Basic Troubleshooting


  • You have installed the extension
  • The CatchFeeder item appears in the menu bar
  • The page contains the button Connect To CatchFeeder, but when you do that the next page shows an error message, eg:

Error - Can't connect to Magento API at ...

The usual reasons for this error are these:

A firewall is blocking access to the Magento server

Your server might have configured a firewall or some other IP based filtering. If this the case you'll likely see an error stating any of the following:

java.lang.RuntimeException: Remote error: Connection timed out

java.lang.RuntimeException: Remote error: Connection refused (Connection refused)

To resolve this, please whitelist the IPs of our Production servers:  see here for a full list of Omnivore/CatchFeeder IP Addresses 

The above errors might also occur if the protocol (HTTP or HTTPS) is wrong, for instance, your server can only do http but the endpoint is entered as https, or vice versa. 

Invalid SSL certificate

If the endpoint is secure, ie uses https, make sure your SSL certificate is valid. A self-signed certificate is usually not enough.

An easy method to check the SSL certificate is to use the Qualys SSL Server Test

Pay attention to the expiration date and chain issues. 

Error - Access token is incorrect ...

The usual reason for this error is: The Magento "Integration" has been reset

From within your Magento administration page select "SYSTEM - Extensions - Integration" from the menu.

DO NOT CLICK "Reauthorize"

You should see one of the integrations created for you when you installed or updated the plugin.

  1. CityBeach Integration
  2. CityBeach
  3. CatchFeeder
  4. TradeRunner

From the list open "CityBeach Integration" by clicking on the information icon (i). If you haven't got that integration choose another name from the list to open.

Once you can see the "View CityBeach Integration Integration" page scroll down until you see "Access Token". Copy the value and keep it for later.

This access token should match what you saw after the error message. If it does not match, you will need to update the access token. You will need to visit your CatchFeeder account and log in with your email address and password, if you don't know your password use the "Forget password?" link. 


If you do not access CatchFeeder directly via a log in URL as per the above method you will need to put a ticket in to Support with your account name, issue and the access token you got from Magento so we can access your CatchFeeder account and update it for you.

Once logged in open the menu and go to Settings - Magento 2 Feed - General

On this page, you can set the new value for the access token and then click Update Settings

The Test Connection button can also be used to check the connection is working (but only after you have changed the access token and clicked the update button).

Error - Access token incorrect after upgrade to Magento 2.4.4

CatchFeeder normally works with the upgrade to Magento 2.4.4 however we occasionally see a problem with 'Allow OAuth Access Tokens to be used as standalone Bearer tokens'.  In new installations of Magento 2.4.4 this is disabled now by default.

If you have completed an upgrade to Magento 2.4.4 can you please login to Magento then go to Store - Configuration - Services - OAuth.

Please confirm that 'Allow OAuth Access Tokens to be used as standalone Bearer tokens' is set to 'Yes'.

Once done you may need to send us the new access token so we can update it in CatchFeeder on the Settings - Magento 2 - General page.

If you access CatchFeeder via a direct URL and you can log in directly to your CatchFeeder account using a username and password you can add the access token manually yourself.

Error - Connection ok but Import Failing

In CatchFeeder double-check that the following settings are correct in Settings - Magento 2 Feed - General:

  • Store > Order Store ID
  • Store > Store ID
  • Store > Store Code

If you are still stuck, please contact us with a full description and screenshots if possible of any errors, etc.

The screenshot should include the URL visible in the address bar and as much from the page as practical.

as practical.