Troubleshooting

Issue Summary: If a user group or customer is unable to edit product quantities in their shopping cart, the issue is often related to specific user group settings. This guide provides step-by-step instructions to resolve the issue. Root Cause: This issue mainly occurs due to the “Allowed to edit cart line” option being not enabled […]

If a Brand Page is displaying a 404 error or missing products, it may be due to the access permissions assigned to specific user groups in your web store. User groups, such as Site Administrators, Sales Representatives, or B2B users, have customized access to different categories and brands based on their group settings. Each user […]

You might occasionally see error details when the web store attempts to post orders to your ERP unsuccessfully. Some of these errors are detailed in this article. {Customer Number} : Inactive Order: EXCEPTION: No Pool: {POOL NAME} Insert Order: O/E Options. Record has been modified by another program. Access to this Product unauthorized (Not usable) […]

If your web store is experiencing connection issues with your ERP server there are a few troubleshooting steps that you can take. IP Allowlist Port Forwarding Firewall Settings commercebuild Agent service Test the SSH connection TCP/IP SQL Browser Service Check Port Connections Windows Events Viewer Sync Agent Logs IP Allowlist Ensure the IPs from the […]

To resolve this error, navigate to “System → Shipping Setup → ERP Shipping” /admin/mscharges/charges Please ensure that a selection is made for an active, non-stock item.

If you are attempting to add a new user to your web store and you receive the following error: Error Email is already in use. Please enter new one. Username has been taken. Please choose other names. This means that the email address or username is already in use on another web store account. Please […]

The notification “Product XYZ is no longer available and has been removed from the cart for user abc@myemail.com” occurs for the following reasons:   Stock Unavailability The item may have been in stock when it was added to the cart but while placing an order if the system detects that it is no longer in […]

If there is a price discrepancy on a Sage 300 web store, our team will request that you show the price for the item(s) in question through Order Entry in Sage 300. To provide us this information, open Sage 300, click Order Entry > O/E Transactions > Order Entry: Once in Order Entry, enter the […]

If a page or function on the web store is not displaying/behaving as expected, here are some general steps you can take to try to troubleshoot the issue. Check from a different browser There are times when a browser’s cache can affect the functionality of a site. A browser’s add-on extensions as well might interfere. […]

When we interact with Sage X3, we do so through the web services. Therefore, when you see the error X3 server is not allowed to ask the web service server to open a window — which we typically see when posting an order to X3 — this generally indicates that there is a popup in […]