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Troubleshooting the Plug-in

Most customers install and run the plug-in without any problems. However, there may be occasions where issues arise.

Before troubleshooting, make sure that you have followed all the instructions in the ”’Installation Guide”’ and have the server configured correctly. There is a section within the plug-in called ”’Check Server Configuration”’ which reports on whether your server has been configured correctly. This should be checked first.

We also recommend that you download and install the latest version of the plug-in before troubleshooting

Magento Connect has Write Permissions error

If you access Magento Connect and it’s telling you to check the write permissions, there’s a simple way to fix this.

Open up your SSH client and go to the directory where Magento is installed. Once you are there, copy and paste the following command:

find . -type d -exec chmod 777 {} \;

That will change the permissions on all the directories to writable, and you should be able to use Magento Connect now.
You may also need to change the permissions on the pear download file to be able to properly install Magento Connect packages:

chmod 777 downloader/pearlib/download/package.xml

After you have completed those tasks in Magento Connect, reset your permissions.

Magento Connect gives an error when trying to install the plug-in

An error occurs if you have previously installed the plug-in manually by copying the files over to your Magento installation via FTP and then try and install a later version via Magento Connect.

Before you can install the plug-in via Magento Connect, you will need to manually remove all the files and folders you have copied over. You can view all the files and folders in the plug-in, by unzipping it to your local PC and then viewing it.

Magento Connect says the plug-in is installed correctly, but I cannot see it

When you have installed the plug-in, it should appear as a link in the ”’System – Configuration”’ section of the Magento Back office.

If it does not appear, you may need to refresh the Magento cache ”’System – Cache Management”’
If it still does not appear, or you get a 404 Page not found error when you click on the Stock In The Channel Link, then try logging out of Magento and then logging in again

When I try to run an import, nothing happens

There are a number of possible reasons why even after making sure the server is configured correctly, the import does not run.

  • Firewall blocking FTP access – The plug-in works by downloading files via FTP. You need to make sure that the FTP ports (20 and 21) are not blocked on your server or on a firewall protecting the server.
  • Insufficient write permissions – When the product files are downloaded they are copied into a folder within the ”’var folder”’ on your Magento install. You must make sure that the folder and its sub-folders have write permissions for the appropriate user.
  • Incorrect detection of version of PHP – The plug-in normally detects the version of PHP correctly. However, in some rare server configurations it does not do so correctly and the value needs to be hardcoded. To do this open up ”’app/code/local/Bintime/Sinchimport/Model/config.php”’ and replace the phrase “define(PHP_RUN_STRING, ‘php ‘);” with “define(PHP_RUN_STRING, ‘php5 ‘);
  • Exec Permissions not available – The Linux user under whose account Magento is running must have sufficient privileges to run PHP. If you have set restrictive privileges then try loosening them and then resetting them. See Magento documentation for suggested suitable permissions structure.
  • Data Corruption – On rare occasions, the product data within Magento can become corrupted and the import fails. In this case, you should try deleting all the products and categories within Magento and reimport. Instructions on how to do so can be found here:

Category Filters not appearing

Many of the product categories have searchable filters which allow you to narrow down products via a number of criteria. There are a number of possible reasons why these do not work or stop working.

  • Missing Stored Procedures – The first thing is to check for the existence of the relevant stored procedures. Although the plug-in installs everything that is needed, if you move server or recover from backup, then you may need to recreate the stored procedures. To do this, copy the contents of the file called ”’filter_sinch_products_s.sql”’ and run in phpMyAdmin. This file is found within the ”’app/code/local/Bintime/Sinchimport/sql/sinchimport_setup”’ directory.
  • Incorrect Permissions on Stored Procedures – You must also ensure that the MySQL user has sufficient permissions to access the stored procedures. This is particularly common when you have moved servers and the user that created the stored procedures is different to the MySQL user.
  • Conflicting plug-ins – There have been some reports of third party plug-ins conflicting with our plug-in. This is particularly likely where the plug-in modifies the display of product information. If you have installed any plug-ins like this, try removing them.
  • Conflicting themes – There are reports of occasional conflicts with some themes. Try switching back to the Magento default. If the filters now appear correctly, then the problem lies with your theme.

Price breaks missing interval

On some older versions of the plug-in there is a missing value in price breaks. To fix this add a value to app/code/local/Bintime/Sinchimport/Model/config.php in the price breaks section. The value that should be added is 1000-2000;

Reindexing hangs

Sometimes you will find that one or more Magento reindexes fail or are stuck on processing. In Magento, indexes are managed in the ”’System – Index Management”’ section of the back office. If you are having problems, the first thing to try is running the reindexing from the command line. SSH in and delete all the files in the ”’var/locks”’ folder. Then run”’ php shell/indexer.php –reindexall”’ There are several reasons why there may be problems:

  • Insufficient memory – Reindexing is one of the most resource intensive tasks that Magento has to perform, and demands increase the greater the number of products. Running reindex from the command line will tell you if this is the case as well as checking the server memory usage
  • Memory configured incorrectly – As described in the installation guide, your server memory must be configured correctly. The most common errors are insufficient memory allocated to ”’innodb_buffer_pool_size”’ MySQL variable, located in ”’my.cnf”’. Try changing to ”’1024MB or higher”’ if possible. The other variable to look at is ”’memory_limit”’ in ”’php.ini”’. It should be put as high as possible
  • Old version of Magento – Reindexing was dramatically improved in Magento 1.7, so if you are running an earlier version of Magento, you should consider upgrading.

