---
title: Troubleshooting
description: Fix common setup, connectivity, import, and export problems in Improved Import, Export & Mass Actions for Shopware 6.
sidebar:
  order: 1
---

Use this section when the app does not connect correctly, installation fails, exported data looks incomplete, or you are preparing a staging or live environment.

## Common Issues

### cURL error 6: Could not resolve host

If you get the error `cURL error 6: Could not resolve host`:

1. Make sure your store is accessible via an external URL. Local Shopware installations are not supported by the app.
2. Check that `APP_URL` in your `.env` file uses the correct external `http://` or `https://` store URL.
3. Uninstall and install the app again. Turning the app off and on is not enough.
4. Clear your browser cache or test again in an incognito window.

### ACL role write access error

If you get the error `Write access to entity "acl_role" are not allowed in scope "user"`:

1. Check that `APP_URL` in `.env` matches the correct external store URL, including `http://` or `https://`.
2. Uninstall and install the app again.
3. Clear your browser cache or test again in an incognito window.

### Product property values are empty after export

If product property values are empty in the export file:

1. Make sure the properties are visible and selected on the **Mapping** step of the export profile.
2. If the properties are missing on the **Mapping** step, make sure they are translated in Shopware Admin for `en-GB`.
3. The app relies on Shopware's `en-GB` system language, so property names need `en-GB` translations to appear correctly.

## Staging and Go-Live

### Set up the app on a staging or development environment

1. Log in to your Shopware Merchant account and add a new test shop with a staging domain such as `staging.example.com`.
2. Log in to your staging Shopware instance and set your live license domain to `example.com`.
3. Set the staging domain in your `.env` file, for example `https://staging.example.com/`.
4. Resolve the app URL:

```bash
bin/console app:url-change:resolve reinstall-apps
```

For Shopware versions later than `6.7.3.0`, use:

```bash
bin/console app:shop-id:change reinstall-apps
```

If the app is not installed yet, install it directly from the Shopware Store in your staging shop.

:::note
Import and export profiles are not copied automatically from live to staging. Create them again in the staging store.
:::

### Move from staging to live

If you used the app on a staging environment and now want to go live, run:

```bash
bin/console app:url-change:resolve move-shop-permanently
```

For Shopware versions later than `6.7.3.0`, use:

```bash
bin/console app:shop-id:change move-shop-permanently
```

After that, the app communicates with your live store instead of the staging store.

## Create a Support Ticket

If the issue continues after you check the troubleshooting steps, create a support ticket from your Shopware account:

1. Open <a href="https://account.shopware.com/shops/support" target="_blank" rel="noopener noreferrer">Shopware support</a>.
2. Log in to your Shopware account.
3. Go to **Merchant** > **Shops** > **Third Party support**.
4. Click **Request Third Party Support**.
5. Select your shop domain.
6. Select the **Import/Export** extension.

:::tip
Include the profile name, entity, file type, and a short description of the issue when you create the ticket. This helps support understand the case faster.
:::