TABLE OF CONTENTS

Basic Troubleshooting

Prerequisites:

  • You have installed the extension
  • The Omnivore item appears in the menu bar
  • The page contains the button Connect To Omnivore, but when you do that the Create Omnivore Account screen shows an error.  One example error shown here:


Potential Errors


 Can't Connect to Magento API at ...


The usual reasons for this error are discussed below.  You may see an error like this:


Omnivore cannot connect to your Magento 2 accountCannot connect to your system, the error is: Connection timed out (Connection timed out), since 18 Jan 2024, 3d 5h ago, checked 5h 36m ago Find out more 


1. A firewall is blocking access to the Magento server


Your server might have configured a firewall or some other IP based filtering. If this the case you'll likely see an error stating any of the following:


java.lang.RuntimeException: Remote error: java.net.ConnectException: Connection timed out

java.lang.RuntimeException: Remote error: java.net.ConnectException: Connection refused (Connection refused)


To resolve this, please whitelist the IPs of our Production servers:  see here for a full list of Omnivore IP Addresses

The above errors might also occur if the protocol (HTTP or HTTPS) is wrong, for instance, your server can only do http but the endpoint is entered as https, or vice versa. 


We also recommend reaching out to your hosting team and developers for a more in-depth investigation into these aspects. They will be better positioned to pinpoint and address any potential configurations or settings causing the intermittent outages occurring on your account.


2. Invalid SSL certificate


If the endpoint is secure, ie uses https, make sure your SSL certificate is valid. A self-signed certificate is usually not enough.

An easy method to check the SSL certificate is to use the Qualys SSL Server Test

Pay attention to the expiration date and chain issues. 



Access token is incorrect ...


The usual reason for this error is: The Magento "Integration" has been reset.  From within your Magento administration page select SYSTEM - Extensions - Integration" from the menu.


You should see one of the integrations created for you when you installed or updated the plugin.

  1. CityBeach Integration
  2. CityBeach
  3. CatchFeeder
  4. TradeRunner

If the Activate Column has 'Reauthorise' DO NOT CLICK 'Reauthorize'.  

If the Activate column has 'Activate' then click it followed by 'Allow'.

From the list open 'CityBeach Integration' by clicking on the information icon (i). If you haven't got that integration choose another name from the above list to open. 



Once you can see the 'View CityBeach Integration' Integration page scroll down until you see 'Access Token'. Copy the value and keep it for later.

This access token should match what you saw after the error message. If it does not match, you will need to update the access token. You will need to visit your Omnivore account and log in with your email address and password, if you don't know your password use the "Forget password?" link. 

Omnivore

If you do not access Omnivore directly via a log in URL as per the above method you will need to put a ticket in to Support with your account name, issue and the access token you got from Magento so we can access your Omnivore account and update it for you.


Once logged in open the menu and go to Settings - Magento 2 Feed - General. 

On this page, you can set the new value for the access token and then click Update Settings. 

The Test Connection button can also be used to check the connection is working (but only after you have changed the access token and clicked the update button).


Access token incorrect more info


Omnivore normally works with the upgrade to Magento 2.4.4 however we occasionally see a problem with 'Allow OAuth Access Tokens to be used as standalone Bearer tokens'.  In new installations of Magento 2.4.4 this is disabled now by default.


If you have completed an upgrade to Magento 2.4.4 can you please login to Magento then go to Store - Configuration - Services - OAuth.

Please confirm that 'Allow OAuth Access Tokens to be used as standalone Bearer tokens' is set to 'Yes'.


Once done you may need to send us the new access token so we can update it in Omnivore on the Settings - Magento 2 - General page.

If you access Omnivore via a direct URL and you can log in directly to your Omnivore account using a username and password you can add the access token manually yourself.


Connection ok but Product Import Failing


In Omnivore double-check that the following settings are correct in Settings - Magento 2 Feed - General:

  • Store > Order Store ID
  • Store > Store ID
  • Store > Store Code



If you are still stuck, please contact us with a full description and screenshots if possible of any errors, etc.

The screenshot should include the URL visible in the address bar and as much from the page as practical.