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HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
Troubleshooting
Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
Search issues
If you encounter problems while you use HCL Commerce Search, refer to the troubleshooting information to help determine the problem and find possible solutions.
Ingest status "unknown" messages
During the postreindex stage of a full index run, the Ingest status is listed as "Unknown" numerous times.

Documentation
HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
- Getting started
  HCL Commerce has different advantages for business users, administrators and developers. HCL Commerce targets each of these roles with a tailored set of offerings so that each of your users can get maximum benefit.
- Installing and deploying
  Learn how to install and deploy HCL Commerce development environments and HCL Commerce production environments.
- Migrating
  Before you migrate to HCL Commerce Version 9.1, review this information to help plan and execute your migration.
- Operating
  Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
- Integrating
  Topics in the Integrating category highlight the tasks that are commonly performed for using HCL Commerce in combination with other products.
- Administering
  Topics in the Administering category highlight tasks that are typically performed by the Site Administrator, to support daily operations of the HCL Commerce site.
- Customizing
  The topics in the Customizing section describe tasks performed by an application developer to customize HCL Commerce.
- Tutorials
  HCL Commerce provides many tutorials to help you customize and understand your HCL Commerce instance and stores.
- Samples
  Topics in the Samples category highlight the various samples that are provided with HCL Commerce.
- Compliance
  The following section describes how you can leverage HCL Commerce features and functionality to help your site be compliant with different privacy and security standards.
- Securing
  These topics describe the security features of HCL Commerce and how to configure these features.
- Performance
  Topics in the Performance section describe the means by which to plan, implement, test, and re-visit the optimization of HCL Commerce site performance.
- Troubleshooting
  Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
  - Contacting HCL Customer Support
    HCL Customer Support provides assistance with product defects. Contact HCL if you require assistance with an HCL Commerce problem.
  - MustGather requirements for HCL Support
    Use the following topics to gather the required information that you need to troubleshoot issues that you are facing with HCL Commerce with HCL Support.
  - The Must-Gather application
    The Must-Gather application helps collect troubleshooting information required to resolve HCL Commerce issues.
  - Store issues
    Review the following information when you encounter with any problems related to HCL Commerce stores.
  - Installation issues
    Installing and uninstalling HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
  - Integration issues
    Integrating HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
  - General issues
    Review the following information when you encounter any general problems with HCL Commerce.
  - Migration issues
    Migrating HCL Commerce involves a wide range of steps across your different environments. If you encounter problems, refer to the following resources for assistance.
  - Search issues
    If you encounter problems while you use HCL Commerce Search, refer to the troubleshooting information to help determine the problem and find possible solutions.
    - Ingest start-up issues
      If the default NiFi connectors were not properly created, restarting the Ingest service does not create them.
    - Ingest service stops responding
      If any business tasks are performed using Management Center for HCL Commerce before all NiFi connectors are created, then the Ingest service stops responding.
    - ConnectionLoss error during first index build
      After the first full index build, the data-query service loses its connection to ZooKeeper. Characteristic error messages are written to the logs which allow you to diagnose and resolve this problem.
    - Improving facet count accuracy
      You can achieve more accurate facet counts. The process may result in slower performance in certain configurations.
    - NiFi connector issues
      If some or all of your connectors fail during Ingest service startup, you can refresh them or do a manual repair of individual connectors.
    - Many NiFi "unable to write flowfile" messages
      After deploying Version 9.1.14 updates, a large number of NiFi interface warnings are generated, stating that the system is unable to write flowfile contents due to archive file size constraints. This issue can be resolved by changing the nifi.content.repository.archive.max.usage.percentage property in the nifi.properties file or setting it as an environment variable in the NiFi container.
    - Push-to-live does not update store
      In Version 9.1.4.0 only, you need to ensure that WCT+ESINDEX invalidation is triggered after a push-to-live operation. This ensures that index changes are reflected in the live store.
    - Elasticsearch index build issues
      Identify potential errors when building the HCL Commerce Search index using Elasticsearch.
    - Errors in first CAS indexing run
      You may encounter indexing errors when changing from the eSite indexing model to the Catalog Asset Store model. The solution is to delete the auth.workspace index and run the index again.
    - CAS Ingest loses NLP data
      Catalog Asset Store Ingest with 500+ stores loses NLP data due to the Ingest process running out of scroll space in Elasticsearch.
    - CAS ingest errors in 200, 500 stores
      Running CAS ingest with 500- and 200-type stores, the auth.validate.cas pipeline step shows errors with unmatched attributes.
    - CAS Java compilation error
      Compiling with the same version of a commerce-search-processor artifact as the search bundle project throws a compilation error.
    - Error building index for 10501
      When you index the default Catalog Asset Store 10501, it fails intermittently with a [FORBIDDEN/8/index write (api)] error.
    - Indexing fails on Price Stage 1a
      Indexing can fail when your catalog dataset is large, for example: 200,000+ catalog entries with multiple price lists. Distributed File System (DFS) configurations are particularly susceptible to this failure mode.
