Troubleshooting

The post address / Packstation choice is missing from the form

Check, in this order:

1. Plugin active is enabled in the plugin settings for the sales channel.
2. It is a shipping address form. The billing address deliberately has no choice; in registration it only appears after The shipping address differs from the billing address.
3. The address is currently a billing address (default or selected in checkout). Such addresses cannot be converted; select another billing address first.
4. The theme was compiled after installation (bin/console theme:compile) and the cache cleared.
5. The theme overrides address-form.html.twig and does not include the Packstation fieldset (storefront/component/packstation/packstation-fieldset.html.twig).

The search finds nothing

• No Packstations could be found for the combination of ZIP and City: DHL has no location of the configured location type within 5 km. Leave out the city and search by zip code only, or set the location type to All.
• If the search stops finding anything at all, the daily quota of the DHL API key is exhausted (500 calls per day on the free tier). Enter your own key and check it with Test API key.
• Sandbox is enabled by mistake: the sandbox returns only a few test records.
• The server cannot reach api.dhl.com (firewall, proxy). With Debug enabled the error is written to the log file.

The search stays disabled although cookies were accepted

• Shopware banner: the group Comfort features or the entry Open Street Map (packstation / post office search) must be accepted, not just Technically required.
• CMP: Consent target type and target key must match an existing purpose / category / service, see Cookie consent. A typo in the key or a service that is not set up in the CMP means consent is never detected.
• Consent provider is set to a CMP that is not loaded in the storefront. Set it to Auto detect.
• Clear the storefront cache after changing plugin settings.

The country does not switch to Germany

Germany is not an active country in the sales channel, or the country field is hidden in the form. Activate Germany under Settings → Shop → Countries and assign it to the sales channel.

The post number is not saved

The field selected in Save DHL post number in is not visible in Shopware. Enable additional address field 1 or 2 under Settings → Shop → Login / registration, see Address fields.

The order is blocked although the address is correct

The message in the cart names the cause, see Messages at checkout. Common cases:

• At least one article cannot be delivered to the selected pickup location: the product does not have the custom field Delivery to packstation is possible set (or has it set in reversed mode). Variants and bundle components are checked as well.
• … cannot be validated for the selected pickup location: the product lacks weight, length, width or height. Either maintain the measurements or disable Block products with missing measurements. The log file lists which values are missing.
• The cart is too heavy: the total weight exceeds 31.5 kg. This limit is not configurable; shops that ship multiple parcels can disable Validate dimensions and weight and use their own rules in the rule builder instead.

Existing Packstation addresses show up as post addresses

The plugin recognizes addresses by the street prefix from the snippets tonur.packstation.street_values.*. If these texts were changed or the street contains something else (e.g. "DHL Packstation 123"), recognition fails. The customer can edit the address once and reselect the address type.

The location check reports an error for a valid number

• The zip code in the form must be the zip code of the pickup location, not the customer's.
• Post offices: some parcel shops are listed by DHL as servicepoint; they count as post office. A Packstation number with type Post office (or vice versa) is reported as a type mismatch.
• Sandbox is enabled: the sandbox does not know real numbers.

Log file

With Debug enabled the plugin writes to var/log/tonur_packstation6_<env>.log (e.g. tonur_packstation6_prod.log, rotated daily): DHL requests and errors, cart validation results and products with missing measurements. Warnings about missing measurements are written even without debug. Disable debug after troubleshooting; the file grows quickly otherwise.