Before you start
When a scan shows 0, Syncing, Importing, Paused, Outdated or Needs attention longer than you expect.
- A Shopify scan can finish before Rankora finishes importing its result.
- Product and image totals are not interchangeable.
- Avoid starting duplicate scans or treating incomplete totals as final.
Steps to follow
- Open Home or Products and read the complete catalog status message.
- Check whether it is still scanning in Shopify, importing into Rankora, paused or showing an error.
- Refresh the status once. Use a resume or retry action only when it is offered for that state.
- If it remains unchanged, contact support with the stage, approximate start time, counts and visible error.
- Wait for current catalog data before judging all-missing generation counts.
For example
Shopify scan finished · Importing means the Shopify reading stage completed, but Rankora is still preparing the catalog for its workspaces.
What happens next
A refreshed status helps identify the stage. It does not by itself restart the scan or guarantee that the import has completed.
A useful tip. Keep one screenshot of the complete status area, with any sensitive data hidden.
Take care. Do not repeatedly launch Full rescan because the number has not moved yet.
Common questions
Does 0 always mean failure?
No. Check the stage and any explicit error. A number by itself is not enough to diagnose the operation.
Why are there more images than products?
One product can contain several images. Compare like-for-like totals.
Should I delete data or reinstall?
No. Start with status, the offered recovery action and support. Do not use destructive cleanup as a first fix.
If you are still stuck
- If you have a request or job ID, include it. Do not send database credentials or Shopify access tokens.