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:
- Locate and open theTools.php file, which resides inhtdocs/PrestaShop root/Classesdirectory on your system.
- Search for and select this string in the Tools.php file:curl_setopt($curl, CURLOPT_SSL_VERIFYPEER, false);
- Replace the selected string with this string:curl_setopt($curl, CURLOPT_SSL_VERIFYPEER, true);
- 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.
- Open PrestaShop Back Office and selectConfigure > Advanced Parametersfrom the Dashboard. The Advanced Parameters page appears.
- SelectPerformancefrom the Advanced Parameters page.
- Set Debug mode toNo.
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.
- Open PrestaShop Back Office and selectConfigure > Advanced Parametersfrom the Dashboard. The Advanced Parameters page appears.
- From the Advanced Parameters page, clickPerformance.
- ClickClear Cache.
Configuring and Testing Email
Follow these steps to configure the email that customers receive during order management.
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Open PrestaShop Back Office and selectAdvance Parameters > Emailfrom the Dashboard. The email page appears.
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Select these options from the Email section of the page to configure how email is sent:
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Send emails to: Customer service
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Set my own SMTP parameters (for advanced users ONLY)
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Both HTML and text formats
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Yes for log emails
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Select and specify this information for your SMTP parameters:
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Mail domain name: do not enter information (leave this field empty)
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SMTP server: enter the server domain. For example,smtp.gmail.com.
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SMTP username: enter the email address from which emails are sent. For example,csproduct@gmail.com.
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SMTP password: enter the password java.io.PrintWriter@671ea58d for the email address provided above.
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Encryption: select TLS
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Port: enter 587
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ClickSaveto save the configuration.
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Test your email configuration by entering an email address to which you want to send the test message, and clickSend a test email.
Configuring Order Status Visibility
You can choose to hide order status messages that you do not want customers to view.
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Open PrestaShop Back Office, and selectCustomer Service > Order Messagesfrom the Dashboard.
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Click the pencil icon beside the order status message you would like to hide.
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In the Order status pane, selecthide this status in all customer orders.
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ClickSave.
Troubleshooting Assistance
For help with troubleshooting, contact GlobalPartnerSolutionsCS@visa.com and provide the following information:
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Summary of the issue
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Steps needed to reproduce the issue
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Platform version
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Plugin version
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Platform Merchant ID
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Configuration screenshots
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List of themes/additional extensions installed
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Log file and any other data or screenshots related to the issue