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Use this page when a template cannot start or does not return the data you expect. Most template issues come from an unsupported input, a mismatch between the template and the target page, a change on the source website, or a difference between local and cloud environments. Before troubleshooting, keep the exact input that produced the issue and run the template with one or two examples. A small test makes it easier to compare the result with the source pages.

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The input is not accepted

A template accepts specific types of input, such as product URLs, search-result URLs, keywords, locations, or date ranges. Two templates for the same website may require different inputs because they collect different content. Check the Input section on the template page and compare your value with the example provided there. In particular, confirm that:
  • The URL points to the supported page type. A product-page template, for example, may not accept a category URL.
  • All required parameters have values.
  • Keywords, locations, dates, and URLs use the format shown in the instructions.
  • The date range or search criteria can return content on the source website.
After correcting the input, test the template again with a single value.

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The run returns no data

A completed run can return no data when the source page has no matching content or when the template cannot read the page reached by the input.
  1. Open the same URL or perform the same search on the source website.
  2. Confirm that the expected content is visible for the selected keyword, location, account, or date range.
  3. Check that the page does not require a login, verification step, or region that the template does not support.
  4. Retry the template once with the same input to rule out a temporary loading or network issue.
If the source contains data but the template still returns no records, save the input and the completed task details for support.

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Fields are empty or contain the wrong data

First compare the result with the exact source page used in the run. A field can be empty when the value is not present on that page, appears only for some records, or is loaded differently from the pages used to build the template. Test two or three pages that visibly contain the missing value. Record the field name, the source URL, the value shown on the page, and the value returned by the template. This comparison shows whether the issue affects one page or the template more broadly. Template workflows and output fields are predefined and cannot be edited in the same way as a custom task. If the template does not include the field you need, create your own task or request a template. If an existing output field is consistently wrong or empty, report the issue to Octoparse.

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The result contains fewer records than expected

Check whether the run completed successfully, then compare the result with the records available from the same input on the source website. The number of records may be affected by the template’s supported page range, search filters, date range, or pagination limit. These conditions are template-specific and should be listed on the template page. If the documented range should include the missing records, provide one example of a skipped page or record when reporting the issue.

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Local and cloud results are different

This section applies only to templates that support both Local Extraction and Cloud Extraction. Local Extraction uses your computer’s network and browser environment. Cloud Extraction runs on Octoparse servers, so the source website may return different content based on IP location, login state, cookies, page-loading time, or anti-bot checks. Run the same template with the same input once locally and once in the cloud. Compare the first page loaded and the returned records. If the cloud run shows a login page, CAPTCHA, access-denied page, regional version, or empty page, include a screenshot when contacting support.

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A template that worked before stops working

Source websites can change their page layout, data-loading behavior, login flow, or access controls. These changes can prevent a predefined template workflow from reaching or identifying the same content. Confirm that the input page still opens and that the expected content is visible. Then retry a small run. If the same issue remains, report it as a template issue and include the date when the template last worked, if known.

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Confirm that the issue is resolved

Repeat the test with the same input that previously failed. A successful check confirms that:
  • The run returns records.
  • The expected fields contain data available on the source pages.
  • The number of records covers the pages supported by the template.
  • The collected values match the values displayed on the source pages.
Run any larger collection or schedule only after this sample succeeds.

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Contact support

Email support@octoparse.com if the issue remains. Include the information needed to reproduce it:
  • Template name and a link to its page
  • Task ID, when available
  • The exact input that produced the issue
  • Whether the task used Local Extraction or Cloud Extraction
  • The date and approximate time of the run, including your time zone
  • What you expected and what the template returned
  • The complete error message, if one appeared
  • Screenshots of the source page and the result, with sensitive information removed
Do not send passwords, session cookies, API keys, or other credentials. For more template-specific checks, see the Octoparse Help Center guide to troubleshooting preset templates.