Debugging Issues


Videos are not designed to be a substitute for instructions. Please refer to the detailed Documentation below.

At times, WordPress to Hootsuite Pro may not be able to send your status to Hootsuite through the Hootsuite API, or what is sent appears to be incorrect.

Before opening a support request with us, please ensure you’ve completed the following steps:

  1. Enable Logging.  This can be done via WordPress Administration > WP to Hootsuite Pro > Settings > Enable Logging.
  2. Disable WP-Cron.  This can be done via WordPress Administration > WP to Hootsuite Pro > Settings > Use WP Cron?
  3. Review the logs of the failed Post.  This can be done by editing your Page, Post or Custom Post Type and making a note of any error messages that appear in the Log window.  If the Hootsuite: Response provides a meaningful error message, take a moment to review that and act as necessary.  For example, if the error states that your Hootsuite queue is full, or that the status message is similar to the previous message, then you’ll need to make changes.
    WordPress to Hootsuite Pro: Logging

When sending your support request, be sure to include:

  1. An Export of your Plugin Settings (WP to Hootsuite Pro > Import/Export > Export)
  2. An Export of your Plugin Log (Step 3 > Export Log)
  3. A copy of any on screen errors you see whilst trying to publish a Post to Hootsuite.

Please note: If we receive a support request that does not demonstrate all of the above items have been completed, we will ask that you complete them.  On average, we can resolve tickets 85% faster this way.

Common Issues

Operation timed out after 10001 milliseconds with 0 bytes received.

Please work with your web host, ensuring that inbound and outbound connections over HTTP (port 80) and HTTPS (port 443) can be made to the following:

  • wpzinc.com
  • platform.hootsuite.com
  • ow.ly

If you are running any form of Security Plugin or Web Application Firewall, the same steps above must be taken to ensure inbound and outbound connections are not blocked to the above domains.

Status’ Scheduled Time is different to WordPress
Scheduled datetime needs to be at least 5 minutes in the future

If a status’ scheduled time is different to WordPress, the timezone defined in WordPress and Hootsuite are different.  They must be the same in order for statuses to be scheduled at the correct time.

WordPress

  • Navigate to Settings > General
  • Set the Timezone option to your timezone
    WordPress to Hootsuite Pro: Debugging: WordPress Timezone

Hootsuite

  • Navigate to Account & Settings
    WordPress to Hootsuite Pro: Debugging: Hootsuite Account Settings
  • Set the Timezone option to your timezone.  This must be the same as the timezone set in WordPress above
    WordPress to Hootsuite Pro: Debugging: Hootsuite Account Settings: Timezone

Once complete, statuses will then schedule at the correct time.  For example, when setting the timezone in both WordPress and Hootsuite to Australia/Sydney (UTC + 10):

WordPress to Hootsuite Pro: Debugging: Timezone SettingsWordPress to Hootsuite Pro: Debugging: Timezone Result

WordPress Post will not Save / Submit

If a WordPress Post will not Save / Submit, and your browser’s error / console log displays something along the lines of an invalid form control with name=” is not focusable, this is due to entering an invalid value for a Pinterest board URL in the Plugin settings. This will cause browsers to fail URL validation on form fields, even if you are not publishing to Pinterest.

Steps to resolve:

  1. WP to Hootsuite Pro > Settings > Post Type (assuming Post, but if you are publishing e.g. Pages, ensure you do the same for each Post Type)
  2. Enable all Pinterest account(s)
  3. For each Pinterest account:
    – Enable Publish, Update and Repost
    – Carefully check that the Pinterest Board URL for each status is blank. No URL, no random characters, no spaces – totally blank.
    – Disable Publish, Update and Repost
  4. Disable Pinterest account(s)
  5. Click Save

Picture upload failed

For images to upload to Hootsuite, and therefore social networks, the image must be publicly accessible.  Through an incognito session, not logged into your WordPress web site, ensure that:

  1. The Featured Image’s URL is directly accessible through your web browser, as a non-logged in WordPress User
  2. You are not using any ‘force login’ or similar Plugins that require a login to access the image
  3. You are not requiring HTTP Basic Authentication to access the image
  4. Your firewall Plugin or server is not blocking direct access to the Featured Image URL
  5. Any hotlinking protection Plugin is not blocking direct access to the Featured Image URL

Featured Image setting is not honored / not displayed on a Status

There are several steps to check:

  1. Hootsuite doesn’t accept image URLs with spaces, accented or special characters in the image filename.  You can install the Media File Renamer Plugin, which will automatically remove these when you upload image(s) to WordPress.  Hootsuite will then accept the image you are trying to include with your status update, and the image will be included with the status.
  2. Since December 18th, 2017, Facebook require that you verify domain name ownership when using what Hootsuite call “Link attachment customizations” (i.e. specifying a different image than the Featured Image for a Page, Post or Custom Post Type).
    Please refer to Facebook’s steps to verify your domain.
  3. Ensure that you have a compatible SEO Plugin installed, per the Use OpenGraph Settings section in the Featured Image Settings Documentation
  4. If you are using the Post Immediately option on a status, consider using the Custom Time option, and setting it to post 2 – 3 minutes after the Post publication.  This allows third party caching plugins, such as W3 Total Cache, sufficient time to build the published Post for Hootsuite (and the social networks) to read the valid OpenGraph data.

Settings not saving or changing

Hootsuite accounts with numerous social media profiles, coupled with several public Post Types, will result in a large number of settings available for configuration.  When this number exceeds a limit in PHP, settings will not save or change.

To resolve:

  1. Have your web host increase the PHP max_input_vars config option to 5,000.
  2. (Pro version only) Consider using the User Access and Enable Specific Post Type options to only display the Post Types and social media profiles that you want to configure.  See Docs: https://www.wpzinc.com/documentation/wordpress-to-hootsuite-pro/user-access/