Troubleshooting
Resolve the most common PrestaShop installation, connection, and synchronization errors.
Start in Modules > Module Manager, search for Fullmetrix, and open Configure. The message shown there usually identifies the problem.
Connection errors
| Message | What to do |
|---|---|
| Please enter a connection code. | Paste the complete code from the Fullmetrix onboarding. |
| Invalid code format. | Copy the code again. It must use the FMTX-XXXX-XXXX-XXXX format and contain no spaces. |
| Connection code not found. | Return to the active Fullmetrix onboarding and copy the current code. Make sure you are in the correct organization. |
| This code is already associated with another site. | Do not reuse a code from another store. Start a new store connection in Fullmetrix. |
| Connection error to Fullmetrix server. | Check DNS, outbound HTTPS, the PHP cURL extension, and firewall rules for fullmetrix.com. |
| The Fullmetrix module files are incomplete. | Download the connector again and upload the complete ZIP archive. |
The module is installed but not visible
- Open Modules > Module Manager.
- Clear the search and set the status filter to Show all modules.
- Search for
Fullmetrix. - If it is still missing, upload the original ZIP again.
Connected but data is not updating
- Open the module configuration and confirm that it still shows Connected.
- Check Sync activity. A recent Sync complete state confirms that the connector responded.
- Make sure the store is publicly reachable and not in maintenance mode.
- Allow Fullmetrix through Cloudflare, a web application firewall, or any bot protection in front of the store.
- In Fullmetrix, check the synchronization status before reconnecting the store.
Do not disconnect first
Reinstalling or disconnecting can hide the original error. Record the message and the approximate time before changing the connection.
Information to send to support
Send the following without including passwords or the connection code:
- PrestaShop version
- PHP version
- Fullmetrix connector version
- Exact error message
- Time when the error occurred, including time zone
- Whether the store is behind Cloudflare, a firewall, or maintenance mode
If you need to remove the integration, follow Disconnect or uninstall.