Issue: Prices and stock are not updating
| # | Possible Reasons | Solutions |
| 1 | Magento Cron is not working. | If there are some issues with Magento Cron, please setup external Cron (independent of Magento Cron) by following the below guide. |
| 2 | Magento Indexers are not up to date. | Please make sure to rebuild Magento Indexers before syncing data to Klevu. |
| 3 | The website is using some third-party tool to update the prices and Stock. This involves the execution of direct database queries. As the Klevu module relies on the updated_at field of the catalog_product_entity table, In this case, updated products are not synced to Klevu. | Please enable the MySQL trigger by following the guide. |
| 4 | The Stock is not syncing correctly for products. | One of the reasons could be that website is using Inventory Management (aka MSI), In that case, please execute the following commands to install Klevu MSI compatible module: |
php bin/magento klevu:syncdata --alldata
Issue: Catalog rule taking much time to update from admin
| # | Possible Reasons | Solutions |
| 1 | This happens because Klevu module uses the observer to get the products data and change its properties so that it will be synced to Klevu. Time is taken while loading the product data. | Please follow the steps given below.
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Issue: Images are not updating
| # | Possible Reasons | Solutions |
| 1 | It can be the issue with data sync. | Please check if the Cron is running or not, and perform full Catalog sync to Klevu after rebuilding the Magento Indexers. |
| 2 | The product images are directly replaced on the server and have the same name as that of the previous image. | Please follow the steps given below.
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Issue: Smart category navigation issue
| # | Possible Reasons | Solutions |
| 1 | The website is using an older version of Smart Category Navigation. | In our latest release, we have optimised the code to display the products according to Klevu relevancy in case of larger data. Please find the attached file for the same. |
Issue: Large catalog sync issue
| # | Possible Reasons | Solutions |
| 1 | The website is using product Object method to sync the data to Klevu which consumes a lot of memory and very slow in case of larger data. | Please use the collection method to sync data to Klevu. Here is the guide for the same. Please note, as the collection method relies on Magento Indexers, you need to make sure Magento Indexers are up to date while syncing products to Klevu. |
Product Sync Grid
The following are known limitations in the current version of the Product Sync Grid.
Last Klevu Sync Requested On date is empty after upgrading extension
As the Sync History information is newly introduced with version 2.10.0 / 3.2.0 of the module, if you have an existing installation with synchronised records and upgrade the extension, the Last Klevu Sync Requested On information will be empty until that record is sent for sync the next time.
Note, this does not impact the Action on Next Schedule value.
Deleted products cannot be resynced after a DELETE request has been made
When a record is deleted from Magento entirely and then synced with Klevu, it is removed from the Klevu records in your installation. If the product is not removed from Klevu's indexes successfully, you may wish to trigger another sync for this data, which is not possible via the Product Grid.
As a workaround, your developer can insert a record with the appropriate data into the klevu_product_sync table, which will cause a new product record to appear in the grid which can be sent for delete again.
Action on Next Schedule not available for filter or sort
Within the product grid, the Action on Next Schedule column is not filterable due to technical limitations.
Massaction checkboxes will not select more than the currently displayed products
For performance reasons (especially relating to forced sync actions), the ability to select every record in a collection is disabled. The maximum number of products which can be selected for massaction is the currently displayed page.
Configurable products are not available for sync actions
As configurable products are not synced directly, but each individual child is sent as a variant, the ability to View History, Sync Now, and Add to Next Scheduled Run is removed from these records.
Some sync failures do not update Last Klevu Sync Requested On or history records
The Last Klevu Sync Requested On value is taken from the sync history items for a record. As such, if a sync attempt fails before creating a history item then this value will not be updated and there will be no record in the grid of the attempt taking place.
History records are created when an API request is sent to Klevu’s indexers containing that record, and report the response message or any errors (including error responses from Klevu) at this point.
Some errors which may occur before this include
- Invalid API credentials configured in Stores > Configuration > Klevu > Integration
- Invalid product data, causing the record to be removed from the sync operation
- Technical / application errors
Such errors will be recorded in the application logs, so if you find products are not updating but no history record is being created, recommended troubleshooting steps include
- Clear var/log/Klevu_Search.*.log log files
- Ensure that Stores > Configuration > Klevu > Search Configuration > Developer Settings > Force Logging is set to yes, and Log Level is set to Debug
- Locate the product in the sync grid
- Click the Sync Now action
- Look out for any errors displayed above the grid when the page reloads
- Check the relevant var/log/Klevu_Search.*.log file for more information
Sync History is not available in Magento 2.1
Due to technical limitations in older versions of Magento, the Sync History modal is not available in Magento 2.1. This does not impact on any other functionality in the grid, and history can still be viewed in the klevu_product_sync_history database table (if you have access).