Common Problems and Solutions

Solutions for problems that frequently occur with the Shopware 6 API Connector.

General

Finding ID fields

Inventory synchronization

401 Unauthorized

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.

The connection could not be established

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.

The customer could not be created

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.

Customer not found

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.

Incorrect customer type assigned

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

VAT registration number missing

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

Tiered prices are not displayed

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

Incorrect price in the shopping cart

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

Special price is not displayed

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

Incorrect price for a customer

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

Order import

Orders are not imported

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.

Customer not found

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.

Item not found

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.

Import error

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

Unknown payment method

Mapping is missing Add the payment method mapping

Faulty orders

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

The status is not updated

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

Tracking is not visible

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

Items / master data management

The category does not exist in Shopware

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.

The item does not appear in the category

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

The picture is not uploaded

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.

The picture does not appear in the shop

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

Incorrect image order

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

Shopware media folder, folder ID

Shopware media folder

The inventory does not match.

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

The item is not available despite inventory.

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

The synchronization is not running.

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

Attributes

The attribute is not synchronized

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

The attribute value is missing in Shopware

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

Item synchronization

The item does not appear in the shop

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.

The price is incorrect

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.

The inventory is incorrect

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.

Inventory synchronization

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".

PDF documents

The PDF upload fails

Error	Possible cause	Solution
Customer not found.	The customer number/email address does not exist in Shopware.	Check the customer data in both systems.
The PDF could not be generated.	The report layout is missing or faulty.	Check the report settings.
Connection error	The API connection to Shopware has been interrupted.	Check the network connection and the API settings.
The module is not enabled.	The PDF module is not enabled in BC.	Enable the module in the configuration.

The document type is not translated

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.

Documents are not displayed

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

API error 401 (Unauthorized)

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

Customer not found

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

Performance / automation

The synchronization takes a very long time

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.

Job Queue Entry: the task does not run

• 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

Job Queue Entry: error during execution

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

The upload fails

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

The data is not updated

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

Customer not found

Cause: The customer mapping failed

Solution:

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

Item not found

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.

The connection failed

Cause: The API is not reachable

Solution:

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

Timeout during a request

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.

General tips

Before you contact Support

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.

Clearing the cache

In Shopware:

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

In Business Central:

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

Enabling the developer log

For a detailed error analysis:

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

More answers by topic

In addition to the solutions above, you will find short answers sorted by topic in the FAQ section:

Connection & Authentication

Open

Items & Catalog

Open

Prices & Inventory

Open

Orders

Open

Customers & B2B

Open

Synchronization & Errors

Open

For a deeper error analysis, the Activity Log, the API Call Log, and the Analyze API Responses guide will help you.