EDGE Tech Docs

01 - Common Issues & Solutions

4 min read

Troubleshooting: Common Issues & Solutions

This guide provides steps for diagnosing and resolving common issues with the EDGE Store plugin.

The First Step: Check the Logs

The plugin has a detailed logging system that records important events, warnings, and errors. This is the first place you should always look when something goes wrong.

  • Log File Location: wp-content/logs/edge.log
  • What to look for: Open this file and look for entries with the ERROR level. The log entry will usually contain a descriptive message and a payload with the data that was being processed at the time of the error. This is invaluable for debugging.

Issue: An order did not sync to Xero or ColourTech.

Symptoms:

  • An order is marked “Processing” or “Completed” in WooCommerce, but it does not appear in Xero or the ColourTech portal.
  • You receive an error notification email with a subject like “Xero Sync Error”.

Troubleshooting Steps:

  1. Check the Logs: Look in edge.log for any errors related to XeroSync or ColourTech_API. The error message will often tell you exactly what went wrong (e.g., “Invalid API Key”, “Product not found in Xero”).
  2. Check API Connection Status:
    • Navigate to Edge Store Settings → Xero API Settings (or the relevant integration).
    • Check if the service is showing a “Connected” status.
    • If not, click “Clear Tokens” and reconnect the service. An expired or revoked token is a common cause of sync failures.
  3. Check Data Consistency:
    • For Xero errors, ensure that the customer associated with the order has been correctly synced to Xero as a contact.
    • Ensure all products in the order exist in Xero (if you are using Xero’s inventory tracking).

Issue: A product is not visible for a specific user/role.

Symptoms:

  • A customer from a particular institution reports that they cannot see a product they are supposed to have access to.

Troubleshooting Steps:

  1. Check the User’s Role: Go to Users in the WordPress admin, find the user, and confirm they have the correct role assigned (e.g., “Academy of Work Student”).
  2. Check the Product in Zoho:
    • Log in to Zoho CRM.
    • Find the product by its SKU.
    • Confirm that the product is associated with the correct Pricelist that corresponds to the user’s role.
  3. Run a Manual Sync:
    • Go to the EDGE Sync Dashboard.
    • Run the “Sync Products” and “Refresh Pricelists” actions to ensure the latest data from Zoho is pulled into the website.
  4. Check Role Settings:
    • Go to Edge Store Settings and click on the user’s role.
    • Ensure there are no visibility or other settings that might be hiding the product.

Issue: Shipping costs seem incorrect.

Symptoms:

  • The shipping cost at checkout is zero when it shouldn’t be, or it is much higher/lower than expected.

Troubleshooting Steps:

  1. Check if Cart Contains Print Products: The most common reason for zero shipping is that the cart contains only digital products. Use the ZohoHelper logic to confirm if any product in the cart is considered a “print” product.
  2. Check Product Weights:
    • In WooCommerce, edit the products that are in the cart.
    • Go to the “Shipping” tab and ensure that each product has a weight assigned. This data is synced from Zoho, so if it’s missing, it may need to be corrected in Zoho first.
  3. Check the Weight-Based Shipping Plugin:
    • Navigate to the settings for your Weight-Based Shipping plugin.
    • Review the rate table. Find the row that corresponds to the total weight of the cart and confirm the price is correct. The rates are hardcoded in helpers/helpers-shipping-rates-init.php and may need to be updated if ColourTech changes their pricing.
  4. Check for Free Shipping: Go to Edge Store Settings, find the user’s role, and check the “Shipping Options”. Ensure that “Free Shipping” is not enabled for this role if they are not supposed to have it.

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