Troubleshooting

This guide helps you diagnose and fix common issues with Feedback Company Reviews. Start with the Self-Test, then check specific issues below.

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Self-Test

Run the built-in diagnostic tool first:

bin/magento shopreview:feedbackcompany:selftest

This checks:

• Extension enabled status
• Account credentials validity
• API connectivity
• Cron configuration
• Database tables

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Reviews Not Importing

Symptoms

• No reviews in Marketing → Feedback Company → Reviews
• Sync commands return no updates

Solutions

1. Check Account Connection

• Go to Marketing → Feedback Company → Accounts
• Verify status shows "Connected"
• If not, check credentials with Feedback Company

2. Check Cron

bin/magento cron:run --group feedbackcompany

Verify cron is running:

bin/magento cron:status

3. Manual Sync

bin/magento shopreview:feedbackcompany:sync --all

4. Check Debug Logs Enable debug mode in configuration, then check:

var/log/feedbackcompany/debug.log

5. Verify Reviews Exist in Feedback Company Log in to your Feedback Company dashboard and confirm reviews are there.

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Invitations Not Sending

Symptoms

• Orders complete but no invitations queued
• Invitations stuck in "Pending" status

Solutions

1. Check Invitation Profile

• Edit your account in Marketing → Feedback Company → Accounts
• Verify invitation profile is enabled
• Check order status trigger matches your workflow
• Verify customer groups are included

2. Check Queue Processing

bin/magento shopreview:feedbackcompany:invitations

3. Verify Delay Settings If delay is set to 7 days, invitations won't process until 7 days after order.

4. Check Order Prefix Multi-store setups need unique order IDs. Configure Order Prefix in Synchronization settings.

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Widget Not Displaying

Symptoms

• Widget added but doesn't appear on frontend
• Widget shows "No reviews found"

Solutions

1. Clear All Caches

bin/magento cache:flush

2. Check Widget Configuration

• Edit widget in Content → Widgets
• Verify Layout Updates are set correctly
• Check the container selection

3. Verify Reviews Exist

• Go to Marketing → Feedback Company → Reviews
• Check reviews are Approved (not Pending or Rejected)

4. Check Account Selection

• In Stores → Configuration → Magmodules → Feedback Company → Accounts
• Verify accounts are selected for this store view

5. Check Review Locale If locale filter is configured, ensure reviews match the selected locale.

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Review Page Not Working

Symptoms

• 404 error on /feedbackcompany/
• Page loads but shows no reviews

Solutions

1. Enable Frontend

• Stores → Configuration → Magmodules → Feedback Company → Frontend
• Set Enable to Yes

2. Flush Cache

bin/magento cache:flush

3. Reindex

bin/magento indexer:reindex

4. Check URL Rewrites Verify no conflicting URL rewrites exist.

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API Connection Issues

Symptoms

• "Connection failed" errors
• Timeout errors during sync

Solutions

1. Check Credentials

• Verify Client Token and External ID in account settings
• Get fresh credentials from Feedback Company if needed

2. Check Server Requirements

# Test outbound HTTPS
curl -v https://api.feedbackcompany.com/

3. Check Firewall/Proxy Ensure your server can reach Feedback Company API:

• api.feedbackcompany.com (port 443)

4. Check PHP Extensions Required extensions:

• curl
• json
• openssl

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Cron Not Running

Symptoms

• Reviews not updating automatically
• Invitations not processing

Solutions

1. Check Magento Cron

crontab -l -u www-data

Should show Magento cron entry.

2. Check Cron Groups

bin/magento cron:run --group feedbackcompany

3. Check Cron History

SELECT * FROM cron_schedule WHERE job_code LIKE '%feedbackcompany%' ORDER BY scheduled_at DESC LIMIT 10;

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Debug Mode

For detailed troubleshooting, enable debug logging:

1. Stores → Configuration → Magmodules → Feedback Company → Debug & Logging
2. Set Debug Mode to Yes
3. Save and reproduce the issue
4. Check var/log/feedbackcompany/debug.log

Important: Disable debug mode after troubleshooting to avoid log file growth.

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Error Messages

"Extension is disabled"

• Enable the extension in General settings

"No accounts configured"

• Add at least one account in Marketing → Feedback Company → Accounts

"Invalid credentials"

• Verify Client Token and External ID with Feedback Company

"Rate limit exceeded"

• Too many API calls; wait and retry, or reduce sync frequency

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Need More Help?

Documentation:

• All Help Articles - Complete documentation overview

Support:

• Contact Us - Get help from our team

When contacting support, please include:

• Magento version
• PHP version
• Extension version (shown in config)
• Self-test output
• Debug log excerpts (if available)