Google Sheet: Troubleshooting Common Issues

Issue: Connection Fails During Setup

Possible Causes:

• Incorrect Google credentials

• Insufficient permissions granted during authentication

• Unstable internet connection

• Temporary Google service outage

Solutions:

• Verify Google login credentials.

• When prompted by Google, explicitly allow all requested permissions.

• Check for stable internet connectivity.

• Retry the connection process after a few minutes.

Issue: Data Is Not Syncing or Updates Are Delayed

Possible Causes:

• Agent connection is inactive or in an error state (check status in PortPro).

• Duplicate or missing Primary Key values in the Google Sheet.

• Incorrect worksheet (tab) selected during setup.

• Connectivity issues on the local network or server side.

• Google Sheets API rate limits exceeded due to high volume.

Solutions:

• Confirm the agent’s connection status in the PortPro AI Marketplace.

• Ensure the Primary Key column contains unique, valid values.

• Verify that the correct worksheet is selected.

• Confirm stable internet access.

• If issues persist, review available logs or contact support.

Issue: "Mapping Setup Failure" or Sync Stops

Possible Causes:

• Structural changes made to the Google Sheet (e.g., deleting a mapped column) without updating the mapping configuration.

• Primary Key column was deleted or now contains duplicates.

Solutions:

• Review the data mapping configuration in the PortPro AI Agent interface to ensure alignment with the current sheet structure.

• Restore or correct the Primary Key column to maintain data integrity.

Issue: Data Appears Incorrect or Mismatched

Possible Causes:

• Incorrect field mappings during setup.

• Misunderstanding of the role of the Primary Key in updates.

• Manual edits to mapped columns being overwritten by TMS data (expected behavior).

Solutions:

• Re-examine the field mapping configuration for accuracy.

• Recognize that TMS data overrides mapped fields when records match via Primary Key.

• Understand that newly added rows in Google Sheets with existing TMS keys will be overwritten via the polling mechanism.

Issue: Google Picker Doesn’t Show the File or Selection Fails

Possible Causes:

• Logged into the wrong Google account in the current browser session.

• File resides in a shared drive with restricted access.

• File is not a native Google Sheet (e.g., an Excel file stored in Drive without conversion).

Solutions:

• Authenticate using the correct Google account with edit access to the target file.

• Confirm the file is a native Google Sheet format.

• Check and adjust sharing settings if the file is on a shared drive.