ProStores General Troubleshooting
Troubleshooting Supplier Communications
This information is detailed in the Store Administration help topic "Troubleshooting
Supplier Communications".
If merchants are having trouble with supplier communications, check for the
following:
- Check to see that either the Supplier Notification program has been run
(in Store Administration), or check with the Site Administrator to see that
the program has been run.
- Did a user ship the orders in the administration area before the Supplier
Notification was run? Supplier notification only runs for orders marked as
"Ready for Shipping."
- Check all products to ensure that they are associated with a supplier.
- For each supplier, check the Notification options. If a supplier
is set to be notified by e-mail or fax, the Group By option should
be set to By Order. If they are set to be notified by Download,
the Group By option should be set to "All."
- Do merchants have unique SKU's for all the products? The product SKU is
used to match a supplier to an order, and if multiple products within an order
share the same SKU, the confirmation will not be processed. If this is the
case, the following error will appear in the errors_in.txt file (which can
be viewed using the File Manager, Store Data Area/suppliers/incoming directory):
Jun 19, 2003 conf_20030619215822.txt:
Supplier could not be
determined from the confirmation detail record
Record Keys - D,2,8,1
The second to the last string (in this example, "8") is the order number
that will need to be marked as shipped manually.
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What to do when orders fail.
- Disable payment processor in store admin -> billing -> credit cards
- Process incoming orders manually until payment processor is available
- In case of processor gateway changing IPs, restart DNS and servlet engine
(Tomcat)... add entry to /etc/hosts if host still shows old IP after DNS restart
- Remember to remove temp /etc/hosts entries if you need to force an IP change
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How do I transfer a store to another server?
- Export from one server, have us upgrade
export file if necessary, import to new server
- Make sure to update DNS and web server configs...
- Within the web server, point the DocumentRoot to /home/prostores/content/stores/shortname
or other location if necessary.
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My client placed an order that should be paid by check
and go into pending. It does not show up in the pending list although it is
included on the order information summary.
This is most likely a known issue with ProStores in which the invoice has
been marked with both credit card information as well as payment by check. When
this happens ProStores does not know where to put it, either in Auth-Credit,
or Auth-Other. This issue has been fixed in more recent versions of ProStores
so once this customer is upgraded it will not occur again.
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The drop down menu to select an image for my products
has disappeared and been replaced with a browse box.
The pull down menu is no longer available because you have over 500 product
images in your store. In order to avoid significant slow downs when building
the pull down menu ProStores replaces it with an input text box when more than
500 images are present. You can associate the image with this product by entering
the filename for the product image in this input text box and submitting the
changes.
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When I'm trying to delete some old products I get the
following message: "The attribute you are attempting to delete has the following
orders associated with it. You need to delete the orders before you can delete
the attributes." When I go in and try to locate the order I get the following
message: "We were unable to locate an invoice with tracking number ####. Please
return and fix data entry."
In ProStores there are separate numbers for orders, invoices, and for tracking.
This can be very confusing and our warning messages can be a little misleading.
In the latest version of ProStores, the number reported when deleting a product
attribute is the invoice number. This invoice can be located by browsing to
the Store Administration and clicking on Order on the left. Then you will want
to enter the invoice number and click the arrow.
Unfortunately, in older versions of ProStores the number reported was the
actual order number and not the invoice number. To find the corresponding invoice
number you will need to go to the Support Manager and export the Orders table.
You can also go to the Report Manager, click on Sales, choose the Order Log
report, and export the report to .csv format. In there you can search for the
product by name or by SKU to determine which invoice has the attribute.
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I am unable to delete items from any of my stores. Also,
I cannot delete any test stores that I have set up. I get the following message:
Executing generated SQL.: java.sql.SQLException:
General error: Got error127 from table handler
State: S1000
Error Code: 1030
What might be causing this?
The error message you are receiving indicates a corrupt record in a table in
the database. In order to correct the issue, you can run a simple MySQL repair
utility. Before you do this, you will need to turn off the MySQL daemon. Failure
to do so before running this command can result in more extensive corruption
of the database. Shut down MySQL using the following command:
# /etc/rc.d/init.d/mysql
stop
or
# /etc/rc.d/init.d/mysqld stop
You will also want to shutdown Tomcat and Apache so that your customers do
not receive error messages from the servlet engine.
Change directory to the ProStores database structure directory. This is usually
located at /home/mysql/prostores
or /var/lib/mysql/prostores.
Execute the following command to check and repair the tables:
# myisamchk -rq *.MYI
This utility will find and repair simple problems with records in the tables.
If it cannot repair a problem in a table, it will report this and instruct you
to use the -o option. If this occurs, run the following command on ONLY the
table that has the problem:
# myisamchk -o tablename.MYI
where tablename is the name of the table with the error (i.e. LogSearch.MYI)
When you are done, you can restart the MySQL engine.
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I have a site that we will be adding a secure certificate
to. I need to uncheck the "disable dedicated url" option in the store options.
I can uncheck the box and submit the request. But, on going back to the store
options the box is re-checked.... Is there something else that I should be doing?
The problem you are having is a known issue in ProStores version 4.1.0.216.
This issue has been corrected and any of the newer versions of ProStores should
provide you with the functionality. Our only work around would be to place the
fully qualified domain name into both the dedicated URL and Shared URL fields
in ProStores.
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The ProStores system allows entering products with
colors that are more than 20 characters long using the add a product wizard,
but does not allow me to enter colors more than 20 chars long using the 'Add
a Product' interface. I would rather enter products using the 'Add a Product'
interface. Can this be done?
The discrepancy you are having is an issue with the Add Product wizard. ProStores
has always been limited to 20 characters per attribute. A future version of
ProStores is scheduled to correct the issue with the wizard and a feature request
has been made to expand the product attribute field. However until the functionality
has been added you will want to limit product attributes to 20 characters
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There was no zip code found that matched the state my
new customer entered (e.g. Colorado).
This problem often occurs because it's not clear that prostores is looking
for the two-letter word state code instead of the full name. Change the state
input field to a dropdown list instead. The prostores ssml code to do that
is:
<!-- begin state dropdown code -->
<ss:select name="$customer.state"
source="$system.states('US')"
selected="$store.state"/>
<!-- end state dropdown code -->
This should replace the following code on your customer registration template
of the effected store: <ss:edit source="$customer.state" size=10/>
If customers are in fact entering in the proper two letter state code, and
it still says the zip code is bad, you can export the zip codes from the system
(go to admin->support->export area...)
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One of my customers ordered something and did not receive
an email once the order was shipped. ProStores mail setup is set to send an
order notice after it has been shipped. Where should I look to find the problem?
Login to prostores store admin and go to Store -> Store Log... click on the
End of log link and then search for the invoice # of the failed order email...
Most likely there is a format error of the email within the customer record,
or the mail service has failed on the mail server defined in store admin ->
store -> mail.
There's another possibility if you're using StoreSense version 5.6.1. If the
customer's last name contains a comma, the order notice will not be emailed
to them... it's fixed in 5.7+
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Is there a way for a user, say an ordering team, to
place orders on behalf of customers? Is there a way to bypass the password authentication
and just use an email address (like usual) for a customer account?
You will want to use the Order Entry functionality found in the Order Manager
in a professional ProStores store. Under Order / Order Entry, you should be
able to make a purchase on behalf of a customer. There is even a way to create
an "outstanding" invoice where the customer can go to the web site to pay for
it. Please note that if you add a new customer during the Order Entry process
a password will need to be saved in the profile. At this time the Order Entry
functionality is reserved for the Pro and Pro Plus editions of ProStores.
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