Troubleshooting

Below are some issues you may run into when setting up and managing your Blaze integration. For each instance, the steps to rectify the issue are provided!

Information has stopped syncing from the integration

There are many reasons why one or all of the integrations syncs would stop working. Often times this is the result of a change made to Blaze data structure or the result of a data security precaution. The following steps can be taken to fix the issue:

  1. Make sure the integration configuration is Active. If this box is not marked, Blackbird will pause sharing data with Blaze.

  2. Ensure the correct functionality is enabled. For example, if the product sync functionality is not enabled there will be no product updates through the integration. To confirm if a sync is enabled, navigate to the Blaze Integration config and check the syncs at the bottom.

  3. Check the integration Activity Log. This can confirm that the syncs are not working and will provide further detail into the error or problem.

  4. If none of these are the problem, please reach out to Blackbird Support with examples of the inventory in question, what room it is in and what you are expecting to see happening.

Inventory coming through the integration is incorrect

  • Inventory that should be available for sale is not pulling through the integration.

  1. Has it been 5 minutes since the inventory was added to Blaze? The product sync runs every five minutes, so if this inventory was just created or updated in Blaze, it might take a few more minutes to see it come through to Blackbird.

  2. Check the integration activity log to ensure the product sync has been happening successfully. If there are errors in the activity log, this is likely the problem.

  3. If none of these are the problem, please reach out to Blackbird Support with examples of the inventory in question, what room it is in and what you are expecting to see happening.


Orders are not being submitted to Blaze

  1. Confirm the order push functionality is enabled. If the client does not have this enabled, orders will not be pushed to Blaze.

  2. Check the Activity Log for errors. If there is an error message relating to a ‘Gateway Timeout’, the problem may be fixed by going in to Admin and manually re-submitting the order. If there is an error relating to ‘Unauthorized’, there may be an issue with the client’s integration credentials. In this case the client may need to reach out to a Blaze representative to confirm their Access key is correct.

  3. If none of these are the problem, please reach out to Blackbird Support.

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