During initial setup, you may see an error message when trying to synchronise your product catalogue with Motive. While our support team is always notified of these incidents and reviews them as soon as possible, in some cases it may be necessary for you to take action to correct a synchronisation error.

We have listed the most common errors and their solutions, so you can synchronise your catalogue correctly and start enjoying Motive:

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Remember that you can always contact our support team (opens new window) if necessary.

Something went wrong

An unknown error occurred during the synchronisation of your product catalogue.

What can you do about it?

Attempt to synchronise your data again by clicking Try again on the synchronization page of the setup. If this doesn't work, contact us (opens new window).

What do we do about it?

Our technical support team is notified immediately. They investigate the issue, classify it, and take the necessary actions to prevent future issues.

Your site can't be reached

We could not access your website through the reverse proxy or load balancer.

What could be the cause of the error?

This error may have occurred because of one of the following reasons:

• In PrestaShop stores, if PrestaShop is in maintenance mode, the website may not be accessed at this time because the server is not ready to handle the request.
• The server, while acting as a gateway or proxy, received an invalid response from an inbound server that it accessed while attempting to fulfil the request.

What can you do about it?

If the error is PrestaShop-related, turn off Prestashop's maintenance mode, verify that you can access your site and try to synchronise your data again by clicking Try again.

If your e-commerce platform is WooCommerce or the error is not related to the Prestashop maintenance mode, reload your site and verify that you can access it from different devices. You may need to fix any gateway or proxy errors you find. If everything looks fine on your end, try to synchronise your data again by clicking Try again on the synchronisation page of the setup.

What do we do about it?

Our technical support team is notified immediately. They investigate the issue and fix the error if it is occurring on our end.

It's taking too long to connect to your site

The connection to your website timed out.

What could be the cause of the error?

This error may have occurred because the server did not get a timely response from the upstream server that it needed to complete the request.

What can you do about it?

Check server load status and increase the value of the timeout configuration. If everything looks fine on your end, try to synchronise your data again by clicking Try again on the synchronization page of the setup.

What do we do about it?

Our technical support team is notified immediately. Depending on the nature of the issue, we will configure the plugin to respond faster.

An internal server error has occurred

Something went wrong during your catalogue synchronisation.

What could be the cause of the error?

This error may have occurred because of one of the following reasons:

• The server encountered an unexpected condition that prevented it from fulfilling the request. This may be related to an error in the Motive Commerce Search plugin or another plugin on your e-commerce platform.
• The server is running out of memory.

What can you do about it?

Check the logs and fix any errors you may find. If the error is related to the server running out of memory, increase your PHP memory limits.

Once everything looks fine on your end, try to synchronise your data again by clicking Try again on the synchronisation page of the setup.

What do we do about it?

Our technical support team is notified immediately and takes any necessary steps to fix the error if it is occurring on our end.