When something looks wrong

Check this first

Several unrelated things broke at once

What you see. The import stops working and the configurator stops loading, at roughly the same time, with error messages that each point at a different part of your own configuration.

What it usually is. An expired pCon package. The import and the configurator both die when the licence lapses, and neither failure says so. You can spend a long day debugging settings that were never wrong.

What to do. Check the licence before you debug anything else. If two unrelated things broke together, a shared dependency failed, and this is the shared dependency.

The import

Articles import with no properties, but the price and the image are fine

What you see. Products arrive with the article number as the title and an empty specification, while the price is correct and the render looks perfect. Nothing errored.

What it usually is. The language. The import tries a chain of languages in order, and it does not fall back field by field: if the manufacturer does not ship the language you asked for, you get no texts at all rather than partial ones. Price and geometry are language independent, which is why they still look right and why this does not read as a language problem.

What to do. Confirm which languages that manufacturer actually publishes, and make sure the chain contains one of them. Then re-import. Check this on two articles before importing a catalogue, not after.

Some articles were not imported

What you see. Fewer products than articles you ticked.

What it usually is. The manufacturer marked those articles as not orderable, and they are skipped on purpose. The reason is in the error list of the import run rather than hidden.

What to do. Read the list. If an article you need is there, that is a conversation with the manufacturer and not something a setting fixes.

Everything imports but every price is zero

What you see. A working import, plausible looking articles, and a price of zero on all of them.

What it usually is. The request is running without your own configurator instance and has fallen back to a demonstration one, which serves demo data at zero. It is doing exactly what it should; it just is not yours.

What to do. Check that your instance is set in the portal and that the shop is actually sending it. If you just changed it, the shop may still be holding the previous value briefly.

Re-importing keeps adding images

What you see. More images than you expect after a few imports.

What it usually is. Not the import. It replaces the gallery rather than appending to it, and it stores one copy when the article image and the render are the same file. If images are piling up, something else in your shop is adding them.

The configurator

The configurator does not load on one domain but works on another

What you see. It works on your live site and not on staging, or the other way round. No useful error.

What it usually is. That domain is not on the whitelist at EasternGraphics. There are no wildcards, so every subdomain is its own entry, and a refusal does not announce itself as a licensing problem.

What to do. Check the real list in the portal, which reads it back from EasternGraphics rather than from our copy of it. If the domain is missing, that is a request to them and it takes as long as it takes.

The shop is in one language and the configurator in another

What you see. Dutch page, English configurator. Or buttons in one language and material names in another, inside the configurator itself.

What it usually is. Two different settings. The import follows the language chain on our side; the configurator follows the page. And inside the configurator, the interface language and the product data language are separate: one sets the buttons, the other sets the manufacturer's property and material names.

What to do. Set both in the connection profile in the portal rather than in the adapter, so one shop has one answer.

A single product opens the wrong configurator

What you see. Every product is fine except one, which ignores your central settings.

What it usually is. That product has a manual configurator address set on it, which is an override and therefore wins. It was probably set deliberately, a while ago, by someone solving a different problem.

What to do. Clear the override and let the page compose the address, unless you can remember why it was set.

Add to cart

The configurator has no add to cart button

What you see. The configurator loads and configures normally, and there is no button to put the result in the cart. The quantity field is missing too, while every other control is there.

What it usually is. Your instance is a lead instance rather than a shop instance. That is a property of the instance at EasternGraphics, not a setting in your shop, and it cannot be switched per product or per page.

What to do. Open Configurator in your portal: it reads from EasternGraphics which of the two you have. If it says lead and you want to sell online, ask them to switch the instance over. There is nothing to configure on your side.

Add to cart stopped working and nothing else did

What you see. The configurator loads, configures, prices and renders perfectly. Pressing add to cart does nothing useful.

What it usually is. The tax country setting. Set it to something the catalogue does not expect and the basket cannot be built at all, which only shows up at the moment a basket is needed. Everything upstream of that moment keeps working, which is why this can sit unnoticed for weeks.

