Frequently
asked questions.

    Common M1 Errors

    The agnoStack plugin continues to make use of the Zendesk developed Magento 1(M1) Extension to provide the connection between our app for Magento M1 and your Magento instance.


    As of September 7, 2020 agnoStack has officially taken over support of Extension from Zendesk and has just introduced a new 3.0.0 version that fixes many defects and introduces significant additional functionality. If you are not yet running version 3.0.0 (or higher) of the Extension, please upgrade it today at: https://github.com/agnostack/magento_extension/releases to continue to receiving ongoing support.


    You can find additional details around Extension versions and how to fix related errors at: Check your Extension version and Firewall settings.



    FAIL-ORDERS/FAIL-ORDER ERRORS

    If you see an error within the agnoStack plugin containing an Error Type of "fail-missing-endpoint-m1", this is usually related to having selected 3.0.0+ when configuring the plugin, however your Zendesk Extension installed on your server is still running an older version. If you are seeing this error, please ensure you have the latest version of the Extension installed.




    If you see an error within the agnoStack plugin containing an Error Type of "fail-order-m1", "fail-order" or "fail-orders", this is usually related to issues with the M1 Extension.




    FAIL-HTTPS-CERTIFICATE

    If you see an error within the agnoStack plugin containing an Error Type of "fail-https-certificate", this is usually related to having an invalid HTTPS certificate on your Magento 1 server (or that you are running an unsupported version of TLS).


    The agnoStack plugin leverages Zendesk’s built in secure proxy to access your Magento Extension’s API endpoints. Zendesk's proxy will only work to access the Magento 1 API when available over HTTPS (for security reasons) and as part of each request, they check to make sure that the TLS certificate on your server is valid.


    You can run a quick test of your domain at https://www.ssllabs.com/ssltest/analyze.html and see if it is showing any error information for your certificate. If there are errors in your certificate, please resolve them with your technical support team. If you still see an Error Type of "fail-https-certificate", email us at support@agnostack.com.




    Make sure there are no URL redirects in place

    For security purposes, Zendesk's built-in secure proxy used by the plugin to access the Magento Extension APIs does not support redirects.


    Make sure the store URL you have entered into the plugin points directly to your store, and is not relying on redirects at the CDN, network, or server. Having redirects in place will often result in "fail-orders" errors within the new app.


    The plugin will make requests similar to the following:


    https://<< YOUR ZENDESK SUBDOMAIN >>.zendesk.com/proxy/apps/secure/<< YOUR STORE URL >>%2Findex.php%2Fzendesk%2Fapi%2Fcustomers%2Fsomecustomer%40somedomain.com

    Any requests coming from https://<< YOUR SUBDOMAIN >>.zendesk.com/proxy/apps/secure and going to your Magento server at << YOUR STORE URL >>/index.php/zendesk/api/* must be able to come through without restriction (firewall or otherwise) and without any redirects.



    Ensure you use an https (TLS) domain for your store URL

    Your store URL within the new plugin's settings should start with https:// protocol. The http:// protocol is not supported.

    Learn more about agnoStack!