Troubleshooting
The arrow does not show
Section titled “The arrow does not show”- Check Settings > Enable and the two Show settings, and the license status bar on the add-on pages.
- The product needs a valid class on its scale: open the product tab; “Shown on the storefront” must show the arrow.
- Full page cache or block cache: after changing a product the cached page updates by itself; if you changed a template, clear the cache.
- The theme must print the standard product price hooks (
products:main_price,products:list_price_block). Custom themes that remove them need the arrow include added by hand (see Developer notes).
“Test connection” fails
Section titled ““Test connection” fails”- 401 or 403: the key is wrong, expired or not accepted. Request or check the key at the European Commission’s EPREL page.
- 404 or “not found”: the product group or registration number of the test is wrong, or the address template differs from the documentation you received. Compare them (see Developer notes).
- 429: too many requests; wait and test again.
- Your server must reach eprel.ec.europa.eu over HTTPS (outgoing port 443) and have a current CA bundle.
- The Log tab shows the answer (masked).
The state of a product is “Not found in EPREL”
Section titled “The state of a product is “Not found in EPREL””The registration number and the product group do not match a registration. Check both in EPREL. The cron job reads it again after the cache time or when you press Read again.
The state is “Error”
Section titled “The state is “Error””EPREL answered without a usable energy class, or refused the key. See the message in the list and the log. The job is retried by the queue.
The state is “No API key”
Section titled “The state is “No API key””No key is saved, so nothing is read automatically: type the class, or add the key on the Connection tab.
Nothing is read after I added products
Section titled “Nothing is read after I added products”Check that the cron job runs (the Jobs tab shows queued jobs that never move if it does not) and the Products per cron run setting.
The label does not open
Section titled “The label does not open”Without JavaScript the arrow opens the label in a new tab. If the label address is wrong (see above), correct the address template or upload the label in the product tab.
A job is “Waiting to retry” or “Gave up”
Section titled “A job is “Waiting to retry” or “Gave up””The last error is shown in the list. Fix the cause and press Retry.
The cron address answers “Forbidden”
Section titled “The cron address answers “Forbidden””The key in the address 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 relevant log lines (the key is masked automatically).