Shopify Connection Log & Common Errors
FollowReview the Shopify integration's connection log to identify and fix common errors that can occur when orders fail to import or customers or products are unable to sync successfully.
Review Shopify's Connection Log
If your Shopify orders are failing to import into Unleashed or if you want to monitor your product and stock availability updates, you can review the Connection Log tab of your Shopify eCommerce Hub.
- From the main menu, navigate to the eCommerce Hub and then Shopify.
- Select the Connection Log tab.
- All product and order sync updates from the previous 7 days will be listed in date order (newest first) in the grid below.
- Filter the connection log's grid using the following filter options:
- Log Level: Use the drop down menu to filter the grid's log by type: All, Error, Info or Debug
- Store Name: Use the drop down filter to review the log details per integrated store.
- Search: A free text field which will filter the log's details by the specific text entered.
Resolving common Shopify integration errors
The connection log retains the sync updates for your Shopify integrations over the last 7 days. If an error occurred over 7 days ago and is no longer showing in the connection log, re-attempt importing the order or syncing the product again to trigger a new error message for the connection log. For more details, see How to import missing orders from Shopify.
If you experience any persistent errors or issues you are not sure how to resolve after completing the below recommended steps, submit a request in the Support Portal.
Error message | Cause | Fix |
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An error occurred while updating the entries. See the Inner exception for details.
OR
Execution Timeout Expired. The Timeout period elapsed prior to completion of the operation or the server is not responding.
OR
The underlying provider failed on Open. |
Integration overload:
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Refresh the connection log after 10 minutes. If the same error appears at the top of the log or no new updates appear re-attempt importing the missing orders, products or customers.
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Shopify product not found |
The existing SKU in Shopify does not have a current established mapping with a product in Unleashed or it cannot create one, so the integration cannot successfully sync it. Common causes:
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If the Shopify SKU is new and does not exist in Unleashed as a product record, either:
If the Shopify SKU exists in Unleashed as a product record, review your configuration's Product Synchronization setting and resolve as appropriate:
NOTE: When you enable the Product Synchronization setting this will initially select Unleashed as master. If Shopify is due to be master you MUST select Shopify as Master before clicking on Save Configuration. If you do not select the correct master, your product details, images and prices in Shopify will be overwritten from Unleashed. For more details, see Shopify Product Synchronization |
Skipped import due to duplicate SKU found for Shopify Product Variant
OR
The SKU of the variant (productcode) is duplicate. |
The Shopify SKU does not have a one to one mapping with Unleashed. Common causes:
The Shopify SKU has an old mapping that needs to be re-established. Common causes:
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Each Shopify SKU must be unique across all and draft variants in Shopify to establish a mapping to it's matching product in Unleashed and successfully sync. To resolve a duplicate error:
If the error persists, follow the below:
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Shopify Product ID: A Mapped Unleashed Product ID: 0. Has the Unleashed product been deleted- try cleaning up deleted item mappings? |
The Shopify SKU does not have an up to date mapping with Unleashed.
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Remap the product:
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Product import for variant default title(productcode) is skipped. Error: Could not create Shopify Product Variant ‘productcode’ in Unleashed, Setting ‘Create Missing Products in Unleashed’ is off. | Could not create the Shopify SKU as a product in Unleashed as the Create Missing Products in Unleashed configuration setting is disabled. |
If the error was triggered from an order import, re-attempt importing the missing order, see How to import missing orders from Shopify. If the error was triggered by adding a new Shopify SKU in Shopify, re-save the product in Shopify to trigger importing the individual SKU again. |
Failed to import product SKU (productcode). | The integration could not sync or create the SKU with a product in Unleashed |
This error will usually appear with subsequent error messages with further details. Review the connection log for additional errors below this message to resolve. Remap the product, see How to remap products with Shopify. |
Object reference not set to an instance of an object. | The Shopify SKU has been deleted from Shopify before the order imported. | If a Shopify order does not have an active SKU (product variant) on order, it cannot import to Unleashed and the order will need to be manually created in Unleashed. For more details contact the Unleashed Customer Experience Team. |
Customer ‘CustomerCode’ import is skipped. Error: Customer’s Code ‘CustomerCode’ is duplicated. In order to fix this, you would need to change the email address on the customer record in Shopify or Unleashed side to match, or change the Customer Code for the Customer in Unleashed. | The Customer in the Shopify order already exists in Unleashed but the names or email addresses do not match across both platforms and Unleashed cannot create a new unique customer |
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Order cannot be imported: Customer “Customer Name” does not have a valid email address | The Customer in Shopify has not provided a valid email address for Unleashed to import or sync. |
Unleashed requires a unique and valid email address per Shopify customer in order to sync the customer successfully. To resolve:
OR
This option means that the Shopify orders import to Unleashed will import to a single customer in Unleashed and do not require a unique customer email address to import orders successfully. For more details, see Shopify Integration Setup |
No customer attached to the Order | No Customer details have been provided for the order in Shopify, so Unleashed is not able to sync to an existing customer or create a new one. |
Unleashed cannot create a Sales Order without a Customer being assigned to it. To resolve, go to the Order in Shopify and input the appropriate customer details. Once saved, to import the Order via the Import Missing Orders function in the Shopify integration's Manage your Data tab. |
You cannot complete this shipment because line(s) 1 have ship quantity greater than the on hand quantity. | The Sales Order and Shipment have been created in Unleashed from Shopify but the Shipment could not be Dispatched as there is not enough stock available in the Shipping Warehouse. |
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