Corrupted data

If you get a MySQL error, it may be that your product data has become corrupted. In this case, you should try deleting all the products and categories within Magento and reimport. Instructions on how to do so can be found here:

The products displayed do not match the categories

If this occurs, the first thing to try is running a full import with the overwrite option in the plug-in enabled.

If problems persist, it may be that your product data has become corrupted. In this case, you should try deleting all the products and categories within Magento and reimport. Instructions on how to do so can be found here:

Category data wiped out

Magento allows you to associate a lot of information with categories. To allow you to manage this information in Magento, the plug-in has an option to merge category rather than overwrite

Products still appearing even though they should not be

Sometimes Magento will continue to display products, even though you have run a full import and they should not be there.

If this occurs, you should do is clear the Magento cache ”’System – Cache Management”’ as this often solves the problem

Missing characters and words

Sometimes words with foreign characters will not display properly on your site e.g. Toshiba Portégé

This is to do with the collation you are using for MySQL

Why do some products not show all the product information

We use Icecat ( for our data provision. This comes in 2 versions: open Icecat and Full Icecat.

Open Icecat provides all the product data free of charge for about 250 brands but provides no data for others– this is typically about 60% of available products. Full Icecat gives product data for about 4000 brands.

We have a special deal with Icecat whereby we can display an Iframe link to a hosted datasheet (whose format you can control) and one image for full Icecat products for our Magento customers.

If you want to get Full icecat, you will have to contact Icecat and get a subscription from them. This costs about 250 euros /month

InnoDB Corruption

There is a rare scenario where MySQL will fail an assertion when operating on data in tables. It will usually say “Lost Connection to Server During Execution of Query…” and the logs will say “Failed Assert”, Generally shortly followed by “Transaction Rollback”.
The Easiest way to solve this is simple reimage the server as it is an indication of corrupt MySQL

Fixing “Can’t open file ” (errno:24)”

This is usually an indication that the ”’open_files_limit”’ is too low. Run:

show variables like ‘open_files%';

in MySQL to find out the limit. If it is a low number such as 1024 then it should be changed in ”/etc/my.cnf” like so:

open_files_limit = 65535

Unicode Characters Displaying Incorrectly

This is a known bug with the plugin when data Includes Characters Which are represented differently in ”’latin1”’.
A Quick fix for this is to change:
in ”app/etc/local.xml” to:

this way database access is not forced to utf8. Please note this is a ”’Temporary”’ Fix and the plugin should still fix this.

Import number of products doesnt change/Import doesnt match Stockinthechannel Feed

This is a bug where the plugin fails to detect that the stored procedure ”filter_sinch_products_s” is ”’defined”’ under a different mysql user and the ”’Security Type”’ is set to ”’DEFINER”’

The solution is to redefine the procedure as the Magento DB User i.e:
cat app/code/local/Bintime/Sinchimport/sql/sinchimport_setup.sql | mysql -u ”’DBUSER”’ -p”’DBPASS”’ ”’DBNAME”’

e.min_price Error

On older versions of the plug-in, the price bands are missing a preset band. Add in the band by modifying this file

UTF-8 Characters

In ””’app/code/local/Bintime/Sinchimport/Model/Sinch.php””’
$file_handle_from = fopen($parse_file, “r”);
$file_handle_to = fopen($parse_file.”.conv”, “w”);
while (!feof($file_handle_from)) {
$line = fgets($file_handle_from);
$line = $this->valid_utf($line);
fwrite($file_handle_to, $line);
$this->db_do(“LOAD DATA LOCAL INFILE ‘”.$parse_file.”.conv’
$this->db_do(“LOAD DATA LOCAL INFILE ‘”.$parse_file.”‘
$this->db_do(“ALTER TABLE “.Mage::getSingleton(‘core/resource’)->getTableName(‘products_temp’).”CONVERT TO CHARACTER SET \”latin1\””);

FTP Connect Issues

If the Plugin Reports ””’Unable to Connect to Stock in the Channel Server””’ During Import and You Verify from command line that it can in fact connect ”’Selinux”’ is probably the cause. To Solve it Check that it is the cause by running:

getsebool httpd_can_network_connect
If the response is:
httpd_can_network_connect –> off
Then Run:
setsebool httpd_can_network_connect=1

Sinch.log grows too big

If you find that the sinch.log file (which records activities from the plug-in) grows too big, you can disable Magento logging System > Configuration > Developer > Log Settings > Disable

Let us know if we missed anything...

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