Adobe Commerce Lite: common integration issues and error messages

About this article

This article describes frequently encountered issues when integrating your Adobe Commerce (née Magento) system with ChannelEngine, and how to solve them. It also provides steps for troubleshooting common errors resulting from failed export and import tasks, along with tips on diagnosing issues based on their related error messages.

Table of contents

Error notifications

Orders with the status 'New' are not exported

Order not exported due to invoice/shipping address information

Products created on Adobe Commerce are not imported into ChannelEngine

• Product identifier mismatches
• Product selection
• Product bundles
• Back orders

Shipment creation failed and/or tracking codes are not exported

VAT and order amounts are mismatched/not correct on Adobe Commerce

Orders not exported due to country or state restrictions

• Enable/disable countries per store view
• Enable/disable states per store view
• Shipping method countries

Products from all store views are imported into ChannelEngine 

Common integration issues 

• Issues installing the extension
• Issues when trying to activate the extension when using Byte
• Issues when trying to activate the extension (401/403 error)
• After updating to version 2.4.3 or higher, synchronization between ChannelEngine and Adobe Commerce fails
• Adobe Commerce has been switched off because of nonce error
• Connecting multiple tenants to the same Adobe Commerce back-end

Introduction

ChannelEngine's Adobe Commerce Lite integration involves the addition of two API endpoints and an extra database table via the Adobe Commerce API. In most cases, issues related to this installation on ChannelEngine are related to your server setup. If you encounter integration problems not listed below, contact your web server administrator for assistance.

Error notifications

To begin troubleshooting any issue related to Adobe Commerce, ensure that you have enabled notifications in your ChannelEngine tenant. Follow the steps in the ChannelEngine: how to configure notifications article and ensure that you have selected all the relevant options to receive notifications about issues with failed export and import tasks.

For example, once notifications are enabled, you are informed every time an order fails to export – providing you with sufficient time to identify and resolve issues before they can impact your buyer or order process.

Orders with the status 'New' are not exported

If you encounter order export failures, ensure that you have enabled the option to receive notifications for order export tasks.

To troubleshoot the issue, check the status of the order on ChannelEngine. A message provides the reason for the failed export, indicating the specific issue that needs to be addressed before the order can be successfully exported during the next scheduled task.

Order not exported due to invoice/shipping address information

When integrating ChannelEngine with Adobe Commerce, be aware of the different shipping and invoice address validation requirements between the two platforms. In some cases, ChannelEngine may encounter issues while exporting orders if it detects missing or incorrect address information. In such situations, the address must be corrected in Adobe Commerce before a successful export can take place.

• The error message usually indicates the address line that is missing or incorrect. E.g.: 'first name is required'. 
• Ensure that all name fields are filled out, as Adobe Commerce does not accept orders missing these fields. 
• Pay special attention to unusual or special characters in house numbers or very long street/house names, as they might cause export issues.
• Additionally, check that the company name is correctly filled in and has not been combined with a different address line.
• If the error message states 'Region_ID is required', check that country options are correctly configured in the Adobe Commerce back-end by referring to the article Adobe Commerce general configuration.  

Products created on Adobe Commerce are not imported into ChannelEngine

If you encounter errors while trying to import products from Adobe Commerce to ChannelEngine, they may be related to the product setup and its associated stock level. Below are common error messages that could occur during product import failures:

1. The product that you are trying to add is not available - this error arises when ChannelEngine perceives that there is not enough stock available to fulfill an order. Such situations often occur if you sell low-stock items (e.g.: one or two units) on multiple marketplaces and your online store. Due to the latency in orders and stock updates, a product may be ordered more times than it is actually available. Once the product is back in stock on Adobe Commerce, the order should be accepted and processed. However, depending on the restocking time, you might consider canceling the order to avoid negative metrics or auto-cancelations (as seen on bol.com), or alternatively, enable back orders.
2. The product that was requested does not exist. Verify the product and try again - this error occurs when ChannelEngine cannot identify a product within the order. To address this issue, carefully review your product setup and stock levels on Adobe Commerce. Ensure that the stock information is accurate and up-to-date to prevent any discrepancies during the product import process.

