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 always 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 either:
    1. Editing your Page, Post or Custom Post Type, or
    2. Clicking on WP to Hootsuite Pro > Logs, searching by Post ID.

Make 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: Post Log

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.

Certain characters / emojis do not display correctly

If you’re using characters such as Ä and Ö or emojis, and they either do not save in a status update (or display differently), there is a misconfiguration in your WordPress and/or database configuration.  You must verify that:

  1. Your MySQL database tables encoding is set to UTF-8 Unicode (utf8mb4).  Confirm this by viewing each WordPress database table information in your database editor (such as phpMyAdmin or Sequel Pro):
    Page Generator Pro: Debugging Issues: Database Settings
  2. Your MySQL database tables collation is set to utf8mb4 (ideally, utf8mb4_general_ci).  Confirm this by viewing each WordPress database table information in your database editor (such as phpMyAdmin or Sequel Pro):
    Page Generator Pro: Debugging Issues: Database Settings
  3. Your WordPress database character set is set to utf8mb4.  Confirm this by editing your wp-config.php file, noting the below setting:
    Page Generator Pro: Debugging Issues: wp-config Settings
  4. Your WordPress database collate set is blank. Confirm this by editing your wp-config.php file, noting the below setting:
    Page Generator Pro: Debugging Issues: wp-config Settings

Mixing database encoding, collation and WordPress’ database character set will result in content issues not just for WordPress to Hootsuite Pro, but for other plugins and content in general.

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

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

Custom Field Tags are not working

  • Double check that the Tag you are using in the status message is correct.  Examples:
    • Custom Field Name / Key = test.  Use {custom_field_test}
    • Custom Field Name / Key = _location.  Use {custom_field__location} (note the double underscore!)
  • Gutenberg: If you are using Gutenberg, and the Custom Field / Post Meta is stored outside of Gutenberg’s blocks (for example, registered in a meta box below the Gutenberg editor), ensure that you are using WordPress to Hootsuite x.x.x or higher.
  • REST API: If you are using the REST API, ensure that the Custom Field in question is registered in your code using WordPress’ register_meta() function.

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 Hootsuite’s and Facebook’s steps to verify your domain.

  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.
  3. If you are posting to a Facebook Page or Group, there is a known issue with Hootsuite failing to read the OpenGraph metadata through the REST API.  We continue to work with Hootsuite for them to resolve this at their end.

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/

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