Basic Troubleshooting


  • 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 next page shows an error message, eg:

"Can't connect to Magento API at ..."

The usual reasons for this error are these:

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: Connection timed out

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

To resolve, 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 viceversa. 

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 expiration date and chain issues. 

"Access token is incorrect ..."

The usual reason for this error is:

1. The Magento "Integration" has been reset

From within your Magento administration page select "SYSTEM > Extensions > Integration" from the menu.

DO NOT CLICK "Reauthorize"

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

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

To update the access token you need to visit your Omnivore account and login with your email address and password, if you don't know your password use the "Forget password?" link.

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 then update the 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 click the "update" button).

Connection Ok but Import Failing

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.