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Errors seen when posting orders

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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

This error indicates that the customer’s account is currently inactive in the ERP. The solution is to reactivate the customer and resend the order.

 

 

Order: EXCEPTION: No Pool: {POOL NAME}

This typically means that the web service/pool within the ERP needs to be restarted. Or in rare instances, it might be that there is a firewall or user login details that have changed.

For Sage X3, this guide might be useful: https://www.netatwork.com/newsletter/sage-x3-newsletter-q3-2019/refreshing-web-services-in-sage-x3/

 

Insert Order: O/E Options. Record has been modified by another program.

The error “Record has been modified by another program” comes from the ERP and is indicative of some concurrent operations going in on Sage when the webstore was trying to post the orders.

The order usually processes automatically on its own after some time, but if you need to, you can attempt to send it through to the ERP again from the webstore admin.

 

Access to this Product unauthorized (Not usable)

The error “Access to this Product unauthorized” usually means that the product has been marked unavailable in the ERP. If you need to push the order through, you can briefly mark it as “active”.

 

The request channel timed out while waiting for a reply

This is usually indicative of a performance issue on the server side. You can increase the web services timeout in Sage X3 by way of the following:

  1. In Sage X3 go to: Administration > Servers > Hosts
  2. Modify the host record
  3. Modify the Return request timeout a higher number (this defaults to 30)

You can also try increasing the number of web service pools available.

 

OrderComments: EXCEPTION: nextLong

This is seen when the order comment exceeds the ERP’s character limitations. You can use this site to count the characters in the comment that was left.

We share an example JavaScript snippet that can be used to restrict the characters in the comments field at checkout in this article: https://support.commercebuild.com/article/restricting-characters-in-fields-at-checkout/

 

Error Incorrect Data, Unauthorized use will result in program failure

This is an indication that something is incorrect in the either the order billing/shipping address, in the order comments, or or in the PO field. It could be a unique character, or a misplaced comma for example.

 

Insert Order: Unknown country name or code (PUERTO RICO) PUERTO RICO is not a known country name or code.

This is usually a result of needing to add Puerto Rico as a state and country by following this guide: https://support.commercebuild.com/article/how-to-add-puerto-rico-as-a-shipping-destination/

If you have followed that guide and are still receiving the error, the next thing to check is whether the store is using Avalara for tax calculation. You would see it under “System → Avalara Tax”. If so, this is likely the source of the issue because Avatax only validates addresses in the USA and Canada.

In this instance we would recommend that you try temporarily disabling Address Validation in Avatax, and then adding it back after resending and processed the Puerto Rico order. Going forward, you might disable Puerto Rico as an available country so that future users select USA instead: /admin/mscharges/countries

 

Order [ITEM]: item number PROMO does not exist

The mapping for promo codes needs to be configured under /admin/mpromo/setting

 

X3 server is not allowed to ask the web service server to open a window

If you try to key in an order manually for this customer, there will likely be a popup in X3 that appears. That is likely the issue here, i.e. X3 has popup and asks the web service to open a window.

Need further assistance? Email support@commercebuild.com