Troubleshooting Magento 2
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 lodge a support ticket from your account:
- In the left-hand navigation drawer of your Ortto account, click Support.
- On the How can we help? page:
- Under Quick links, click Submit a support ticket.
- Populate the Submit a support ticket form and click Submit ticket when you are done.
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 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 view to more than one Ortto instance.
To connect another store view to Ortto, repeat the steps you followed to create the initial connection by:
- Having ready the Magento 2 access token for your Ortto integration you initially created, or creating a new integration, then
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.