Troubleshooting

Item Not Found

When you scan a barcode and ListerLeo displays "No product match found," it means the barcode was not found in the product database.

Why This Happens

• Store-specific barcode — Some retailers use internal barcodes that are not in public product databases. Costco and Walmart sometimes use proprietary codes. Amazon items often have FnSKU barcodes — ListerLeo can resolve these, but if the FnSKU is not in the database, try scanning the item's UPC or looking up the ASIN instead.
• Niche product — Small-brand or handmade products may not be in any product database.
• Incorrect barcode — The wrong barcode may have been scanned (e.g., a shipping label barcode instead of the product UPC).
• New product — Very recently released products may not yet be in the database.

What to Do

1. Check for another barcode — Some items have multiple barcodes. Look for a UPC on the box, inside the flap, or on the product itself. Amazon liquidation items often have both a FnSKU label and a manufacturer UPC — try both.
2. Enter data manually — Type the title, brand, and description in the item form.
3. Use AI Enrichment — Take a clear photo and use the AI Enrichment feature to generate item details from the photo.
4. Search online — Look up the barcode number on Google or the manufacturer's website to find product details.

Printer Not Working

If labels are not printing from ListerLeo, work through these checks.

No Output at All

1. Check printer power — Ensure the printer is turned on and its status light is not showing an error (red or flashing).
2. Check connection — Verify the USB or network cable is firmly connected. For Bluetooth printers, verify the pairing.
3. Check printer selection — In ListerLeo, go to Settings > Label Settings and verify the correct printer is selected as the default.
4. Print a test label — Click Print Test Label in the label settings. If this fails too, the issue is with the printer connection, not ListerLeo.
5. Check your browser — Some browsers block print dialogs. Ensure pop-ups are allowed for the ListerLeo domain.

Label Prints but Looks Wrong

• Wrong size — Verify the label size in settings matches the physical label stock loaded in the printer.
• Misaligned — Run the printer's built-in calibration routine. On Zebra printers, this is usually done by holding the Feed button for 5 seconds.
• Barcode not scannable — Check the print darkness setting. Too light and barcodes will not scan. On Zebra printers, adjust the "darkness" setting upward.
• Garbled text — Ensure the label format (ZPL vs ESC/POS) matches your printer type. Sending ZPL to an ESC/POS printer produces garbled output.

Export Errors

If an export fails or produces unexpected output, check these common causes.

Export Fails to Generate

• No lots in the auction — The auction must have at least one lot assigned before you can export.
• Validation errors — Critical errors (like missing titles) prevent export. Fix the flagged issues and try again.
• Template error — If using a custom template, check that all column data sources are valid. An invalid field reference causes the export to fail.
• Timeout — Very large exports (10,000+ lots with images) may time out. Try exporting without the bundled images option, or split into smaller auctions.

CSV Content Issues

• Missing data in columns — A blank column means the data source field is empty for those items. Check the items and fill in the missing data.
• Special characters — Descriptions containing commas, quotes, or line breaks are handled automatically (CSV quoting). If your auction platform has trouble, check its CSV import settings.
• Image URLs not working — Ensure your organization's image storage is properly configured. Test image URLs by pasting one into a browser.

Permission Denied

If you see a "Permission Denied" or "Forbidden" message when trying to access a feature, it means your role does not have access to that function.

Common Permission Issues

• Cannot create lots — Requires Team Lead role or higher. Scanners and Catalogers cannot create lots.
• Cannot access settings — Requires Admin role or higher.
• Cannot export — Requires Team Lead role or higher.
• Cannot manage users — Requires Admin role.
• Cannot access billing — Requires Owner role (only one person per organization).
• Cannot modify a team-locked resource — You are not a member of the team that owns this resource. Contact your admin.

How to Resolve

Contact your organization admin and request the appropriate role for your job function. See Roles Explained for a full list of what each role can do.

Manifest Mismatch

Manifest mismatches occur when scanned items do not align with the uploaded manifest. Here are common causes and solutions.

