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Klaro Cookie Consent: Troubleshooting

This documentation always describes the latest published version.

Consent banner not showing

Symptom: The consent dialog does not appear in the storefront.

Check:

1. Is the plugin active for the sales channel? (Settings > Extensions > Klaro Cookie Consent Manager > Activate Cookie Consent)
2. Cache cleared? (bin/console cache:clear)

Solution: Activate the plugin for the sales channel and clear the cache. If the dialog does not show individual services, see the next section.

Service does not appear in the dialog

Symptom: A service you created is not displayed in the consent dialog.

Check:

1. Is the service set to Active?
2. Is the affected sales channel selected in the service under Sales channels? Without a selection, the service is not shown in any sales channel.

Solution: Select the desired sales channels in the service and save.

Service texts in wrong language

Symptom: Title and description of a service always appear in German, even in the English storefront.

Check:

1. In Extensions > Cookie Consent Services, switch the language switcher to English.
2. Check whether title and description are filled in for English.

Solution: If the fields are empty, enter the texts in the English language version and save.

Category texts not available in additional languages

Symptom: The category headings appear in the fallback language instead of e.g. French or Spanish.

Solution:

1. Navigate to Settings > Snippets.
2. Search for mmd-klaro.purposes.
3. Enter the translations for the desired language.

Custom cookie settings link does not open the dialog

Symptom: A self-created link with #mmd-klaro-cookie-settings does not open Klaro and just navigates to the target URL.

Check:

1. Does the target URL end exactly (lowercase, no typos) in #mmd-klaro-cookie-settings?
2. Is Klaro active for that sales channel?
3. Cache cleared? (bin/console cache:clear)

Solution: Correct the target URL or activate the plugin for the sales channel.

Google Consent Mode does not react to consent

Symptom: After the user accepts, Google keys such as analytics_storage stay denied.

Check:

1. Is Enable Google Consent Mode v2 switched on for the sales channel?
2. Does the service have the right category? The mapping depends on the category (Statistics, Marketing, Functional), not on the technical name.
3. Did the user save their choice? Only a saved decision triggers the update.

Solution: Set the category of the Google service correctly. Services in the categories Security and Other have no Consent Mode counterpart.

Known limitations

• Shopware version: The plugin requires Shopware 6.7. Installing it on Shopware 6.6 is not supported.
• Contextual consent: The Klaro option contextualConsentOnly is passed through to Klaro, but the admin form of a service offers no field for it. It can only be set through the API.
• Categories: There are exactly five categories: Functional, Statistics, Marketing, Security and Other. You cannot create your own categories.