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1. Check the Petfinder "help" web page for outages and known issues that Petfinder is reporting.  The most common issues that have been reported to us include:

   1. "Pictures not updating."  If Petfinder reports that pictures are not updating, you should not expect them to appear on the public pet list.  This affects your pets regardless of whether you are using RescueGroups.org to update your Petfinder pet list.  See the troubleshooting pictures item below for additional information.
   2. "Pets not updating.  Search is out of sync, no updates."  You may or may not see your pets on the public pet list when Petfinder is reporting an issue related to "pets not updating."
2. Check the Petfinder Pro page.  Do your pets and pictures appear there?  If so, the upload from RescueGroups.org ran correctly, but the Petfinder system has not updated their "public" pet list.
3. Have you or a team member edited your uploaded RescueGroups.org animal listings manually in your Petfinder account? Please note, if you edit animals directly through your Petfinder account, it is possible that Petfinder will no longer process the upload from RescueGroups.org. If this situation occurs, we would recommend that you reconfigure your Petfinder account to again allow uploads from RescueGroups.org. You can do this by re-sending the setup email described above. Once you email Petfinder and they respond, your Petfinder animal list will be deleted, and then repopulated with clean data on RescueGroup.org's next automatic upload.

Common issues you may experience when trying to update your Petfinder pet list

1. Pets on Petfinder have not been updated or added:
   1. Check the Petfinder "help" page to see if they are reporting any known issues, like pet lists not being updated, slow logins, denied logins, or pictures not being updated.
   2. Make sure the pet(s) have the Petfinder account selected under Export Accounts.
2. Pictures are missing on specific pets or are in the incorrect order:Petfinder does not provide the ability to change a pet's picture once one has been added.  So, if your pet has 2 pictures already, they will never change.  You can add a third picture, but the previously added pictures will never change.
3. The easiest way to get a pet's pictures to update is to delete that pet from your Petfinder admin pet list.  The next time your data is uploaded from RescueGroups.org a new copy of that pet will be added, and the current pictures should be added by Petfinder.
 Outdated or duplicate pet entries on Petfinder may be caused by editing an uploaded RescueGroups.org animal through your Petfinder account. If you edit animals directly through your Petfinder account, the animal listing may no longer be recognized as part of the RescueGroups.org upload and therefore, the animal will not be updated. If the animal is still available in RescueGroups.org, there may have been a new listing created in Petfinder, so it will appear as a duplicate listing. We recommend that you manually remove the edited animal from your Petfinder admin account to remove the outdated or duplicate entry. The next RescueGroups.org Petfinder export will add the animal to your Petfinder account again. 
4. If your Petfinder Pet List is not in sync and new animals are not being added, follow these instructions:
   
   1. Verify that your Petfinder export is still enabled in RescueGroups.org by going to to Animals > Exports.
   2. Verify that your Petfinder Automatic Pet Importing setting is still set to to ON. If your Petfinder account is no longer set to Automatic Pet Import, we recommend that you reconfigure your Petfinder account to again allow uploads from RescueGroups.org. You may also want to bulk delete your Petfinder animal list as it may be out of date. If your RescueGroups.org export is still enabled, a bulk delete will soon be repopulated with clean data when RescueGroups.org next performs an automatic upload. You can perform a bulk delete from your animal admin page in your Petfinder account by clicking clicking Select All and  and then updating the status to to Deleted, as shown in the screenshots below.
      
      Image Modified
      Image Modified

Common issues you may experience when trying to update your Petfinder pet list

1. Pets on Petfinder have not been updated or added:
   1. Check the Petfinder "help" page to see if they are reporting any known issues, like pet lists not being updated, slow logins, denied logins, or pictures not being updated.
   2. Make sure the pet(s) have the Petfinder account selected under Export Accounts.
2. Pictures are missing on specific pets or are in the incorrect order:
   1. Petfinder does not provide the ability to change a pet's picture once one has been added.  So, if your pet has 2 pictures already, they will never change.  You can add a third picture, but the previously added pictures will never change.
   2. The easiest way to get a pet's pictures to update is to delete that pet from your Petfinder admin pet list.  The next time your data is uploaded from RescueGroups.org a new copy of that pet will be added, and the current pictures should be added by Petfinder.

Requesting help

If you have worked through all of the recommendations and troubleshooting steps reported above and have not been able to resolve your issue, request our help.

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