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 the answer of N11 (masked). 401 = the appKey or appSecret is wrong or the API account is disabled; 429 = too many requests, the job is retried by itself.
- 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.
A product stays “Not listed yet” or shows an error
Section titled “A product stays “Not listed yet” or shows an error”The Last error column names the cause: no category mapping, a mandatory attribute without a value, a value N11 does not allow, no brand, no image, an empty description, a title shorter than 15 characters, a shipment template that does not exist (the name must match the seller panel exactly) or a VAT rate N11 does not accept (the add-on sends the nearest of 0, 1, 10, 20).
An order was not imported
Section titled “An order was not imported”Open the Orders tab with “Failed imports only”. Usually the stock code on the N11 line is not mapped to a product, or the product is disabled or out of stock in CS-Cart.
Approval or cancellation fails
Section titled “Approval or cancellation fails”Only lines in status Created can be approved, and only approved lines can be cancelled by the seller (a new order is rejected in the seller panel). The message of N11 is shown in the log.
Webhooks
Section titled “Webhooks”N11 has no webhook for sellers; the add-on polls. The webhook address of the shared pages is not used.
- The webhook secret on the Connection page must be the one N11 shows for the same mode.
- 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”.
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).