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.

• Read the Full FAQ Article

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 Credentials: Double-check that the API Key, Secret, and Store URL are copied correctly and have no extra spaces.
• Check Permissions: Ensure the API keys have the required Read/Write permissions as specified in the connection guides.
• Review the guides:
  • Connecting WooCommerce
  • Connecting Shopify

Still Need Help?

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

• Go to the Support Center
• Contact Us Directly