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Magento 2 troubleshooting

Troubleshoot your Magento 2 integration.

If you are experiencing a problem with your Magento 2 integration, there are several ways how you can troubleshoot the issue yourself. Before you contact our Support Team:

Step 1: Clear the cache

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.

Step 2: Disable third-party plugins

The 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.

Step 3: Check 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.

Step 4: Check common errors

FAQ

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

Use the Magento logs to troubleshoot common errors including:

Order status is not updated

If the order status in Magento is not being updated, this is usually because one of the following reasons:

  • The Magento 2 platform is not receiving, accepting, or storing the notifications in the database.
  • The Magento cron job is not processing the notifications, or is not updating the order status in Magento.

To debug, use the Adyen Customer Area, the notification logs, or the Magento Notifications overview.

Adyen Customer Area

In the Adyen Customer Area, you can verify if there are any issues with the endpoint.

  • Log in to your Adyen Customer Area and go to Account > Server Communication > Edit & Test > Test Configuration.

If you receive an error, some of the possible reasons are:

  • HMAC is not generated.
  • The notification username and password within the Magento required settings do not match the authentication credentials within Adyen. Mixing the live and test credentials usually causes this.
  • IP address validation or server issues (often results to a 302 or 401 error).

Notification logs

In the logs, you can check if Magento is receiving notifications and if the cron job is running.

  • 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.

Notifications overview

In your Magento admin panel, you can check if the notifications are queued.

  1. Go to System > Adyen > Notifications overview.
  2. If the notifications are queued and the Processing and Done columns are set to No, contact your technical team to restart the cron job.
  3. To pick up the queued notifications again, your technical team can also update the adyen_notification table to set the Processing and Done columns from 1 to 0. For notifications older than 5 days, you also need to update the creation date to less than 5 days.

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:

{
  "status":500,
  "errorCode":"905",
  "message":"Payment details are not supported",
  "errorType":"configuration"
}

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

{
  "status":422,
  "errorCode":"135",
  "message":"Billing address problem (StateOrProvince)",
  "errorType":"validation"
}

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?.

Step 5: Check for customizations

If you applied any customizations to the plugin, the error might be related to the customization. To make sure that your error is not a customization issue, check if it persists on a cleanly installed plugin. If you cannot reproduce the issue with a clean version, it is most likely a customization issue.

Step 6: Check our release notes

Check if your current error is a known issue in the plugin, and resolved in a later version. You can find the known issues and fixes either in our technical release notes on GitHub, or in our commercial release notes.

To find out which version of the plugin you are using:

  1. Log in to your Adyen Customer Area.
  2. Go to Transactions > Payments, and select the PSP reference of any payment.
    This opens the Payment Details page.
  3. Go to the Application Info section.
    The plugin version is shown under Payment Device Version.

Alternatively, you can look into the var/log/adyen/info.log to see the merchantApplication.version sent in every API request.

Step 7: Check open issues in GitHub

Go to the open issues in our GitHub, and see if there is an open issue related to your error. If that’s the case, you can leave a comment there to have direct contact with our dev teams.

Step 8: Contact us

If the problem still persists after you've followed the above steps, you can either:

  • Create a GitHub issue if you found a bug.
  • Contact our Support Team, providing your plugin version and other relevant information, for example screenshots or logs.

See also