Troubleshooting overview
Last update: July 27, 2023
- Topics:
- Support
CREATED FOR:
- Admin
Proved self-service solutions and patches from the Adobe Commerce Support team.
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Commerce
- Adobe Commerce Support Knowledge Base
- Support Tools
- Announcements
- Announcements overview
- Adobe Commerce Announcements
- Integration Environment enhancement request - Pro and Starter
- Holiday Surge Capacity Requests for Adobe Commerce on our cloud infrastructure
- Upgrade Compatibility Tool 1.1.0 for Adobe Commerce
- FAQ for the Updated Lifecycle Policy for Adobe Commerce Releases
- Switching to OpenSearch for Adobe Commerce on Cloud 2.4.4
- Adobe Commerce Recommendations for PHP Vulnerabilities
- Quality Patches Tool released: new tool to self-serve quality patches
- MySQL catalog search engine will be removed in Adobe Commerce 2.4.0
- Adobe support customer data access and privacy
- UPS APIs deprecated
- 2024 release schedule
- Help Center News
- Troubleshooting
- Troubleshooting overview
- Database
- Multiple rows in database for same entity
- Checking slow queries and processes MySQL
- Database upload loses connection to MySQL
- Changes in the database are not reflected on the storefront
- Deadlocks in MySQL
- MySQL high-load bottleneck in Adobe Commerce on cloud infrastructure
- MySQL server has gone away error on Adobe Commerce on cloud
- MySQL disk space is low on Adobe Commerce on cloud infrastructure
- Database storage troubleshooter on Adobe Commerce
- MySQL tables are too large
- Database errors related to max_allowed_packet on Adobe Commerce
- Adobe Commerce database numeric value out of range, INT to BIGINT
- Read Replicas issues on Adobe Commerce Cloud 2.4.6 with MariaDB 10.6
- Payments
- Troubleshoot create order page in CSP restricted mode
- Troubleshoot storefont checkout page in CSP restricted mode
- Adobe Commerce 2.4.0 known issue: missing “Refund” label in Klarna
- Adobe Commerce 2.4.0: Braintree not in Multiple Addresses checkout
- 2.3.4 PayPal issue hotfix
- Adobe Commerce 2.4.1: wrong message on PayPal-Braintree guest checkout
- PayPal sandbox account not verified
- Error placing order with Authorize.net Sandbox account (An error occurred on the server)
- Delayed Payment Services report data
- Checkout is stuck when Authorize.net payment method is used
- Adobe Commerce 2.4.1 known issue: error popping up on Checkout with PayPal Braintree
- Adobe Commerce 2.4.0 Braintree Virtual Terminal page corrupted
- Cybersource payment from Admin and front on different domains not processed
- Adobe Commerce 2.4.0 known issue: Amazon pay, no payment methods
- Adobe Commerce 2.3.7-p1 known issue: outdated order total for PayPal
- Patch for Amazon Pay checkout issue in Adobe Commerce 2.3.5-p1
- Adobe Commerce 2.4.0: Checkout error selecting local payments
- PayPal Payflow Pro active carding activity
- PayPal troubleshooting on Adobe Commerce
- Adobe Commerce 2.4.0, 2.4.1: Enable Braintree Venmo partial invoice
- Credit card failed payments in a Sandbox environment
- Adobe Commerce 2.4.2 B2B: discount remains pay method change
- Adobe Commerce 2.4.2: Braintree Venmo payment does not work
- Payment methods not displayed on checkout with multiple addresses
- EU customers cannot complete payments
- PayPal gateway rejected request - duplicate invoice issue
- Adobe Commerce 2.4.0 known issue: Klarna On-Site Messaging blank pages
- Troubleshoot Payment Services installation
- Storefront
- Adobe Commerce 2.4.0 known issue: orders display error
- Adobe Commerce on-premises 2.4.2: product image missing
- After installing, images and stylesheets do not load; only text displays, no graphics
- Cannot save “shipping” as URL key
- Product is not displayed on storefront
- Adobe Commerce 2.4.0 issue: storefront raw message data display
- Store credit issue during checkout in Adobe Commerce 2.3.5
- Store images not displayed after deployment
- Product comparison known issue in Adobe Commerce 2.3.5
- Top navigation panel does not load on storefront
- Product images do not display despite Product Edit image roles
- Adobe Commerce 2.4.0: 404 error removing rewards points on multi-shipping checkout
- Customers get logged out or lose cart content on Adobe Commerce storefront
- Cannot save contact as URL key
