Sending the module log and JSON exports to support

Customer procedure. Support has asked you — or you want to prepare this before even writing — for three files to diagnose a synchronisation incident (for example a stock re-synchronisation that ends with errors, or product variants that drop back to zero stock). These three files let support see exactly what the module actually did, on which product, and with which settings, without needing access to your Dolibarr. Allow five minutes: none of these steps changes your data or your configuration.

The three files to attach to your message:

1. the module log (dolibarr_doli2shop.log);
2. the JSON export of a product affected by the issue;
3. the JSON export of the module configuration (diagnostic).

1. Reaching the module configuration

Doli2Shop has no entry in Dolibarr's left-hand menu: you always reach it through the module management screen.

1. In Dolibarr, go to Home → Setup → Modules/Applications.
2. Filter on doli2shop in the search field if the list is long.
3. On the DOLI2SHOP tile, click the gear icon ("Configure").

You land on a page with a row of tabs at the top (Wizard, Stores, Settings, etc.). This is where the two screens used below live: Support Tickets and Health & Diagnostic.

2. Downloading the module log

The module writes its own trace of what it actually did, cycle by cycle, to a file of its own, dolibarr_doli2shop.log — separate from Dolibarr's general log. This is the file to attach.

1. Click the Support Tickets tab.
2. At the top of the screen, under "Something to report to us?", click Download the module log.

1. Support Tickets tab — this is where the module shows the download link for its log, even before the ticket list.
2. Download the module log button: downloads dolibarr_doli2shop.log, with its current size shown next to it.

The downloaded file is named doli2shop_YYYY-MM-DD_HHMMSS.log.

If the button does not appear on the Support Tickets tab (log disabled), the same button also exists at the bottom of the Action log tab:

1. Action log tab — fallback path if the button does not appear on the Support Tickets tab.
2. The same Download the module log button, with the same file behind it, at the bottom of this screen.

What this file contains

The actions the module actually carried out: synchronisations run, errors and warnings encountered, calls to the Shopify API, decisions taken (for example why a variant was not updated). Your customers' e-mail addresses and names that may appear in these messages are normally masked before being written (for example j***@***.com): the log is built to diagnose a technical incident, not to carry your customer file.

If the log is empty or very short

The log may be disabled, or its detail level set too low to capture the incident. Two settings, made from Home → Setup → Other → Variables (no dedicated screen in the module yet):

Constant	Value to enter	Effect
DOLI2SHOP_LOG_FILE_ENABLED	1	Enables the module log (already on by default — only check this if it stays hopelessly empty)
DOLI2SHOP_LOG_FILE_LEVEL	7	Sets the module log to maximum detail (DEBUG), for this module only — without making Dolibarr's general log heavier

Once these two constants are in place:

1. Redo the action that is failing (for example: redo the stock re-synchronisation from the Manual Sync tab) so that the incident gets logged in detail.
2. Download the log again by following step 2 above.
3. Once the log has been retrieved, remove the DOLI2SHOP_LOG_FILE_LEVEL constant (or set it back to 6) to return to the normal level — otherwise the log stays at maximum detail continuously.

3. Exporting the JSON of a failing product

This export fetches, live from Shopify, the raw record of one product — variants, options, price, stock, metadata and media as Shopify knows them at the time of the export. This is what lets support compare what Shopify returns with what Dolibarr displays, without needing access to your store.

1. From the list of errors shown at the end of your stock re-synchronisation, note the SKU (reference) or the title of one of the affected products — one is enough for a first diagnostic.
2. Go back to the module configuration, Health & Diagnostic tab.
3. Click the Export a Shopify product (JSON) button.

1. Export a Shopify product (JSON) button — opens the tool to look up a product by SKU, title or ID.

2. Export Diagnostic (JSON) button — downloads the full module configuration in one click (file #3, below).

3. Enter the SKU or title you noted in step 1, then click Fetch JSON.

5. Once the result is shown, click Download JSON.

The downloaded file is named produit_<product-name>.json. It contains the Shopify and Dolibarr data for that single product — no customer personal data appears in it (it is not an order, only a product record).

4. Exporting the module configuration (diagnostic)

This file lists every current setting of the module (connection, synchronisation rules, mappings, etc.), which saves support from asking you a long series of questions about your configuration.

1. On the same Health & Diagnostic tab, at the very top of the page, click Export Diagnostic (JSON) (marker #2 on the screenshot above).

The downloaded file is named diagnostic_shopify_YYYY-MM-DD_HH-mm-ss.json.

⚠️ This file contains the module's technical connection settings (store name, Shopify connection tokens, synchronisation settings). The module already masks part of these values automatically before export (the main access tokens and API keys appear in a truncated form, for example abcd****wxyz) — but not yet every connection field, as of today. An upcoming version of the module will remove every connection identifier from this file, even in masked form.

Until that version is available: only send this file to support if support has explicitly asked for it, only to P'tite Tête support through the usual channel (a reply to this message, or a new support ticket), never to anyone else, and never post it on a public file-sharing service.

5. Sending the three files

Reply to the support message (or create a message from the Support Tickets tab) attaching the three files:

• the module log (doli2shop_....log);
• the product export (produit_....json);
• the configuration export (diagnostic_shopify_....json) — only if support has asked for it (see the warning in step 4).

If the log is too large for your mailbox (beyond a few megabytes), compress it into a .zip archive first before sending.

6. What support does with it

The log lets support replay, minute by minute, what the module actually attempted on your products, and pinpoint where a synchronisation stopped or failed. The product export and the configuration export let support cross-check the real state of Shopify and your settings against what the log reports, to identify the exact cause rather than guessing.