Troubleshoot the Entria integration

Common problems and what to check when orders, imports, or notifications don't behave as expected.

Individual retrieval errors can be recorded while the shared job continues running. Therefore, a job status without error is not enough to confirm that all orders were retrieved. Provide support with the store code, order number, approximate time of the issue, and error text, but never the API key.

Problem	What to check / do
API key is missing	Enter the key through Set Connection Parameters and repeat Test connection.
Test connection returns 401 or 403	The administrator should verify the key and its access rights.
Server returns HTML/XML instead of expected data	Check the base URL without `/admin` or `/app`; if the error persists, the administrator should verify server routing.
HTTP requests are blocked in the test environment	The administrator should enable Allow HttpClient Requests for NP Retail.
No new orders are retrieved	Check all three activation switches, the connection, the import job, and Last Orders Imported At.
Only one order is missing	Check Order Import Failures, the external number, and whether the document already exists for the same store. The administrator should also check `custom_display_id`, BC synchronization status, and its change time.
The order exists, but the sales document was not created	Check Creation Status, the latest error, Ecommerce setup, and the sales-order processing job. Also check Process Retry Count: if it reached Max Doc Process Retry Count, the document left automatic processing and requires manual Process.
Process reports an error because Creation Status is already Created	A second sales document is not created. Check Related Sales Documents. If another stage has an error, check its status and use the relevant action.
Error mentions a missing item or an unrecognized line type	Check the item number and type setup, then align the identifier sent by the order with the integration administrator.
Error says only vouchers with partial payment application are allowed	The voucher type uses a payment module that is not allowed for online sales. Check Apply Payment Module on the voucher type.
Import works, but the timestamp does not advance	There may be no newer orders waiting for BC synchronization, or list retrieval/validation may have failed. Check the connection and error logging with support.
Timestamp advances, but an order is missing	Check Order Import Failures; an individual failure does not block timestamp advancement.
Failed import has Error or Skipped status	Correct the cause and use Requeue for Import. Moving the starting date backward does not restore attempts.
Requeue for Import does not run the import immediately	The action only schedules an attempt. Check the blocking message, the three activation switches, job status, and connection.
Payment data is missing	For an order with a non-zero amount, payment data is required. Monitor Pending and Next Retry At; if status changes to Error, correct the data and requeue the import.
Import job is missing	Use Configure Entria Order Import Job Queue and verify integration activation and job status.
Error mentions missing payment or tax data, or an invalid GUID identifier	The data is missing or invalid in the order itself. Forward the error to the Entria integration administrator to inspect the order payload.
429 or 5xx errors	The system automatically retries a limited number of times. If the issue continues, the administrator should check Entria server availability and limits.