Xeroom Support

Getting Help

We aim to respond within 2 working days so please send a reminder as we are fallible and sometimes miss a ticket.  If your annual licence has expired please renew it to get another year’s support. If your licence was purchased via somebody else in your company please include the original purchaser’s name and company with yours.

1.Common issues – Please read the most common issues listed below or search our forum below for an immediate answer.

2. Use the latest releases – Update your system to have the min latest versions below of all the key components to see if it resolves the issue.  We do not support earlier versions:

    1. Xeroom – 2.0.8
    2. WordPress – 5.4
    3. Woocommerce – 4.1
    4. php – 7.2 or 7.3 (7.4 is not supported yet)

3.  Plugin & theme conflicts – With dozens of Woo related plugins being used we cannot guarantee that Xeroom will work with any of them.  Xeroom is coded to a high standard by WP Riders who are one of the best specialist developers of Woo plugins around but this is not the case with many others which inevitably can causes issues.  To identify any conflicts try using the default theme and disabling any Woocommerce or Xero related plugins that might be affecting orders and their content. We recommend setting up a clone of your site for testing purposes.  This will also prove useful should we need to login to try any fixes as we will not change anything on a live site.

4. Debug Screen – Always check this as a first port of call as Xeroom feeds back any error messages from Xero and displays them here.  They may not always be what they appear but please take a screenshot and include when contacting support.

Open a Support Ticket

Before opening a ticket please follow the steps above.   We are not mindreaders so please provide as much info as possible so we can help you!  To open a ticket click on the “Support” widget in the bottom right hand corner and filling in as much info as possible so we can quickly understand your issue and help you. Please include the following:

  1. Xeroom and Woocommerce version nos.
  2. Brief explanation of the issue and what triggers it.
  3. How often is the issue occurring?
  4. Screenshots of the Xeroom debug page, Xeroom settings pages, the Woocommerce order and any error messages or behaviour or results in Woocommerce or Xero.
  5. You Xeroom licence key and name of purchaser if not you.

 

Pre-Sales Questions

Search our forum below and if not answered then send a brief email to: [email protected] with the word Presales (along with the rest of your title) in the subject.

Note: To keep our licence prices low we do not do free presales phone calls, presentations, installations, troubleshooting or fixes – these are available for a low-cost fixed-price paid service in our shop.

 

Frequently Asked Questions

Version 2.1.0 Known Issues 

  1. Variable products with more than 2 attributes not passing the attribute detail to Xero.

Xero Connection Dropped – “AuthenticationUnsuccesful Instance”

On 6th August 2020 many of our Australian customers had their connections drop meaning that Xeroom could not push any info into Xero.  This necessitated a connection reset. This is a simple task, just go to your Xero settings/connected apps and disconnect the Xeroom app.  Then in Xeroom click on the Authorise button and select the same Xeroom app in order to reconnect. The same credentials will still work.   Here is an example of the full error message in debug:

{“Type”:null,”Title”:”Unauthorized”,”Status”:401,”Detail”:”AuthenticationUnsuccessful”,”Instance”:”3dd41297-8a63-441d-a616-2301a5f9314e”,”Extensions”:{}}.  This error will trigger if your Xero permissions are changed for the person who created the app – more info here.  We have contacted Xero support for more info.

Installation Errors

To install Xeroom on your site just download the plugin zip file from the link below to your pc.  Then go to Plugins/New/Upload/Choose File Then pick the downloaded zip file /Upload and it should install.  Enter this and then click activate which will give you a green success message.

If you deleted a previous install to reinstall the new install will fail if the old files and xeroom directory have not been deleted so check if you get an error saying installation failed.

Your licence has expired
The licence is checked every time an order is posted to Xero.  If your licence has expired or the server cannot connect to ours for any reason eg a comms error then it will try again and then time out so that the customer is not delayed at the checkout.  The order will not be posted and an error message given on it.  Try posting the order manually from the orders screen to see if it persists.  Check your licence validity if it does.  You can also email us to check whether it has.  We are resolving this by developing a once/day check and 7-day timer so you can have 7 days of no connection before it stops working.

oauth_problem=signature_invalid&oauth_problem_advice=Failed%20to%20validate%20signature or ‘o’ mean in the debug table
When the “Active” button is not showing as green in the settings page it means that Xeroom is not able to communicate from Woo to Xero.  This is usually accompanied by an “oath authorisation” error message in debug that sometimes gets truncated to ‘o’ . It means that the comms are not working between Woo and Xero so the API keys are either missing or wrong or that the certificate used to create them doesn’t match the one on your server.  Ensure that you have used exactly the same security certificate in the Xero app to create the keys as is in the \xeroom\library\certs\ folder which is normally the default one that ships with the app OR if you have created a custom one then it is the same in both locations.  The easiest and quickest way to fix this is to recreate your API keys using the cert supplied with Xeroom.  It can also mean that some of the settings are wrong or some information is missing in the settings page. Try checking the installation instructions again. Common errors include; the wrong code from Xero is being used, or incorrect words in the Sales Tax Account Name box.
 
I don’t have any sales tax what should I put in the Sales Tax Account Name box in settings?
For no sales tax then you have a choice of any tax method in Xero that is zero rated eg “No VAT” – see here for examples http://prntscr.com/j84wds
 
Why am I still unable to receive invoices in Xero even through all the Xeroom settings are correct?
It may be helpful to remove and reinstall the plugin. Make sure that the old Xeroom director is deleted using the File Manager plugin. This often fixes any errors left by other conflicting plugins. You may also wish to try a new set of API keys.
 
What plugins should I avoid when using Xeroom?
Some people have found that other plugins which affect the Woocommerce order data or link Woocommerce to Xero can conflict with Xeroom. We recommend that you test any connections in Xero and any WP plugins one at a time to reduce any conflicts.  Other plugins that speak to Xero such as Zapier or the WooCommerce connector for Xero.  Make sure such plugins are at least deactivated and preferably removed.  Then reinstall Xeroom so that no Xero API conflicts are hanging around in caches etc.

I don’t charge shipping what code should I use in Xeroom settings?

The default in Xero is 200 (the same as for sales) however you can create your own in Xero chart of accounts. If you don’t include shipping costs in Woocommerce orders then this will show as £0 on Xero invoices and in the next version will not show at all as a line item.
 
What bank code should I use?
This must be the Xero code not the actual bank code itself.  Xero does not have one set in the default chart of accounts so label your account with one usually 100 makes sense to use but you can change this in Xero if you wish
 
Invalid Documents debug error
This will occur if you have not used a valid Xero ac code for your payment/bank accounts in Xeroom.  Any preceding zeros or blanks are not permitted in this code despite being able to set them like that in Xero it will not permit payments to be made against them!
 

Support Forum

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