Marketplace Troubleshooting Guide
Quick reference for internal teams to diagnose and resolve common marketplace issues.
Content Not Appearing in Marketplace
Format Requirements
Issue: Publication exists but doesn't show in marketplace Check:
- File format: Only EPUB, PDF, Audio (MP3) supported
- Processing status: Must be fully processed
- File integrity: No corruption or incomplete uploads
Action: Verify in Nova dashboard - check file format and processing status
Licensing Issues
Issue: Content visible but missing retail license Check:
- Retail license enabled
- Content owner permissions
- Marketplace contract signed
Action: Confirm content owner has enabled marketplace sharing
Action: Verify feature enablement and account status
Content Visibility Issues
Missing Expected Content
Issue: Customer can't find known content Common Causes:
- Duplicate resolution (competitor has better terms)
- Search metadata mismatch
- Applied filters excluding content
- Recent owner withdrawal
Action: Use Nova "Show all issues in Marketplace" filter to check hidden duplicates
Content Disappeared
Issue: Previously available content missing Check:
- Owner withdrawal
- Better competitor replaced visible version
- Processing issues during updates
- License changes
Action: Check content history in Nova for recent changes
Search and Performance Issues
Search Problems
Issue: Search returns no results Solutions:
- Try exact ISBN (no dashes/spaces)
- Check metadata completeness
- Verify recent content indexing
- Use more specific terms
Performance Issues
Quick Fixes:
- Reduce active filters
- Check network connection
- Update browser
- Clear cache
Escalation Guidelines
→ Engineering Team
- Persistent technical errors
- Data inconsistencies between Nova and customer interface
- System-wide performance issues
→ Business Development
- Content owner relationship issues
- Special access requests
- Partnership discussions
- Revenue sharing questions
→ Product Team
- Feature requests
- Workflow improvements
- Integration requests
- Policy clarifications
Quick Diagnostic Checklist
For any marketplace issue:
- ✅ Verify marketplace feature enabled
- ✅ Check content format (EPUB/PDF/Audio only)
- ✅ Confirm processing complete
- ✅ Verify retail license active
- ✅ Check block/allow lists
- ✅ Look for duplicate content in Nova
Most common solutions:
- Enable marketplace feature
- Wait for processing completion
- Contact content owner for permissions
- Check for better-terms duplicates
For detailed procedures, see Marketplace Management and Business Rules