Most Sophio stores are connected to a DMS (disribution management system). From time to time, the connection will break due to a server reboot, Internet outage, or simply a changed password. This is easily determined by visiting your store setup page. The store setup page is storesetup.wws and the tab to visit is the 'Supplier' tab.
If you are a WHI client connected to nexpart.com, you will see a button to test the connection. There are two buttons to click, one for CATLINK (this tests your catalog user ID and password) and one for ORDERLINK. The ORDERLINK credentials will also work at nexpart.com if they are correct.
So here are the things to check step-by-step.
1) Visit your site's storesetup.wws by adding your site's domain name to the page, like this: http://www.site.com/storesetup.wws. Then click the supplier tab. You will see the buttons to 'click to test'. If you click them and they fail, you have an account problem that can be remedied at nexpart.com/admin.
2) Can you login to nexpart.com with your ORDERLINK user ID and password. If this fails at login, you know the issue is that the user ID and password for the account have been disabled or the password has been changed by your Nexpart administrator. To remedy this, visit http://nexpart.com/admin. If you lost the password to the admin site, please contact WHI support here.
3) If you can login at nexpart.com and all your tests and credentials at nexpart seem correct, the next assumption is that your webstore has a configuration problem. If there is a hard error, the Sophio system will be emailing our support and we likely know that there is a problem already. To see if this is the issue, visit your email log report. The log report is accessible with this page: getoutemails.wws
4) If there are no errors that seem obvious, your next thing to check is the price model(s). Every site needs at least one price model record. The page for that is mainteditpricing.wws. If your site is connected to your DMS you will simply see one price model with the pricing fields set to 1.00 or greater.
If still you cannot figure things out, please call us or submit a support ticket.
