Most problems come from filters that are narrower than expected or from file types that are switched off. Check the preview summary first: it shows how many products and files were found and which filters are active.
Why is my preview empty?
Work through these in order:
- Filters. Each filter narrows the result. Set status to All and clear the vendor, collection and date range, then press Preview files again.
- Vendor name. Type the exact vendor name as it appears on the product. Names with a comma, such as
Omega, Swatch, are supported. - Creation date range. The range filters on the date the product was created, not the date an image was added.
- Export only products with stock. Switch it off if products have no inventory.
- File types. Make sure Include images is ticked, or that the product actually has videos or 3D models when you export only those.
- Cached results. Press Refresh on the preview page to reload the data from Shopify.
Why are my videos or 3D models missing?
- Include videos and Include 3D models are off by default. Tick them before you press Preview files.
- YouTube and Vimeo videos are never exported. Shopify stores a link, not a file.
- Media that Shopify is still processing is skipped. Export again later.
- Export only main product images exports one image per product and no videos or 3D models. Switch it off.
Why do some files keep their original names?
A file keeps its original name when the product or variant has no value for the chosen format. For example, a variant without a SKU cannot be named by SKU. Check the SKU or barcode column in the preview. See file names and folders.
Why does a name end with __(2)?
Two different files would have had the same name in the same folder, so the app numbered the second one. The preview shows a notice when this happens. Choose a format with the position or use product folders to avoid it.
My download link has expired. What now?
Links work for 7 days. Start a new export with the same filters. The ZIP file itself is deleted after 30 days.
The job says finished with errors
At least one file could not be downloaded after retries. Open the job page and read the log: it lists each file that was skipped. Run a new export for those products if you need them. Skipped files do not count toward your plan.
The export stopped at my limit
Your monthly file balance ran out. The ZIP holds the files exported so far. Open Plans to upgrade, or wait for the monthly reset. See downloads and plan limits.
The Content > Files page asks for permission
The content files export reads your files and metaobjects. Approve the new permissions in the Shopify admin, then reopen Export content files.
Still stuck?
Use the live chat in the app or email support@craftshift.com with your store domain, the export type (product or content files) and the filters you used. See contact.