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Magento 2 troubleshooting

Troubleshoot your Magento 2 integration.


For solutions to common issues, see also our Magento 2 FAQ.

If you are experiencing a problem with your Magento 2 integration, there are several ways how you can troubleshoot the issue yourself.

On this page, you'll find instructions on how to use the Magento logs for troubleshooting common issues.

Before you start troubleshooting using the logs, check if the issue might be related to caching, or any third-party plugins you are using.

Caching issues

The Adyen Payment plugin makes use of the Magento cache system to speed up some of the backend processes.

When troubleshooting, clear your cache storage and full page cache system, including accelerators such as Varnish. Not clearing the cache can result in payment methods not correctly showing up, or not working as expected.

Third-party Magento plugins

Our Adyen Payment plugin is often used in combination with other Magento plugins that can impact your checkout flow or the backend processes. Commonly used plugins are for example One Step Checkout, or modules that generate the Magento Order ID.
When troubleshooting our plugin, make sure to temporarily disable any third party plugins.

Magento logs

Errors are logged by Magento in the following files:

File Description
var/log/adyen/error.log Errors thrown by the Adyen plugin or the PHP library.
var/log/exception.log Errors thrown by Magento.

The var/log/exception.log file also contains non-Adyen-specific logs. If you have permissions to access exception.log, you can see Adyen-specific errors by using the following command:

grep -i adyen var/log/exception.log

Information about the plugin activity is logged in the following files:

File Description
var/log/adyen/info.log API requests and responses sent to and received from Adyen, in JSON format.
var/log/adyen/notification.log Notification webhooks received from Adyen.
var/log/adyen/cronjob.log Step by step overview of how notification webhooks are used to update the order status in Magento.
var/log/adyen/result.log The result of a 3D Secure 1 payment, after the shopper was redirected to verify the payment.

Order status is not updated

If the order status in Magento is not being updated, this is usually because the server is not receiving notifications, or because the Magento cron job is not processing them.

  • To check if you are receiving notifications, look into the var/log/adyen/notification.log. If this doesn't include the expected notifications, refer to Magento 2 does not receive notifications for possible causes and solutions.

  • To check if the Magento cron job is processing notifications, look into the var/log/adyen/cronjob.log. If you notice an issue, check your cron log.

Errors when placing orders

A common error thrown when placing an order is:

"Error with payment method, please select a different payment method"

This error can be thrown for several reasons. For more information on what caused the error, check the var/log/adyen/info.log for the /payments API response JSON.

Some common error scenarios are described below:

  "message":"Payment details are not supported",

If you find the above error, make sure that the payment method is set up correctly. If the issue persists, contact our Support Team.

  "message":"Billing address problem (StateOrProvince)",

If you find the above error, make sure that you send the StateOrProvince as part of the billing address.

Payment methods not showing up

If a payment methods is not showing up in your checkout, use the var/log/adyen/info.log to check the following:

  • Does the /paymentMethods API request include the correct country and currency combination for the payment method?
  • Is the payment method included in the /paymentMethods API response?

For more information, refer to Why are Adyen alternative payment methods not showing up in Magento?.

See also