Troubleshooting steps for product-related issues

Click View order to open the order and take note of the product's SKU or Merchant product number. Ensure the products missing from the import are available on Adobe Commerce by completing the following checks: 

• See if the product has stock assigned to it on ChannelEngine, and that the product stock count in the Adobe Commerce feed matches the stock count on ChannelEngine. Normally, a stock equal to zero also results in the stock status being Out of stock, and positive stock results in a stock status of In stock. However, sometimes the stock status may differ – resulting in orders with a positive stock still being rejected due to this status. If you see this error in a notification, make sure to check the stock status for that product.

  

• Using the API, verify the following values under stock_item_information:
  
  • Ensure that the total product qty (quantity) is not null. 
  • Confirm the value of is_in_stock is true.
  • Check that the product has a valid product_id assigned to it, meaning the value is not blank and correctly refers to the corresponding product.
  • Verify that the product has stock assigned to it on ChannelEngine.
  • Correct any of these values via Adobe Commerce to resolve the issue. 
• Ensure that there are no duplicate products in the product selection with different prices, as this can lead to mismatches.
• Verify that the product is enabled on ChannelEngine. When importing products from Adobe Commerce, ChannelEngine only retrieves products with an enabled status. Consequently, products disabled in Adobe Commerce are deactivated on ChannelEngine and removed from marketplaces. While orders for 'deactivated' products are infrequent, it is essential to consider a latency period. During the transition from 'import product data' to 'remove products from marketplace,' there is a possibility that an order might be placed for an inactive product.
  

  

• Verify that the products do not have empty required attributes, as this may cause them to be excluded from the import process.
• Check that you have not exceeded the recommended amount of products for Adobe Commerce. I.e.: no more than 10,000 products. 
• The product's SKU matches ChannelEngine's SKU requirements.

If the aforementioned checks do not yield a clear solution, you can complete the following additional checks to further investigate the issue:

Product identifier mismatches

Ensure that the product identifier (e.g.: EAN, SKU, and/or Merchant product number) matches exactly between ChannelEngine and Adobe Commerce. Also, verify that the product identifier on the order itself corresponds to what is shown on ChannelEngine.

Although uncommon, there are instances where 'old' SKUs remain listed on marketplaces. This can occur when transitioning to new SKUs or a new Adobe Commerce system, resulting in orders for products that are not recognized by Adobe Commerce with the SKU provided in the order. In such cases, either clear your marketplace account or contact ChannelEngine.

These situations involve 'ghost products,' which are products that ChannelEngine does not recognize or manage online. Ghost products can cause issues, particularly because their stock is never updated.

Product selection

If all the previous checks are correct and the issue persists, it is possible that the product is missing from the ChannelEngine product selection for the specific marketplace. In this case, you should select the products again and add them to your product selection by following the steps in the article ChannelEngine: product selection. 

Product bundles

Finally, check that the order does not contain a product bundle. If it does, you must ensure that all of the individual products within the bundle are present both on ChannelEngine and in the product selection for the Adobe Commerce integration. To check if a product is missing, go to Products, Product details. If the product is not listed, a message is displayed stating 'Product does not appear in the listing for a channel'.

To resolve this, add all the products from the product bundles into the same product selection as where the product bundle is listed. This ensures that all necessary products are available for the order processing.

Back orders

If the order was not imported due to a stock difference between ChannelEngine and Adobe Commerce due to latency, you may want to consider enabling back orders – which are disabled by default. 

You can enable or disable backorders globally by performing the following steps:

1. In the Admin sidebar, go to Stores, Settings, Configuration.
2. Set Store view to Default config.
3. In the left panel, expand Catalog and click Inventory.
4. Expand the Product stock options.
5. For Back orders, clear the Use system value checkbox and select one of the options below:

   Option	Description
   No back orders	Accept back orders when the product is out of stock.
   Allow qty below 0	Accept back orders when the quantity falls below zero.
   Allow qty below 0 and notify customer	Accept back orders when the quantity falls below zero, and notify the customer that the order can still be placed.

