Ecommerce Channel Alerts - Magento

The ecommerce channel alerts report helps you see when processes performed as part of your integrations have or haven't completed successfully.

The Ecommerce Channel Alerts inform you of anything that has not successfully completed, such as an order not downloading or inventory not synchronising. The error message will usually provide enough information to resolve the issue.

Errors when synchronizing categories (Magento)

Here are some errors generated from the category synchronization. Each error can have multiple exception messages which tell you what the specific problem is. You can find out more about the specific error exceptions below.

  • Category <category name> (id. <category ID>) could not be added to Magento Store <store name>
  • Failed to modify categories <category name> due to the following error(s): <exception message>
  • There was an issue with the Magento API
  • Failure response from Magento. <exception message>
  • Failure response from Magento. <exception message>

Exception messages:

Click to read more:

Errors when updating products or inventory (Magento)

Here are some errors generated from editing product records or updates to inventory levels. Each error can have multiple exception messages which tell you what the specific problem is. You can find out more about the specific error exceptions below.

  • Failed to update inventory in Magento <store name>. <exception message>
  • Product <product name> has not been modified in Magento store <store name>, <exception message>
  • Product <product name> has not been created in Magento store <store name>, <exception message>
  • Product <product name> couldn't be updated in Magento, <exception message>
  • Product <product name> couldn't be added to Magento, <exception message>
  • Option value <option value name> not connected to Magento store <store name>. <exception message>
  • Product duplicate SKU has not been created in Magento store < store name>

Exception messages:

Click to read more:

 

Errors when downloading sales orders (Magento)

Here are some errors generated from the sales order download. Each error can have multiple exception messages which tell you what the specific problem is. You can find out more about the specific error exceptions below.

  • Unable to download Sales Orders from Magento
  • Unable to create a Sales Order within Brightpearl for the Magento Sales Order <Order number from Magento> as <exception message>
  • Unable to create a customer within Brightpearl for the Magento Sales Order <Order number from Magento> as <exception message>
  • Unable to create a Note against the Brightpearl Sales Order <Order number from Magento> as <exception message>
  • Unable to create a Sales Receipt against the Brightpearl Sales Order <Brightpearl Sales Order Number> as <exception message>
  • Unable to create a Discount Row within Brightpearl for the Sales Order <Brightpearl Order Number> for the Magento Sales Order <Order Number from Magento> as the nominal code <NOMINAL CODE> used for discounts is not valid
  • Unable to create a Shipping Row within Brightpearl for the Sales Order <Brightpearl Order Number> for the Magento Sales Order <Order Number from Magento> as the nominal code used <NOMINAL CODE> used for shipping is not valid
  • Failure response from Magento

Exception messages:

Click to read more:

FaultCode: 1 Fault Message: Default Product Listing "Sort by" does not exist in Available Product Listing "Sort By" list (MAGC-006)

This relates to the "sort by" settings on your categories in Magento. In your Magento Admin account go to Catalog > Manage Categories. Select the Root Category which you have chosen to synchronize your Brightpearl categories within (you can check the root category ID you are using on the store setup in Brightpearl). Once you have selected the category go to the Display Settings tab and mark the Use All Available Attributes checkbox for the Available Product Listing Sort By option. Save your changes.

 

FaultCode: 2 Fault Message: Access denied. (MAGC-006)

This means that Magento will not allow Brightpearl to connect. Check your Magento Role and User setup and ensure the correct details for the user are entered on the store setup in Brightpearl.

 

You need to connect tax code <tax code> (MAGC-029)

Every product in Brightpearl and Magento has a tax setting. You need to set up tax in both Brightpearl and Magento then connected.

 

You need to connect the brand <brand name>

Every product in Brightpearl has a Brand. These need to be connected to Attribute Options in Magento, under the "Manufacturer" Attribute.

 

You need to connect the product type <product type name> (MAGC-038)

Every product in Brightpearl has a Product Type. The comparable detail in Magento is an Attribute Set. You need to connect Product Types to the relevant Attribute Sets.

 

Continuing to create/modify product <product name>

When you are linking product variants you are using Option Values (e.g.. colors, sizes...). These need to be connected to the relevant Attribute Option in Magento.

 

Did not receive a successful response from Magento for account/api/v2_soap. Check Logs. (CMNU-003)

Magento has received the messages but has rejected them. This might be due to restricted access or it might be restricted characters being sent from Brightpearl.

Check that your Role and User in Magento are set up correctly and that the user details are entered on the store setup in Brightpearl.

Check your product name and descriptions don't contain any special characters.

 

The Brightpearl API has encountered an unexpected error

The download will be re-attempted in 7 1/2 minutes. Or you can manually request the download from the recent sales list.

 

A downstream service returned an unsupported response to an HTTP request (CMNU-023)

The download will be re-attempted in 7 1/2 minutes. Or you can manually request the download from the recent sales list.

