---
title: Troubleshooting
slug: campaign/docs/eZaR-troubleshooting
docTags: 
createdAt: 2026-07-20T15:45:25.725Z
---

:::hint{type="info"}
**Note**

This topic is for administrators and developers with administration access rights in Magento 2.
:::

This topic describes how to manage integrated-related issues when using Magento 2 as e-commerce platform with Optimizely Campaign, how to get help with problems during [installation](docId\:UmD9pk7gn0IjhoRxiVhtK) and configuration, and how to [activate error logging](docId\:UmD9pk7gn0IjhoRxiVhtK), and [known issues](docId\:UmD9pk7gn0IjhoRxiVhtK).

## [eZaR-troubleshooting.mdx](docId\:UmD9pk7gn0IjhoRxiVhtK)Installation issues

If problems occur during the installation and configuration of Magento 2 integration, contact [customer support](docId\:ZWe1T3UPz3JW6_4mc76qV) and provide the following information:

- The version number of the Magento 2 system you are using.
- The output of the command `phpinfo()`.
- A description of when and in what context the error occurred.

:::hint{type="info"}
**Note**

Conflicts may occur with other expansion modules for Magento 2. If you cannot determine, limit, or resolve the conflicts, provide Optimizely with a list of the modules you use.
:::

## [eZaR-troubleshooting.mdx](docId\:UmD9pk7gn0IjhoRxiVhtK)Activating error logging

Error logging displays operating status of the integration and any errors that occurred.

1. Log in to Magento 2 with administrator rights.
2. Select **Stores** > **Configuration**.

   ![Image: Select Configuration](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/6XeH_TxqUnfYylMHDs12s-20260720-145404.png "Image: Select Configuration")
3. Select **Episerver** > **Episerver Campaign**.

   ![Image: Select Episerver> Episerver Campaign](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/YUTXsUgG8VMyQnxr1Hz7l-20260720-145404.png "Image: Select Episerver> Episerver Campaign")
4. In the **General settings** area, in the **Debug Mode** drop-down list, select **Yes**.

   ![Image: Debug mode](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/Iz2ox6wXrG9JQwuHKuv0F-20260720-145404.png "Image: Debug mode")
5. Click **Save Config**.

The Magento 2 integration saves errors in the `var/log/optivo_broadmail.debug.log` file. If you cannot fix a problem yourself, send the lines that were recorded after the error occurred to [customer support](docId\:ZWe1T3UPz3JW6_4mc76qV).

Entries in the error log have the following structure:

```php
[2017-06-30 10:25:03] optivoLogger.DEBUG: processFallbackQueue:start [] []
[2017-06-30 10:25:03] optivoLogger.DEBUG: processFallbackQueue:maxRetries 10 [] []
[2017-06-30 10:25:03] optivoLogger.DEBUG: processFallbackQueue:process 1 entries [] []
 ...
[2017-06-30 10:25:03] optivoLogger.DEBUG: _checkResponse [] []
[2017-06-30 10:25:03] optivoLogger.DEBUG: a:7:{s:8:"response";s:207:"HTTP/1.0 404 Not Found
```

## [eZaR-troubleshooting.mdx](docId\:UmD9pk7gn0IjhoRxiVhtK)Known issues

The following errors in Magento 2 can affect the Optimizely Campaign integration:

| Problem                                                                                                                                                                                 | Possible cause                                                                 | Solution                                                                                                                   |
| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------- |
| **Version 2.1.0.** In the back end (under **Customer Information** in the tab **Newsletter**), you cannot unsubscribe customers by clearing the **Subscribed to Newsletter** check box. | Documented [Magento 2 error](https://github.com/magento/magento2/issues/6313). | Unsubscribe customers via **Marketing** > **Newsletter Subscribers** by deleting the corresponding customer from the list. |
| **Versions 2.0.7 and 2.1.0.**- At checkout, the customer cannot specify a new default address or change their address.                                                                  |                                                                                |                                                                                                                            |

- If customers have not stored an address in their customer account, they can create a new address at the checkout. This is, however, committed as a shipping address and not as a billing address – despite the existing option to use the same address for billing and shipping.Both errors affect the correct transfer of address information of the customer into transactional mails. | Currently unknown.                                                                                 | No solution currently available.                                                                                           |
  \| **All versions.** Magento displays the message *You have registered for the newsletter* on the confirmation page only after a delay.                                                                                                                                                                                                                                                                                                                                                                              | Error in the Magento 2 system, not an error in the Magento 2 integration from Optimizely Campaign. | No solution currently available.                                                                                           |