Troubleshooting

This section might help you resolve specific issues that can occur during the installation and upgrade processes for the plugin.

Issue: PrestaShop Language Pack Installation Error

You get a
1: Cannot download language pack "en"
 error message when installing the Plugin.
To resolve this issue, complete these steps:
  1. Locate and open the
    Tools.php file
    , which resides in
    htdocs/PrestaShop root/Classes
     directory on your system.
  2. Search for and select this string in the Tools.php file:
    curl_setopt($curl, CURLOPT_SSL_VERIFYPEER, false);
  3. Replace the selected string with this string:
    curl_setopt($curl, CURLOPT_SSL_VERIFYPEER, true);
  4. Save the file and reload your browser page.

Issue: Debug Mode is Enabled in Production

When debug mode is enabled in the production instance, you need to disable it.
  1. Open PrestaShop Back Office and select
    Configure > Advanced Parameters
     from the Dashboard. The Advanced Parameters page appears.
  2. Select
    Performance
     from the Advanced Parameters page.
  3. Set Debug mode to
    No
    .

Issue: User Interface Appears Incorrectly After a Plugin Upgrade

After upgrading the Plugin, if the user interface looks incorrect, you need to clear the cache.
  1. Open PrestaShop Back Office and select
    Configure > Advanced Parameters
     from the Dashboard. The Advanced Parameters page appears.
  2. From the Advanced Parameters page, click
    Performance
    .
  3. Click
    Clear Cache
    .

Configuring and Testing Email

Follow these steps to configure the email that customers receive during order management.
  1. Open PrestaShop Back Office and select
    Advance Parameters > Email
     from the Dashboard. The email page appears.
  2. Select these options from the Email section of the page to configure how email is sent:
    • Send emails to: Customer service
    • Set my own SMTP parameters (for advanced users ONLY)
    • Both HTML and text formats
    • Yes for log emails
  3. Select and specify this information for your SMTP parameters:
    • Mail domain name: do not enter information (leave this field empty)
    • SMTP server: enter the server domain. For example,
      smtp.gmail.com
      .
    • SMTP username: enter the email address from which emails are sent. For example,
      csproduct@gmail.com
      .
    • SMTP password: enter the password for the email address provided above.
    • Encryption: select TLS
    • Port: enter 587
  4. Click
    Save
     to save the configuration.
  5. Test your email configuration by entering an email address to which you want to send the test message, and click
    Send a test email
    .
Troubleshooting

Configuring Order Status Visibility

You can choose to hide order status messages that you do not want customers to view.
  1. Open PrestaShop Back Office, and select
    Customer Service > Order Messages
     from the Dashboard.
  2. Click the pencil icon beside the order status message you would like to hide.
  3. In the Order status pane, select
    hide this status in all customer orders
    .
  4. Click
    Save
    .
Troubleshooting

Troubleshooting Assistance

For help with troubleshooting, contact GlobalPartnerSolutionsCS@visa.com and provide the following information:
  • Summary of the issue
  • Steps needed to reproduce the issue
  • Platform version
  • Plugin version
  • Platform Merchant ID
  • Configuration screenshots
  • List of themes/additional extensions installed
  • Log file and any other data or screenshots related to the issue
Troubleshooting