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 organization id and token. The token and id of the sandbox do not work in production and the other way round.
- The Log tab shows the ShipX answer (masked). Common codes:
unauthorized(wrong or expired token),resource_not_found(wrong organization id, or the organization is not yours),validation_failed(a field is wrong; the fields are listed),no_carriers/carrier_unavailable(your organization has no contract for the service),invalid_action(e.g. cancel after confirmation, label before confirmation). - 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.
Webhooks are rejected
Section titled “Webhooks are rejected”- The address must be exactly the one on the Connection page including the
k=key (it differs per account). ShipX webhooks are not signed, so the key is the only check. - InPost verifies the address with a GET request that must answer 200; a firewall or a login in front of the store breaks that.
- The web address must be the one on the Connection page, reachable from the internet and not behind a login or an IP filter.
- Rejected events are listed in the log with the action “webhook”.
A shipment stays “Created, waiting for InPost”
Section titled “A shipment stays “Created, waiting for InPost””InPost buys the offer asynchronously. If it stays in this state for more than a few minutes, check that cron runs and that your InPost account has funds (prepaid accounts) or a contract for the service; InPost shows the reason in the Parcel Manager. The add-on keeps asking every minute.
The locker map does not open
Section titled “The locker map does not open”The Geowidget needs the public Geowidget token of the same mode (sandbox or production) and a domain allowed for the token in the Parcel Manager. Without a working token the customer can still type the locker code.
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).