Woosage50 Basic Troubleshooting

Woosage50 Basic Troubleshooting

If you are having problems with Woosage50 you should carry out basic troubleshooting before raising a support ticket, and the following will help you identify the issue and how to resolve it.

Checking the Logs

If issue arise with Woosage50 the first step is to check the the logs for errors or warnings at WooCommerce>Woosage50>Logs.  You should have received an email notification with a summary of the issue(s), but the detailed of the offending item (order, product etc) will be in the Logs, which may also contain a link to an article (ensure the Help checkbox is ticked in the Columns list above the main table)

If the message does not clearly identify the cause of the problem, tick the Exception checkbox in the  Columns list above the main table.
The following Columns may also help identify the offending item, so ensure the checkboxes are ticked.
  1. Object - The item causing the issue, which can be an order, line item or product
  2. Parent - the variable product if the object is a product variation
The Search field can be used to search for keywords or items, such as order, product, stock, or a SKU code, such as ABC-123 to identify the cause of an error.

Checking the WooCommerce Logs

If there are no errors in the Woosage50 Logs check the WooCommerce logs, as any critical errors may prevent processing. This is done as follows:
  1. Go to WooCommerce>Status>Logs
  2. Scroll down list or use the search field search for fatal-errors
  3. If any recent fatal-errors (tagged as critical in the log) are found report them to your website administrator or developer.
  4. If Woosage issue persists after resolution of fatal errors follow the suggestion i the following sections
Warning
Important!   Fatal errors must be resolved before contacting Woosage Support

Order(s) not Importing to Sage

The cause of one or more orders may be evident from the log, but if there are no order-specific log errors then check for the following.
  1. Is the Order Processing Cycle Running - if it is paused or outside the schedule time then unpause it or use Run Now.
  2. Sage connection issue - if there is an issue with the remote service connecting to Sage this will prevent order being imported. Use the Logs search facility to search for "Sage". The common causes of a Sage connection issue are.
    1. Sage update- ensure Woosage50>Settings>Sage>Sage version shows version you have updated to.
    2. Sage data path - the path to the ACCDATA folder has changed. Check Woosage50>Settings>Sage>Sage data path match that in Sage>Help>About>Data Directory on the remote Woosage device
    3. Woosage user logged on - this may happen if Sage stops while Woosage is connected. Log on to Sage as Manager and force the Woosage user off
  3. Remote service disconnected - If the Remote Service shows Disconnected in the Woosage status header check the following.
    1. Is the remote Woosage device switched on? The remote Woosage device must be powered on for Woosage50 to run.
    2. Has the Woosage50Service Windows Service stopped? Open Windows Services and find Woosage50Service and select. if it is showing Start in the left column then it has stopped. Contact Support for assistance. Don't just restart the service unless you are sure that it has stopped as Woosage may be connected to Sage.

Products/Stock Not Updating

The cause of one or more products or the stock quantities not updating may be evident from the log, but if there are no product/stock-specific log errors then check for the following.
  1. All stock not being updated - check that the Orders processing cycle is running
  2. Single stock quantity or product not updating - check the following.
    1. Publish to Web is checked on the Web tab of the Sage product record and that Manage Stock is checked for the product in WooCommerce.
    2. Check the Product Log (see below) to see if Woosage has been updating it or if manual changes have been made.
    3. Check the Sage Data section of the website Product to see when it was last updated by Woosage
  3. All Products not being updated - check that the Products processing cycle is running

Product Logs

Individual product on the website have a Product Log section that lists all the log entries related to a product, along with any manual changes that are applied. To view this Debug must be enabled in Woosage50>Settings>Advanced.

If you are still unable to resolve the issue, raise a ticket by emailing support@woosage.com 

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