- Installation and upgrade
- Recommendations JS errors after upgrade to Adobe Commerce version 2.4.5
- B2B 1.4.0 installation fails on Adobe Commerce 2.4.6-p1 on-premises
- Reduce expired “oauth_tokens” before 2.4.6 upgrade
- Cannot install using nginx
- Wishlist error during upgrade to Adobe Commerce versions 2.3.4-p1 or 2.3.5
- Adobe Commerce 2.4.0 installation fails with outdated stores cache
- Composer install command overides .gitignore file, Adobe Commerce
- During installation, PHP date warning
- During installation, Reflection Exception error
- Area code is not set error when running setup:upgrade
- Installation fails; cannot create install.log
- Exceptions during installation
- Errors installing optional sample data
- During installation, fatal PDO error displays
- Installation stops at about 70%
- Adobe Commerce upgrade 2.4.3, 2.3.7-p1 PHP Fatal error Hotfix
- Adobe Commerce 2.4.0: exception during B2B 1.2.0 install
- Troubleshoot upgrade compatibility tool errors
- Out of memory error during install or upgrade
- Upgrade to B2B 1.5.2 fails with SQL syntax error due to missing REGEXP_LIKE function
- Performance issue in Magento_Company module upgrade after B2B 1.5.2 update
- Site down or unresponsive
- Site not accessible due to origin cloaking
- 503 error accessing Adobe Commerce in web browser
- Site fails to load due to maintenance mode left enabled
- Site down troubleshooting diagram
- Adobe Commerce site down troubleshooter
- Applying a patch takes your site down
- Error 404 on all pages due to Content Staging issue
- Revised patches for Google Maps access loss on all Adobe Commerce versions
- Miscellaneous
- Fix data not updated in Commerce Data Exporter feeds and cron logs errors with changelog table don’t exist
- How to check why cron was disabled
- Error opensearch search engine doesn’t exist. Falling back to livesearch.
- Email stating that export storage is almost full
- Indexes invalidated and “indexer_reindex_all_invalid” run constantly
- Missing or altered configuration file
- cURL error 60: SSL certificate expired
- Troubleshoot Product Recommendations module in Adobe Commerce
- Safely delete files when disk run out of space in Adobe Commerce on cloud infrastructure
- robots.txt not updated or displaying default settings
- Troubleshoot /tmp mount full for Adobe Commerce
- Unknown module Magento_BundleSampleData
- Cron readiness check issues
- Redis service crashed
- SQL queries: EXPLAIN cost errors
- Adobe Commerce 2.4.0 B2B Admin can’t add configurable product to quote
- Adobe Commerce 2.3.6: endless spinner displayed on address save
- Troubleshooting New Relic on Adobe Commerce on cloud infrastructure
- 404 not found error when accessing Web Setup Wizard via Admin panel
- Enable cache to avoid performance degradation
- Adobe Commerce Security Scan tool troubleshooting guide
- File permissions readiness check issues
- Fastly caching is not working on Adobe Commerce on cloud infrastructure
- Diagnosing Google eCommerce revenue discrepancies
- I’ve configured API keys for Sensei but only seeing one SaaS data space
- Main Menu (Categories) not displayed on subpages with Fastly enabled
- File storage low, specific page loads are slow
- Slow performance due to full reindexing
- General custom module troubleshooting help
- Low disk space
- Cache warming up and site unavailable on Adobe Commerce
- Resolving UTF-8 errors for CSV file uploads
- Troubleshoot performance using New Relic on Adobe Commerce
- Bulk action product count known issue in Adobe Commerce 2.3.5
- Disable Adobe Commerce Banner output to improve site performance
- Checking for DDoS attack from CLI
- Blank page or redirect loop error when accessing storefront or Commerce Admin
- Adobe Commerce 2.4.1 Vertex Address validation message post address update
- Extension Manager shows no extensions in Adobe Commerce 2.3.x
- Apply a patch to continue offering DHL as shipping carrier
- Login redirect when trying to login to Commerce Admin
- Resolve issues with encryption key
- “Updater application is not available” error
- PWA Studio: Venia GraphQL queries to Adobe Commerce produce validation errors
- Stock status incorrect after Inventory Management install
- Adobe Commerce 2.3.5 known issue: virtual product multi-ship orders
