Troubleshooting Guide

Common issues and solutions for the Pricing System.

Price Not Displaying

Symptoms

• Customer sees catalog price instead of custom price
• "My Prices" shows empty

Solutions

1. Check customer is logged in

   • Customer-specific entries require login
   • Group/context-based pricing can still apply for guests

2. Verify date validity

   • Check from_date and to_date
   • Ensure current date is within range

3. Check website scope

   • Verify website_id matches current store
   • Use 0 for all websites

4. Review priority settings

   • Higher priority may be overriding
   • Check price selection strategy

5. Clear caches

   php bin/magento cache:clean pricesystem_cache php bin/magento cache:flush

Wrong Price Calculation

Symptoms

• Price is incorrect
• Wrong tier applied

Solutions

1. Enable debug logging

   • Stores >Config > Pricesystem > Debug > Enable log: Yes
   • Check var/log/pricesystem.log

2. Check quantity tiers

   • Verify cart qty meets tier threshold
   • Review tier configuration

3. Review priority chain

   • Check all matching rules
   • Verify priority values

4. Test in incognito

   • Rule out browser caching

Import Failures

Symptoms

• CSV import fails
• Validation errors

Solutions

1. Check CSV format

   • UTF-8 encoding
   • Correct delimiter (default ,; match your import command/settings if overridden)
   • All required columns present

2. Verify data integrity

   • Valid product SKUs
   • Valid customer emails
   • Valid category IDs

3. Check for duplicates

   • Unique constraint violations
   • Remove duplicate rows

4. Review error log

   tail -100 var/log/system.log tail -100 var/log/exception.log

Performance Issues

Symptoms

• Slow page loads
• High database load

Solutions

1. Check cache status

   php bin/magento cache:status

2. Optimize cache lifetime

   • Increase cache TTL if prices change infrequently
   • Stores >Config > Pricesystem > Price Cache Lifetime

3. Index optimization

   • Ensure database indexes are present
   • Run reindex if needed

4. Review price rules count

   • Large numbers of rules impact performance
   • Consider consolidating rules

API Errors

401 Unauthorized

• Verify API credentials
• Check token expiration
• Confirm permission model for the endpoint type (integration ACL vs customer token vs anonymous context routes)

404 Not Found

• Verify endpoint URL
• Check API module is installed
• Confirm resource exists

500 Server Error

• Check var/log/exception.log
• Verify request payload format
• Check database connectivity

Common Error Messages

"Price not found for customer"

Customer has no assigned prices:

• Create customer price entries
• Assign customer to pricelist
• Check customer group pricing

"Duplicate entry"

Unique constraint violation:

• Check for existing price with same parameters
• Use UPDATE instead of INSERT
• Review (customer, product, qty, website, dates) combination

"Invalid date format"

Date parsing failed:

• Use YYYY-MM-DD format
• Ensure dates are valid
• Check locale settings

Debug Checklist

When troubleshooting price issues:

1. [ ] Correct customer context is used (logged-in customer for customer-specific prices, or guest/NOT_LOGGED_IN context where applicable)
2. [ ] Price entry exists in database
3. [ ] Date range is valid (or null)
4. [ ] Website scope matches
5. [ ] Quantity threshold is met
6. [ ] Priority doesn't conflict
7. [ ] Cache is cleared
8. [ ] Debug log is checked

Getting Help

If issues persist:

1. Collect debug logs
2. Note Magento and extension versions
3. Document steps to reproduce
4. Contact support at info@softwaresilo.io