Troubleshooting

This guide helps you diagnose and resolve common issues with the Innosend Magento 2 integration.

Quick Diagnostics

Module Status Check

Verify all modules are installed and enabled:

php bin/magento module:status | grep Innosend

Expected output:

Innosend_Integration
Innosend_PickupPoints
Innosend_OrderConnector

API Connection Test

Test your API connection via URL:

GET https://your-store.com/innosend/api/ping

Or via admin: Stores → Configuration → Innosend → API Configuration → Test API Token Connection

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Common Issues

Installation Issues

Modules Not Found After Composer Require

Symptoms: - composer require innosend/magento2 fails - Package not found errors

Solutions:

1. Verify repository is configured:

   composer config --list | grep packagist
   

2. Re-add the repository if missing:

   composer config repositories.private-packagist composer https://repo.packagist.com/falconmedia/innosend/
   

3. Verify authentication:

   composer config --global --list | grep http-basic
   

4. Clear Composer cache:

   composer clear-cache
   composer update innosend/magento2
   

Setup Upgrade Fails

Symptoms: - Database errors during setup:upgrade - Schema update failures

Solutions:

1. Check database permissions
2. Run in verbose mode:

   php bin/magento setup:upgrade -vvv
   

3. Check var/log/system.log for details

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API Connection Issues

Test API Token Connection Fails

Symptoms: - "Test API Token Connection" button returns error - API requests timeout or return 401/404

Possible Causes & Solutions:

Cause	Solution
Invalid or expired token	Generate a new token in Dashboard → Settings → API Keys
Wrong mode	Check that Mode matches the token environment (Test/Live)
Token has leading/trailing spaces	Clear the field, re-enter, and save
Wrong endpoint URL	Confirm endpoint URLs match the selected mode
Firewall blocking	Ensure server can reach api.innosend.eu
SSL issues	Verify SSL certificates are valid
Timeout	Increase Request Timeout setting

Debug Steps:

1. Test the token manually:

   curl -H "Authorization: Bearer YOUR_TOKEN" \
        "https://api.innosend.eu/v1/pickup-point/courier"
   

2. Check Magento logs:

   tail -f var/log/system.log | grep -i innosend
   

API Returns 401 Unauthorized

Solutions:

1. Generate a new API Token in the Innosend Dashboard
2. Clear configuration cache:

   php bin/magento cache:clean config
   

3. Re-enter the token in admin and save

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Pickup Points Issues

Pickup Points Not Visible in Checkout

Symptoms: - Shipping method doesn't appear - No pickup points load

Checklist:

• Innosend_PickupPoints module is enabled
• Pickup Points enabled in configuration
• Shipping method enabled and configured
• Shipping address country is in allowed countries
• API Token is configured and valid
• Frontend cache is cleared

Solutions:

1. Enable the shipping method:
2. Go to Stores → Configuration → Sales → Shipping Methods

3. Enable Innosend Pickup Points

4. Clear frontend cache:

   php bin/magento cache:flush full_page
   php bin/magento cache:flush block_html
   

5. Deploy static content:

   php bin/magento setup:static-content:deploy -f
   

Pickup Points Not Loading (JavaScript Errors)

Symptoms: - Modal opens but no pickup points appear - Console shows JavaScript errors

Solutions:

1. Check browser console for errors
2. Verify JavaScript is compiled:

   php bin/magento setup:static-content:deploy -f
   

3. Clear browser cache
4. Check for JavaScript conflicts with other modules

Map Not Displaying

Symptoms: - List view works but map is blank - Map shows error

For OpenStreetMap:

1. Verify internet connection (map tiles are external)
2. Check CSP (Content Security Policy) allows tile servers
3. Check browser console for blocked requests

For Google Maps:

1. Verify API Key is correct
2. Verify Map ID is created and entered
3. Check Google Cloud Console for API errors
4. Ensure Maps JavaScript API is enabled
5. Verify API key restrictions allow your domain

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Order Sync Issues

Orders Not Syncing

Symptoms: - Orders don't appear in Innosend Dashboard - No sync errors in logs

Checklist:

• Order Sync is enabled
• Automatic Sync is enabled
• API Token is valid and Test API Token Connection succeeds

Solutions:

1. Verify configuration:
2. Stores → Configuration → Innosend → Order Synchronization

3. Enable all sync options

4. Check cron is running:

   php bin/magento cron:run --group=default
   

5. Manually trigger sync (via cron):

   php bin/magento cron:run --group=innosend
   

Sync Fails with Error

Symptoms: - Orders fail to sync - Error messages in logs

Common Errors:

Error	Solution
Invalid order data	Check order has complete address
API rate limit exceeded	Reduce sync frequency
Connection timeout	Increase timeout setting
Authentication failed	Verify API credentials

Debug Steps:

1. Check detailed logs:

   grep -i "innosend" var/log/system.log | tail -50
   grep -i "innosend" var/log/exception.log | tail -50
   

2. Test with a simple order (minimal products, standard address)

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Cache Issues

Changes Not Appearing

Symptoms: - Configuration changes don't take effect - Old data still showing

Solution - Clear All Caches:

php bin/magento cache:flush
php bin/magento cache:clean

Or via admin: System → Cache Management → Flush Cache Storage

For Static Content:

rm -rf pub/static/frontend/*
rm -rf var/view_preprocessed/*
php bin/magento setup:static-content:deploy -f

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Log Files

Important Log Locations

Log	Location	Content
System Log	var/log/system.log	General Innosend messages
Exception Log	var/log/exception.log	PHP errors and exceptions
Debug Log	var/log/debug.log	Detailed debug information

Enabling Debug Mode

For more detailed logging:

php bin/magento deploy:mode:set developer

Or add to app/etc/env.php:

'system' => [
    'default' => [
        'dev' => [
            'debug' => true
        ]
    ]
]

Useful Log Commands

# Watch Innosend logs in real-time
tail -f var/log/system.log | grep -i innosend

# Search for errors
grep -i "error\|exception" var/log/system.log | grep -i innosend

# Last 100 Innosend entries
grep -i innosend var/log/system.log | tail -100

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Support Information

Before Contacting Support

Gather this information:

1. Module versions:

   composer show | grep innosend
   

2. Magento version:

   php bin/magento --version
   

3. PHP version:

   php -v
   

4. Recent log entries:

   grep -i innosend var/log/system.log | tail -50 > innosend-logs.txt
   

5. Configuration export (without credentials):

6. Screenshot of configuration pages

Contact Support

• Email: support@innosend.eu
• Dashboard: dashboard.innosend.eu

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FAQ

General Questions

Q: Can I use the module with multiple stores? A: Yes, all settings support Magento's multi-store architecture. Configure per website or store view.

Q: Does the module work with custom checkout extensions? A: The module is compatible with standard Magento checkout. For Hyvä Checkout, install innosend/magento2-checkout-hyva. Other custom checkouts may require additional customization.

Q: How often are pickup points updated? A: Pickup points are fetched in real-time from the Innosend API when a customer views the checkout.

Technical Questions

Q: Where is pickup point data stored? A: Pickup point data is stored in custom database tables and linked to quotes and orders via extension attributes.

Q: Can I customize the pickup point modal? A: Yes, the templates can be overridden in your theme. See the Developer Guide.

Q: How do I disable the map and show only the list? A: Set "Show Map" to "No" in the Pickup Points configuration.

Billing Questions

Q: Is API usage metered? A: Contact Innosend for details about your API plan and usage limits.

Q: Can I test without affecting my production account? A: Yes, use "Test" mode. Create a test API Token in the Innosend Dashboard under Settings → API Keys.