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

Status’ Scheduled Time is different to WordPress

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

Hootsuite API Error: 400 Bad Request. Invalid image url parameter supplied

Hootsuite doesn’t accept image URLs with accented / special characters in the image filename.  You can install the Media File Renamer Plugin, which will automatically remove these special characters when you upload image(s) to WordPress.

Hootsuite will then accept the image you are trying to include with your status update, and no error will be returned.

WP to Hootsuite Pro: Featured Image setting is not honored

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.

Featured Image does not display on shared Posts when set to use OpenGraph Settings

  1. Ensure that you have a compatible SEO Plugin installed, per the Use OpenGraph Settings section in the Featured Image Settings Documentation
  2. 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.