Troubleshooting

Use this page when setup, preview, or rollout does not behave as expected.

Preview does not open

What to check:

• store URL is configured,
• storefront opens with ?kea-preview=true.

What to do:

1. Open preview again from the wizard/home action.
2. If still failing, open storefront URL manually with ?kea-preview=true.
3. Clear browser cache and retry.

Wizard is stuck on catalog processing

What it usually means:

• indexing is still running,
• or indexing failed and needs recovery.

What to do:

1. Check indexing status in admin.
2. Wait for completion if progress is moving.
3. If failed, restart indexing and retry preview build.

Wizard shows “Preview Setup Failed”

What to do:

1. Click Try Again in wizard summary.
2. Re-check integration settings from step Theme & Integration.
3. Retry preview build after saving corrected settings.

Preview works, Live fails

This usually points to one of these:

• platform cache/CDN not refreshed,
• production theme overrides conflicting with search UI,
• recent customization deployed incorrectly.

What to do:

1. Disable Live mode.
2. Clear cache/CDN.
3. Compare Preview vs Live theme/custom CSS.
4. Re-run rollout after fix.

What to send to support

Send these details in one message:

• shop URL,
• exact time of failure,
• current mode (Preview or Live),
• one failing query,
• screenshot or short video of the issue,
• browser/device used.

Back to flow: Onboarding