Photos Disappearing from Store After Importing

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Shopify Partner
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Hello

 

I exported a .CSV file of all products from my shopify store. I updated some of the product names and a few meta descriptions and page titles. When I imported it back into the store (clicking the override products with the same handle button, so it was checked) all of the photos but the hero photo disappeared from the products. How do I fix this? Why did it happen in the first place? 

 

I'd really prefer to not go through each individual product and add every photo again. 

 

 

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Shopify Staff
Shopify Staff
272 38 52

Hey, @drew19!

 

My name is Lilith, I'm on the Social Care team at Shopify.

 

I'd like to help you with this if you're still experiencing this issue. I have a few troubleshooting steps we can try and see if this helps resolve the situation.

 

CSV UTF-8 Format

 

One of the first things we normally recommend checking is if the CSV file has been saved in UTF-8 format. I'd recommend doing a quick check to make sure that the file you have is saved in this format to avoid any unforeseen errors when uploading/importing products.

 

Here are the instructions on how to do this depending on which operating system and program you're using.

 

Google Sheets (recommended)

  • Open your Google Drive. In the top-left corner, select New > File Upload.

  • Browse your computer for the required CSV file, and start uploading it.

  • Open the file within Google Sheets.

  • Navigate to File > Download as, and select "Comma-separated values (.csv, current sheet)"

  • The downloaded file will be saved with UTF-8 encoding by default.

Numbers by Apple

  • Open the CSV file in Numbers.

  • Navigate to File > Export To > CSV.

  • Under "Advanced Options", select Text Encoding > Unicode (UTF-8).

  • Click Next, enter the name of the file, then click Export.

  • The file will be saved with UTF-8 encoding.

Microsoft Excel (Windows)

  • Open the CSV file within Microsoft Excel.

  • Navigate to File > Save As.

  • Select Browse to choose a location for the file to save.

  • Under "Save as type", select "CSV (comma delimited) (.csv)"

  • Select Tools > Web Options

  • Under the Encoding tab, "Save this document as" > "Unicode (UTF-8)"

  • Click OK, and save the file. It will be saved with UTF-8 encoding.

 

Image Links

 

If the image previously lived on the server (was connected to a product, for example), then try swapping /products/ to /deleted/products/.

Point the CSV image links in an existing CSV to the deleted image.

 

  • Go to the CSV, and do a Find and Replace for /products/ with /deleted/products/.

  • Save, and Import to your store.

 

Note: The result of this is that the images are pulled from the /deleted/products section, and re-imported as new files with a new file name. If you then export the product, you'll see that the image paths are different and no longer contain /deleted/.

 

Let me know how you do with the information above! I'm happy to answer any questions you think of as you work on your business.

Lilith | Social Care @ Shopify
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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New Member
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restored images on 2nd upload attempt with this method, 

 

is there anything to restore images on product variants?

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Shopify Staff
Shopify Staff
272 38 52

Hi, @Philbee! It would be the same method. The only difference is that your variants will be on the lines below the main product line. I'd recommend exporting a CSV from your products first and editing the file there so you can edit the variant lines.

Lilith | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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