- Using Data Exports to pinpoint discrepancies
- Composer plugin against Dependency Confusion attacks
- Stock images not displayed, Adobe Commerce and Magento Open Source 2.3.7-p2
- Error enabling Image Optimization in Adobe Commerce
- Data Migration Tool troubleshooting
- Component dependency readiness check issues
- Cannot access Adobe Commerce on cloud infrastructure UI
- Vertex Address Cleansing: different addresses not allowed
- Changes to categories are not being saved
- Live Search displays out-of-stock products regardless of stock status settings in admin
- Adobe Commerce 2.4.0 known issue - Export Tax Rates does not work
- Magento Order Management System (OMS) for Adobe Commerce processing error
- Exact match search not working in Adobe Commerce 2.4.x
- Slow performance due to non-cacheable pages
- Cached images are not loaded after 2.2.X to 2.3.X upgrade
- 504 gateway time-out error when saving a category with 1k+ products
- Error message when adding sites into Security Scan
- Shared access troubleshooting
- Slow performance, slow and long running crons
- Error when validating the Fastly credentials
- Backup issues
- New customers not displayed in Customer grid after CSV import
- The Security Scan Tool report is blank
- Adobe Commerce 2.4.2-p1: invoice note with an incorrect value
- Cannot access the latest Adobe Commerce pre-release
- Admin passwords saved as plain text to actions log
- Index is locked by another process
- Diagnosing a data discrepancy
- Admin 2FA email notifications not being received
- Redirect back to the Commerce Admin login form with “Your current session has been expired” error
- Redis unserialize error setup:static-content:deploy
- Site in maintenance mode but available to customers
- git pull origin develop fails when updating the Adobe Commerce software
- Blockers launching on Adobe Commerce on cloud infrastructure
- PHP settings errors
- Redis issue delay Commerce Admin login or checkout
- Composer plugins issues when upgrading to Adobe Commerce 2.4.4
- PHP mcrypt extension not installed properly
- Adobe Commerce 2.3.6, 2.4.0-p1, 2.4.1 known issue: dotdigital login
- Cron job is stuck in “running” status
- .magento.env.yaml changes not shown in env.php after deploy
- Issues after disabling a module
- Offload non-regex redirects to Fastly instead of Nginx (routes)
- Adobe Commerce 2.4.0 known issue: Create New Order buttons missing
- laminas/laminas-escaper 2.7.1 causes error Adobe Commerce frontend and Admin pages
- 403 errors when accessing Site-Wide Analysis Tool on Adobe Commerce
- Advanced Reporting troubleshooter for Adobe Commerce
- Common PHP Fatal Errors and solutions
- Composer update fail on Adobe Commerce: Incompatible argument type
- Cannot delete the source or change its code
- Adobe Commerce 2.4.2 B2B: email template not updating email
- Manual order export to MOM fails. The Export Order button returns HTTP 404 error
- PWA Studio: browser not trust generated SSL certificate
- Troubleshooting 503 error caused by necessity to change default Varnish settings
- Redirect to parent environment when accessing new Integration environment
- robots.txt gives 404 error Adobe Commerce on cloud infrastructure 2.3.x
- Restricted admin access causing performance issues
- Cron tasks lock tasks from other groups
- Locked (grayed out) fields in Commerce Admin
- Cannot change Search Engine using Commerce Admin (Search Engine menu is inaccessible)
- Installation xdebug maximum function nesting level error
- Unable to save entity Adobe Commerce backend
- PHP version error or 404 error when accessing Adobe Commerce in browser
- Bundle options order is not updated by import
- Adobe Commerce 2.4.0: “Add selections to my cart” does not work
- MBI: Data discrepancies
- Custom server-side scripts not executed in pub media directory
- PHP version readiness check issues
- Cloud site is slow
- Error purging Fastly cache on Cloud (The purge request was not processed successfully)
- Custom SSL certificate expiration information
- PWA Studio: Validation errors when running developer mode
- Turn off hourly Amazon emails when using Adobe Commerce
- Invalidated cache causes response time degradation
- Github token issue and Composer key procedures
- Adobe Commerce 2.4.1 issue: unable to change Amazon account in Chrome