What to do. Check the tax country in the connection profile first, before looking at the webhook, the cart or the theme.

A configured item is refused with a price error

What you see. The item does not reach the cart, and the shop logs a refused price.

What it usually is. Verified prices are required and the price did not arrive with a valid signature. That is the check doing its job.

What to do. Confirm with EasternGraphics that your instance sends signed prices. Switching the requirement off makes the symptom go away and removes the protection that stops a ten thousand euro desk being added for one euro, so switch it off only to confirm the diagnosis, and then put it back.

A big configuration is refused as too large

What you see. Small configurations reach the cart and a big one does not. A desk with a screen, a cable tray and a handful of accessories is refused, and the shop asks the customer to get in touch so you can finish the order for them.

What it usually is. PHP limits how many fields it accepts in one form post. The setting is max_input_vars and it defaults to 1000, while a configuration sends roughly fifty fields per article. The ceiling therefore lands at about twenty articles. PHP does not warn about this: it silently drops everything past the limit, which is why the refusal exists. Without it the order would be cheaper than the configuration the customer built.

What to do. Raise max_input_vars to 5000 on the shop, and raise post_max_size with it. Both are hosting settings and not plugin settings, so your host or your agency changes them. Check the result from a real page on the shop rather than from the hosting panel alone: on shared hosting several sites can run in one PHP pool, and then the value that counts may come from a neighbouring site.

The reopen link no longer works

What it usually is. It expired. The link is valid for 24 hours by design, so a customer can finish a session and an old link in an old email cannot become a route back into a stale price.

The ERP side

The basket opens empty of customer data

What you see. The configurator opens, but the customer and the addresses are not filled in.

What it usually is. The quotation had no customer on it when the panel was opened. The data travels at the moment of opening, so a quotation that was still blank hands over nothing.

What to do. Set the customer first, then open. Closing and reopening picks the data up.

Reopening produced a second set of lines

What it usually is. Not the integration. Reopening replaces the lines that came from the configurator and leaves your own manually added lines alone. If you have two sets, the second set was probably added manually, or the first set was edited until it was no longer recognisable as configurator output.

One salesperson cannot configure while others can

What it usually is. Seats. The basket licence is per named user and refuses anonymous sessions, so the number of seats is the number of people who can configure at the same time. This surfaces as one person being locked out rather than as an error about licensing.

Updates

The WordPress update button errors out

What it usually is. A stale download address, not a broken channel. The address is time-limited, and a site that has not checked for a while can be holding an expired one.

What to do. Check for updates once, then install.

Odoo says there is no release yet

What it means. Exactly what it says, and it is not the same as being up to date. The channel works and the subscription runs; nothing has been published for that platform yet. The message distinguishes the two deliberately, because treating them as the same thing hides a real problem.

Odoo says there is no active subscription

What it means. The ERP subscription is not running. New versions stop; the installation keeps working. If you believe it should be running, that is a billing question rather than a technical one.

Platform quirks

A Magento change appears to have done nothing

What it usually is. Compiled code. Magento generates dependency injection and other code ahead of time and will keep running the old version without saying so. This is ordinary Magento behaviour, and it catches everyone at least once.

What to do. Clear generated code and flush the caches, then look again. Do this before concluding anything else about a Magento change.

The configurator appears in the wrong place on the product page

What it usually is. The theme. WooCommerce themes hook the product page differently, which is why placement is a setting with a priority next to it rather than a fixed position.

What to do. Try the other placements first, then the priority. If the theme keeps winning, set placement to manual and put the shortcode exactly where you want it.

A key is refused although it is correct

What it usually is. The key is bound to the site it was issued for, and it is being used from another one. A request that reports no site at all is refused too, otherwise leaving the field out would be the way around the rule.

What to do. Issue a key per environment. Staging environments are free when registered, so there is no reason to share one.