Use this page when something isn't working as expected with your Empathy Platform VTEX integration. The issues below cover the two main integration components together with a possible cause and a recommended resolution:

• Feed connector issues
• Pixel app issues

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For a pre-launch reference, see the Verify your VTEX integration before going live checklist and make sure both apps are correctly set up.

Feed connector issues

The Feed connector application keeps your VTEX product catalog in sync with the Empathy Platform Index service. If you're experiencing issues with catalog updates, affiliate notifications, or regionalized search, check the following common issues and resolutions:

Issue	Possible cause	Resolution
Search results don't reflect recent catalog changes.	Automatic updates are inactive or the update interval is too long.	Turn on automatic updates in Catalog > Empathy connector > Automatic updates and set a shorter interval. Run a full update to sync immediately.
Changes take longer than expected to appear in search results.	Propagation delay depends on the type of change.	Inventory changes take up to 5 minutes. Price or product information changes take 5 to 15 minutes. Wait for the propagation window before investigating further.
The Feed connector stops syncing after a large catalog operation.	More than 2,000 changes were registered in VTEX in under one minute.	Run a full update from Catalog > Empathy connector to resync the catalog. For large-scale operations, always follow up with a full update.
The affiliate isn't receiving updates.	The search endpoint URL or version is misconfigured.	Verify the search endpoint URL is https://{your-account-name}.myvtex.com/_v/empathy/skuUpdate and the version is set to 1.x.x in Store Settings > Orders > Affiliates.
The full update takes too long.	Large catalog size.	A full update takes approximately 5 minutes per 1,000 SKUs. Allow enough time before checking for issues.
Regionalized search isn't working.	The Feed connector or affiliate isn't configured in all white-label environments, or regionalization isn't turned on.	Make sure the Feed connector and affiliate are set up in each white-label environment. Turn on Enable regionalization in the main environment and run a full update.

Pixel app issues

The Pixel app injects the Empathy Platform Interface X search widget into your storefront and wires it up to your store's cart, wishlist, and analytics. If the search widget isn't loading, interactions aren't syncing, or events aren't firing, check the following common issues and resolutions:

Issue	Possible cause	Resolution
The search widget doesn't appear in the storefront.	The Empathy script didn't load, or the components aren't declared in the store theme.	Check that the script in pixel/head.html loads correctly in the browser's network tab. Verify that empathy-searchbar and empathy-results are declared in the relevant theme templates.
window.InterfaceX is undefined.	The Empathy script URL is incorrect or unreachable.	Check the script URL in pixel/head.html. Make sure it points to the correct instance and environment. Verify network connectivity to the Empathy CDN.
The cart doesn't sync after a shopper interaction.	setSnippetConfig is called before the widget's init() completes, or the cart callbacks are misconfigured.	Make sure setSnippetConfig is called after the widget initializes. Verify the cart callbacks are correctly defined in initX.
The wishlist doesn't work.	vtex.wish-list isn't installed or isn't listed as a dependency.	Check that vtex.wish-list is installed in your store and listed as a dependency in manifest.json.
GA4 events don't appear in window.dataLayer.	window.dataLayer isn't initialized before the Pixel app pushes events to it.	Make sure window.dataLayer is initialized in your store before the Pixel app loads.
The app fails to publish with vtex publish.	The vendor field in manifest.json doesn't match your VTEX account name.	Open manifest.json and set the vendor field to your exact VTEX account name.
Search results don't appear after the widget loads.	The Feed connector hasn't completed at least one full catalog update.	Go to Catalog > Empathy connector and run a full update. Wait for the update to complete before testing the search widget.

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If an issue persists after following the resolution steps, check the original source documentation for the most up-to-date information: Empathy Platform Feed connector (opens new window) on the VTEX Developer Portal and Empathy Platform Pixel app repository (opens new window).