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Troubleshooting

Most issues fall into one of the patterns below. If you can't resolve your problem with this guide, see Support for how to get in touch.

Where the logs are​

The most useful diagnostic tool is the daily log file. Every sync — successful or not — writes a line into:

%ProgramData%\Kiss\Datafeed\logs\service-YYYYMMDD.log

There is one file per day, and the last 30 days are kept automatically. You can open the folder directly from the Service screen using the Open logs folder button.

Warnings and errors are also written to the Windows Event Log under the source Kiss Datafeed Service — useful if you have a central log aggregator that watches the Event Log.

Common problems​

"Service is not running" in the status bar​

The background service has been stopped or has failed to start.

  1. Open the Service screen and click Start.
  2. If the service still doesn't start, open today's log file.
  3. The first few lines of the log usually say what went wrong. The most common causes are:
    • The output folder you configured doesn't exist or isn't writable.
    • The API base URL is wrong.
    • Your API key has been revoked or expired.

If none of these apply, contact support and attach the log file.

Test connection fails​

When you click Test connection on the Settings screen, you see a red error banner instead of the green confirmation.

The most common cause is forgetting to Save first. The Test connection button validates the credentials that are stored on disk, not the ones currently typed into the client-secret box — so any changes you've just made need to be saved before the test reflects them.

Beyond that, check, in this order:

  1. Customer code is correct — exactly as Kiss issued it, with the correct case.
  2. API key is correct — paste it again carefully. If it's a long string, an accidentally trimmed character will fail.
  3. Network access — can the machine reach the Kiss data endpoint? Test from a browser or Test-NetConnection in PowerShell. If your network requires a proxy, ask your network administrator whether the machine needs configuration.
  4. API key not yet active or already revoked — if you've recently rotated keys, the old one stops working immediately. Make sure you've pasted the right one. If you're unsure, your account manager can confirm which key is current.

"Last run outcome: Failed" on the Schedule screen​

A scheduled sync failed. Hover over the Last outcome label to see the short error description. For the full reason, open today's log file.

Common causes:

  • Invalid credentials. Re-test the connection from the Settings screen.
  • Network drop. Transient errors usually resolve themselves on the next scheduled run.
  • Output folder missing or unreachable. If your output folder is a network share, check it's online and writable from the machine.
  • Disk full. Free space on the drive holding your output folder.

CSV column headers look strange (sKU, mOQ, hSCode)​

These are not typos. The columns match the field names returned by the Kiss data service exactly, which keeps the App and the API in perfect alignment. Do not rename them in your downstream tooling — see the Data files note on column names.

stock.csv and products.csv row counts don't match​

Both files are scoped to the same set of products — those on your assigned price list — and should normally contain the same SKUs. A mismatch usually means a product on your price list has no stock entry at your warehouse, or that a product has been retired but still has an old stock entry. Either way, contact your Kiss account manager. See Data files — How stock.csv and products.csv relate.

Excel shows garbled characters (e.g. é instead of é)​

Excel is opening the file with the wrong encoding. Either:

  • Open the file via Data → From Text/CSV in Excel and select UTF‑8 when prompted, or
  • Change the CSV encoding setting in the app to Windows‑1252. Files written after that change will open cleanly in Excel by simply double-clicking.

My output folder is a mapped network drive and nothing gets written​

The background service runs as the LocalSystem account, which cannot see drive letters mapped by an interactive user (like Z:\). Use the UNC equivalent instead, for example:

\\fileserver\share\datafeed\

The Configuration tool will offer to convert a mapped drive to its UNC path automatically when you use Browse to pick the folder.

The app says my API profile is out of date​

The About screen shows a small amber triangle next to the server version when Kiss has released a newer API profile than the one your app is built for. Your existing version continues to work, but new fields and features may not be visible. Download the latest installer from the customer portal to upgrade — see Updates.

Reading the log file​

Log files are written as one JSON object per line, which is easy to grep and to ingest into a log-aggregation tool. Each line carries a timestamp, level (Information, Warning, Error, etc.), a message template, and any structured properties associated with the event.

If you want a quick visual scan, opening the file in any modern text editor with JSON pretty-printing makes it readable. Otherwise, tools such as jq (on Linux/macOS) or PowerShell's ConvertFrom-Json make it easy to filter for warnings or errors only.

If you contact support, please attach the relevant log file rather than copy-pasting individual lines — the context around the error often matters as much as the error itself.

Adjusting log verbosity​

For routine running, the default log level is Information, which captures everything you need to diagnose normal failures. The level is stored in the configuration file and not currently surfaced in the configuration tool. If support asks you to switch to Debug or Verbose for deeper diagnosis, they will walk you through the change.

Next: keep your installation current​

Continue to Updates to learn how to install new versions of the app.