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 OTTO’s answer (masked). Common answers:
Invalid client secret/unauthorized_client: wrong Client ID or secret, or the sandbox credentials used in live mode (or the other way round). The secret is shown only once in OPC: rotate it there and enter the new one.invalid_scope: the app in OPC does not have all scopes. Edit the app (or create a new one) with products, availability, orders, shipments, returns and shipping-profiles.403 Forbidden: the app has no access to that interface, or your user lacks the right API-Zugriff.429 Too Many Requests: the rate limit was hit; the job is retried after the back-off.- A connection error or timeout: the API times out requests after 10 seconds; the job is retried.
- 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 shows an error or stays “Waiting”
Section titled “A product shows an error or stays “Waiting””- Waiting means OTTO is still processing the upload task; it is polled on every cron run.
- The error text gives the path in the product data (for example
productDescription.attributes) and OTTO’s reason: a missing or not allowed attribute value, an unknown category or brand ID, a missing image, a price of zero. SKU is unknown: the product is not (or no longer) on OTTO. Press Retry to upload it again.- After the upload succeeded OTTO may still show the product as not visible: check the marketplace status of the product in OPC (OTTO validates content and images itself).
A shipment is not reported
Section titled “A shipment is not reported”- The ship-from city and ZIP code must be filled in on the Connection page.
- Only position items in state
PROCESSABLEcan be shipped; an order OTTO already shows as sent is skipped. - An error
409 Conflictmeans OTTO already has this shipment: it is treated as done.
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).