Troubleshooting

Start with checks that do not remove the app. Deactivating, uninstalling or reinstalling it can invalidate the Shopware credentials and make the diagnosis harder.

My extensions or Upload extension is missingCopy Anchor Link

Your Shopware role needs permission to view and maintain extensions. Ask the shop owner or another administrator to grant the rights or perform the upload and installation.

Open Extensions, then My extensions. The blue Upload extension button is at the top right. Shopware documents extension management in its My extensions guide.

Shopware rejects the ZIPCopy Anchor Link

1. Confirm that you selected the original Fullmetrix Shopware app ZIP, not an extracted folder or an archive for another platform.
2. Download a fresh copy if the archive may be incomplete.
3. Check that the store runs a supported version from Compatibility.
4. Check the maximum upload size on self-hosted stores if the upload stops before validation.
5. Record the exact Shopware message and contact Fullmetrix support if the same fresh ZIP is still rejected.

The app is installed but does not openCopy Anchor Link

Open Extensions, then My extensions, find Fullmetrix and check that the Active switch is on. If Shopware shows Install app, the ZIP was uploaded but the app has not yet been installed on this shop.

If activation fails, note the exact Shopware message. On a self-hosted store, check that APP_URL is the public HTTPS address, then clear the Shopware cache and retry once.

The connection code is rejected or the store does not connectCopy Anchor Link

• Copy the full Connection code from the intended organization in Fullmetrix.
• In Shopware, open Extensions, My extensions, click Configure on Fullmetrix, paste the code into Connection key and click Save.
• Check that the organization does not already contain a store from another platform.
• If the Shopware store was previously connected elsewhere, switch organizations in Fullmetrix and look for its existing card.

Do not share a Shopware app signature, access key, connection code or administrator password with support.

The store is connected but the import does not startCopy Anchor Link

In Fullmetrix, open Settings, then Integrations, and read the message on the Shopware card. Then check the following on Shopware.

1. The Fullmetrix app is installed and active.
2. The public shop address opens over HTTPS.
3. The configured APP_URL matches that address.
4. The server can make outgoing HTTPS requests.
5. Scheduled tasks and message queues are running.
6. A firewall or proxy is not blocking the Admin API or signed app requests.

After fixing the cause, use Resume on the Fullmetrix card when it is offered. Use Reset only when Resume is unavailable. Reset restarts the import progress and does not require reinstalling the app.

Data stopped updatingCopy Anchor Link

Compare the Last sync time on the Shopware card with the time of a recent order. If the app was inactive, activate it and wait for the next incremental sync. Fullmetrix checks for missed changes, so it is normally unnecessary to reconnect.

If a domain was changed or the store was copied, use Shopware's app migration choice. Migrate apps to new domain is normally correct for a permanent move. Copy apps to current domain creates a new app identity for a staging copy. Read Shopware's APP_URL guidance before choosing.

Numbers do not match ShopwareCopy Anchor Link

Differences usually come from order status exclusions, refund timing, taxes, shipping or time zones. Read Data accuracy before restarting a sync.

Manufacturers can feed the Brands report. Suppliers are different and require a usable product custom field because Shopware has no standard supplier entity.

What to send supportCopy Anchor Link

Use Contact support and include the following.

• The public store address and Fullmetrix organization name.
• The Shopware version and Fullmetrix app version.
• The name of the ZIP file you uploaded, without sending the archive itself unless support asks for it.
• The exact message and the time it appeared.
• Whether the store is Cloud, managed or self-hosted.
• Whether the domain or APP_URL changed recently.
• A screenshot with customer data and credentials hidden.

Never send an administrator password, an app secret or customer records.