> For the complete documentation index, see [llms.txt](https://docs.solutioo.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.solutioo.de/shopware/shopware6_en_us/troubleshooting-and-support/common-problems-and-solutions.md).

# Common Problems and Solutions

**General**

<details>

<summary><strong>Finding ID fields</strong></summary>

</details>

<details>

<summary><strong>Inventory synchronization</strong></summary>

</details>

<details>

<summary><strong>401 Unauthorized</strong></summary>

**Symptoms:**

* API calls fail with a 401 error message
* Authentication errors

**Solutions:**

1. Check the **API access data.**
2. Generate new **integration credentials** in Shopware.
3. Check whether the integration is active.

</details>

<details>

<summary><strong>The connection could not be established</strong></summary>

**Symptoms:**

* Error message "The connection could not be established".
* Timeout during the connection test

**Possible causes:**

1. Incorrect URL
2. Incorrect access data
3. Server not reachable
4. Blocked by a firewall

**Solutions:**

1. Check the **website URL** (including https\://).
2. Check the **access key** and **secret key.**
3. Test the URL in a browser.
4. Check your firewall settings.

</details>

<details>

<summary><strong>The customer could not be created</strong></summary>

Possible causes:

* Number series exhausted.
* Mandatory fields are missing in Shopware.
* Customer template not configured.

**Solution**

1. Check the **Activity Log.**
2. Correct the customer data.
3. Import the order again.

</details>

<details>

<summary><strong>Customer not found</strong></summary>

Possible causes:

* The customer number does not match.
* The email address was changed.
* The mapping type does not fit.

**Solution**

1. Check the **Activity Log.**
2. Correct the customer data.
3. Import the order again.

</details>

<details>

<summary><strong>Incorrect customer type assigned</strong></summary>

1. Check the **customer group** in Shopware.
2. Check the **customer group mapping.**
3. Correct the customer in BC.

</details>

<details>

<summary><strong>VAT registration number missing</strong></summary>

* The customer must store the VAT registration number in Shopware.
* It is adopted with the next order.
* Or add it manually in BC.

</details>

<details>

<summary><strong>Tiered prices are not displayed</strong></summary>

1. Check whether tier lines exist in BC.
2. Check the **tiered price limit** in the settings.
3. Synchronize the item again.

</details>

<details>

<summary><strong>Incorrect price in the shopping cart</strong></summary>

1. Check the minimum quantities in BC.
2. Check the customer group assignment.
3. Clear the Shopware cache.

</details>

<details>

<summary><strong>Special price is not displayed</strong></summary>

* Check the **validity date** (start/end).
* Check the **customer group assignment.**
* Synchronize the item again.
* Clear the Shopware cache.

</details>

<details>

<summary><strong>Incorrect price for a customer</strong></summary>

* Check the customer's customer group.
* Check the price group assignment in BC.
* Check the mapping in the settings.

</details>

**Order import**

<details>

<summary><strong>Orders are not imported</strong></summary>

**Symptoms:**

* No new orders in BC.
* Empty order list despite orders in Shopware.

**Possible causes:**

1. The status filter excludes orders
2. The orders have already been imported
3. Connection problem

**Solutions:**

1. Check the **status filter** in the settings.
2. Check the **Activity Log.**
3. Perform a manual download.

</details>

<details>

<summary><strong>Customer not found</strong></summary>

**Symptoms:**

* The order cannot be imported.
* Error message: the customer does not exist.

**Solutions:**

1. Enable **automatic customer creation.**
2. Check the **customer mapping** (email/customer number). (Mapping is missing)
3. Create the customer manually.

</details>

<details>

<summary><strong>Item not found</strong></summary>

**Symptoms:**

* The order line cannot be assigned.
* Error message: unknown item number

**Solutions:**

1. Check the **item number** in BC.
2. Create the item in BC.
3. Check the item number mapping.

</details>

<details>

<summary><strong>Import error</strong></summary>

* Check the *"Activity Log".*
* Common errors: missing mapping entries, unknown payment methods.
* Add the missing mapping and start the import again.

</details>

<details>

<summary><strong>Unknown payment method</strong></summary>

Mapping is missing <i class="fa-right">:right:</i> Add the payment method mapping

</details>

<details>

<summary><strong>Faulty orders</strong></summary>

1. Open the **Activity Log.**
2. Filter by errors.
3. Resolve the cause.
4. Import again.

</details>

<details>

<summary><strong>The status is not updated</strong></summary>

1. Check the **API connection.**
2. Check the **Activity Log.**
3. Make sure that the order exists in Shopware.

</details>

<details>

<summary><strong>Tracking is not visible</strong></summary>

1. Check whether the tracking field is filled in correctly.
2. Check the format of the parcel number.
3. Report the status again.