6. For Out-of-stock threshold, clear the Use system value checkbox and enter a different amount.

   Option	Description
   Positive amount	With back orders disabled, enter a positive amount.
   Zero	With back orders enabled, entering 0 (zero) allows for infinite back orders.
   Negative amount	With back orders enabled, it is recommended to enter a negative amount. The amount is added to the sellable quantity. E.g.: enter -50 to allow orders up to this amount.

7. Click Save config.

You can also set allowing back orders for individual products by looking up the product, selecting the Advanced inventory setting. You need to disable Use config settings to apply an individual override.

For more information on the back order configuration, check out the Configure back orders article on Adobe Commerce's website.

Shipment creation failed and/or tracking codes are not exported

If you receive an error related to a failed shipment creation, or if tracking codes were not exported to the marketplace, it is important to check your notifications to identify the cause of the issue. 

VAT and order amounts are mismatched/not correct on Adobe Commerce

If you encounter issues with mismatched order and/or VAT values on Adobe Commerce, ensure that you have configured the correct VAT rates in your ChannelEngine tenant. You can do this by following the steps provided in the article ChannelEngine: VAT settings. 

Orders not exported due to country or state restrictions

If your Adobe Commerce settings are configured to allow purchases only from specific countries, any ChannelEngine orders from countries outside of the permitted list are rejected by Adobe Commerce. For example, if your Adobe Commerce store view 'https://my-fashion-store.nl' only accepts orders from customers in the Netherlands, any ChannelEngine order from a customer in Germany is rejected by Adobe Commerce – appearing with an error on ChannelEngine.

When an error occurs during the order export to Adobe Commerce, a notification is automatically logged on ChannelEngine, indicating the cause of the error. If you receive an error message similar to the example below, it is likely due to country or state restrictions set in your store view settings.

Click View order at the bottom of the notification to open the relevant order. Make a note of the order address, especially the country code, as you can use this to check against the country or state restrictions on your store view settings. 

Enable/disable countries per store view

Follow the steps below to enable/disable countries per Adobe Commerce store view. For more information, check out the Store details - country options article in the Adobe Commerce help center. 

1. In the Admin sidebar on Adobe Commerce, go to Stores, Settings, Configuration.
2. In the left panel under General, select General.
3. Expand the Country options section.
4. In the Allow countries list, select each country from which you accept orders for this specific store view. If you have only one store view, you can leave Use system value enabled, but be sure that the system values also allow the countries you want to accept orders from.
5. In the Zip/Postal code is optional for list, select each country where your fulfillment solution requires a ZIP or postal code to be included as part of the street address. Zip and postal codes are often included in orders coming from ChannelEngine; the Region/State, however, is not included. 
6. When you have selected all the countries you wish to enable sales from, click Save config at the bottom of the page.

Enable/disable states per store view

Follow the steps below to enable/disable states per Adobe Commerce store view. For more information, you can view the Adobe Commerce documentation in the Adobe Commerce help center article Store details - state options. 

1. In the Admin sidebar, go to Stores, Settings, Configuration.
2. Under General in the left panel, select General.
3. Expand the State options section and complete the following steps:
   • In the State is required for list, select each country where Region/State is a required entry.
   • Set the Allow to choose state if it is optional for country field to one of the following:

     Yes	In countries where the state field is not required, includes the State field as an optional entry.
     No	In countries where the state field is not required, omits the State field.

4. When done, click Save config.

Shipping method countries

For more information, check out the Set the country options for specific delivery method section in the article Store details in Adobe Commerce's help center.

1. In the Admin sidebar, go to Stores, Settings, Configuration, Sales, Shipping methods.
2. Depending on the type of shipping method you use (most sellers use Flat Rate), choose the correct option from the menu.
3. Expand the Shipping method section.
4. In the Ship to applicable countries section, make sure that All allowed countries is selected if you have already verified that these are correct. Otherwise, you can also uncheck Use system value and select the countries you wish to allow orders from in the Ship to specific countries section.
5. When done, click Save config.

