Troubleshooting

Common issues and solutions for Digitec Galaxus Integration. Start with the quick diagnostics, then find your specific issue below.

---

Quick Diagnostics

1. Run Self-Test:

   bin/magento digitec:selftest
   

2. Check module is enabled:

   • Digitec Galaxus → General Settings → Enable = Yes

3. Clear cache:

   bin/magento cache:flush
   

4. Check logs:

   • var/log/digitec-galaxus.log
   • var/log/system.log

---

FTP Connection Issues

"Connection failed" or timeout

Symptoms:

• FTP test button shows error
• Feeds not uploading

Solutions:

1. Verify credentials:

   • Double-check hostname, username, password
   • No extra spaces in fields
   • Correct hostname (test vs production)

2. Check firewall:

   • Ensure outbound FTP (port 21) is allowed
   • SFTP may use port 22

3. Test from command line:

   ftp ftp.digitecgalaxus.ch
   

4. Contact Digitec Galaxus:

   • Verify your credentials are active
   • Check if IP whitelisting is required

"Permission denied" on upload

Cause: FTP user doesn't have write permission.

Solution: Contact Digitec Galaxus to verify folder permissions for your account.

---

Feed Generation Issues

No products in feed

Check these:

1. Products have valid identifiers:

   • EAN/GTIN must be present and valid

2. Visibility filter:

   • Check Advanced Settings → Filter on Visibility
   • Ensure products have correct visibility

3. Category filter:

   • Check if category filtering excludes your products

4. Stock filter:

   • "Exclude Out of Stock" may be enabled

5. Data validation:

   • Enable/disable "Enable Data Validation" to test

Debug:

bin/magento digitecgalaxus:run-generate-feed --type=data -vvv

"Invalid products" count too high

Cause: Products missing required data.

Solutions:

1. Check required attributes are mapped:

   • Product Title
   • At least one language enabled

2. Verify product data:

   • EAN must be valid 13-digit number
   • Prices must be greater than 0
   • Required attributes must have values

3. Disable validation temporarily:

   • Turn off "Enable Data Validation"
   • Check which products now appear
   • Fix their data, re-enable validation

Feed generation times out

Cause: Large catalog overwhelming server resources.

Solutions:

1. Enable paging:

   • Advanced Settings → Enable Paging = Yes
   • Set Products per Batch to 5000

2. Increase PHP limits:

   max_execution_time = 3600
   memory_limit = 2G
   

3. Run during off-peak hours:

   • Schedule feeds for low-traffic times

---

Order Import Issues

Orders not importing

Check these:

1. Order import enabled:

   • Order Automation → Automate = Yes

2. FTP paths correct:

   • Path In matches Digitec Galaxus configuration
   • No leading/trailing slashes

3. Order files exist:

   • Check FTP for files in Path In folder

4. Cron running:

   bin/magento cron:run --group=digitec_galaxus
   

Debug:

bin/magento digitecgalaxus:run-order-import -vvv

"Product not found" errors

Cause: Product EAN/identifier in order doesn't match Magento.

Solutions:

1. Verify product exists:

   • Search by EAN in Magento admin
   • Check product is enabled and in stock

2. Check identifier mapping:

   • Ensure EAN attribute is correctly mapped

3. Enable failed order emails:

   • Get detailed error information

Orders created without products

Cause: Some products found, others not.

Solutions:

1. Check order notes:

   • View order in Magento admin
   • Check comments for missing product details

2. Add missing products:

   • Create products with correct EANs

Duplicate orders

Cause: Order files processed multiple times.

Solutions:

1. Check processed folder:

   • Verify files move after processing

2. Use Order ID Prefix:

   • Add unique prefix like "DG-"
   • Prevents conflicts with regular orders

---

Shipment Sync Issues

Tracking not syncing to Digitec Galaxus

Check these:

1. Shipping sync enabled:

   • Order Automation → Shipping Notes Synchronization

2. Carrier mapping configured:

   • Track & Trace → Carrier mapping
   • Carrier names must match exactly

3. Tracking numbers added:

   • Shipment must have tracking number

Debug:

bin/magento digitecgalaxus:run-sync-shipping -vvv

"Invalid carrier" errors

Cause: Carrier name doesn't match mapping.

Solution:

1. Check Magento carrier titles
2. Match exactly in Track & Trace configuration
3. Use correct Digitec Galaxus carrier codes

---

Price Issues

Prices not matching expected values

Check:

1. Price adjustment settings:

   • Product Stock Pricing → Price Adjustment
   • Verify percentage is correct

2. Rounding settings:

   • Check Round Price setting

3. Currency:

   • Verify store view currency matches Digitec Galaxus

Prices showing as 0

Cause: Wrong price attribute or missing price.

Solutions:

1. Verify products have prices:

   • Check product in Magento admin

2. Check price attribute:

   • Default is price or final_price
   • Custom attributes must exist

---

Performance Issues

Slow feed generation

Solutions:

1. Enable paging:

   • Split large catalogs into batches

2. Optimize database:

   bin/magento indexer:reindex
   

3. Check server resources:

   • Increase PHP memory
   • Use dedicated cron server

Cron jobs overlapping

Cause: Previous job still running when next starts.

Solutions:

1. Reduce frequency:

   • Increase time between runs

2. Check for stuck jobs:

   SELECT * FROM cron_schedule WHERE status = 'running';
   

3. Clear stuck jobs:

   bin/magento cron:clean
   

---

Debug Mode

Enable detailed logging:

1. Go to Digitec Galaxus → General Settings → Debug & Logging
2. Set Debug Mode to Yes
3. Check var/log/digitec-galaxus.log
4. Disable after troubleshooting (impacts performance)

---

Need More Help?

Documentation:

• All Help Articles - Complete documentation overview

Support:

• Contact Support - Get help from our team