Troubleshooting

• The Log tab shows DPD’s answer (masked). Turn on Debug log for a summary of every call.
• Test connection fails with “The combination of user and password is invalid”: DelisID or password is wrong for the selected mode. Stage and production users are different.
• Test connection says the authentication token is invalid: the add-on logs in again once by itself; if it persists check the system clock of the server and that Test / Live matches the user.
• COMMON_2 Mandatory input field is empty: the message names the field (for example customerNumber of the sender, or a street). Fill it on the Connection page or on the order.
• COMMON_3 Length of data for field does not fit: a name or street is longer than DPD accepts (the text of the specification says 35 characters). Shorten it in the order address.
• COMMON_4 Input data contains invalid special character: remove the character named in the message.
• SHIPPING_1 Pickup address is unknown for customer: DPD does not know a pickup address for this customer number; check the customer number and the sending depot with your DPD contact.
• “The sending depot is unknown”: log in first (Test connection); the depot comes from the login.
• “a parcel shop delivery needs the e-mail address”: DPD Pickup requires a notification address; the order has none.
• No parcel shop found: check the postal code and country of the delivery address; the search uses findParcelShops with the address of the checkout.
• Cash on delivery order refused: ShipmentService 4.5 has no COD field; create that label in the DPD portal.
• The weight on the label looks wrong: the add-on sends the weight in units of 10 g as the example of the specification says; report it to us together with the label so that we can correct the unit.
• Tracking stays “created”: DPD answers with a data fault until the parcel is scanned after the hand-over; the add-on keeps “created” and asks again.
• The tracking link does not open the parcel: the public tracking address is not part of the web services; tell us the address that works for your account.
• Jobs stay queued: the cron job is not running; use the command or secret URL from the settings page. Run now on the Jobs page processes the queue once.

If a problem persists, send the log lines (they contain no secrets) and the order id to support.