    - Queries made before indexing completes
      In the Docker Compose environment, you may run a search Query while the Elasticsearch index is not yet available. When the index does become available, you receive the error message ** java.io.IOException: Unable to open "custom-ner-en_US.txt" as class path, filename or UR".
    - Oracle PGA_AGGREGATE_LIMIT error
    - Push-to-live displays corrupt data or no data at the live storefront
      Push-to-live operation does not update the live store appropriately. On performing the push-to-live operation, the live storefront displays corrupt data or no data.
    - Push-to-Live fails to produce invalidations
      Extended sites that share the same master catalog fail during Push-to-Live (PTL).
    - NRT update errors
      On performing NRT update, NiFi UI and logs display errors.
    - Solr fails to start post migration
      After migrating from HCL Commerce Version 9 to HCL Commerce Version 9.1, the search server fails to start.
    - Data query log shows error CWWKS3005E
      The logfile for the data-query service may show a CWWKS3005E error. This error has no effect on the processing of queries and can be ignored.
    - Index failed for newly created aurora e-site
      With a newly created an Aurora e-site store, the search index build can fail with a Null Pointer Exception (NPE) error.
    - Live store does not show SKU price index updates
      On a Live storefront, cached pages do not update in the storefront after changing a product SKU price and reindexing, even though the REST API shows that they have changed.
    - Category with empty product storefront behavior
      When a category is created in the Management Center without a product, it does not appear on the page menu.
    - Standing up NiFi in Ubuntu
      In the Ubuntu environment, when deploying NiFi it may fail to startup.
    - NiFi warning messages while uploading catalog data
      If the data load problems are experienced when loading 5000 or more products/ SKUs under a single category. The system provides warning messages for large data with data load NRT search index build during data load LOT testing.
    - Out-of-storage issue with NiFi
      The Nifi Content repository archives all the flow file content in the system. The purpose of archiving is so that the user can view or replay the content from the provenance user interface only for troubleshooting purposes.
    - Ingest status "unknown" messages
      During the postreindex stage of a full index run, the Ingest status is listed as "Unknown" numerous times.
    - Facets visible but no search results
      When the product name, SKU and description are unrelated, search terms will not show the product.
    - STA issues with extended language set
      Search Term Association (STA) updates may not take effect immediately in the Authoring environment due to cached data from the Query service. Time-based invalidation for the STA cache can correct this behavior. To enable this, use the Data Query Configuration API to set the STA cache time-to-live to a desired value.
    - 500 Internal Server error
      When a large number of attributes are enabled as searchable and the component configuration property FacetPageSize is set to a value above the default of 1000, search queries time out with a 500 internal server error.
    - Wildcard searches with NLP disabled
      If you disable the Natural Language Processing (NLP) service, storefront users can still use wildcard characters in their searches. You can disable wildcards using a setting in the Zookeeper wc-component node.
    - Missing Custom NiFi processor dependencies
      When creating a custom NiFi processor by extending the default Ingest processor in the NiFi Toolkit, one or more dependency errors can occur.
    - "canapé"(sofa) term has 0 or empty result in French
      Accented characters in certain search terms provide 0 or empty results.
    - Changes to the header if English is not the default language
      Make changes to the header if the language is not English while using postman.
    - Slow search performance with 504 error
      When too many business functions have been added to an Elasticsearch query, causing very high CPU utilization and long query response time from Elasticsearch.
    - Troubleshooting : Validation pipeline error after triggering reverse pipeline on Auth
      After triggering a reverse pipeline operation in the Authoring environment, a Severity E pipeline error is returned.
  - Logging issues
    If you encounter problems while you use HCL Commerce logging, refer to the following troubleshooting information to help determine the problem and find possible solutions.
  - Access control issues
    Access control problems are often indicated by generic application errors with error message keys such as _ERR_USER_AUTHORITY. The first step in problem determination is to enable tracing for the access control component.
  - Aurora starter store
    If you encounter problems when you use the Aurora starter store, refer to the troubleshooting information to help determine the problem and find possible solutions.
  - Member group issues
- Reference
  Topics in the Reference section contain all of the HCL Commerce reference documentation.

HCL Commerce Version 9.1.12.0 or later

Troubleshooting: Ingest status "unknown' messages during build

During the postreindex stage of a full index run, the Ingest status is listed as "Unknown" numerous times.

Problem

While doing a complete index build, you may encounter messages similar to the following numerous times.

https://ingest_server/connectors/auth.reindex/runs/i-891acb75-acde-4c60-93b1-afd68a76330a/status
{   "date": "2023-02-25T11:06:28.214",
   "runId": "i-891acb75-acde-4c60-93b1-afd68a76330a",
   "fromType": "Ingest",
   "message": "Status unknown. Details: Indexing Job is Completed. No summary retrieved from ES and so unable to determine status. Last log:Successfully initialized auth.workspace index dynamic mappings",
   "status": 4,
   "progress": "0% - 100%" }

Solution

The likely cause for the message is a temporary timeout situation. If the process continues reloading it can eventually return a completed status. To ensure that a completed status is returned after the pipeline completes in the postreindex stage, use the following additional parameter in the indexing call. The returned status will contain the status code without the name of the pipeline.

https://ingest_server/connectors/auth.reindex/runs/i-891acb75-acde-4c60-93b1-afd68a76330a/status?detailedRunningStatus=false