> For the complete documentation index, see [llms.txt](https://docs.thewalletcrew.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.thewalletcrew.io/connectors/pos/cegid/events-and-operations/troubleshooting.md).
# Troubleshooting
Resolve common Cegid Retail Y2 connector errors involving customer enrolment, loyalty cards, store routing, receipts, and authentication.
Cegid integration issues often stem from Cegid configuration or reference data. This page lists common symptoms, likely causes, and practical remedies.
### Where to look first
The tenant log tool in the administration console is the starting point for any Cegid problem. Filtering on the Cegid fault prefix isolates errors Cegid itself raised, as distinct from connector errors.
{% hint style="warning" %}
Two filters mislead. Searching logs for the Cegid fault prefix as plain text also matches pass identifiers, which can inflate an apparent error count by an order of magnitude. Searching for the Cegid host name matches wallet links that embed it. Both filters need narrowing to the relevant log category before the counts mean anything.
{% endhint %}
### Common failures
| Symptom | Cause | Remedy |
| ------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Cegid reports an unknown card number | A card referenced on a pass no longer resolves in Cegid. The most frequent Cegid fault in production. | Confirm the card still exists and is active in Cegid. Where it does not, clear the card identifier from the pass so the customer's current card is resolved. |
| Failure to generate a customer code automatically | The store's counter is exhausted, or the store has no counter. Not a credentials problem, despite often appearing alongside one. | Extend the counter range in Cegid for that store. See [Cegid-side prerequisites](/connectors/pos/cegid/setup-and-configuration/cegid-side-prerequisites.md). |
| Enrolment succeeds but the customer is attributed to an unexpected store | The store has no connection of its own, or the connection name does not exactly match the store identifier, so the default connection's credentials were used. | Add a connection named for the store, or bind the store to the correct connection. See [Connections and stores](/connectors/pos/cegid/setup-and-configuration/connections-and-stores.md). |
| An existing customer is matched intermittently, or the wrong record is updated | Several Cegid records match the email address or telephone number; the most recently modified is used. | Resolve the duplicates in Cegid. Until then the behaviour will vary as records are modified. |
| Cegid reports more than one country for an ISO code | Duplicate country rows in the Cegid reference table share one ISO-2 code. | De-duplicate the country table in Cegid. |
| Cegid reports no country found for an ISO code | The market's country row is missing from the Cegid reference table, or carries no ISO-2 code. | Add or correct the row in Cegid. |
| A country returned by Cegid cannot be mapped | Cegid holds a country identifier that does not correspond to a recognised ISO code. | Correct the reference data. The record is otherwise processed; only the country is dropped. |
| Cegid reports the programme is not associated with a campaign for the store | Usually a deactivated loyalty card referenced by a pass, rather than a campaign problem. Less often, the store really is absent from the campaign. | Clear the card identifier from the pass. If the problem affects every customer at a store, add the store to the campaign. |
| Authentication is rejected | The service-user password has expired or been changed, or a retired store's credentials are still configured. | Update the credentials, or remove the connection for a store no longer trading. |
| Receipt generation fails | The configured receipt template does not exist, or the requested document cannot be found. | Verify the template identifier on the connection concerned, and that the document exists in Cegid. |
| Enrolment fails only for some markets | Cegid rejects certain characters in address fields even where it accepts them elsewhere in the record. | Normalise the affected fields in the mapping script, using `ensureLatin` from the [Scripting reference](/connectors/pos/cegid/developer-reference/scripting-reference.md). |
| A store can sign in from head office but not from the shop | Repeated failed sign-in attempts from the shop's address have triggered a protective block on that address. | The account itself is unaffected. The block clears in time; repeated attempts extend it. |
### Mapping problems
Where a field is written but never appears, or appears in the wrong place, the cause is usually one of a small set of scripting mistakes catalogued in [Customise the mapping](/connectors/pos/cegid/customer-data-and-loyalty/customise-the-mapping.md): a zero-based identifier read as one-based, `filter` used where `find` was meant, or a mapping table that is not symmetric between the two directions.
One symptom deserves highlighting because it looks like a platform fault. If **no** customisation appears to take effect at all, a syntax error in any script file, not necessarily the mapping file, will have prevented every script from loading.
### Consent updates
Consent values changed on a form may not update an existing Cegid customer that already has a value. Where consent accuracy is critical, verify the result in Cegid after an update.
### FAQ
Where can Cegid errors be seen without access to Cegid?
The tenant log tool in the administration console records the fault Cegid returned, including its own fault code, which is usually enough for the Cegid administrator to act on directly.
An error appeared once and has not recurred. Is action needed?
Isolated faults on individual records are usually data-specific, such as an unusual character or a missing reference value, and resolve with the record. A pattern affecting a whole store or market is the one to escalate.
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