What steps can I take when my WebShop or SalesRep is offline?

My customers can browse my WebShop as a guest and either

• My customers cannot log into their Trade accounts or

• My logged-in customers cannot get prices returned from WebShop

Possible reasons

It is likely that your web services are offline. Your web services could be offline because:

• you are using a new broadband connection

• an internal system error has caused the web service to stop

• changes to services provided by your ERP provider has unknowingly caused an error to how your web services operate

• other internal I.T. changes (for example, new phone system, new router and so on) that may affect how the Digital Commerce platform interacts with your web services.

Actions to take

• Verify if your services are offline by logging into Management Interface, click on Customers and select Customers from ERP.

  • If a list of customers is displayed, your Web Services are most likely online.

  • Otherwise, it is likely your web services are offline.

• If you think your web services are offline, contact your I.T service provider, ERP provider or reseller; they need to troubleshoot and restart your web services to get you back online.

• We are always happy to help so if you run into difficulties, please log a ticket, with a detailed description of what the issue is. We'll help you solve this problem.

My web services are online, but all my product prices are missing or incorrect.

Possible reasons

• The regular export from your ERP to Digital Commerce platform has not happens correctly

• The data contained in the import file containing this information is corrupt

Actions to take

• Verify when the file was latest imported into Digital Commerce platform by logging into your Management Interface and checking in the Background Jobs panel on the Dashboard, as shown in the spreadsheet. Only correctly imported files are listed on the Background Jobs panel. 

• Verify that the file has been imported correctly, and that it is not corrupt. To view these files, log into Management Interface, click on File in the left menu and select the data folder listed under Private files.  Should you encounter any difficulties or are unable to verify whether the file is corrupt, log a ticket, with a detailed description of what the issue is. We'll help you solve this problem.

My WebShop is either not loading or taking too long to load.

Possible reasons

• There is an issue with Digital Commerce platform.

• There is an issue with your internet connection or your domain.

Actions to take

• Check your internet connection.

• Check with your IT provider there have been no domain / DNS changes.

• Check the ERP Connection via the Management Interface.

• If you are still having trouble with your WebShop not loading or taking to long to load, please log a ticket, with a detailed description of what the issue is. We'll help you solve this problem.