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Ticket Plugin: Troubleshooting

Troubleshooting

Important: All changes to the plugin must only be made through the Shopware Admin area or the Console. The plugin must never be deleted manually via FTP — otherwise database entries will remain and cause subsequent errors.

Clear Cache

Many problems can be resolved by clearing the cache:

  1. In the backend: Settings → Caches / Performance

  2. Select "Clear Shop Cache"

  3. Reload the page and check if the problem is resolved

Alternatively via Console:

bin/console cache:clear

Reinstall Plugin

If clearing the cache doesn't help:

  1. Uninstall the plugin via the Plugin Manager

  2. Check if the problem persists (third-party plugin or incorrect setting as cause?)

  3. Reinstall and activate the plugin

  4. Check if the problem is resolved

Common Issues

Incorrect Time on Ticket

The time zone depends on the server's system settings. If the correct time zone is selected in the plugin settings but the time is still displayed incorrectly:

  • Try a different appropriate time zone in the plugin settings

  • Alternatively, account for the time difference when entering the event time

Incorrect Display of Special Characters / Special Characters Missing

Use fonts in ticket templates that support special characters (e.g. ä, ö, ü, ß).

font-family: "DejaVu Sans Mono", monospace;

CSV File Shows Umlauts Incorrectly in Excel (e.g. Musterstraße)

From v3.9.0 onwards, all CSV exports are output with UTF-8 BOM. Excel automatically recognizes the encoding.

If the problem occurs with an older version: Import the CSV file in Excel via Data → From Text/CSV and select UTF-8 as the encoding.

Wrong Event in Ticket Scanner App

This is likely a variant product that is no longer marked as a ticket. Mark all active variants of the product as tickets.

Personalization Fields Not Displayed in Checkout

This problem occurs in Shopware version 6.4.5.0.

Solution: Update the shop to a newer Shopware version.

This is a known Shopware bug that occurs when the plugin list is sorted by columns.

Workaround: At the top right under "Sort by", select either "Plugin name, A to Z" or "Plugin name, Z to A". After that, "Configuration" will be available again.

Conflict with "WL Automatic PDF Creation" When Enabling App API

Workaround

  1. Disable "WL Automatic PDF Creation"

  2. Enable App API in the plugin

  3. Re-enable "WL Automatic PDF Creation"

Tickets Table Not Visible in Order View (Extras)

  1. Check if the AutoInvoice plugin is installed and activated

  2. Reload the order view page

Export Error: "Export access token not configured"

The export token was not generated. Solution:

Option A — Set token manually:

bin/console system:config:set FgitsTicketsV3.config.exportAccessToken '<token>'

Option B — Open plugin settings under Extensions → My Extensions → Shopware Tickets Plugin → Security. Enter a token there or briefly deactivate and reactivate the plugin (auto-generates token).

From v3.9.0 onwards, the token is automatically set when activated and with every plugin update, provided one does not already exist.

Contact Support

If the steps described above don't help:

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