Troubleshooting
Note
This topic is for administrators and developers with administration access rights in Shopware.
This topic describes how to manage integrated-related issues when using Shopware as e-commerce platform with Optimizely Campaign. Find out how to get help with Shopware problems during installation and configuration, and how to initiate the logging of events and executed tasks to monitor operations and to locate error sources.
Installation issues
If problems occur during installation, configuration, and operation that you cannot solve, contact customer support.
kH7r-troubleshooting.mdxCommon sources of errors
Problem | Possible cause | Solution |
|---|---|---|
Customers cannot subscribe to newsletter. | The shop system's firewall is blocking the connection to Optimizely Campaign. | Check the network configuration for your shop system. |
| The authorization code of the recipient list is invalid. | Check the authorization code of the recipient list and create a new authorization code if necessary. |
| The opt-in ID is invalid. | Check and correct the opt-in-ID. |
The catalog export fails. | The shop system's firewall is blocking the connection to Optimizely Campaign. | Check the network configuration for your shop system. |
| The private SSH key is incomplete or incorrect. | Re-enter the SSH key. |
| The password for the private SSH key is incomplete or incorrect. | Re-enter the password for the private SSH key. |
kH7r-troubleshooting.mdxLogging
The Shopware integration contains a feature for logging events and executed tasks, including the catalog export. If there are issues with the integration, use log files to find the sources of error. To access the logging, you need to activate a Cron job in Shopware.
Configuring the logging
- Log in to the back end of Shopware with administrator rights.
- Go to Configuration > Basic settings.
- Go to System > Cronjobs.
- In the list, find the Cron job optivo ErrorHandler and click Edit .
- Select the Active check box.
- In the Interval drop-down list, select a time interval for the Cron job. This is used to determine the intervals at which individual log records are grouped together.
- Click Save.
- To activate the Cron job and start logging, invoke the URL. Typically, this is something like http://<your store URL>/backend/cron.
Note
In the list of Cron jobs, you see the entry Processing Optivo ErrorHandler (if the job execution is initiated by its interval settings).
Accessing the back-end log
- Select Configuration > Logfile.
- Copy the logged events from the list, and click Details (the magnifying glass icon) in the Options column. Entries added by the Shopware integration can be identified by the name optivo under User.
Log files in the system log
The Shopware integration writes messages to the broadmail channel in the System log tab. Here you will find the most recent entries that have not been archived by the Cron job.
Click Details (the magnifying glass icon) to see error message details.
Example: The following message indicates that the product export started, but execution failed because a user ID is missing from the Shopware integration settings.
CronJobsSubscriber::onoptivoProductExport: missing export sftp usernameTo see archived entries, select a log file from the drop-down list next to Download. To save a log file to your computer, click Download.
Note
If you receive PHP programming language error messages, send screenshots of these together with a description of the process that was running when the error occurred to Optimizely customer support. You may also have to provide Optimizely with the exact error messages in the Linux system log file.