Frequently Asked Questions.

Here you can find answers to some of our customers most commonly asked questions. If you have any questions not covered here, please reach out to support@springbot.com where one of our springbots will be happy to assist you.

Questions

Q : How do i know which type of template I am using on BigCommerce?

A : There are a couple of way to check which type of template you are using.

The most reliable way to determine your theme style is to go into your control panel on Big Commerce and open the Storefront menu. If you see "Mobile Thee Settings" in the menu, you are using a blueprint theme.
The second, less reliable way, is to visit your store homepage. Right click and select "view page source". This will bring up the html code of your store, press ctrl/cmd + f and search for stencil. If you find files that are loaded with /stencil/ in the code, you are using a stencil theme.

Q : How should I integrate Springbot if my homepage/landing page is a CMS (e.g. WordPress, Joomla, Drupal, etc) and not Magento?

A : The springbot Platform is designed to be flexible. In many cases, we can provide you a script we refer to as a "preload". This script can be placed on many pages and can be used as an extension of your platform. If you are already a springbot user, reach out to your coach and ask for more information. If you are new to springbot, simply mention it to the onboarding team when you sign up and they'll be able to work with you to get tracking set up on your other pages.

Q : I see a 404 page after installing the extension on Magento. What should I do?

A : This issue comes up occasionally for various plugins depending on the cache configuration. Try clicking the "Flush Cache Storage" button from the System > Cache Management section. If that does not work you may need to manually delete the files in your var/cache directory under your Magento root.

Q : Why does the Magento Connect Manager (aka "/downloader") say forbidden or 404?

A : This issue is relatively common and is due to incorrect file/directory permissions on your Magento server. It prevents us from doing an assisted install. To resolve, please have your developer reference this article. The 404 error can also occur if the /downloader directory has been renamed or moved. NOTE: We are also available to handle this for you.

Q : What is SSH?

A : SSH stands for Secure Shell. This type of access not only allows for files to be transfered in a secure way but it also allows the user to execute commands on the remote server. SSH access is preferred whenever possible. It provides a secure method for transferring files and working with your server, but it also gives our engineers the tools they will need to fix any issues that may arise in the installation process.

Q : What is FTP?

A : FTP stands for File Transfer Protocol. It is a method for transfering files from one computer to another. FTP access allows our engineers to upload files to your server.

Q : What is SFTP?

A : SFTP stands for Secure File Transfer Protocol. It is similar to FTP, but uses encryption when transferring files for extra security. Most modern web hosts use SFTP or encourage their users to use secure instead of insecure FTP. SFTP access allows our engineers to upload files to your server.

Q : What is a whitelist or whitelisting?

A : Whitelisting is a security measure that prevents any untrusted sources from accessing your server. Many Hosting providers require you to add a user to your server's whitelist before they can access any of your files. If springbot is helping you with your installation, we may request you to add our office IP to your hosting providers whitelist.

Q : What IP do I need to whitelist?

38.140.48.106

Q : How do I find my FTP/SFTP information?

A : Your hosting provider should have this information. Refer to their documentation or contact their support for help finding your credentials. You will need a URL to connect to, a port number to use for the connection, a username, and a password. For sftp you may have a 'key file' instead of a password, thats fine.

Q : How do I find my Springbot access_token on Magento?

A:
For Magento 1

In your magento control panel, navigate to System -> Configuration from the navigation menu at the top.
On the next page, there should be a box on the left labeled 'Springbot" select the springbot tab and you will be presented with a settings page for the extension.
Right at the top there should be an Access Token field with text next to it that cannot be modified. This is your springbot Access Token.

For Magento 2

In your magento control panel, navigate to System -> Integrations.
Under Integrations, you should see a listing for springbot, click the edit icon for this listing.
At the bottom, you should see a section labeled "Integration Details" and a listing that says Access Token next to it.

Q : How do I re-index my pages on Magento?

A:
For Magento 1

In your magento control panel, navigate to System -> Index Management from the navigation menu at the top.
On this page, you can select the various types of indexes you would like to rebuild. We recommend you select all of them in case any one section depends on the other.
Once you have selected the types you want to re-index, select Reindex Data from the dropdown at the top and click submit.

For Magento 2

Open a console window for your server. (Generally this is done via an ssh connection.)
In the console window, navigate to your root magento directory.

NOTE:

Next, simply execute the following command.

php bin/magento indexer:reindex

Q : How do I re-cache my magento store?

A:
For Magento 1

In your magento control panel, navigate to System -> Cache Management from the navigation menu at the top.
On this page, you can select the various types of caches you would like to rebuild. We recommend you select all of them in case any one section depends on the other.
Once you have selected the types you want to re-cache, select refresh from the dropdown at the top and click submit.

For Magento 2

Open a console window for your server. (Generally this is done via an ssh connection.)
In the console window, navigate to your root magento directory.

NOTE:

Next, simply execute the following command.

php bin/magento cache:clean

Q : How do I disable maintenance mode?

A:
For Magento 1

Using either ftp or ssh access, connect to your webserver for magento.
From your home directory, open the var/directory.
In this directory, you should see a file titled .maintenance.flag Delete this file and maintenance mode will be disabled.

NOTE: If you do not see this file and your store is in maintenance mode, make sure you can view hidden files and folders.

For Magento 2

Open a console window for your server. (Generally this is done via an ssh connection.)
In the console window, navigate to your root magento directory.

NOTE:

Next, simply execute the following command.

php bin/magento maintenance:disable

Frequently Asked Questions.

Questions

General

Magento

Big Commerce