Woosage50 Errors and Warnings
The following is a list of processing exceptions (errors and warnings) along with a more detailed explanations and suggestions on how to resolve them. In most cases the message in the log file will provide enough information to identify the cause of the error or warnings. However, in rare cases you may need to look at the exception detail, which can be viewed as follows:
- Goto Settings>Advanced
- Scroll down to Enable Debug and set toggle to Yes
- Click Save Settings
The Logs page will now show more detail in the Exception column.
Note: rather than scrolling down the list, specific error and warnings explanations can be accessed from the On this page section in the side-bar on the right.
Error 10001 - Failed to create sales order or invoice - can't connect to Sage
The order number specified in the message could not be imported to Sage because Woosage50 could not connect to Sage. If the order number is shown as [order_number] then this error has occured at the start of the order processing cycle and affects all orders. The exception detail may provided more information as to the reason.
This may be a temporary error caused by contention for Sage access, so if other orders are being processed by Woosage try changing the Export Status to Pending and Woosage will attempt to process the order on the next cycle. If the error reoccurs then it is likely to be a permanent error, which can be due to any of the following reasons:
- The Sage data has been moved or the data path has changed.
- RESOLUTION: amend the Sage data path in Woosage50 Settings>Sage
- The Woosage user is already logged in to Sage, which sometime happens if Sage crashes while Woosage50 is connected.
- RESOLUTION: Check the Sage user list and if the Woosage50 user (normally called woosage) is showing force it off. You will need to login to Sage as Manager to do this.
- Sage is in exclusive mode. When Sage is running certain processes, such as period end or back-up, it requires exclusive use of the Sage data and won't allow Woosage50 to connect.
- RESOLUTION: change the Export Status to Pending and Woosage will attempt to process the order on the next cycle.
- The Sage version has changed.
- RESOLUTION: amend the Sage version in Woosage50 Settings>Sage. Note. you may nee to update Woosage50 (see Updating Sage)
Error 10002 - Unable to create sales invoice/order as SKU was not found in Sage
The order number specified in the message has a line item with a SKU code that is not in Sage, so the order cannot be processed.
RESOLUTION: correct the SKU code in the product and change the Export Status of the order to Pending, so Woosage will process the order on the next cycle.
Error 10003 - Failed to create sales order or invoice - Critical error
Woosage has encountered an unrecognised exception that is preventing the order form being processed. The exception detail may provided more information as to the reason and you may need to raise a support ticket.
Error 10004 - Line item in order has missing SKU
The order number specified in the message has a line item that does not have a SKU, so the order cannot be imported to Sage.
RESOLUTION: add a valid SKU code to the product and change the Export Status of the order to Pending, so Woosage will process the order on the next cycle.
Error 10005 - Customer order notes truncated
The order number specified in the message contains customer notes longer than 60 characters and they have been truncated.
RESOLUTION: Check website order or new order email content for full customer note details.
Error 10006 - Website cannot be reached
The Woosage50 Service could not connect to the website. This may be a temporary issue and Woosage50 will try several times before failing.
RESOLUTION: Check the website and if unavailable contact your website administrator. If the website is available change the Export Status to Pending and Woosage will attempt to process the order on the next cycle.
Error 10007 - Stock not allocated to sales order
Woosage50 could not allocate stock to the order number specified in the message.
RESOLUTION: check the product on Sage to ensure there is available stock or that Allow Negative Stock is set in Sage>Company Preferences>Parameters (to allow backorders).
Error 10008 - Customer account could not be created in Sage - unable to create sales order or invoice
The order number specified in the message could not be processed as Woosage50 was unable to create a customer account in Sage. This may be due to an internal Sage error.
RESOLUTION: Change the Export Status to Pending and Woosage will attempt to process the order on the next cycle. If the issue reoccurs contact support.
Error 10009 - No Sage Customer Account Code (no default) - unable to create sales order or invoice
The order number specified in the message could not be processed as Woosage50 was unable find a customer account in Sage. This article explains How Sage Customer Account Codes are applied in Sage
RESOLUTION: The order number specified in the message could not be processed as Woosage50 was unable find a customer account in Sage.
Work in progress - the error & warning codes are being added to this article and links are being included in the log entries, which is a time-consuming process. In the meantime please contact support for assistance.Error 10021 - Remote service Machine ID or MAC address reverted to a previous setting - processing suspended
The remote service Machine ID and/or MAC Address has changed to a previous setting, which is indicative of multiple remote services being used, so processing has been suspended to avoid duplication.
RESOLUTION: If the remote service was moved to another device it may not have been uninstalled, so speak to your IT provider. If it has been moved back to the previous device or the ID/MAC has been changed, contact Woosage Support to reset this setting. This article provides further information on Resolving Remote Service Issues.
Warning 10052 - Default SKU replace line item SKU not found in Sage
The order number specified in the message has a line item that does not have a SKU, which would normally prevent the order being imported to Sage. However, as you have specified that a default SKU will be used in this situation, then the order has been imported and this message is just to alert you this as it could be a typographical error that need correcting.
RESOLUTION: add a valid Sage SKU code to the product and change the Export Status of the order to Pending, so Woosage will process the order on the next cycle.
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