There are two main connections errors Magento accounts experience from time to time. Both are listed below with the corresponding troubleshooting steps.
Once you've completed the necessary steps, you should expect to receive a "Connection Reestablished" email within 1-2 hours. If you do not receive this email, please contact email@example.com and we will be happy to assist.
Error 1: Could not connect using the API key provided. Please check that the XML-RPC user is setup correctly.
The API key used for synchronizing Magento with Remarkety is actually stored in 2 different places in Magento:
1. As the password for the Remarkety XML-RPC user we use to pull the data into Remarkety, and
2. In Magento's configuration table, to be used when pushing data to Remarkety (subscribers and product price changes).
The two keys may become out of sync, and you'll be presented with an error message in the plugin. To fix this:
1. Click "Save" in the Magento plugin. This will override the existing XML-RPC user's password with the API key shown.
2. Log into Remarkety, go to Account Settings -> Connection Settings and enter this API key in the "API Connection Code" box. Click "Test Connection" and once you get a success message, click Save. If this doesn't work, contact support.
Note: If you are running a multi-store or multi-view Magento installation, you need to update the same key for all the Remarkety accounts which synchronize with this server.
Error 2: A bug in Magento's XML-RPC is preventing Remarkety from connecting
In the 184.108.40.206 release of Magento, they introduced a bug which affected the XML-RPC service. Remarkety uses this service to retrieve recent information about the store's shoppers, products and orders.
If you currently have this exact version installed, Remarkety will not be able to synchronize with your store.
Magento recently released a version which addresses this problem and several more (release notes here). We have verified that stores upgrading to the 220.127.116.11 version can once again sync successfully.
We therefore advise you, if you've installed the 18.104.22.168 version, to upgrade as soon as possible to the 22.214.171.124, and check that Remarkety is synching with your store.