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Troubleshooting

The "Ingram Micro" group is missing on the purchase order

The order is not addressed to the vendor from Ingram Micro Setup — or no vendor is set there.

"The connector is not active"

Module INGRAM-MICRO has no license or running demo, or the supplier INGRAM-MICRO is not Enabled in the Supplier List. Both apply in a sandbox too — a sandbox is only not billed. See Licensing.

A line has no Ingram part number

The item has neither Ingram supplier data nor an entry in the item vendor catalog of the Ingram vendor, and the purchase line has no Vendor Item No. Import the price list for the manufacturer, or enter the Ingram part number in the item vendor catalog.

A message names the Client ID or the Client Secret

The credentials are missing. The message leads to Ingram Micro Setup; enter them there and check with Test Connection.

The connection fails although the credentials are right

  • Are Customer Number and Country Code right? Ingram checks both on every request.
  • Were the credentials issued for live or for the sandbox? Set Use Sandbox accordingly.
  • After changing the credentials, use Clear Access Token so no old token keeps being used.

The order stays "Submitted" for a long time

Ingram assigns the order number asynchronously, usually within minutes. If Ingram still knows no order under your purchase order number after 48 hours, the sync sets the Ingram order to Error and writes the reason into Last Error Message — Ingram has then most likely turned the order down.

Check in the Ingram portal before transmitting the purchase order again. The new transmission asks Ingram for an existing order first anyway and links it if there is one after all.

"Ingram Micro already holds order … for purchase order …"

On transmission the connector found an existing Ingram order under your purchase order number and linked it instead of ordering twice — typically after a timeout where Ingram had taken the order anyway. Nothing to do.

The price list import reports "no article"

The file was empty or truncated. The run then counts as failed and nothing was set to draft. Check with Test Connection in the import definition and repeat the import once Ingram has published the file again.

The availability import reports "no known article"

Availability only updates articles from the price list. Run the price list first and check the manufacturer selection.

Many articles show a stock of 10,000

Ingram reports this value as a ceiling, not as real stock. Set a Stock Quantity Cap if your shops should not show such high quantities.

An invoice is not posted automatically

See Invoices: the option is off by default, the matching found a deviation (often a missing item charge), it is a credit memo, or no goods receipt has been posted yet.

Can I change or cancel a transmitted order?

Not through the connector — the Xvantage API offers no endpoint for it. Settle it with Ingram; the next sync takes over the new quantities or the status Cancelled.

The sync job does not run

  • Is Enable Auto Sync set and the job started with Create/Update Job Queue? After installation it is on hold.
  • Is the time within the window Monday to Friday, 06:00 to 20:00?
  • Is the connector enabled and licensed?