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ThemeWare® Debugging

Debugging in Shopware 6 Self-managed

The following steps for troubleshooting differ depending on whether the issue occurs in the administration or in the storefront. Therefore, please indicate in this step in which area your issue occurs.

In which area does the issue occur?

Does the issue occur in the administration or in the storefront?

Storefront Administration

Solve known issues yourself (SW6 Cloud)

Please have a careful look at the following articles from our Knowledge Base. Chances are very high that you will find your issue here and be able to solve it yourself easily and without waiting:

Common issues in the storefront
Couldn't you solve the issue with the articles?
Next

Updating the storefront (SW6 Cloud)

Most issues in the storefront result from an outdated cache. An incorrectly compiled theme can also lead to appearance issues. Therefore, in case of issues or appearance issues, please always refresh the Shopware storefront first. This can be done quickly and easily with just a few clicks:

Updating the storefront
  1. Compile the theme:
    1. Switch via the main navigation to the "Theme Management" ("Content" => "Themes")
    2. Open the theme configuration of your ThemeWare® theme
    3. Save the configuration once unchanged
    4. The theme is now being compiled and transferred to the storefront
  2. Reload website and browser cache:
    • Then reload the page on which the issue occurred in your web browser with a cache refresh:
      • Windows: CTRL + F5
      • Mac: Command + Shift + R

The storefront has now been refreshed.

Does the issue continue to occur?
Next

Fix already solved issues (SW6 Cloud)

To ensure that any issues have not already been resolved with an update, it makes sense to update Shopware, all Extensions (Apps or Plugins) and ThemeWare® itself to the latest version.

Update the entire shop
  1. Update all Extensions (Apps or Plugins) to the latest version:
    1. Navigate via the main navigation to the "Extension Management" ("Extensions" => "My Extensions")
    2. Check the tab "Apps" if there are any updates available
    3. Update all relevant apps
  2. Update ThemeWare® to the latest version:
    1. Check in the tab "Themes" if there is an update for ThemeWare®
    2. Check in the Changelog if there is an update for ThemeWare®
    3. Aktualisiere ThemeWare® gegebenenfalls
Does the issue continue to occur?
Next

Fix update issues (SW6 Cloud)

In rare cases, issues arise because files from Extensions (Plugins, Apps or Themes) have not been completely transferred to the storefront. In the case of ThemeWare® this can be solved with a "Soft Reset".

Performing a ThemeWare® Soft Reset:
  1. Assign the Shopware default theme:
    1. Navigate via the main navigation to your sales channel ("Sales Channels" => "..." => Tab "Theme")
    2. Please assign the Shopware default theme to the appropriate sales channel
  2. Deactivate (do not uninstall!) ThemeWare®:
    1. Switch via the main navigation to the "Extension Management" ("Extensions" => "My Extensions")
    2. Switch to the tab "Themes"
    3. Deactivate ThemeWare® via the switch button on the left of the ThemeWare® logo
  3. Activate ThemeWare®:
    1. Activate ThemeWare® via the switch button on the left of the ThemeWare® logo
  4. Assign ThemeWare® to your sales channel:
    1. Switch via the main navigation to the sales channel of your storefront in the section "Sales Channels"
    2. Switch to tab "Theme"
  5. Reload website and browser cache:
    • Then reload the page on which the issue occurred in your web browser with a cache refresh:
      • Windows: CTRL + F5
      • Mac: Command + Shift + R
Does the issue continue to occur?
Next

Isolate the issue (SW6 Cloud)

To check whether an issue could be related to ThemeWare® at all, it is sufficient to assign the Shopware default theme to your sales channel. Just follow the instructions below:

Check Shopware default theme
  1. Assign the Shopware default theme:
    1. Navigate via the main navigation to your sales channel ("Sales Channels" => "..." => Tab "Theme")
    2. Please assign the Shopware default theme to the appropriate sales channel
  2. Reload website and browser cache:
    • Then reload the page on which the issue occurred in your web browser with a cache refresh:
      • Windows: CTRL + F5
      • Mac: Command + Shift + R
Does the issue continue to occur?