Products from all store views are imported into ChannelEngine 

When activating the Adobe Commerce Lite plugin, you are usually prompted to select a specific Adobe Commerce store view. Normally, only the products associated with that selected store view should be imported into ChannelEngine. However, due to an ongoing bug in Adobe Commerce, all active products are included in the import, regardless of the selected store view.

Unfortunately, there is no current workaround available for this bug, and Adobe Commerce is actively handling the issue. For further information, you can refer to Adobe Commerce's list of issues on their Github repository.

Common integration issues

Issues installing the integration

For stores in production mode (the default mode if your online store is currently allowing sales), you may experience the issue in which files are not up-to-date when installing our extension. If this is the case, a notification is displayed.

This issue can usually be resolved by running the command bin/magento setup:di:compile via a command prompt. More information can be found in Adobe Commerce's developer documentation. 
Stores running in development mode do not experience this issue, as all caches and temporary files are be disabled.

Issues when trying to activate the extension when using Byte

If Byte (Hypernode) is your host, check that the Adobe Commerce API endpoints are enabled. These endpoints are disabled by default, preventing ChannelEngine from accessing Adobe Commerce API and exchanging the necessary authentication tokens.

Issues when trying to activate the extension (401/403 error)

Be sure to allow access to ChannelEngine's IP addresses in your firewall or API allowlist.

Issues when trying to activate the integration when using an Apache + PHP-FPM configured server (authentication header is stripped)

This issue can occur when Apache strips the required authentication header from the request. This is a known issue that Adobe Commerce may address in a future update, but in the meantime, a workaround can be found on Github. This issue can also occur on other types of servers, such as Nginx, if HTTP basic authentication support is not set up.

After updating to version 2.4.3 or higher, synchronization between ChannelEngine and Adobe Commerce fails

Updating to the latest version of Adobe Commerce requires a ChannelEngine to enable support for SHA-2 in your ChannelEngine tenant. After this is enabled, it is necessary to re-authorize the connection and complete authentication again. More information can be found in the Adobe Commerce Lite: integration guide. 

Adobe Commerce has been switched off because of a nonce error

ChannelEngine establishes the connection between your online store and Adobe Commerce using the internal API. This connection is authenticated via OAuth, ensuring security by verifying the connection with a unique random string of numbers known as a 'nonce.' This prevents outdated connections or unauthorized third parties from gaining access during attacks or data interception.

To maintain the security of the authentication protocol, each API request requires a unique nonce in combination with a timestamp. However, in certain scenarios, the nonce might be reused when making API calls to Adobe Commerce. This issue can arise due to specific server configurations, especially those involving redirects, leading to errors and failed tasks.

When this error occurs on Adobe Commerce, ChannelEngine automatically disables the integration and displays an error message. Usually, re-enabling the integration resolves the problem. However, if this issue occurs frequently, it is advisable to contact your server administrator. It is likely that changes need to be made to the configuration of your web server to resolve the problem.

For more information on resolving this issue, you can refer to the resource 401 Error. While the resource refers to Adobe Commerce 1.7, the principles remain applicable to Adobe Commerce.

Connecting multiple tenants to the same Adobe Commerce back-end

When two or more tenants are connected to the same Adobe Commerce store (e.g.: https://www.mystore.com/), the tokens from the most recently activated integration overwrite those of any previously activated integration. This causes plugins from the previous tenant to deactivate unless the new tokens are applied. E.g.:

1. In tenant A, you activate an Adobe Commerce Lite plugin with the store URL 'https://my-magento-backend'.
2. In tenant B, you activate a new Adobe Commerce Lite plugin connected to the same store URL. 
3. Tenant B overwrites the tokens used by tenants A, causing Tenant A’s plugin to deactivate.
4. To resolve this, copy the Adobe Commerce Lite plugin tokens from Tenant B to Tenant A and reactivate the plugin in Tenant A.