# Troubleshoot Magento 1
URL: https://support.starshipit.com/articles/360000908816-troubleshoot-magento-1
Canonical: https://support.starshipit.com/articles/360000908816-troubleshoot-magento-1
Markdown: https://support.starshipit.com/articles/360000908816-troubleshoot-magento-1.md
Updated: 2026-10-08

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Resolve Magento 1 connection errors, check tracking writeback, and find the existing workaround for missing order items in Magento 1.9.3.

Use the checks below to resolve Magento 1 connection errors or missing tracking updates. If you are connecting a store for the first time, follow [Set up Magento 1](/articles/203826179-how-to-integrate-with-magento-1) first.

## Errors when testing your connection

### Error: Not found

Check the **URL** in your Magento 1 integration settings. It must point to the store's XML-RPC endpoint, rather than the store homepage. The [setup guide](/articles/203826179-how-to-integrate-with-magento-1) explains the supported URL formats.

Save the settings and test the connection again. Opening the URL in a browser can help identify an inaccessible endpoint, but it does not confirm that API authentication works.

### Error: Server returned a fault exception: [2] Access denied

Check the Magento Web Services username and API key saved in Starshipit. Use the API user's credentials created during setup; the API key is the password for this connection.

Ask your Magento administrator to confirm that the API user has the Web Services role configured in the [setup guide](/articles/203826179-how-to-integrate-with-magento-1). Save any corrected credentials and test the connection again.

## Tracking numbers or statuses are not written back

Writeback sends tracking information to Magento after you print a label. If orders are missing from Starshipit, check the import settings in the setup guide instead.

1. In Starshipit, navigate to **Settings** > **Integrations** > **Magento Settings**.
2. Under **Writeback settings**, ensure **Enable writeback of tracking number and update status** is checked.
3. Save the settings.
4. After printing a label for an imported Magento order, check that its tracking number and status appear in Magento.

## Importing issue for Magento version 1.9.3

If you are using Magento version 1.9.3 and sales order items are not being returned via the Magento API, you can use this workaround:

1. Edit file: `app/code/core/Mage/Api/Model/Server/Handler/Abstract.php`
2. Find line: `if (!is_null($row) && !is_bool($row) && !is_numeric($row)) {`
3. Replace with: `if (!is_null($row) && !is_bool($row) && !is_numeric($row) && !is_array($row)) {`

## Get help with an unresolved error

If the connection still fails, [submit a support ticket](/ticket) with the error message, your Magento version and the steps you have tried. Keep API keys and passwords out of the request.