Troubleshooting
“Test connection” fails
Section titled ““Test connection” fails”The Log tab shows Mondial Relay’s answer (masked). Turn on Debug log for a summary of every call. The test only uses the API 1 credentials (a one-result Point Relais search near Paris); the API 2 credentials are proven by the first label.
API 1 status codes (WEB SERVICE V-5.14, “Status codes”):
| Code | Text in the document | What to check |
|---|---|---|
| 1 | Incorrect merchant | The brand (Enseigne) is wrong. |
| 2 | Merchant number empty | The brand is empty. |
| 3 | Incorrect merchant account number | The brand does not belong to a valid account. |
| 8 | Incorrect password or hash | The private key or the hash is wrong. |
| 95 | Merchant account not activated | Ask Mondial Relay to activate the account. |
| 97 | Incorrect security key | The private key is wrong, or the hash was computed over different values. Check the private key for spaces and that Test/Live matches the brand. The document warns that some hash tools mishandle special characters (error 97); avoid special characters in names. The public test account is brand BDTEST13 with private key TestAPI1key (the key was changed in V-5.12; older documents show PrivateK). |
| 98 | Generic error (Incorrect parameters) | A parameter does not match its pattern. |
| 99 | Generic error of service system | A technical error of Mondial Relay. Notify Mondial Relay with the date, time and parameters. |
| 40 | Missing parameters | A required value was not sent. |
| 9 | Unknown or not unique city | |
| 16 | Incorrect country code | |
| 19 | Incorrect postal code | |
| 20 | Incorrect parcel weight | The search weight is at least 15 g. |
| 24 | Incorrect shipment number | The shipment number is not 8 digits. |
| 49 | Incorrect action | |
| 70 | Incorrect Point Relais number | The point number is not 6 digits. |
| 74 | Incorrect language | |
| 92 | The Point Relais country code and the consignee’s country code are different (or insufficient funds on prepaid accounts) | The point and the delivery address are in different countries; the customer must choose a point in the country of delivery. |
| 94 | Unknown parcel | The shipment number is not known to the tracking service. For a new shipment this is normal until the first scan; the add-on keeps “created”. |
API 2 error codes (WEB SERVICE DUAL CARRIER V-2.7.1, “Error codes”). They arrive with HTTP 200 in the StatusList; the message in the log is Mondial Relay’s own text:
| Code | Level | Text in the document | What to check |
|---|---|---|---|
| 10001 | Critical Error | Invalid user and/or password. Check the authentication information. | Login and password of API 2; Test and Live have different credentials. |
| 10000 | Critical Error | A general error occurred during authentication. Check that the login or/and password are correctly filled. | |
| 10002 | Critical Error | … Check that the customerId field is correctly filled. | |
| 10005 | Critical Error | … Unknown customer Id. | The customer id of the Connection page. |
| 10066 | Error | … No access right. | The Connect user lacks the “Configuration des API” right. |
| 10067 | Error | No configuration for your business. | Ask Mondial Relay. |
| 10024 | Error | Invalid delivery mode defined in the request. | Your contract does not include this service (for example home delivery). |
| 10027 | Error | Invalid Collection Mode defined in the request. | |
| 10025 | Warning | Invalid location for the delivery mode. Statement ignored. | The Point Relais number. |
| 10044 | Error | Invalid postcode defined in the address. | Postal code format of the destination country. |
| 10042 | Error | Invalid country code defined in the address. | |
| 10079 | Error | Invalid country code for your customer settings. | Your contract does not cover the destination country. |
| 10062 | Warning | Title + FirstName + LastName should not be greater than 30 characters. | The add-on cuts names to 30 characters together, so this should not appear. |
| 10063 | Error | HouseNo + StreetName should not be greater than 30 characters. | Same: the add-on cuts to 30 characters together. |
| 10085 | Error | A Mandatory phone number is missing | Home delivery needs the customer’s phone number in an international form the country accepts (France +33, Belgium +32…). Fix the phone number in the order. |
| 10051 | Warning | Invalid phone number defined in the address. Statement ignored. | The number does not match the country’s pattern. |
| 10090 | Error | ParcelSize: Dimensions are missing or are incorrect | Set package length, width and depth in the settings. |
| 10070 | Error | Multi parcels forbidden for this product code. | |
| 10072 | Error | Location not allowed for your business. Please refer to your binding agreement. | |
| 10080 | Error | PDF File unavailable. | |
| 99998 | Error | XML Parse error … | Report the log lines. |
| -1 | Critical Error | Severe System Error. Please, contact the Service Center. | Unknown outcome, see below. |
| 99999 | Critical Error | An error occurred. Please contact the Service Center. | Unknown outcome, see below. |
Warnings (level Warning) do not stop the label; they are written to the log as warnings so that you can fix the cause.
The shipment shows “Result unknown”
Section titled “The shipment shows “Result unknown””A timeout, an HTTP 5xx, the codes -1 or 99999, or an interrupted request: Mondial Relay may have created the shipment. The add-on does not repeat the request. Look for the shipment in Mondial Relay Connect (reference O<order>-<row>), then adopt its 8-digit number or confirm that nothing was created. See Usage. A rejected request (any other error code) creates nothing; fix the cause and click again.
No Point Relais are shown / “points are not available”
Section titled “No Point Relais are shown / “points are not available””- The brand and private key of API 1 must be saved for the mode in use.
- The picker needs to load
widget.mondialrelay.comand a map library fromunpkg.comin the customer’s browser. An ad blocker, a content security policy or a firewall that blocks them shows “The Mondial Relay map could not be loaded”. Allow the three servers (and OpenStreetMap tiles) in your content security policy. - The picker needs jQuery on the page (the CS-Cart storefront has it).
- “Mondial Relay did not accept this Point Relais”: the server could not find the point for the delivery country, or the point is not valid for the XL service. Choose another one.
Nothing happens after an order changes status
Section titled “Nothing happens after an order changes status”- Check Settings > General > Enable and the order status setting.
- 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, outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up.
Tracking stays “created”
Section titled “Tracking stays “created””Mondial Relay answers status 94 (unknown parcel) until it has recorded the parcel. The add-on keeps “created” and asks again about every 5 hours. Without API 1 credentials nothing is read.
The tracking link does not open the parcel
Section titled “The tracking link does not open the parcel”The public tracking page address is not part of the web service documents. Tell us the address that works for your account.
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).