- ECE-Tools and patch update errors Adobe Commerce cloud infrastructure 2.2.x., 2.3.x
- PWA Studio: Webpack hangs before beginning compilation
- Install latest patches to fix Adobe Commerce Redis issues
- Resolve an illegal offset error
- GraphQL query to hide categories not work with B2B shared catalog
- Product status incorrect when created programmatically
- Fastly Error: Plugin VCL version is outdated! Please re-Upload
- Adobe Commerce 2.4.0: refresh on Customer’s Activities does not work
- The var/export folder permission issue Adobe Commerce on cloud
- Scheduled Content Staging updates not displayed with stale Fastly cache
- Troubleshoot cron
- Exported products .csv file does not appear
- “Class cannot be saved in the code directory” error
- Checking deployment log if Cloud UI has “log snipped” error
- Download fails because of changes in Composer
- ERROR: Warming up failed on Adobe Commerce on cloud infrastructure
- Cannot clone the Magento GitHub repository
- Live search catalog not synchronized
- Live Search dashboard and search result ranking is incorrect
- Live Search facets are not alphabetically sorted
- Customer profiles not appearing in Experience Platform
- PWA Studio: browser cannot resolve the .local.pwadev site
- Product Recommendations not shown in Page Builder
- Adobe Commerce Fastly troubleshooter
- High throughput AJAX requests cause poor performance
- PWA Studio: Browser displays “Cannot proxy to” error
- run setup:static-content:deploy deployed_version.txt issue
- Redirect back to the Commerce Admin login form with “Your account is temporarily disabled” error
- Google Analytics gets disabled after deployment
- Troubleshooting Adobe Commerce Intelligence account lockout
- Known issues that affect xdebug installation
- Unable to log in to Adobe Commerce support or cloud account
- Conflicting component dependencies
- Adobe Commerce Intelligence Service Policies
- New environments placed under production when pushed from Git
- Error after logging in to the Commerce Admin
- Magento Order Management System (OMS) for Adobe Commerce times out
- Drop shipping picks up wrong address
- Error purging cache in Commerce Admin
- Adobe Commerce 2.4.1: empty page when dotdigital Page Builder form saved
- Adobe Commerce cloud: reindex is terminated with Killed message
- Upgrade to version 10.0 DHL schema to continue offering DHL shipping
- Adobe Commerce status column missing exported products CSV file
- Cannot access New Relic on Adobe Commerce cloud account
- Modules missing from Adobe Commerce 2.4.4
- Former team members receive Adobe Commerce cloud notification emails
- New domain is redirecting to default domain
- Unable to add user to Adobe Commerce cloud project
- Cron stops due to misconfigured or missing OpCache settings
- The file can’t be deleted. Warning! unlink: No such file or directory error* from the Admin
- Admin login not working - allowed session max size exceeded
- Configuring Adobe Commerce Intelligence connection for existing cloud starter projects
- Google Tag Manager is broken by the Live Search widget
- Vulnerabilities found by third-party security scans should go to HackerOne
- Getting thousands of search results after upgrading from 2.4.2 to 2.4.5-p3
- Cannot change search engine in app/etc/env.php
- The Magento-cloud CLI doesn’t show an active environment
- SendGrid file limitation for Adobe Commerce Cloud
- Poor performance in integration environments
- Deployment
- Deployment fails: Elasticsearch and Adobe Commerce versions incompatible
- Deployment failed: unable to apply MDVA-43395 patch
- Deployment errors from enabling early-alpha Baler module
- The ‘Current version of RDBMS not supported’ error on deployment
- Deployment fails Fastly module incompatible Adobe Commerce version
- Environment redeployment failed or MySQL server gone away
- Deployment error: SQLSTATE[HY000]
- Deployment issues relating to account permissions and access keys
- Adobe Commerce deployment troubleshooter
- Error during deployment when upgrading to version supporting PHP 8.1
- E: Error verifying routes.yaml error during Staging or Production deploy
- Deployment fails with “Error building project: The build hook failed with status code 1”
- Adobe Commerce on cloud repo could not be accessed: 403 Forbidden or 404 Not Found error when deploying