</details>

**Items / master data management**

<details>

<summary><strong>The category does not exist in Shopware</strong></summary>

1. Check the **Shopware ID** in BC.
2. Check whether the category was deleted in Shopware.
3. Update the mapping or create the category again.

</details>

<details>

<summary><strong>The item does not appear in the category</strong></summary>

1. Check the category assignment in BC.
2. Check whether the item is marked as a "web item".
3. Synchronize the item again.

</details>

<details>

<summary><strong>The picture is not uploaded</strong></summary>

1. Check the **picture folder ID** in the settings.
2. Check the image format and the file size.
3. Check the Activity Log for errors.

</details>

<details>

<summary><strong>The picture does not appear in the shop</strong></summary>

1. Check whether the image exists in Shopware.
2. Check whether the image is assigned to the product.
3. Clear the Shopware cache.

</details>

<details>

<summary><strong>Incorrect image order</strong></summary>

1. Check the order in BC.
2. Synchronize the item again.
3. If necessary, adjust the order manually in Shopware.

</details>

<details>

<summary><strong>Shopware media folder, folder ID</strong></summary>

<a href="/pages/dvfTMwGQ8xwLYgzlanQ1" class="button primary">Shopware media folder</a>

</details>

<details>

<summary><strong>The inventory does not match.</strong></summary>

1. Check the **location** in the settings.
2. Check whether reservations are taken into account.
3. Synchronize manually again.

</details>

<details>

<summary><strong>The item is not available despite inventory.</strong></summary>

1. Check whether the item is active in Shopware.
2. Check the sales channel assignment.
3. Clear the Shopware cache.

</details>

<details>

<summary><strong>The synchronization is not running.</strong></summary>

* Check the Job Queue Entry.
* Check the API connection.
* Check the Activity Log.

</details>

**Attributes**

<details>

<summary><strong>The attribute is not synchronized</strong></summary>

* Check whether the item is marked as a *"web item"*.
* Check the attribute mapping table.
* Check the Activity Log for errors.

</details>

<details>

<summary><strong>The attribute value is missing in Shopware</strong></summary>

* Check whether the value is assigned correctly in BC.
* Synchronize the item again.
* Clear the Shopware cache.

</details>

**Item synchronization**

<details>

<summary><strong>The item does not appear in the shop</strong></summary>

**Symptoms:**

* The item was uploaded but is not visible
* No error message

**Possible causes:**

1. The item is not activated
2. It is not assigned to a sales channel
3. It is not assigned to a category

**Solutions:**

1. Activate the item in Shopware.
2. Assign the item to a **sales channel**.
3. Assign the item to a **category**.

</details>

<details>

<summary><strong>The price is incorrect</strong></summary>

**Symptoms:**

* Incorrect price in Shopware.
* The price differs from BC.

**Solutions:**

1. Check the **price field** in the settings.
2. Check the **VAT mapping.**
3. Check the **net/gross setting.**
4. Synchronize the price again.

</details>

<details>

<summary><strong>The inventory is incorrect</strong></summary>

**Symptoms:**

* Incorrect inventory in Shopware.
* The inventory is 0 despite stock on hand.

**Solutions:**

1. Check the **location** in the settings.
2. Check the **inventory option** (available vs. physical).
3. Synchronize the inventory again.

</details>

<details>

<summary><strong>Inventory synchronization</strong></summary>

**Automatic synchronization**

The inventory can be synchronized automatically:

1. Create a *"Job Queue Entry"*.
2. Select the "*codeunit*" "*Inventory Upload***".**
3. Define the interval (for example every 30 minutes).

**Manual synchronization**

1. Open the *"Item Card".*
2. Choose *"Actions" → "Inventory to Shopware"*

Or, for several items:

1. Open the *"item list".*
2. Select the items you want.
3. Choose *"Inventory to Shopware".*

</details>

**PDF documents**

<details>

<summary><strong>The PDF upload fails</strong></summary>

<table><thead><tr><th width="200.827392578125">Error</th><th width="247.597900390625">Possible cause</th><th>Solution</th></tr></thead><tbody><tr><td>Customer not found.</td><td>The customer number/email address does not exist in Shopware.</td><td>Check the customer data in both systems.</td></tr><tr><td>The PDF could not be generated.</td><td>The report layout is missing or faulty.</td><td>Check the report settings.</td></tr><tr><td>Connection error</td><td>The API connection to Shopware has been interrupted.</td><td>Check the network connection and the API settings.</td></tr><tr><td>The module is not enabled.</td><td>The PDF module is not enabled in BC.</td><td>Enable the module in the configuration.</td></tr></tbody></table>

</details>

<details>

<summary><strong>The document type is not translated</strong></summary>

**Symptoms:**

* Display: "solutioo-invoice-documents.account.type.xxx"
* The translation is missing

**Solutions:**

1. Clear the **Shopware cache.**
2. Recompile the **theme.**
3. Check the **snippet files.**

</details>

<details>

<summary><i class="fa-screwdriver-wrench">:screwdriver-wrench:</i> <strong>Documents are not displayed</strong></summary>

* Check whether the plugin is enabled.
* Clear the cache: `bin/console cache:clear`
* Compile the theme: `bin/console theme:compile`

</details>

<details>

<summary><strong>API error 401 (Unauthorized)</strong></summary>

* Check the API access data in Business Central.
* Make sure that the integration is active.
* Check the permissions of the integration.