Items Scanned But Not on Manifest

• Wrong vendor selected — The scanner may have the wrong vendor selected at the Processing Station. Verify the vendor matches the manifest.
• Different barcode scanned — The scanner may be reading a shipping barcode instead of the product UPC. Check the barcode type.
• Manifest incomplete — The vendor's manifest may not include all items in the shipment. This is common with partial manifests.
• Bonus items — Some vendors include extra items not listed on the manifest. These are legitimate unmanifested items.

Manifest Items Never Scanned

• Short shipment — The vendor did not include all manifested items. Document and file a claim.
• Items missed during scanning — Some items may have been overlooked. Do a physical recount of the remaining unscanned items.
• Column mapping error — The barcode column in the manifest may be mapped incorrectly. Check the column mapping and correct it.

Login Issues

Cannot log in? Work through these common causes.

Wrong Password

• Double-check that Caps Lock is off.
• Try typing your password in a visible text field to verify the characters.
• Click Forgot Password? on the login page to reset it. A reset link will be sent to your email.

Account Not Found

• Ensure you are using the email address that was invited to the organization.
• Check if you received an invitation email that you have not yet accepted. Look in your spam folder.
• Contact your organization admin to verify your account exists.

Account Deactivated

If you cannot log in and your credentials are correct, your account may have been deactivated by your organization admin. Contact them to have the is_active toggle re-enabled on your account.

Organization Inactive

If you see "Organization access restricted," the organization's subscription may have lapsed. Contact the organization owner to update billing information.

Slow Performance

If ListerLeo feels slow, try these optimizations.

• Check your internet connection — Run a speed test. ListerLeo works best with at least 5 Mbps download speed. Warehouse WiFi can be unreliable; consider a wired connection for desktop stations.
• Clear browser cache — Cached files from previous versions can cause slowdowns. Clear your browser cache and reload.
• Close other tabs — Browsers slow down with many open tabs. Close tabs you are not using.
• Use a modern browser — ListerLeo works best in Chrome, Firefox, or Edge. Safari is supported but may be slower.
• Reduce list page sizes — If item or lot lists are slow to load, reduce the "per page" count in the list settings (e.g., from 100 to 25).
• Large image uploads — If photo uploads are slow, check your upload speed. Consider resizing images before upload if your camera produces very large files.

Mobile Camera Issues

If the mobile app camera is not working for barcode scanning or photos, try these fixes.

• Camera permission denied — Your browser needs permission to access the camera. On the first use, you should see a permission prompt. If you denied it, go to your browser settings and enable camera access for the ListerLeo domain.
• Another app using the camera — Close any other apps that might be using the camera (FaceTime, other camera apps, video conferencing).
• Camera not focusing — Clean the camera lens. Hold the phone steady and at the right distance (6-8 inches for barcodes). Ensure there is adequate lighting.
• Wrong camera selected — If your phone has multiple cameras, tap the camera switch icon to toggle between front and rear cameras.
• Browser not supported — Camera access requires a modern browser. On iOS, use Safari. On Android, use Chrome.

Data Sync Problems

If data seems out of sync between the desktop and mobile app, or between different users, try these steps.

• Refresh the page — Pull down to refresh on mobile, or press F5 on desktop. Most sync issues are resolved by refreshing.
• Check your connection — Ensure your device has a stable internet connection. The mobile app requires a connection to sync data.
• Browser caching — Hard-refresh the page (Ctrl+Shift+R on desktop) to bypass the browser cache.
• Multiple browser tabs — If you have ListerLeo open in multiple tabs, data changes in one tab may not reflect in another immediately. Refresh the other tab.

Contacting Support

If you have tried the troubleshooting steps above and still need help, contact ListerLeo support.

How to Reach Support

• Email: support@listerleo.com
• Website: Visit listerleo.com/support for additional support options.

What to Include in Your Request

To help us resolve your issue quickly, please include:

• Your organization name and email address.
• A description of what you were trying to do.
• The exact error message you received (screenshot is ideal).
• The browser and device you are using (e.g., "Chrome on Windows", "Safari on iPhone 15").
• Steps to reproduce the problem, if possible.