Error logs

The Error Log provides an overview of purchase errors and is used to identify and solve purchase-related problems as they occur. All the purchase errors appear in the Error Log Summary table of our web admin tool.

Field descriptions

The following fields are available on the Error Log Summary in our web admin tool:

Type of Error	Description
Date Created	Date and time the error occurred.
Error ID	Unique ID of the error that occurred.

View an error

To view an error in our web admin tool, complete the following:

1. In the main menu, select Manage > Search > Customers > Error Logs. The Error Log search opens.

2. Search for the error by picking a parameter, selecting an operator, and entering a term for the parameter.

3. Select the error line item you want to view within the search results.

Error types

There are four types of errors that display in the error log:

Type of Error	Description
Key generation failure	The license key couldn't be generated for one of several reasons. A license key generator is unavailable, a database is unavailable, or customer data is invalid. The license generator needs access to an internal database that is unavailable. The customer data is incompatible with the license generator. For example, the customer name or address is too long, or the data contains double-byte characters.
Key list failure	The license key list has no available license keys.
Notification failure	The notification cannot be sent because, for example, your notification credentials are invalid, or your FTP server is offline.
Payment transaction failure	Payment processing is delayed due to technical issues on the payment provider's side.
Salesforce sync error	Integration between Salesforce and Cleverbridge has failed (for example, due to a password change).

note

You can use the error log search feature in Commerce Assistant (CA) to find information about errors. For more information, see Error log.

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