Troubleshooting

Symptoms:

• No reviews appear in Marketing → eKomi → Reviews
• Review count stays at zero
• Frontend shows "No reviews found"

Solution:

1. Verify account credentials

   • Go to Marketing → eKomi → Manage Accounts
   • Check that Interface ID and Interface Password are correct
   • Try saving the account again - it should fetch shop details automatically

2. Check account is selected

   • Go to Stores → Configuration → Magmodules → eKomi Reviews → Accounts
   • Ensure your account is selected in the Accounts field

3. Manual sync test

   bin/magento shopreview:ekomi:sync --all
   

   Watch for any error messages in the output.

4. Check eKomi dashboard

   • Log into eKomi and verify you actually have reviews
   • New accounts may not have any reviews yet

Prevention:

• Test account credentials immediately after setup
• Run manual sync after adding a new account

Symptoms:

• Reviews exist in admin (Marketing → eKomi → Reviews)
• Frontend page shows empty or "No reviews found"
• Widget displays nothing

Solution:

1. Check review status

   • Go to Marketing → eKomi → Reviews
   • Verify reviews have status "Approved"
   • If set to "Pending", either approve manually or enable Auto Approve

2. Verify frontend is enabled

   • Stores → Configuration → Magmodules → eKomi Reviews → Frontend
   • Set Enable to Yes

3. Check locale settings

   • If locale filter is enabled, verify matching locales are selected
   • Your Default Locale should match your review languages

4. Clear full page cache

   bin/magento cache:flush full_page
   

5. Check widget configuration

   • For widgets, verify the widget is assigned to the correct pages
   • Check layout updates are applied

Prevention:

• Enable Auto Approve Reviews for immediate display
• Match locale settings to your eKomi account language

Symptoms:

• Customers don't receive review invitation emails
• Invitation queue is empty
• Orders qualify but nothing happens

Solution:

1. Check invitation profile exists and is enabled

   • Go to Marketing → eKomi → Invitation Profiles
   • Verify at least one profile is enabled

2. Verify profile criteria

   • Order Status: Does it match your orders? (e.g., Complete)
   • Store View: Is the correct store selected?
   • Customer Groups: Are your customers in the selected groups?
   • Not Older Than: Is the value reasonable? (orders older than this are skipped)

3. Check delay settings

   • If delay is set to 168 hours (7 days), invitations won't appear immediately
   • Check Scheduled At column in invitation queue

4. Run queue manually

   bin/magento cron:run --group=default
   

5. Check invitation queue

   • Go to Marketing → eKomi → Invitation Queue
   • Look for pending invitations and their scheduled times

Prevention:

• Start with a short delay (24 hours) for testing
• Use "Not Older Than: 7 days" initially to process recent orders only

Symptoms:

• Customers receive multiple invitation emails for one order
• Same order appears multiple times in invitation queue

Solution:

1. Check for overlapping profiles

   • Go to Marketing → eKomi → Invitation Profiles
   • Look for profiles that match the same orders:
     • Same store view
     • Same customer groups
     • Same order status

2. Disable duplicate profiles

   • Keep only one profile per store view/customer group combination
   • Or use different order statuses to differentiate

3. Clean up existing queue

   • Check invitation queue for duplicates
   • Remove duplicate entries manually if needed

Prevention:

• Plan your invitation profiles before creating them
• Use distinct criteria for each profile (different stores, customer groups, or statuses)

Symptoms:

• Error messages mentioning "API" or "connection"
• Reviews fail to import
• Self-test shows API errors

Solution:

1. Verify credentials

   • Double-check Interface ID and Interface Password
   • Re-enter credentials and save

2. Check server connectivity

   • Verify your server can reach api.ekomi.de

   curl -I https://api.ekomi.de
   

3. Check firewall/proxy settings

   • Ensure outbound HTTPS (port 443) is allowed
   • If using a proxy, configure it in Magento

4. Enable debug mode

   • Turn on debug mode to see detailed API responses
   • Check var/log/ekomi_sr_debug.log for details

5. Contact eKomi support

   • If credentials are correct but API fails, there may be an issue on eKomi's side

Prevention:

• Run self-test periodically to catch connectivity issues early
• Monitor error logs for API failures

Symptoms:

• Reviews don't import automatically
• Invitations don't send on schedule
• Last sync time never updates

Solution:

1. Verify Magento cron is configured

   crontab -l | grep magento
   

   You should see entries for Magento cron.

2. Check cron schedule

   bin/magento cron:run --group=default
   

3. Look for cron errors

   • Check var/log/cron.log
   • Check var/log/system.log

4. Verify cron jobs exist

   SELECT * FROM cron_schedule WHERE job_code LIKE '%ekomi%';
   

5. Reset stuck cron jobs

   DELETE FROM cron_schedule WHERE job_code LIKE '%ekomi%' AND status = 'running';
   

Prevention:

• Set up cron monitoring
• Check cron health regularly

Symptoms:

• Widget area is empty
• Widget shows in admin but not on frontend
• "Widget" placeholder visible but no content

Solution:

1. Verify widget is assigned

   • Go to Content → Widgets
   • Check the widget has Layout Updates configured
   • Verify pages/positions are correct

2. Check widget settings

   • Open the widget
   • Verify account is selected (if required)
   • Check number of reviews to display

3. Clear block cache

   bin/magento cache:clean block_html full_page
   

4. Check for JavaScript errors

   • Open browser developer tools (F12)
   • Look for JS errors in console
   • Slider widgets require JavaScript to initialize

5. Test with simple widget first

   • Try the basic Review Widget before slider
   • Use "Plain" mode to rule out layout issues

Prevention:

• Test widgets on a staging environment first
• Verify JavaScript dependencies are loaded

Symptoms:

• Stars show incorrect values (e.g., 4/10 instead of 4/5)
• Rating scale doesn't match eKomi dashboard
• Visual rating doesn't match numeric value

Solution:

1. Check rating scale setting

   • Go to Stores → Configuration → Magmodules → eKomi Reviews → Accounts
   • Verify Rating Scale matches your eKomi account

2. Verify in eKomi dashboard

   • Log into eKomi
   • Check what rating system your account uses

3. Update and re-sync

   • Correct the rating scale setting
   • Clear cache
   • Reviews should display correctly now

Prevention:

• Set rating scale during initial setup
• Verify with a test review

1. Go to Stores → Configuration → Magmodules → eKomi Reviews → Debug
2. Set Debug Mode to Yes
3. Save and clear cache

Log location: var/log/ekomi_sr_debug.log

The log includes:

• API requests and responses
• Cron job execution details
• Import/sync operations
• Queue processing information

• API errors: Look for HTTP status codes and error messages
• Authentication issues: "Invalid credentials" or similar
• Data issues: Missing fields, wrong formats
• Timing: When operations start and complete

Always disable debug mode after troubleshooting:

1. Set Debug Mode to No
2. Save and clear cache
3. Optionally delete/archive the debug log file