- Deployment stuck with “Unable to upload the application to the remote cluster” error
- Deployment error: “error 7 while downloading … port 443: Connection refused”
- Deployment errors when committing incorrect files
- Deployment errors where patches not found
- Deployment failed on cache flush: “There are no commands defined in the ‘cache’ namespace” error
- Deployment fails with correct access keys in env:COMPOSER_AUTH or auth.json
- Known issues
- Adobe Commerce 2.4.7-p4 HIPAA 1.2.0 compatibility package Hotfix
- Security update available for Adobe Commerce - APSB25-08
- Backwards incompatible changes for GraphQL “placeOrder” API in Adobe Commerce 2.4.6-p8
- Security update available for Adobe Commerce - APSB24-73
- Guidance on securing your store and rotating encryption keys: CVE-2024-34102
- Security update available for Adobe Commerce - APSB24-61
- Troubleshooting Encryption Key Rotation: CVE-2024-34102
- Security update available for Adobe Commerce - APSB24-40 Revised to include isolated patch for CVE-2024-34102
- UPS shipping method integration migration from SOAP to RESTful API
- USPS Ground Advantage shipping method support hotfix for AC-9182
- Adobe Commerce 2.4.3-p2 - 2.4.5 security hotfix for CVE-2022-35698
- Adobe Commerce 2.4.4: Unable to create partial invoices
- Advanced search not showing the most relevant results
- Error when filtering orders in Admin
- Users not able to add product to cart if nothing selected in Allow Countries
- Adobe Commerce Admin URL location disclosed
- Admin can’t create order/reorder when Braintree payment enabled
- Packages downgraded after upgrading from 2.4.4 to 2.4.4-p1
- Order email sent from the server email address
- Adobe Commerce 2.4.6 error placing order from Admin panel
- salesRule label issues when upgrade from versions < 2.4.5
- JQuery UI security vulnerability CVE-2022-31160 fix for 2.4.4, 2.4.5, and 2.4.6 releases
- FedEx shipping method integration migration from SOAP to RESTful API
- Maximum number of cookies would be exceeded error in Adobe Commerce
- Increased execution time for all bulk asynchronous web endpoints post APSB25-08 security patch
- Customer group names, segments, and promotional rule information exposed via GraphQL
- Elasticsearch
- Falling back to Elasticsearch7 when search engine set to Opensearch
- Elasticsearch issues after Adobe Commerce cloud infrastructure 2.3.1+ upgrade
- ElasticSuite tracking indices causes problems with Elasticsearch
- Ensure Elasticsearch is installed properly
- Elasticsearch 5 is configured, but search page does not load with “Fielddata is disabled…” error
- Elasticsearch Index Status is ‘yellow’ or ‘red’
- Elasticsearch service not running
- MySQL and ElasticSearch show different results
- Elasticsearch is shown as the search engine despite OpenSearch installation
- Help Center Guide
- How-to
- How-to overview
- Adobe Commerce P1 Notification hotline
- How to include a team member in Support notifications
- How to obtain and apply security patches
- Checklist for setting up a new domain
- Restore a DB snapshot from Staging or Production
- Adobe Commerce Intelligence Essentials: update payment method or cancel subscription
- Adobe commerce Intelligence Training Video: SQL Report Builder
- Set cache TTL for images and other static content
- Provide discount for first purchase only (no coupons)
- Roll back environment without Cloud snapshot
- Log locations (directories) for Starter plan
- Reduce deployment downtime on Adobe Commerce on cloud infrastructure
- How to add a new country to Adobe Commerce
- Customize design configuration in the Commerce Admin
- Increase disk space for Integration environment on cloud
- Adobe Commerce on cloud infrastructure: CPU allocation calculation
- Update Shared Catalog prices using REST API
- Find large MySQL tables
- Sync data and files Production to Staging or Staging to Integration
- Check disk space using CLI on Adobe Commerce on cloud infrastructure environment
- Reset stuck Adobe Commerce on cloud infrastructure cron jobs manually
- Test Fastly on Production if a Live Site uses the same domain
- Static content deployment options to reduce deployment downtime on Cloud
- Identify and measure outages for Adobe Commerce on cloud infrastructure
