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MAM troubleshooting

What the connection statuses mean, why an order is held or failed, how to send it again or record it as entered by hand, and the messages syncs and settings can show.

Reference8 min read

Each entry starts with what you see, then why and what to do. For how the integration works, see The MAM integration.

Connection status

OK
What it means
The last sync or check worked.
What to do
Nothing.
Degraded
What it means
A recent sync failed, but not three in a row.
What to do
Look at the sync log for MAM's message. It often clears by itself.
Down
What it means
The last three syncs failed. Admins and Editors got a notification.
What to do
The shop keeps selling from the last synced stock and prices, and orders wait in the queue. Check that MAM is running and that the address, user name and password are right, then select the connection check.
Off
What it means
The integration is switched off. Nothing calls MAM.
What to do
Switch it on when you are ready.

The connection check asks MAM whether it is up, without changing anything, and shows how long MAM took to answer.

Check connection

Check connection on the Settings tab tries the values in the form, step by step, and stops at the first that fails. What a cross means:

Address
Message
"MAM could not be reached" or "There are no seller services at this address"
What to do
Check the address with MAM Software, including the part after the server name, such as /SellerServices/SellerServices.asmx.
Address
Message
"MAM did not answer within 8 seconds"
What to do
Check the address, or raise Wait for MAM under Technical.
Address
Message
"MAM answered ... instead of saying it is up"
What to do
The seller services answer but aren't ready. Ask MAM Software.
SOAP version
Message
"MAM answered neither SOAP 1.2 nor SOAP 1.1" or "MAM did not take SOAP 1.2"
What to do
Set SOAP version to Automatic, or ask MAM Software which version your seller services use.
User name and password
Message
"MAM did not accept the user name or password"
What to do
Check both with MAM Software. After changing the address, type the password again.
Account
Message
"MAM answered, but has no account NW1001"
What to do
Check the number. If the account does exist, the user may not be allowed to see it.
Supplier ID, sender ID and component
Message
"MAM did not take the message"
What to do
Check the supplier ID, sender ID and component name with MAM Software, written exactly as they gave them.

A step marked "not checked" needs more to go on, such as an account or a part number.

Orders that are held

An order shows Held when Commerce Orbit didn't send it, because MAM would refuse it anyway, or when Hold orders that fail is on and the order couldn't be sent at the first try. The order's history says why. Orders held because something is missing:

  • "There is no MAM account for this customer and no web account in the MAM settings": the customer's company isn't linked to MAM, and no web account is set. Add a web account under the MAM settings, or link the company. See Customers and companies.
  • "Storm shell jacket has no MAM part number": a product on the order has no part number. Add it to the product, or to the variant if the product has sizes or colours. See Products.

With Hold orders that fail on, a held order shows MAM's reason, such as "MAM did not answer in time", and Admins and Editors get a MAM order notification. Check whether MAM has it before doing anything; sending again checks this too.

The order keeps the lines it was placed with, so after fixing the product or the problem in MAM, send the order again from the order page. If it is still held, the history says what is still missing.

Orders that failed

An order shows Failed when MAM refused it, or didn't take it after 10 tries. Admins and Editors get a MAM order notification with the reason. MAM's reasons include:

  • "MAM does not know the account NW1004": the account number is wrong, or the account was closed in MAM
  • "The account NW1003 is on stop in MAM": MAM won't take orders for the account until it is taken off stop
  • "MAM does not know the part NW-TIND-2-TENT": the part number on the product isn't in MAM
  • "Add the supplier ID and sender ID from MAM Software to the MAM settings": orders can't be addressed in MAM without them. Add them under Settings, Connection, Identities, then send the order again
  • "MAM did not answer in time" or "MAM could not be reached", followed by "Commerce Orbit tried 10 times": MAM was down for longer than the tries lasted

What to do:

  1. Fix what the reason says, in MAM or in Commerce Orbit.
  2. Open the order and send it to MAM again. Commerce Orbit first checks whether MAM already has a document for the order, so it is never entered twice.
  3. If you entered the order in MAM yourself, record it instead: select Entered in MAM by hand and type MAM's document number. The order shows In MAM with that number, and Commerce Orbit stops trying to send it.

