Skip to main content

Common Issues and Solutions

1. "Connection Failed" Error​

Problem: Cannot connect to GeSmart ERP or PrestaShop

Solutions:

  • Check your internet connection
  • Verify API credentials in Configuration
  • Ensure GeSmart ERP API is accessible
  • Check PrestaShop module is installed and active
  • Contact administrator if credentials need updating
warning

Connection errors usually indicate a configuration issue. Check your API credentials first.

2. Sync Stuck at Same Percentage​

Problem: Progress bar not moving

Solutions:

  • Wait a few minutes (large items take time)
  • Check the "Current Item" to see what's being processed
  • Look for errors in the Live Sync Feed
  • If stuck for more than 10 minutes, pause and resume
  • If still stuck, stop and restart the sync

3. High Error Count​

Problem: Many items failing to sync

Solutions:

  • Check Recent Logs for specific error messages
  • Verify data format in GeSmart ERP
  • Check PrestaShop module logs
  • Ensure required fields are present in source data
  • Contact support with error details

4. Sync Taking Too Long​

Problem: Sync seems to be running forever

Solutions:

  • Check how many items need to be synced
  • Full syncs take longer than incremental
  • Large datasets (10,000+ items) can take hours
  • Monitor progress - if it's increasing, it's working
  • Consider using incremental sync for regular updates

5. "No Active Syncs" When Sync is Running​

Problem: Dashboard shows no sync but button says "Syncing..."

Solutions:

  • Wait a few seconds (first update takes a moment)
  • Refresh the page
  • Check browser console for errors
  • Verify API endpoint is accessible

6. Items Not Appearing in PrestaShop​

Problem: Sync completes but items don't show in store

Solutions:

  • Check if items are set to "Active" in PrestaShop
  • Verify items aren't in draft/unpublished state
  • Check PrestaShop cache (clear if needed)
  • Review sync logs for any warnings
  • Ensure PrestaShop module has proper permissions

Getting Help​

If you encounter issues:

  1. Check Recent Logs - Look for error messages
  2. Review Error Details - Click on errors to see specifics
  3. Check Configuration - Verify all settings are correct
  4. Contact Support - Provide:
    • Error messages from logs
    • What you were trying to do
    • Screenshots if possible
    • Time when error occurred