Troubleshooting
The common problems and how to fix them. If yours isn’t here, email us with the page address and what you see.
“Parts catalog unavailable” on my site#
The key was turned away. In order of likelihood:
- The site isn’t on your account. Check Sites that used this key on Overview: if the address is there as Turned away, email us to allow it. Remember staging sites,
myshopify.comaddresses and page builders’ preview addresses. - A typo in the key. Copy the embed code again from Overview.
- The account is suspended. The console shows a banner on Overview.
The catalog area is blank or very short#
The element needs a height. Keep style="display:block;height:640px" on it, or give it a height in your stylesheet. Some page builders also put embeds in a box with no height; give that box one too.
“No catalog yet”#
Nothing has been published on your account, or the catalog attribute names a catalog that doesn’t exist. Check the name on the Catalogs tab: it’s the short name (deck-60), not the title.
It shows in the store but not in the theme or page editor#
Page builders preview on a different address. Either check the published page, or send us the preview’s address (it’s listed under Sites that used this key).
Add to cart isn’t there#
- The part has no Store id in the price list, or its part number in the price list doesn’t match the catalog.
- The store isn’t set up under Settings → Online store, or your plan doesn’t include add to cart (Catalog and Integrated).
- With the embed event option, the button only shows where the embed is on your own site.
Add to cart fails#
- Shopify: the store id must be the variant id, not the product id. The variant must be on the Online Store channel and in stock, or set to keep selling.
- WooCommerce: the product must be published and purchasable; for a product with options, use the variation id.
- BigCommerce: for a product with options, use
product:variant. - Nothing opens from hosted pages: the browser blocked the new tab. Allow pop-ups for assemblyatlas.com.
Prices or stock didn’t change#
After an upload, Price list says how many parts it saved; if it’s fewer than you expect, check the headings against the column names. Part numbers must match the catalogs. Open pages pick up a new list when they’re reloaded.
Requests aren’t arriving by email#
Check the address under Settings → Where requests go, and your spam folder for mail from hello@assemblyatlas.com. Every request is under Requests in the console either way.
The model looks wrong#
- Everything is one part: the STEP file was exported as a single solid. Export the assembly with its structure.
- Parts are missing: check they aren’t hidden (the eye in the Structure list) and weren’t suppressed in CAD.
- Odd part names: they come from CAD. Set a display name, or import a BOM.
- “Couldn’t make a shape for any of them”: the file was too big for the CAD reader in this browser. Export the assembly as smaller sub-assemblies and import each one, or email the file to hello@assemblyatlas.com.
A DXF says “no closed outlines”#
The lines in the drawing don’t join end to end into a shape. In your CAD program, join them into a closed polyline (or check for a small gap at a corner), save the DXF again and upload it. A DXF saved as binary has to be saved again as ASCII (text).
Still stuck?#
Email hello@assemblyatlas.com with the page’s address, what you expected, and a screenshot.