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 API key and the API password. The API password is the long secret, not the 16 character API key.
- The Log tab shows the Packeta answer (masked). Common faults:
IncorrectApiPasswordFault(wrong password),PacketAttributesFaultwith “Sender is not given” (set the Sender indication exactly as in client section > Senders) or “The client account is not approved for posting parcels” (your Packeta onboarding is not finished: contact your Packeta sales support). - Your server must be able to reach the provider over HTTPS (outgoing port 443) and have a current CA bundle.
A packet is refused
Section titled “A packet is refused”The reason is on the order page and in the Log. The usual ones: missing destination currency in the store (add CZK, EUR, HUF or RON under Administration > Currencies), an unauthorised currency (Packeta accepts the destination country’s currency, other currencies only with a currency conversion in the client section; the “Common issues” page of Packeta explains it), a COD in CZK with decimals (rounded automatically), a carrier that rejects the ZIP code, a phone number that is not a mobile number of the destination country, emoji in names.
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, Packeta outage) and press Retry. Jobs are retried automatically after 5 minutes, 15 minutes, 1 hour, 3 hours and 12 hours before they give up. Validation faults of Packeta are not retried: they do not get better by themselves.
Push tracking events are rejected
Section titled “Push tracking events are rejected”- Packeta signs every event with the signing key it gave you; enter exactly that key under Push tracking signing key of the mode in use. The check uses the raw body and a timestamp that must not be older than 24 hours (the server clock must be right).
- The address must be HTTPS, reachable from the internet and not behind a login or an IP filter.
- Rejected events are listed in the log with the action “webhook”. Without push tracking nothing is lost: cron polls open packets every hour.
The label is a Packeta label although the packet goes home
Section titled “The label is a Packeta label although the packet goes home”Home delivery packets get the carrier label when Packeta can give it. If the carrier does not allow API labels, or its number is not ready after ten minutes, the add-on uses the Packeta label, which Packeta documents as the fallback (it may be relabelled in the carrier’s network). The label kind is shown on the order tab. Packeta asks you to keep the share of Packeta labels on carrier shipments below 2 %.
The map does not open
Section titled “The map does not open”The widget needs a valid API key in the Connection page (mode Test or Live, the key of the account, not the password) and access to widget.packeta.com. If Packeta rejects a point after the customer chose it (“did not accept this pick-up point”), the point is closed or outside the countries you offer; the customer picks another one.
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).