Sending again says "MAM already has this order as BO1042" when it is already in MAM, and "MAM is off, or this kind of order isn't sent to MAM" when the integration is off or set not to send this kind of order, such as card orders.

Orders not sent at all

An order with no MAM status wasn't queued. That happens when the order was placed while MAM was off, when sending orders was switched off, or when it was paid by card and card orders aren't sent.

When MAM is on and sending orders is on, the Orders to MAM tab of the MAM integration lists the orders from the last 30 days that never went to MAM and aren't cancelled; card orders only when card orders are sent. Send to MAM queues them all, and they go like any other order, with the same check against doubles. Older orders, or a single one, you send from the order page.

A cancelled order is taken out of the queue. If MAM already had it, cancel it in MAM too.

Syncs

"12 parts were not found in MAM"
Why
Those part numbers don't match a part in MAM exactly. The sync shows Partial; the other parts were updated.
What to do
Check the part numbers, including hyphens and spaces.
"MAM did not answer in time"
Why
MAM took longer than Wait for MAM, 8 seconds unless you changed it.
What to do
Usually MAM is busy. The next sync tries again. On a slow line, wait longer.
"MAM could not be reached"
Why
The address is wrong, or MAM or its network is down.
What to do
Check the address with your MAM partner.
"Turn MAM on first"
Why
Sync now while the integration is off.
What to do
Switch it on.
"Add the MAM address, user name and password first"
Why
Live mode without all three.
What to do
Fill them in under Settings, Connection, or use the sandbox.

Stock and prices look wrong

  • Stock shows 0 but MAM has some: MAM may report stock at another branch. Check which MAM branch each location has. See Stock and locations.
  • Stock shows 0 and MAM shows a negative number: MAM's stock below zero is kept as it is and shown to shoppers as none.
  • A stock change you made disappeared: for products with a MAM part number, MAM's stock replaces yours at every sync.
  • A company paid the price list price, not its MAM price: MAM didn't answer at checkout in time, and the price shown before was older than the time answers are kept. The order's history says "MAM didn't answer in time, so the price list was used for some lines".
  • A signed-in trade customer sees "Standard price": MAM didn't answer within Wait on a page for. The page tries again when it is opened next, and after a failure MAM is left alone for 30 seconds. Check the connection status.
  • A trade customer sees your normal prices with no note: they aren't signed in, their company or they aren't linked to a MAM account, Account prices from MAM is off, they chose another currency than your main one, or the product has no part number. Test as this customer on their page shows what they see.
  • "Your account price changed since it was shown" at checkout: MAM's price changed while the customer shopped. They see the new total and place the order again.

Linking a company or customer

  • "MAM has no account NW1004": MAM doesn't know the number. Check it in MAM.
  • "MAM can't check the account right now": MAM couldn't be reached. Try again later.
  • "MAM account numbers have up to 11 characters": use the number as MAM shows it.
  • A customer typed an account number in the shop: it does nothing until you approve the request on their page. Make sure the account holder agrees first.

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Read next

The MAM integrationConnect Commerce Orbit to MAM Software for stock, prices, trade accounts and orders, try it with the sandbox first, and know what happens when MAM is slow, down or switched off.OrdersHow an order moves from checkout to paid, sent and done, what each payment, sending and MAM status means, and how to find an order and read its history.Customers and companiesCustomers are added from their orders or make an account in the shop. Companies give business buyers a VAT number, a price list and invoice terms, and a MAM account gives signed-in buyers their own live prices and stock.ProductsAdd products with options and variants, SKUs, prices in each currency, compare-at prices, images, specifications, SEO text and translations, and choose when they are for sale.NotificationsWho hears about new and cancelled orders, failed payments, refunds, disputes, low stock, MAM problems and requests to link a MAM account, and how to choose which ones are also emailed to you.