- Change account owner for New Relic on Cloud
- Change Admin URL on Adobe Commerce on cloud infrastructure
- Enable Elasticsearch on Cloud
- Configure NPM to be able to use PWA Studio
- Rearrange cloud branches on Adobe Commerce
- How to find Adobe Commerce product documentation
- Redirect HTTP to HTTPS for all pages on Adobe Commerce on cloud infrastructure (Force TLS)
- Allocate more space for MySQL in Adobe Commerce on cloud
- Change increment ID for a DB entity (order, invoice, credit memo, etc.) on particular store
- Set up Fastly for Starter plan on Cloud
- Adobe Commerce Intelligence Training Video: Cohort Report Builder
- Upgrade MariaDB 10.0 to 10.2 for Adobe Commerce on cloud
- Reset environment on Adobe Commerce on cloud infrastructure
- MBI: Re-authenticating integrations
- Configure Fastly DNS settings on Staging and Production environments
- Log locations (directories) for Pro plan: Integration, Staging, Production
- Adobe Commerce on cloud: check if upsize for host’s instances is needed
- Bootstrap Adobe Commerce 2 in a sandbox script
- Adobe Commerce Intelligence Training Video: Filter Sets
- How to profile database queries in Adobe Commerce on cloud infrastructure
- Block malicious traffic for Adobe Commerce on Fastly level
- Create a patch for Adobe Commerce Composer installation from a GitHub commit
- Change Admin password on Adobe Commerce on cloud infrastructure
- How to request temporary Adobe Commerce on cloud infrastructure upsize
- View environment vCPU tier in your cluster on Adobe Commerce
- Adobe Commerce on cloud infrastructure: Check host’s CPU configuration
- Adobe Commerce on cloud: change authentication keys and redeploy
- How to create a “scrubbed” dump when requested by support agent
- MBI: Creating and editing advanced calculated columns
- Check disk space limit for Adobe Commerce on cloud infrastructure
- SSL (TLS) certificates for Adobe Commerce on cloud infrastructure
- Cannot access the latest Beta version
- Switch the Application mode
- How to log into Fastly account provided with Adobe Commerce on cloud infrastructure
- Display Adobe Commerce error report number instead of Fastly 503 error
- Reset a theme to defaults
- How to apply a composer patch provided by Adobe
- Check logs to troubleshoot 500 and 503 errors on Adobe Commerce
- Create database dump on Adobe Commerce on cloud infrastructure
- Third-party testing tips for Adobe Commerce on cloud infrastructure
- Access the Adobe Commerce Customer Support Guide
- How to subscribe to Adobe Commerce status updates
- How to update the cloud account profile
- Change current Adobe account email address to new address
- Adobe Commerce post-deploy is skipped because deploy was failed error.md
- How to change email address on magento.com account when the field is grayed out
- How to remove Magento Order Management
- Tech tips for Commerce holiday readiness
- How to bypass WAF for GraphQL requests
- Upgrade MariaDB 10.4 to 10.5 for Adobe Commerce on cloud
- FAQ
- FAQ overview
- Web Application Firewall (WAF) powered by Fastly: the FAQ
- Depreciation of Core Adobe Commerce Payment Integrations
- Can I install third-party applications on my cloud instance?
- Link Magento.com and accounts.magento.cloud account logins
- Fastly origin cloaking enablement FAQ
- Billing FAQ for Adobe Commerce
- Database auto_increment increment variable set to “3” Adobe Commerce on our cloud pro architecture
- Monitoring fact sheet for Adobe Commerce on cloud pro infrastructure
- Access New Relic services
- Web Content Accessibility for Adobe Commerce
- How many coupons can a customer use in Adobe Commerce?
- Support ticket Contact Reason descriptions
- Partner Adobe Commerce on cloud infrastructure sandbox requests
- Google Shopping ads Channel FAQs
- Adobe Commerce GDPR resources
- Base price change affect on shared catalog price
- Two-Factor Authentication in Admin Panel on Adobe Commerce FAQ
- Adobe Commerce support tools at a glance
- Backup (snapshot) on Cloud: FAQ
- FAQ for the 2024 and 2023 Adobe Commerce Release Strategy and Lifecycle Policy
- Can I schedule Content Staging updates for prices in a shared catalog?
- Adobe Commerce Security Scan Tool FAQ
- Adobe Commerce Software End of Support FAQ
- Do I need Fastly for a Headless Adobe Commerce site?