Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”- Check the mode: test credentials only work in test mode and live credentials only in live mode.
- Check for spaces before or after the client ID and secret.
- The Log tab shows FedEx’s answer (masked). Common codes:
NOT.AUTHORIZED.ERROR(wrong or expired key, or a production key used in test mode),ACCOUNTNUMBER.REGISTRATION.REQUIRED(the account number is not a valid FedEx account or is not linked to the project),SHIPMENT.VALIDATION.ERROR(a field FedEx rejected, the message names it),INTERNAL.SERVER.ERROR(FedEx side; see “unresolved” in Usage for labels). - The test uses the account number: enter it before testing, and make sure the Developer Portal project has the Rates API.
- Your server must be able to reach the provider over HTTPS (outgoing port 443) and have a current CA bundle.
Nothing happens after an order changes status
Section titled “Nothing happens after an order changes status”- Check Settings > General > Enable and the order status settings.
- Check the license status bar on the add-on pages.
- Open Jobs: queued jobs wait for cron. If the counts never change, the cron job is not running; run the command from the settings page by hand once.
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 (credentials, data, provider outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up.
No FedEx rate at checkout
Section titled “No FedEx rate at checkout”- The shipping method must use a service FedEx offers for the route (for example Home Delivery only for residential US addresses, International services only across borders). The log shows the reason.
- The ship-from country, ZIP and the customer’s ZIP must be valid; the store weight unit must be set (Settings > General).
- Use a fallback rate (shipping method or settings) if you prefer an estimate over a hidden method while FedEx is down.
A label request is refused before it is sent
Section titled “A label request is refused before it is sent”The message names the missing piece: recipient or sender phone (10 to 15 digits), street address, package weight, or customs lines for an international order.
A shipment says “Unresolved”
Section titled “A shipment says “Unresolved””FedEx may have created it but the answer did not arrive. Look in your FedEx account, then discard the attempt (no shipment at FedEx) or keep it as a record (shipment exists). See Usage.
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 (secrets are masked automatically).