Troubleshooting Magento 2

Overview

This troubleshooting guide is designed to help you with common questions or issues you may encounter when using Magento 2 as a data source.

For further assistance, please send an email to our Support team at help@ortto.com or chat with our Support team from your account:

1. In the left-hand navigation drawer of your Ortto account, click Support.
2. On the How can we help? page:
   1. Under Quick links, click Chat with support.
   2. Type your message in the Talk messenger widget to start a conversation with our team.

Disconnect and delete the data source

You must disconnect and archive a data source before you can delete it.

Disconnecting a data source from Ortto will stop new data from the data source merging with the CDP.

Learn more about disconnecting, archiving and deleting a data source under Managing data sources.

Data source already connected

Disconnect, archive, and delete the existing Magento 2 connection before attempting to connect again; the existing data source must be deleted.

Connect more than one Magento 2 store view

If you have more than one Magento 2 store view, you can connect each store view to the same Ortto account (instance). However, you cannot connect the same Magento 2 store to more than one Ortto account.

To connect another store view to Ortto, repeat the steps you followed to create the initial connection by:

1. Having ready the Magento 2 access token for your Ortto integration you initially created, or creating a new integration, then
2. Connecting to Ortto from Magento 2.

Magento 2 data source still displays as 'synching' after x minutes/hours

Depending on the amount of records in your Magento 2 account the initial sync may take up to several hours in some cases.