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 UPS’s answer (masked). Common cases:
Invalid Authentication Information(code 250002: wrong or expired credentials, or production credentials used in test mode), an error naming the shipper number (the account number is not valid or is not linked to the app), a field UPS rejected (the message names it), HTTP 500 (UPS side; see “unresolved” in Usage for labels). - The test uses the account number: enter it before testing, and make sure the Developer Portal app has the Rating product.
- Your server must be able to reach UPS 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.
No UPS rate at checkout
Section titled “No UPS rate at checkout”- The shipping method must use a service UPS offers for the route (for example the Worldwide services only across borders, Ground only within the country). The log shows the reason.
- The ship-from country, state, ZIP and the customer’s ZIP must be valid; the store weight unit must be set (Settings > General).
- Use a fallback rate (shipping method or settings) if you prefer an estimate over a hidden method while UPS is down.
The rate is higher than I expected
Section titled “The rate is higher than I expected”With “Prices at checkout” on negotiated rates the add-on uses the negotiated total only when UPS returns it for your account number; otherwise it shows the published rate. Check that the account number is linked to the Developer Portal app and that the ship-from state and ZIP are filled in (UPS needs them for negotiated rates).
A label request is refused before it is sent
Section titled “A label request is refused before it is sent”The message names the missing piece: recipient or sender phone (needed for international shipments), a two letter state for US and Canadian addresses, street address, package weight, the customs lines of an international order, or a service that UPS does not offer for returns.
A shipment says “Unresolved”
Section titled “A shipment says “Unresolved””UPS may have created it but the answer did not arrive, and a shipment that exists is billed unless it is voided. Press Check with UPS: the add-on searches UPS tracking for the reference of the attempt (kv-<order>-<n>) and recovers the label by its tracking number. An empty answer is not proof that nothing exists. Search your UPS shipping history (Ship Manager) for the reference; if you find a shipment, paste its tracking number into UPS tracking number found in your UPS account and press Adopt this tracking number. Discard the attempt only when you are sure UPS holds no shipment for it. See Usage.
Void is refused
Section titled “Void is refused”UPS only voids a shipment before its packages are picked up or scanned. The message of UPS is shown; the shipment stays as it is.
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).