 

SAXException occurred when posting message to Magento account/api/v2_soap. Please check logs for further details. (CMNU-003)

The download will be re-attempted in 7 1/2 minutes. Or you can manually request the download from the recent sales list.

 

FaultCode: 0 Fault Message: SOAP extension is not loaded. (MAGC-006)

This indicates that SOAP was probably installed but not enabled for your Magento site. Contact your hosting provider or the person who installed your Magento system and ask them to enable or check the configuration of the SOAP extension.

 

FaultCode: 1 Fault Message: The value of attribute "SKU" must be unique. (MAGC-006)

You must use unique SKUs when connecting to Magento. This message indicates that you are attempting to upload a product to Magento that has the same SKU as a product that already exists in Magento. Edit the SKU and reattempt the upload/connection.

 

FaultCode: 1 Fault Message: SQLSTATE [XXXX]: Serialization failure: 1213 Dealock found when trying to get lock; try restarting transaction (MAGC-006)

This is typically because the Magento store is locked up and busy doing something else and so won’t accept the request for inventory update. Sometimes because there is not enough power on the Magento store. The Magento server may need increased capacity.

 

FaultCode: 2 Fault Message: Access denied. (MAGC-006)

This means that Magento will not allow Brightpearl to connect. Check your Magento Role and User setup and ensure the correct details for the user are entered on the store setup in Brightpearl.

 

FaultCode: 101 Fault Message: Product not exists. (MAGC-006)

A product update message has been sent from Brightpearl (either a product record amendment or an inventory level update) for a product which does not exist in Magento. The product may have been deleted in Magento. However, Brightpearl believes the product to be connected. You must therefore first disconnect the product and then re-upload it to Magento by using the Manage Channels button on the product list.

 

This is a non-stock tracked product. (WHSC-097)

This message is received when the inventory level of a product in Brightpearl has changed and the update has been submitted to Magento. However, the product in Magento is set to a non-stock tracked product and therefore does not have an inventory level. You will need to update the product in Magento to "Yes" manage inventory.

 

No country found in Brightpearl for country code: <country code> (MAGB-012)

When orders are downloaded the first thing to be created in Brightpearl is the customer record, the order is generated again it. This error means that the customer record could not be created because the country does not exist in Brightpearl. Therefore the order could not be created. You will need to check the order in Magento to find the countries entered on the address and then create those countries in Brightpearl, go to Settings > Localization > Countries.

 

Contact not a customer with contact Id: <ID#> (ORDC-020)

This indicates that the order attempting to be downloaded has the same email address as a contact in Brightpearl which is not a customer, such as a staff member. The Brightpearl contact ID is provided.

 

Not a primary contact (ACCC-021)

Payments can only be downloaded against the primary contact. If you have multiple customers for the same company name they will be linked as colleagues and only one of them can be the primary contact. If the name on the order is not the primary contact the payment will not download. If the contacts should not be linked you can unlink them by changing the company names so they are different. Then you can delete the order – this will cause it to re-download successfully with the payment.

If they are supposed to be linked you will have to manually enter the payment into Brightpearl.

 

Resource already linked (INTC-006)

When a customer is created via a Magento download it is stamped with the Magento contact ID within the database. This message indicates that the integration is attempting to connect a Magento customer to a Brightpearl customer which is already linked. Check whether the Magento customer has a duplicated email address.

 

Magento customer with email address <email address> exists as a supplier within Brightpearl

It is not possible for customers, suppliers or staff members to have the same email address in Brightpearl. If a customer places an order through Magento but a supplier record already exists in Brightpearl with the same email address they order will not download. You will need to edit the email address on the Brightpearl supplier. The order will download on the next call for orders.

 

IOException occurred when posting message to Magento/api/v2_soap. Please check logs for further details. (CMNU-003)

Check that your Role and User in Magento will allow Brightpearl access.

 

Maximum attempts to communicate with Magento exceeded (MAGU-021)

If an update is not successful the first time, Brightpearl will re-attempt. This message indicates that after several attempts it still failed and the message must be sent again.

If there are additional details with the message attempt to fix any issues and then re-attempt the action.

If you are unable to access your Magento dashboard this could indicate issues with your Magento hosting provider blocking the API. To prevent this ensure that the Brightpearl IP address is added to the white list. In order to find out which IP addresses you should white list, please contact support@brightpearl.com.

 

Invalid bank account supplied (ACCC-045)

This is likely due to a PayPal bank account not being chosen. All payments are posted to the bank account nominal code chosen on the store set up in Brightpearl, except PayPal payments. We are able to identify which paymants were processed via PayPal, so we'll post these to the PayPal nominal code chosen in Brightpearl at Settings > Brightpearl Apps > PayPal.