The product metafields were saved. along with a sentence explaining why.
What to do: The product metafields are already saved, so you don't need to start over. If you also want to append to the product description, follow the reason shown.
| Banner text | What to do |
|---|---|
| The product had changed, so the description was not applied. Please reload and try again. | The product was updated somewhere else (such as the Shopify admin) after the suggestion was created. Reloading the page won't let you append to the description with the same suggestion. To append to the description, press Regenerate on the suggestion screen and apply again with the new suggestion (this uses one of today's generations) |
| The title/description could not be applied due to an error. Please check the content and try again. | Check the content and try again |
| We couldn't confirm whether the title/description were applied. Please reload to check the current content. | Reload the page and check whether the product description changed |
| There was nothing to append, so the description was not applied. | There was no content that could be appended |
Could not apply the changes. Check the values and try again. appears
Cause: This is a red banner. Below the heading, you'll see a sentence explaining the cause and an error ID. In most cases, saving the product metafields failed and nothing was applied.
However, when the cause reads Could not confirm the result. Please check the product page again shortly., the changes may actually have been applied.
What to do: Act according to the cause shown.
| Cause shown | What to do |
|---|---|
| Could not confirm the result. Please check the product page again shortly. | Wait a little, then check the product page in the Shopify admin to see whether the changes were applied. If they weren't, press the apply button again |
| Some items could not be applied to Shopify. | Nothing was applied. Check the content and press the apply button again |
| Please review what you're applying. | See Please review what you're applying. appears |
| The suggestion was not found, or it has expired. | The suggestion can't be used, for example because it's more than 24 hours old. Create a new one from the diagnosis screen |
| Product not found. | The product may have been deleted, or the URL may be wrong. Select the product again from the product list |
If the problem continues, note the error ID shown and contact us.
Limits
A message says I've reached the generation limit
There are three kinds of limit messages, and each one means a different wait.
- You've reached today's AI generation limit (50): Your own store's daily limit. It appears, for example, when you press Regenerate on the suggestion screen. On the diagnosis screen, it appears as Today's limit has been reached. It resets at 0:00 Japan time (JST)
- The AI generation limit for all stores has been reached for today. Please try again tomorrow.: The combined daily limit for all stores using this app. Try again later, or the next day
- AI generation is currently turned off. Please try again later.: We have temporarily paused AI generation. Try again later
These limits are default values and may change. Even when you've reached a limit, you can still review and apply a suggestion that has already been created, as long as its suggestion screen is open. Failed attempts are given back to your count. For more on limits, see AI generation counts and limits.
Screen errors
A screen doesn't load and shows a heading such as Could not load the home screen
Cause: The screen's information failed to load. The home screen shows Could not load the home screen, the diagnosis screen shows Could not load the product, and the suggestion screen shows Could not load the suggestion. On the settings screen, Could not load settings appears when the scan status, AI generation count, or help section fails to load.
What to do: Press the Retry button shown. If that doesn't help, note the error ID shown and contact us.
Product not found appears
Cause: The product may have been deleted, or the URL may be wrong. Deleted products are also removed from the list and from scores.
What to do: Go back to the product list from Products in the left menu and select the product again.
Saving settings shows Could not save. Check your settings and try again.
Cause: Your settings failed to save. This message doesn't come with an error ID.
What to do: Check your settings and save again. If it keeps happening, note the time you tried and contact us.
Error messages in the app
This table lists the main messages. It doesn't cover every message.
| Message | Where it usually appears | What to do |
|---|---|---|
| A scan is already in progress. | Rescanning from the home or settings screen | Wait for the scan to finish |
| A scan finished within the last hour. Please wait a bit before trying again. | Rescan on the home screen | Try again once an hour has passed since the scan finished |
| A scan finished within the last hour. Please try again later. | Rescan now on the settings screen | Try again once an hour has passed since the scan finished |
| That combination of filters isn't supported. | Product list (including search text longer than 100 characters) | Keep search text to 100 characters or fewer, and review how you've combined search text, verdict, and sort order |
| Could not restore the list position. Showing the first page. | Paging through the product list | Search again from the first page |
| This product already has a suggestion being generated. | Pressing Regenerate on the suggestion screen while a suggestion is still being created | Wait for it to finish |
| You've reached today's AI generation limit (50) | Regenerate on the suggestion screen | Try again after 0:00 Japan time (JST) |
| The AI generation limit for all stores has been reached for today. Please try again tomorrow. | Creating an AI suggestion | Try again later, or the next day |
| AI generation is currently turned off. Please try again later. | Creating an AI suggestion | Try again later |
| The suggestion was not found, or it has expired. | Applying | Create a new one from the diagnosis screen |
| Please review what you're applying. | Applying | Review the content of the items you checked |
| Some items could not be applied to Shopify. | Applying | Nothing was applied. Apply again |
| Could not confirm the result. Please check the product page again shortly. | Applying | The changes may already be applied. Check the product page in Shopify, then retry if needed |
| Product not found. | Applying | Select the product again from the product list |
| The request failed. Please try again shortly. | An action failed for a reason not listed above | Wait a little and try again |
| Something went wrong. Please try again shortly. | A failure not listed above | Wait a little and try again |
Messages when an AI suggestion fails
When an AI suggestion fails, the suggestion screen shows one of the messages below. Failed attempts are given back to your count.
| Message | What to do |
|---|---|
| Could not reach the AI service. Please try again shortly. | Wait a little, then press Regenerate |
| There's a problem with the AI service connection. Please contact your administrator. | Contact us |
| This product could not be generated with AI. | Some product information can't be used for generation. Review the product description, then try again |
| The AI response was too long to use. Please try regenerating. | Press Regenerate |
| Could not read the AI response. Please try regenerating. | Press Regenerate |
| The AI service usage limit has been reached. Please try again shortly. | Wait a little and try again |
| Something went wrong. Please try again shortly. | A failure not listed above. Wait a little, then press Regenerate |
If the AI's response isn't in the expected shape, the app automatically tries once more. If both attempts come back malformed, Could not read the AI response. Please try regenerating. appears.
Including the error ID when you contact us
Error messages sometimes include a code made of letters and numbers, such as Error ID: xxxx. This happens when the home, diagnosis, settings, or suggestion screen or the product list fails to load, and when applying fails. The code identifies that one specific request. Sending it to us makes it much easier to find out what happened.
No error ID is shown when creating an AI suggestion fails or when saving settings fails. In those cases, send us the message shown and the time.
- Copy the error ID exactly as shown, or write it down.
- Note the time the error appeared.
- Contact us as described in Contacting support, including the error ID and the time.