Blue Alligator Support Forums

This seems to be a timing issue. When maintaining your product family codes in a separate file to your products, you need to ensure that you are keeping the two files in sync. In other words, if you add a product to the Product Family Codes file, you should also add the product to the Products file and ensure that both files are processed at the same time on the cloud.

In your case, we can see that you uploaded a new Product Family Codes file that contained the new product, processed the files on your cloud account, and performed a download on your device. You then uploaded a new Products file that contained the new product, processed the files on your cloud account and performed another download. Doing this has caused the new product family code information to be downloaded but not associated to a product. You can rectify the issue on your device by performing a Force a Full Download followed by a Download from Cloud. Your other devices will download the information OK as they did not perform a download between the two files being uploaded and processed.