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Troubleshooting Hub

Find solutions to common problems, answers to frequently asked questions, and learn how to get further support for COO Studio.

In This Article

Troubleshooting Hub

Welcome to the COO Studio troubleshooting center. If you’re encountering an issue, this is the best place to start.

Frequently Asked Questions (FAQ)

Our main FAQ document covers the most common questions related to installation, data management, and certificate generation. It’s the first place you should look for an answer.

Common Problem Areas

Certificate Generation Fails

If the “Generate Certificate” button is disabled or you receive an error:

  • Check Product Data: The most common cause is missing or invalid data for one of the products in the selected order(s). Navigate to the Products page and ensure every relevant product has a valid HS Code, Country of Origin, and Origin Criterion.
  • Check Reconciliation: Go to the Reconciliation page to see if the order contains any SKUs that are not yet in your catalog. You must resolve these before you can generate a certificate.

Data Import Issues

If your CSV import is failing:

  • Verify File Format: Ensure your file is saved with a .csv extension.
  • Check Headers: Make sure your column headers match what the app expects. The best way to do this is to download the sample CSV file from the Import Data page and use it as a template.
  • Review the guide: See the Importing Data via CSV guide for a detailed walkthrough.

WooCommerce / Shopify Connection Errors

If you receive a connection error:

  • Verify Store Domain: Ensure the domain is your Shopify .myshopify.com address and does not include extra paths or spaces.
  • Check App Ownership: Ensure the custom app was created by the Store Owner in Shopify Dev Dashboard.
  • Confirm App Installation: In Shopify, verify the custom app was installed before using Client ID/Client Secret.
  • Check Scopes: Confirm required scopes are enabled (read_orders, read_products, read_customers where needed).
  • Re-copy Credentials: Copy Client ID and Client Secret again from API Credentials and paste without extra spaces.
  • Review the guides:

Still Need Help?

If you can’t find a solution in our documentation, we’re here to assist you.

To help us resolve your issue quickly, please include the following when you contact us:

  • Your COO Studio version number (found on the Download page).
  • Your operating system (e.g., macOS Sonoma, Windows 11).
  • A detailed description of the problem and the steps you took.
  • Screenshots of any error messages.
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