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Connector Troubleshooting

Connection Problems​

Test Connection fails — step 1 (HTTP not reachable)​

Symptoms: First diagnostic step fails with "Cannot reach host."

Causes and fixes:

  • Your WordPress site URL has a typo — double-check for trailing slashes, missing https://, or wrong domain
  • Your server firewall blocks outbound requests from the platform's IP range — ask your host to whitelist the platform's IPs
  • Your WordPress site is on a private network or localhost — the platform requires a public URL

Test Connection fails — step 2 (REST API root)​

Symptoms: Site is reachable but /wp-json returns an error.

Causes and fixes:

  • Permalinks are not set to Post name — go to WordPress Admin → Settings → Permalinks → Save Changes
  • A security plugin (Wordfence, iThemes) is blocking REST API requests — temporarily disable and test, then whitelist the platform IP in the security plugin
  • A .htaccess rule is blocking REST routes — check with your hosting provider

Test Connection fails — step 3 (Plugin not installed)​

Symptoms: REST API works but the plugin endpoints return 404.

Causes and fixes:

  • The Association App WordPress plugin is deactivated — activate it from WordPress Admin → Plugins
  • Plugin was not updated to v1.2.0 or later — update it
  • Rewrite rules are stale after activation — go to Settings → Permalinks → Save Changes

Test Connection fails — step 4 (API key invalid)​

Symptoms: Plugin is installed but /sync/ping returns 401.

Causes and fixes:

  • Wrong key pasted into the connector — copy the key again from WordPress Admin → Settings → Association App → Sync
  • Key has been regenerated in WordPress since the connector was created — update the key in connector Settings
  • Key was never generated — click Generate Key in WordPress and save

Test Connection fails — step 5 (No data)​

Symptoms: All previous steps pass but no data is found.

Causes and fixes:

  • Your WordPress site has no published posts, users, or custom post type records — this is not an error if the site is new
  • The entity type you're checking has all records in draft or trash status (the sync API also fetches drafts, so this is unusual)

Sync Job Problems​

Sync stuck in RUNNING for more than 1 hour​

Causes and fixes:

  • WordPress site went offline during sync — use Test Connection to verify, then re-trigger
  • A very large dataset (10,000+ records) is taking longer than expected — wait and check the Live panel for progress
  • The backend process crashed — go to Sync Jobs → [stuck job] → Force Stop, then re-trigger

Sync completes but records are missing​

Things to check:

  1. Check the per-entity logs for FAILED entries — the error detail column shows why
  2. Verify the WordPress records are publish status (not draft, private, or trash) — the sync fetches both publish and draft for most types, but confirm using the Mapping Diagnostics
  3. Check the entity type is enabled in connector settings (Sync Settings tab)
  4. If since filtering is active (incremental sync), verify the WordPress post's post_modified_gmt is after the last sync date

Duplicate records appearing in the platform​

This should not happen. The sync is idempotent — it matches on externalId (WordPress ID). If you see duplicates:

  1. The same WordPress record has been imported via two different connectors — check if there is more than one WordPress connector for the same site
  2. A record was manually created in the platform with data copied from WordPress before the sync ran — the sync will create a second copy because there is no externalId link. Delete the manually-created copy.

Members imported but cannot log in​

This is expected. Passwords are never imported from WordPress (WordPress stores hashed passwords incompatible with the new platform). Members must set a new password.

Fix:

  1. Go to Organisation → Members
  2. Find the member and click Send Password Reset
  3. The member receives an email with a link to set their new password

If email delivery fails, check Organisation → Settings → Mail Settings and verify your SMTP configuration.

Events imported with wrong dates / times​

Cause: WordPress stores event timestamps as Unix milliseconds in post meta. The sync converts these to ISO-8601 UTC. If your WordPress timezone is not configured correctly, dates will appear offset.

Fix:

  1. In connector settings, set the WordPress Timezone field to your WordPress site's timezone (e.g. +10:00 for AEST)
  2. Re-run a Full Sync — event dates will be recalculated correctly

Articles imported with broken image URLs​

Cause: Article content contains relative image URLs (/wp-content/uploads/...) that do not resolve outside WordPress.

Fix:

  • Enable Image Mirroring in connector Sync Settings — images are copied to platform storage with absolute URLs
  • Or manually update image URLs in the article editor

Documents imported but files are inaccessible / 404​

Causes and fixes:

  • Image mirroring / document copying is disabled — only the metadata (title, folder) was imported. Enable Copy Document Files in connector settings and re-run sync.
  • WordPress Media Library file was deleted — the file URL no longer exists. Re-upload the file manually via Documents → Upload.
  • File URL requires WordPress authentication — the file is protected. Update your WordPress permalink settings or file access permissions.

Sync fails with "Slug already exists"​

Cause: Two WordPress posts have the same URL slug (post_name), or a manually-created article in the platform has the same slug.

Fix:

  1. Check the sync log for the FAILED record — note the slug
  2. In WordPress: go to the post and change the slug to be unique
  3. In the platform: find the conflicting article and rename its slug
  4. Re-run sync for the affected records

Sync API key configured in WordPress but endpoint returns 503​

Error message: Sync API key has not been configured on this WordPress site.

Cause: The WordPress option _2dc_assoc_sync_api_key is empty. This happens if the key was never generated.

Fix:

  1. Go to WordPress Admin → Settings → Association App
  2. Click Generate Key and Save Settings
  3. Copy the new key into the connector settings

Still stuck?​

  1. Open the Diagnostic Panel and run both Test Connection and Mapping Diagnostics — share the full results with support
  2. Go to Sync Jobs → [failing job] → Logs and export the error details
  3. Contact support with:
    • Your WordPress site URL (without the API key)
    • The connector ID (shown in the URL of the connector detail page)
    • The Sync Job ID
    • Screenshots of the diagnostic results and error logs
ChannelResponse time
In-app support chat< 4 hours (business hours)
[email protected]< 1 business day
Account manager (phone)Scheduled — for migration day support