Error Due to Incorrect JSON

Objective

This document provides a comprehensive guide to diagnose and resolve synchronization issues related to order import errors caused by special characters in notes and incorrectly formatted email fields.

Common Scenarios

1. Order import fails in HotWax Commerce OMS due to special characters in the "Note" field. Such as 🌟 👍 😊 or miscellaneous characters.

2. Order import fails in HotWax Commerce OMS due to incorrectly formatted email addresses. Such as name#example.com or name@#example.com, etc.

Common Error Messages:

• "Rollback called in Entity Engine SQLProcessor java.lang.Exception"

• "E-mail address not formatted correctly, must be like: name@domain"

Step-by-Step Troubleshooting Process

Verify If Issue Exists

1. Access OMS:

   • Navigate to HotWax Commerce OMS and log in with your user credentials.

   • Go to the MDM page from the hamburger menu and click on EXIM > MDM > Shopify order mdm.

   • Check the Import Results in the Shopify order mdm page for any failed records.

2. Check Shopify Logs:

   • Review Shopify Plus logs or feeds for specific error messages related to the failed import.

Diagnose the Issue

1. Identify Failed Order:

   • Find the order that failed to import by looking at the error messages in OMS.

2. Download JSON File:

   • Append /json to the order URL in Shopify to download the JSON file of the failed order.

3. Inspect "Note" and "Email" Fields:

   • Open the JSON file and locate the note key. Check for any special characters, emojis, or miscellaneous symbols.

   • Locate the email key and verify that the email address follows the standard format (e.g., name@domain).

Resolve the Issue

1. Remove Special Characters and Correct Email Format:

   • Edit the JSON file to remove any special characters from the note field.

   • Correct the email address to adhere to the standard format.

2. Save Edited JSON:

   • Save the changes made to the JSON file.

3. Re-import Order:

   • If an error is resolved within the job execution time (generally 15 minutes), the import order job should automatically import the order.

   • Otherwise, manually import the order by navigating to MDM / EXIM > MDM > Shopify orders mdm, select Shopify Config, upload your JSON or CSV file using the Upload File field, and run the job.

4. Verify Successful Import:

   • Ensure the order is successfully imported without errors.

By following these detailed steps, you can effectively troubleshoot and resolve synchronization issues between HotWax Commerce and Shopify, ensuring a smooth and error-free order import process.

This issue is handled in [Release 5.9.0](https://docs.hotwax.co/integrate-with-hotwax/oms-release-versions/oms-release-versions)