FAQs and Troubleshooting
Check the source data in your Magento installation (either via the view order screen, or directly in the sales_order database table), and ensure that the Klevu > Developer Settings > Order Analytics > IP Address Field for Order Data is set to the field containing the correct data.
If neither Remote IP or X-Forwarded-For have the correct information, you may need to speak to your systems administrator about persisting and retrieving this data. Where the data is saved to a different field, or the wrong value from a default field is extracted, the processOrders.iterateOrders.processOrder.execute.extractEventData.createUserProfile.createRecord.ip_address pipeline stage should be modified to use a different extraction accessor, or the Configuration Context object updated to provide a different ---method name for the ip_address_accessor
I have integrated an established store with Klevu - why are none of my existing orders scheduled for sync?
Existing orders are not queued for sync during integration automatically. To sync historic data, please refer to the klevu:analytics:queue-orders-for-sync CLI command.
There are orders in klevu_sync_order which are never picked up (even if explicitly listed in CLI args)
There are a number of possible causes
- The order is in an excluded status (see Klevu > Data Sync > Order Analytics > Exclude Statuses From Sync - defined at store scope). Orders may be queued in any status, or move into that status before a sync has executed
- The order belongs to a disabled store, either through being forced into the queue or because the store was disabled in Magento before a sync executed
- The order belongs to a store with sync disabled, either through being forced into the queue or because sync was disabled for the store before a sync executed
- You are executing a CLI command with a combination of arguments (store id, sync status, and/or order id) which does not include all orders. This may be manually invoked, or as a replacement to the native cron job
- Another module has been developed or installed which affects the sort order or filters used when retrieving Order collections
