Common Issues

Search Issues

Products not appearing in search results

Symptoms: Searching for a product by name returns no results, even though the product exists in your store.

Solutions:

1. Check product status: Only published products are indexed. Go to Shopify admin → Products and ensure the product is Active and published to the Online Store channel
2. Check sync status: Go to the app dashboard → Settings → Sync Status. If the last sync shows an error, click Resync
3. Check merchandising rules: The product may be hidden by a merchandising preset (e.g., "Hide Out-of-Stock"). Go to Merchandising → check if any rules are hiding it
4. Verify indexing: If the product was just created, check sync status and any delivery errors, then repeat the query after processing completes

Search results are irrelevant

Symptoms: Searching for "blue dress" returns unrelated products.

Solutions:

1. Check searchable attributes: Go to Search → Configuration → Searchable Attributes. Ensure product title is at the top of the list (highest weight)
2. Add synonyms: If shoppers use different terms than your product names, add synonyms
3. Review boost/demote rules: Merchandising rules may be overriding relevance

Autocomplete not working

Symptoms: No suggestions appear when typing in the search bar.

Solutions:

1. Check Theme App Extension: Ensure the extension is enabled in Online Store → Themes → Customize → App embeds
2. Check minimum characters setting: Autocomplete may require 2+ characters. Try typing more
3. Browser console: Open browser developer tools (F12) and check for JavaScript errors

Filter Issues

Filters not showing on collection pages

Symptoms: Collection pages don't display the filter sidebar.

Solutions:

1. Enable the theme extension: Online Store → Themes → Customize → App embeds → FilterIQ → On
2. Check filter configuration: At least one filter must be configured and enabled in the app dashboard
3. Collection must have products: Filters only display on collections with 2+ products
4. Theme compatibility: Ensure your theme supports Online Store 2.0

Filter counts are incorrect

Symptoms: Filter options show wrong product counts.

Solutions:

1. Resync products: Go to Settings → Sync and click Resync All Products
2. Check inventory sync: If "Hide Out-of-Stock" is enabled, counts reflect in-stock products only
3. Verify the updated data: Check sync completion and the active query/filter combination before comparing counts; delivery timing varies

Color swatches showing wrong colors

Symptoms: Color swatches don't match the actual product colors.

Solutions:

1. Check color mapping: Go to Filters → Color filter → Color Mapping
2. Add custom mappings: For non-standard color names (e.g., "Ocean Mist" → #4A90D9), add a custom mapping
3. Use metafield hex values: Store hex color codes in a product metafield for exact color matching

Performance Issues

Search feels slow

Symptoms: Search results take more than 1 second to appear.

Solutions:

1. Check network tab: Open browser developer tools → Network. Look at the search request time. If the server response is fast but rendering is slow, the issue is client-side
2. Reduce autocomplete results: Lowering the suggestion count from 10 to 5 reduces response time
3. Check your internet connection: Slow search may be a network issue, not a product issue
4. Large catalogs: Stores with 50,000+ products may experience slightly longer search times. Contact support if this is an issue

Storefront loading slowly after install

Symptoms: Page load speed decreased after installing the app.

Solutions:

1. Verify the cause: Use Google PageSpeed Insights to check if our scripts are in the "Reduce unused JavaScript" list
2. Check other apps: Disable other apps temporarily to isolate the cause
3. Our extension is async: FilterIQ loads asynchronously and should not block page rendering. If it does, please contact support with your PageSpeed report

Shopify Integration Issues

Webhook sync errors

Symptoms: Products are not updating in search after changes in Shopify.

Solutions:

1. Check webhook status: Go to Settings → Sync → Webhook Status
2. Manual resync: Click Resync All Products to force a full re-index
3. Check Shopify webhook limits: Shopify has a limit of 40 webhook subscriptions per app. If you see errors, contact support

App proxy errors (404 or 500)

Symptoms: Search requests return errors on the storefront.

Solutions:

1. Check app installation: Ensure the app is still installed (Settings → Apps → FilterIQ)
2. Check proxy path: The app proxy should be at /apps/search-filter. If you have conflicting app proxies, there may be a routing issue
3. Report the failure: Contact the team with the affected storefront URL, time and response status; do not include session tokens or credentials

Getting More Help

If none of these solutions resolve your issue:

1. Email: support@filteriq.app
2. Include:
   • Your store URL
   • Steps to reproduce the issue
   • Browser console screenshots (if applicable)
   • Your app plan
3. Response time: We aim to respond within 4 business hours during business days