Troubleshooting and FAQs for Brightpearl Magento extensions

Installation

Which Magento module should I use?

Please use the reference below to understand which module you should use with your current Magento integration

  • Magento Module 3.x: Use if you are running Magento version 2.4.4 and above
  • Magento Module 2.x: Use if you are running Magento version 2.4.3-p3 and below

What do I do if the installation fails partway through?

A failed installation can can lead to corrupted files and database entries, which means that reinstalling is not enough as it will not overwrite existing files that appear to be there.

In this case of a failed installation it is important to fully remove all files and database entries before reinstalling. PROCEED WITH CAUTION - EXPERTS ONLY.

Following installation, expected menus do not show

Check:

  • Is the installation disabled?
  • Have all files been transferred into the route folder?

Authentication

Internal error when authenticating

This is often to do with settings pointing to HTTPS links, even though SSL has not been set up. Brightpearl uses the site defaults for the callback URL. You can manually remove the https from the link when first hitting the Brightperl login screen on authentication - change https to http and then carriage return to load the amended link.  

This should then authenticate correctly.

When attempting to authenticate an account or access Interaction > Log I receive an error: ‘There has been an error processing your request Exception printing is disabled by default for security reasons…’

This error message indicates the installation of the Flint Interactions module failed part way through.

In this scenarios a manual intervention is needed in order to fix the issue. Delete the tables that the module managed to install (flint_interactions*), then delete the module from the core resources table. Then reinstall the flint_interactions module.

Doing this on a live website is quite risky so make sure you understand the risk and have backups.

Unable to authenticate

Sometimes when authenticating accounts that have been cloned, the app appears to be installed but is not enabled.  

To correct this, go the the app store in Brightpearl, turn off Magento, and then switch it on again.

Interactions

EXECUTION DENIED (probably due to configuration)

If this error is displayed when attempting to run an interaction. it is likely that the interaction is not active in the extension configuration.

In Magento, go to Interactions > Brightpearl > Configuration (Magento 1) or Brightpearl > Brightpearl integration > Configuration (Magento 2) and check that the relevant interaction is set to be active.

Scheduled tasks are not working, or I'm not getting a success/fail email

This is likely due to one of the following:

  1. The interaction isn’t enabled
  2. The cron on the interaction isn’t filled (so not scheduled) or is incorrect
  3. The extension hasn't been fully installed, or installation failed. The extension needs to be fully uninstalled and then re-installed.
  4. Cron on the server itself is not working. The extension uses the standard Magento cronometer and assumes this is working correctly.

Shipping update not working

Make sure the "Register integration webhooks" interaction has been run.

If it has, then check whether Brightpearl has been blocked by your firewall. You need to whitelist our IP address in their /etc/hosts file, ensure our IPs aren’t being forwarded, add us to your .htaaccess file and ensure we’re not blacklisted (in the case of a nginx server, or if we’re blacklisted on the apache server).

The IP addresses to whitelist are:

  • 3.218.0.39
  • 18.200.226.140
  • 35.174.34.10
  • 50.18.126.54
  • 50.18.48.85
  • 52.5.209.180
  • 54.72.232.238
  • 54.72.6.38
  • 54.170.70.134
  • 54.217.213.162
  • 54.228.209.129
  • 54.235.146.130
  • 54.235.154.117
  • 54.243.176.11
  • 54.246.108.215
  • 54.246.108.225
  • 63.34.98.123
  • 63.32.180.39
  • 79.125.104.154
  • 92.52.111.164
  • 99.81.9.143
  • 107.20.188.158
  • 107.21.235.159
  • 174.129.36.246
  • 184.72.33.176
  • 184.73.165.166

No apparent response to API requests leads to timeouts

Check your authorization and try reauthorizing.

Session setting (302 Error)

If you are receiving a 302 moved response, it could disconnect Brightpearl and Magento.

Try whitelisting our IP addresses.

If you are still experiencing problems, it's likely due to session fixation validation. Because we're using a proxy setup, when it tries to validate it ends up bouncing between both servers and invalidating the session.

Try disabling your session validation settings in Magento to see if that resolves the issue.

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