If the issue continues to occur – even without ThemeWare® – 99.9% of the time it can be assumed that ThemeWare® is not the cause and that there is a fundamental problem in Shopware or with an extension. Click on the following button to find out how you can proceed to solve the problem:

The issue continues to occur

Does the issue no longer occur?
Next
Individual support

We will also be happy to support you even if ThemeWare® is not causing the issue. Please note that in this case support may be subject to a charge. Request an offer

Isolate the issue (SW6 Cloud)

In this step you check whether the issue is caused by a customisation. Please follow the steps below:

Check individual customisations
  1. Exclude theme duplicate (if used):
    1. Navigate via the main navigation to your sales channel ("Sales Channels" => "..." => Tab "Theme")
    2. Please assign the original ThemeWare® theme to the appropriate sales channel
  2. Exclude individual customisations (if used):
    1. Navigate via the main navigation to the Extension Managment ("Extensions" => "My Extensions" => Tab "Apps")
    2. Deactivate the ThemeWare® Customising Plugin (or similar extensions)
  3. Exclude individual code:
    1. Now switch to the "Theme Managment" ("Content" => "Themes") via the main navigation.
    2. Open the theme configuration of the original ThemeWare® theme
    3. Deactivate the "Expert mode" (Tab "More" => Section "Expert Settings")
    4. Save this change ("Save" button)
    5. The theme is now being compiled and transferred to the storefront
  4. Reload website and browser cache:
    • Then reload the page on which the issue occurred in your web browser with a cache refresh:
      • Windows: CTRL + F5
      • Mac: Command + Shift + R
Does the issue no longer occur?

If the issue no longer occurs, ThemeWare® is not the source of the issue and there is an issue with your customisations. Click on the following button to find out how you can proceed to solve the problem:

The issue no longer occurs

Does the issue continue to occur?
Weiter
Individual support

We will also be happy to support you even if ThemeWare® is not causing the issue. Please note that in this case support may be subject to a charge. Request an offer

Isolate the issue (SW6 Cloud)

In this last step, you check whether the issue is caused by an extension. Since it is impossible to predict if and which extension is causing the issue, it is important to disable all active extensions - even if you have a guess. Please follow the steps below:

Check extensions or plugins
  1. Deactivate extensions:
    1. Navigate via the main navigation to the Extension Managment ("Extensions" => "My Extensions" => Tab "Apps")
    2. Deactivate (do not uninstall!) all active extensions
  2. Reload website and browser cache:
    • Then reload the page on which the issue occurred in your web browser with a cache refresh:
      • Windows: CTRL + F5
      • Mac: Command + Shift + R
Does the issue no longer occur?

If the issue no longer occurs, ThemeWare® is not the source of the issue and there is an issue with an extension or plugin. Click on the following button to find out how you can proceed to solve the problem:

The issue no longer occurs

Does the issue continue to occur?
Weiter
Individual support

We will also be happy to support you even if ThemeWare® is not causing the issue. Please note that in this case support may be subject to a charge. Request an offer

Solve known issues yourself

Please have a careful look at the following articles from our Knowledge Base. Chances are very high that you will find your issue here and be able to solve it yourself easily and without waiting:

Common issues in the administration
Couldn't you solve the issue with the articles?
Next

Fix update issues (SW6 Cloud)

In rare cases, issues arise because files from Extensions (Plugins, Apps or Themes) have not been completely transferred to the storefront. In the case of ThemeWare® this can be solved with a "Soft Reset".

Performing a ThemeWare® Soft Reset:
  1. Assign the Shopware default theme:
    1. Navigate via the main navigation to your sales channel ("Sales Channels" => "..." => Tab "Theme")
    2. Please assign the Shopware default theme to the appropriate sales channel
  2. Deactivate (do not uninstall!) ThemeWare®:
    1. Switch via the main navigation to the "Extension Management" ("Extensions" => "My Extensions")
    2. Switch to the tab "Themes"
    3. Deactivate ThemeWare® via the switch button on the left of the ThemeWare® logo
  3. Activate ThemeWare®:
    1. Activate ThemeWare® via the switch button on the left of the ThemeWare® logo
  4. Assign ThemeWare® to your sales channel:
    1. Switch via the main navigation to the sales channel of your storefront in the section "Sales Channels"
    2. Switch to tab "Theme"
  5. Reload website and browser cache:
    • Then reload the page on which the issue occurred in your web browser with a cache refresh:
      • Windows: CTRL + F5
      • Mac: Command + Shift + R
Does the issue continue to occur?
Next

Check licence domain and support authorisation

You get free support and free updates for ThemeWare® for 12 months from the time of purchase. After expiry of the 12 months, you can extend the subscription via your Shopware account. Of course, you can also continue to use the extension to its full extent without extending the subscription.

The subscription is already included in an ongoing rental.

What is the licence domain for your ThemeWare®theme?

In this step we check whether you have an active subscription for ThemeWare®.

Next

Create support ticket

In order to process your request, we need you to describe as precisely as possible what the issue is and how it can be reproduced. You can also attach up to three screenshots or other files.

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