Troubleshooting
Find the page that matches your connection, sync or numbers problem, and fix it without losing data.
This section helps when something between your store and Fullmetrix doesn't go as expected. A store that won't connect, a sync that stays stuck, an order that doesn't show up, a number that differs from your store admin. Each page starts from a visible symptom and tells you what to look at, then what to do.
Before you start
Almost everything can be read in one place. Open Settings, then the Integrations tab. In the E-commerce category, each connected store has its own card, with a colored dot, the Last sync date, any error message and the available buttons.
The dot color points you in the right direction right away.
| Dot | What it means | Where to go |
|---|---|---|
| Amber | The store is waiting for the module to be installed or for Shopify authorization | Connection and access issues |
| Blinking blue | A sync is running | Wait, then see Sync status |
| Green | Everything is fine | Missing or different data if a number surprises you |
| Red | The last sync failed | Synchronization issues |
| Orange | Automatic sync stopped after several errors | Synchronization issues |
Pages in this section
Connection and access issues
The store keeps waiting for the module, Shopify authorization doesn't complete, or the connection lost its access.
Synchronization issues
The import is slow or stuck, the card shows an error, or automatic sync is disabled.
Missing or different data
A recent order doesn't show up, a report is empty, or a total doesn't match your store.
Cloudflare and firewalls
Your site's protection blocks our calls. How to allow Fullmetrix step by step.
Contact support
Report a problem from the app, what to send us and what never to send.
Three rules that keep things from getting worse
Change one thing at a time, then check the result on the card. If you change three settings at once, you won't know which one fixed the problem.
Use the button the card offers. Resume continues from where the import stopped and is better than Reset, which puts the connection back to its starting state without deleting the orders already imported.
Don't use Disconnect to fix a problem. This button deletes the connection and every imported order from that store, and it can't be undone. You would then have to import everything again.
Disconnect deletes data
The Disconnect this store? confirmation window says so. The connection and all imported order data are removed, with no way back. Only use it if you really want to remove the store from Fullmetrix.
To understand how it works
If you want to know what happens between your store and Fullmetrix before troubleshooting, read the Data and synchronization section. Each platform also has its own troubleshooting page, for example PrestaShop or WooCommerce.