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Before you start, keep the exact input that caused the issue, and test the template with one or two inputs at a time.

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The input is not accepted

Check the input section on the template’s page and compare your value with its example:
  • The URL is the page type the template supports. For example, a product-page template may not accept a category URL.
  • Every required input has a value.
  • Keywords, locations, dates, and URLs use the format shown in the instructions.
  • The date range or search can return results on the site.

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The run returns no data

  1. Open the same URL, or run the same search, on the site.
  2. Check that the data you expect shows up for that keyword, location, account, or date range.
  3. Check that the page doesn’t need a sign-in, a verification step, or a region the template doesn’t support.
  4. Run the template once more with the same input, in case it was a temporary loading issue.
If the site shows the data but the template still returns nothing, contact support.

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Fields are empty or contain the wrong data

A field can be empty when the value isn’t on that page, only appears for some records, or loads differently. Test two or three pages that clearly show the missing value, and note the field, the URL, the value on the page, and the value the template returned. You can’t edit a template’s fields. If it doesn’t include a field you need, request a custom template or build your own task. If a field is consistently wrong or empty, contact support.

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The result has fewer records than expected

Check that the run finished, then compare the result with what the site shows for the same input. The template’s page lists any limits on pages, filters, date ranges, or pagination. If the missing records are within those limits, send support one example of a skipped page or record.

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Local and cloud results are different

This applies to Desktop templates that can run both on your computer and on Octoparse Cloud. A cloud run uses a different network and location, so the site may show different content, a sign-in page, a CAPTCHA, or a regional version. Run the same input once each way and compare the first page and the records. If the cloud run hits a sign-in, CAPTCHA, or access-denied page, send support a screenshot.

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A template that worked before stops working

Sites change their pages, sign-ins, and access rules. Check that the input page still opens and shows the data, then try a small run. If the issue remains, contact support and say when the template last worked, if you know.

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Contact support

Email support@octoparse.com with:
  • The template’s name and a link to its page
  • The task ID, if you have one
  • The exact input that caused the issue
  • Whether it ran on your computer or on Octoparse Cloud
  • When it ran, with your time zone
  • What you expected and what you got, including any error message
  • Screenshots of the site and the result, with sensitive information removed
Don’t send passwords, session cookies, API keys, or other credentials. For more checks, see the Help Center guide to troubleshooting preset templates.

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Request a custom template

If no template collects the data you need, or a template needs different inputs or fields, you can ask Octoparse to build one. Email support@octoparse.com, or select Request a custom template in AI Assistant. Include: The team reviews each request before deciding whether to build it, so a request doesn’t guarantee a template. Any cost or delivery date is agreed with you first. To get the data sooner, build your own task with AI Assistant or in Octoparse Desktop.