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General Troubleshooting

Is there a way for a user, say an ordering team, to place orders on behalf of customers?

You will want to use the Order Entry functionality found in the Order Manager in a professional ProStores store. Under Order / Order Entry, you should be able to make a purchase on behalf of a customer. There is even a way to create an "outstanding" invoice where the customer can go to the web site to pay for it. Please note that if you add a new customer during the Order Entry process a password will need to be saved in the profile. At this time the Order Entry functionality is reserved for the Pro and Pro Plus editions of ProStores.

One of my customers ordered something and did not receive an email once the order was shipped.

Login to prostores store admin and go to Store -> Store Log... click on the End of log link and then search for the invoice # of the failed order email... Most likely there is a format error of the email within the customer record, or the mail service has failed on the mail server defined in store admin -> store -> mail.

There's another possibility if you're using StoreSense version 5.6.1. If the customer's last name contains a comma, the order notice will not be emailed to them... it's fixed in 5.7+

There was no zip code found that matched the state my new customer entered (e.g. Colorado).

This problem often occurs because it's not clear that prostores is looking for the two-letter word state code instead of the full name. Change the state input field to a dropdown list instead. The prostores ssml code to do that is:


source="$system.states('US')"
selected="$store.state"/>

This should replace the following code on your customer registration template of the effected store:

Prostores add a product wizard allows adding more than 20 characters for color but the add product interface doesn't

The discrepancy you are having is an issue with the Add Product wizard. ProStores has always been limited to 20 characters per attribute. A future version of ProStores is scheduled to correct the issue with the wizard and a feature request has been made to expand the product attribute field. However until the functionality has been added you will want to limit product attributes to 20 characters

The disable dedicated url checkbox gets rechecked after its been unchecked.

The problem you are having is a known issue in ProStores version 4.1.0.216. This issue has been corrected and any of the newer versions of ProStores should provide you with the functionality. Our only work around would be to place the fully qualified domain name into both the dedicated URL and Shared URL fields in ProStores.

I am unable to delete items from any of my stores. I get an sql error message.

If you get the following message:

Executing generated SQL.: java.sql.SQLException:
General error: Got error127 from table handler
State: S1000
Error Code: 1030

What might be causing this?

I get an error message when deleting products that have inventory attributes.

In ProStores there are separate numbers for orders, invoices, and for tracking. This can be very confusing and our warning messages can be a little misleading. In the latest version of ProStores, the number reported when deleting a product attribute is the invoice number. This invoice can be located by browsing to the Store Administration and clicking on Order on the left. Then you will want to enter the invoice number and click the arrow.

The drop down menu to select an image for my products has disappeared and been replaced with a browse box.

The pull down menu is no longer available because you have over 500 product images in your store. In order to avoid significant slow downs when building the pull down menu ProStores replaces it with an input text box when more than 500 images are present. You can associate the image with this product by entering the filename for the product image in this input text box and submitting the changes.

Check orders should go into pending but does not appear in pending list.

This is most likely a known issue with ProStores in which the invoice has been marked with both credit card information as well as payment by check. When this happens ProStores does not know where to put it, either in Auth-Credit, or Auth-Other. This issue has been fixed in more recent versions of ProStores so once this customer is upgraded it will not occur again.

How do I transfer a store to another server?

  • Export from one server, have us upgrade export file if necessary, import to new server
  • Make sure to update DNS and web server configs...
  • Within the web server, point the DocumentRoot to /home/prostores/content/stores/shortname or other location if necessary.