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Troubleshoot Web portal listing upload issues

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Summary

Learn how to interpret web portal loading errors and fix common issues that prevent listings from appearing on external property websites.

This article covers:

About web portal listing uploads

When you upload a listing from the Sales Portal Loading screen, the system validates the listing against the requirements of each connected web portal.

Box+Dice will show a status indicator:

  • Green tick - The listing uploaded successfully
  • Red cross - The listing failed to upload to that portal

If you receive a red cross, it means that the listing has not uploaded.  Click the red X to read the cause of the error.  The system will then tell you what is missing from the listing.  This will then need to be rectified in the Listing screen and the property re uploaded.  

Resolve Something Went Wrong error message

Sometimes the uploader may stop part way through the portal list and display a “Something went wrong” error. This usually occurs when required property information is missing.

To resolve the issue:

  • Go to: Sales > Listings
  • Search and select the Listing
  • Click Edit
  • Check the Property Information fields
  • Confirm key details such as:
    • State
    • Postcode
    • Address fields

Tip: Saving the listing again can refresh the data used in the portal upload.

Resolve failed previously uploaded listings

If a listing previously uploaded successfully but now stops during upload, you can attempt to upload portals individually.

To retry individual portal uploads:

  • Go to: Sales > Listings
  • Search and select the Listing
  • Click Manage Portals

  • Click the portal name that failed to upload

  • Click Yes to upload the listing to that portal individually

If the issue continues:

  • Record the listing address
  • Note which portals failed
  • Lodge a support ticket with these details

Resolve timeout or “500” portal errors

Errors that mention Timeout or 500-series error codes indicate that the portal did not respond in time. These errors occur on the portal’s system, not within Box+Dice.

To resolve timeout errors:

  • Wait a few minutes
  • Try uploading the listing again
  • Upload the listing to other portals individually if required

If the issue continues:

  • Wait up to one hour
  • Lodge a Support ticket including:
    • Listing address
    • Portals affected
    • Error message received

This information helps support teams provide diagnostics to the portal if required

Resolve uploaded listing not showing online    

Sometimes the listing uploads successfully but does not appear on the portal. This usually occurs due to portal processing delays or feed rejections.

To troubleshoot:

  • Wait at least 20 minutes after uploading
  • Check the listing status in your portal account (for example, your REA portal)
  • Look for a portal status of ‘Error’ and review the details if present

If no error appears:

  • Upload the listing again
  • Confirm the listing is not marked as settled
Note: You cannot update a settled listing. If the listing is settled, change the status to Current, make the required updates, then settle the listing again.

If the listing still does not appear after one hour, lodge a Support ticket with the listing address and affected portals.

Note: If your sales listing is not appearing in the Web Portal Loading Screen, please ensure that you have added the portals to the Expenses screen in the Listing.

Resolve missing information

If inspection times are not appearing on the portal, the listing may not have been uploaded again after the inspection was added.

  • To verify inspection data in the XML feed:
  • Go to: Sales > Listings
  • Search and select the Listing
  • Click Manage Portals

  • Click Logs

  • Search for the property
  • Click Download XML
  • Scroll to the bottom of the file

You should see inspection times similar to the following:

21-Dec-2012 10:00am to 10:30am 
22-Dec-2012 10:00am to 10:30am

If the inspection times are not present, upload the listing again.

Portal-specific requirements

Some portals have specific upload rules that must be followed.

REIWA requirements

  • The Display Price field must contain fewer than 30 characters
  • If uploading a property Under Offer, a Purchaser must be added to the listing
Domain video requirements

Domain does not accept embedded videos.

If using a Vimeo link, convert it to the correct format.

Example:

Incorrect format - https://vimeo.com/12345678

Correct format - http://player.vimeo.com/video/12345678

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