Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- “Invalid credentials” (HTTP 401): wrong user name or password, or test credentials in Live mode (and the other way round).
- “Enter the ship-from country …”: complete the ship-from address or the company address.
- “8003: Account not allowed for this service”: your account number is not enabled for that service; ask your DHL Express representative.
- Your server must reach
express.api.dhl.comover HTTPS with a current CA bundle.
No DHL rates at checkout
Section titled “No DHL rates at checkout”- The Log shows each failed rate request with DHL’s message (for example
420504: The requested product(s) not available: DHL does not offer that product for the route). - If DHL answers in a currency other than your store currency, that currency must exist in Settings > Currencies (it can be hidden).
- The test environment allows 500 calls a day.
A label is refused
Section titled “A label is refused”DHL’s message is shown and logged. Typical causes: missing phone or street, a city or postal code DHL does not know, a missing country of origin for international parcels (set a default under Customs), a product that is not available on the route.
“Result unknown” on the order tab
Section titled ““Result unknown” on the order tab”See Usage. Nothing is sent again automatically.
Tracking does not change
Section titled “Tracking does not change”Tracking needs cron. DHL answers “no data” until the parcel is scanned.
The cron address answers “Forbidden”
Section titled “The cron address answers “Forbidden””The key is wrong; copy the address again from the settings page.
Still stuck
Section titled “Still stuck”Contact us through https://cs-cart.kaviolabs.com with the add-on version, the CS-Cart version and the log lines (secrets are masked).