Troubleshooting

Overview There may be times when you need to remove Two-Factor Authentication (2FA), also called Multi-Factor Authentication (MFA), from a user’s account. This might be necessary if the user has lost access to their authenticator app, changed devices, or needs to reset their 2FA setup. Follow the steps below to safely unenroll a user from […]

Overview Sometimes customers may forget their login details or need help accessing their webstore account. In such cases, you can quickly send them a password reset link directly from the Customers section. This feature automatically triggers an email prompting the customer to set up a new password securely. Steps to Send a Password Reset Link Access […]

Overview While trying to recreate a deleted category or creating a new one, you may encounter an error message “custom page route already exists” in the webstore. This happens even if the category was previously deleted from both B2B and B2C sides. Root Cause The error occurs because the system does not allow two entities […]

Overview If you notice that the “Add to Cart” button is missing on certain products, check whether those items are priced at $0. By default, zero-priced products on B2C sites will not display the Add to Cart button. If you would like customers to be able to add zero-priced items to their cart (for example, […]

Sometimes, issues on a webstore are caused by cached data, cookies, or browser extensions. Trying the site in Incognito (or Private Browsing) mode is a quick way to check if the problem is related to your browser’s stored data. Why this helps: Bypasses cached files: Loads a fresh copy of the site. Disables most extensions: […]

If you use Cloudflare with your commercebuild site, you may experience SSL certificate renewal failures that can cause your site to become inaccessible. This happens when Cloudflare’s security features block our SSL certificate provider (Let’s Encrypt) from verifying domain ownership. Our system automatically renews SSL certificates every 3 months. During renewal, Let’s Encrypt needs to […]

Issue Summary: If a user group or customer is unable to edit product quantities in their shopping cart, the issue is usually 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 […]

Overview When an order fails to post from your web store to the ERP, the system usually provides an error message. These errors can come from configuration issues, data mismatches, or ERP-side restrictions. This article outlines the most common error messages you might see, explains what they mean, and provides practical steps to resolve them, […]

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 Test the Sync 2 connection TCP/IP SQL Browser Service Check Port Connections Windows Events Viewer Sync Agent Logs IP Allowlist […]