We recommend installing the extension using the built-in Magento Connect Manager. If using different methods, eg unpacking the tgz file, you will need to pay special attention to file permissions.


Basic Troubleshooting

Prerequisites:

  • You have installed the extension
  • The Trade Runner item appears in the menu bar
  • The page contains the button Connect To Trade Runner, but when you do that the next page shows an error message, eg:



The usual reasons for errors are these:


1. Cannot correctly locate the Magento XML/RPC API endpoint


The Magento Admin app is installed at a custom URL location and the extension cannot figure out the correct URL of the Magento XML/RPC API.

The expected URL for the API is of the form: https://example.com/index.php/api/xmlrpc corresponding to an Admin url of https://example.com/index.php/admin

More information about the Magento XML/RPC API can be found here: http://devdocs.magento.com/guides/m1x/api/soap/introduction.html#Introduction-XMLRPC


You can find the endpoint simply by entering the expected URL in your browser, eg: http://magento1.omnivore.com.au/index.php/api/xmlrpc

Since using this method does not provide proper credentials to Magento, if the endpoint is correct you will likely see this:



2. A firewall is blocking access to the Magento server


Your server might have configured a firewall or some other IP based filtering. If this the case you'll likely see an error stating any of the following:


java.lang.RuntimeException: Remote error: java.net.ConnectException: Connection timed out

java.lang.RuntimeException: Remote error: java.net.ConnectException: Connection refused (Connection refused)


To resolve, please whitelist the IPs of our Production servers: 45.33.18.232, 45.33.20.177, 45.79.88.164 and 192.155.95.87. (see here for full list http://traderunnersupport.omnivore.com.au/support/solutions/articles/17000075309-trade-runner-ip-addresses )

The above errors might also occur if the protocol (http or https) is wrong, for instance your server can only do http but the endpoint is entered as https, or viceversa. 


3. Invalid SSL certificate


If the endpoint is secure, ie uses https, make sure your SSL certificate is valid. A self-signed certificate is usually not enough.

An easy method to check the SSL certificate is to use the Qualys SSL Server Test

Pay attention to expiration date and chain issues.


4. The installation of the extension failed to complete all required steps


Sometimes due to specific configuration and permissions of your Magento server, the installation of the extension might fail to complete all steps. 

Things to verify:

  • There’s a new SOAP XML/RPC user named omnivore_user
  • There’s a new SOAP XML/RPC role named omnivore_role
  • That user has that role
  • The role is set to with Resource Access: All


5. A known issue with the Magento Marketplace


The "new" Magento Marketplace has a known bug.

If you receive the error: 

“CONNECT ERROR: Package file is invalid. Invalid package name, allowed: [a-zA-Z0-9_-] chars ./app/code/local/' already exists. 

This is a known bug with the Magento Marketplace that 

While we are waiting on Magento to resolve the issue, you can get a new extension file that resolves this issue from here


Advanced Troubleshooting


Prerequisites:

  • You have read the above points and checked it's none of these 
  • You have access to the Magento database and server files


6. Check database 


A new database table named citybeach_traderunner_setup was created and it contains a single record with a non blank email and key.


7. Fix password


If the endpoint url is correct but you get this error:


uk.co.wilson.net.xmlrpc.XMLRPCFailException: Access denied.


Try this:

Select from the table citybeach_traderunner_setup the value of the column "key".

In your Magento Admin, navigate to: 

System -> Web Services -> Soap XML/RPC Users

Set the password for the user omnivore_user to the value of the column "key" from the table citybeach_traderunner_setup



Go back to the Trade Runner Registration page (for instance click again on Go To Trade Runner from Magento) and try again using the same password as above in the field API Password



If the connection to Magento is successful, click Create Account.




If you are still stuck, please contact us with a full description and screenshots if possible of any errors etc.

The screenshot should include the url visible in the address bar and as much from the page as practical.