</details>

<details>

<summary><strong>Customer not found</strong></summary>

* Check whether the customer exists in Shopware.
* Compare the email address and the customer number.
* Check the data for typos.

</details>

**Performance / automation**

<details>

<summary><strong>The synchronization takes a very long time</strong></summary>

**Symptoms:**

* Timeout with large data volumes
* Slow performance

**Solutions:**

1. Reduce the **amount of data per synchronization.**
2. Use **filters** for incremental updates.
3. Schedule synchronizations **outside peak hours.**

</details>

<details>

<summary><strong>Job Queue Entry: the task does not run</strong></summary>

* Check the **status** (must be "Ready" or "In Process")
* Check the **earliest start date/time**
* Check the **day-of-week setting**
* Restart the Job Queue service

</details>

<details>

<summary><strong>Job Queue Entry: error during execution</strong></summary>

* Open the **error message**
* Check the **API connection**
* Check the **Activity Log**
* Resolve the problem and set the status to "Ready"

</details>

<details>

<summary><strong>The upload fails</strong></summary>

* Check the **API connection.**
* Check the **Activity Log.**
* Resolve the reported errors.
* Try again.

</details>

<details>

<summary><strong>The data is not updated</strong></summary>

1. Check whether the item is marked as a "web item".
2. Check the mapping tables.
3. Clear the Shopware cache.

</details>

<details>

<summary><strong>Customer not found</strong></summary>

**Cause:** The customer mapping failed

**Solution:**

1. Check the email address/customer number.
2. Enable automatic customer creation.
3. Or create the customer manually.

</details>

<details>

<summary><strong>Item not found</strong></summary>

**Cause:** The item number does not exist in BC

**Solution:**

1. Check the item number.
2. Create the item in BC.
3. Or correct the mapping.

</details>

<details>

<summary><strong>The connection failed</strong></summary>

**Cause:** The API is not reachable

**Solution:**

1. Check the Shopware URL.
2. Check the API access data.
3. Check your firewall settings.

</details>

<details>

<summary><strong>Timeout during a request</strong></summary>

**Cause:** The request takes too long

**Solution:**

1. Reduce the amount of data per request.
2. Increase the timeout values if necessary.
3. Check the server performance.

</details>

**General tips**

<details>

<summary><strong>Before you contact Support</strong></summary>

1. **Check the Activity Log** for error messages.
2. **Note down** the exact error message.
3. **Document** the steps you have performed.
4. **Check** this FAQ for known solutions.

</details>

<details>

<summary><strong>Clearing the cache</strong></summary>

In Shopware:

```bash
bin/console cache:clear
bin/console theme:compile
```

In Business Central:

* Restart the BC client.
* Clear the browser cache.

</details>

<details>

<summary><strong>Enabling the developer log</strong></summary>

For a detailed error analysis:

1. Open **Shopware** → **Setup**
2. Enable *"Allow developer log".*
3. Reproduce the problem.
4. Check the *"API Call Log".*

</details>

###

#### More answers by topic

In addition to the solutions above, you will find short answers sorted by topic in the [FAQ](/shopware/shopware6_en_us/frequently-asked-questions-faq.md) section:

<table data-view="cards"><thead><tr><th></th><th></th></tr></thead><tbody><tr><td><strong>Connection &#x26; Authentication</strong></td><td>Open</td></tr><tr><td><strong>Items &#x26; Catalog</strong></td><td>Open</td></tr><tr><td><strong>Prices &#x26; Inventory</strong></td><td>Open</td></tr><tr><td><strong>Orders</strong></td><td>Open</td></tr><tr><td><strong>Customers &#x26; B2B</strong></td><td>Open</td></tr><tr><td><strong>Synchronization &#x26; Errors</strong></td><td>Open</td></tr></tbody></table>

{% hint style="info" %}
For a deeper error analysis, the [Activity Log](/shopware/shopware6_en_us/monitoring-and-logs/activity-log.md), the [API Call Log](/shopware/shopware6_en_us/monitoring-and-logs/api-call-log.md), and the [Analyze API Responses](/shopware/shopware6_en_us/monitoring-and-logs/analyze-api-responses.md) guide will help you.
{% endhint %}


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