Troubleshooting WordPress

Updated on June 14, 2019

If you experience some issues with your website due to the WordPress Troly plugin, you may want to have a look at the common situations listed below in case they solve your problem.

If no scenario seems to cover your situation, make sure that you provide us with the relevant details when contacting us so we can assist you efficiently.

Technical warning

We recommend seeking your site administrator or developer's assistance with WordPress troubleshooting. Not following the technical instructions with care could lead to serious misconfigurations of your website.

Initial Troubleshooting Steps

Before you begin, as covered in Understanding the WordPress integration, an active Troly account is required.

System requirements

Ensure that you have the following items installed and ready to go before continuing:

Component Requirements
PHP Version 7.0 or greater. Check the PHP page for version updates.
WordPress Version 4.9 or greater
WooCommerce Version 3.3 or greater
Your theme Must be WooCommerce 3.3+ compatible, and declare support for image ratios.
Check with the theme developer if you are unsure.

Check and upgrade your PHP version

To know what PHP version you are currently using, you may double check with your hosting provider directly. Alternatively, you may ask your developer who will also be able to upgrade the version if needed. Otherwise, please follow these steps:
  • Log in your hosting application
  • Look for 'Settings' or 'Configuration' and then for 'PHP settings' or 'PHP config'
  • Upgrade the PHP version from there
  • Look for your own host provider help center if needed

Plugin update issues

If the WordPress plugin seems to not be updating, there are a few things you can try:

  • Uninstall and re-install the WordPress Add-on. This will clear any information on Troly's side
  • Reconfigure Troly plugin:
    1. Login to your website and open the TrolySettings page
    2. Copy and paste the details from the add-on in Troly
    3. Click on Operations link to set the credentials as per your add-on; save the changes
  • Test the import functionality:
    1. Open the Troly Plugin and click Operations
    2. Click on Import Products; your list of products should now begin to appear
    3. Click on Import Memberships; your club list will start to appear
  • Disable plugins one-by-one to work out where your issue is coming from. This should be regarded as a last line of attack in resolving Troly not functioning correctly; the one exception is that WooCommerce must remain enabled at all times
  • Shortcodes don't render: when diagnosing a shortcode not working from Troly, the first step is to disable all other plugins except WooCommerce and Troly. Ensure that your theme can load the page without incident. Ensure the page itself contains the shortcode, and nothing else. In particular, it cannot be between <pre></pre> and <script></script> tags

Troly can help you!

Troly offers per-hour support if you or your development team require assistance from our engineers. Click here for more information.

Common Problems and Suggested Solutions

Password issues

Forgotten password/change password

Click the "Forgotten password" link on the login screen. You will be redirected to another page to reset your password. Note that the password reset link is sent to your primary email address. Please refer to the WordPress website for more information.

Website Layout

Website showing an incorrect layout / white screen 

If your website is showing a blank white page, random lines of text at the top of my pages, products sometimes not showing (or at all), etc. etc., this is due to a misconfiguration of plugins or themes that causes a technical error.

Examine your "error_log" file under your WordPress installation directory to see what is causing the white screen:

  • Accessing Log Files: the Troly plugin will log information to two places: subscribility_log.csv and a date-based txt file in /wp-content/plugins/subscribility/logs folder
    • When there is an error that is reported, your best option is to review the available information in the "Logs" section of the Troly plugin and the technical log folder
  • Folder access: WordPress doesn't allow access directly to the /wp-content/plugins/subscribility/logs folder. You can access this folder via another method (such as FTP or File Manager in cPanel)

The "white screen of death" is normally due to a server configuration. Both WordPress and PHP have debug mode which will tell you exactly what's happening. Here's how to debug in WordPress. To find the error reporting in PHP, please click here.

Products images

Product images not showing up

Different WordPress themes use different methods to display product images. Troly plugin caters for the most common methods, but if images are not displayed:

  • Check with your theme developer that your theme is WooCommerce 3.0+ compatible. If the requirements aren't met, open the product in the WordPress add-on panel to confirm images are appearing on the product's description
  • Upload the images directly into WordPressProducts section. Save and ensure that the Use WooCommerce images is checked in the Troly plugin settings
  • Attempt to remove the cache and try again as caching plugins inside WordPress may cause issues

Products images are not appearing in Troly

Images uploaded in WooCommerce are not pushed to Troly. You must upload images directly in Troly for them to appear in your website, the POS, the Wine Show, and the Tasting Experience.

Images appear blurry or slightly pixelated

After an update, you may see images altering their appearance slightly. The fix is to edit the Product images setting in WooCommerceSettingsProductsDisplays. Adjust the values until you reach a value where your images no longer appear blurry.

Oversized Images displayed on the Website

When clicking on a product to see more information, images may appear oversized. Add custom CSS to the image element (doable already in WordPress via Theme > Customise). The raw image (the image uploaded in the first place) is returned on the website. The reason for this it that Troly doesn't want to force the image returned to be a certain size. Some theme customisations may be required. The theme used has to be Woocommerce 3.3+ compatible, and declare support for image ratios.

Images from Troly are not showing on WooCommerce store page

Troly will attempt to supply WooCommerce the product image from Troly itself, meaning your theme must be able to use WooCommerce’s engine to access product information, including images.

If images from Troly are not displayed, try the following options:

  • Under TrolySettings, check the Use WooCommerce Images checkbox. This ignores the images supplied by Troly and use your local images supplied in WooCommerce
    • If you find that images are displaying after enabling this, try re-uploading your images into Troly
  • Visit /shop/ to test if your theme can show images. By default, WooCommerce will show all products visible on this page with images. Images loading on this page mean there is a theme-specific issue with your WordPress installation

Shopping experience & orders issues

Products not appearing on the shop page

Products Business Attributes must be manually enabled as Visible online in Troly to sync to your WordPress site. Once enabled, your products are synchronised almost instantaneously in the WooCommerce product database.

You can forcefully re-import products by pulling them in the Troly plugin.

Products that continue to not appear must not:

  • Be in the WooCommerce Trash
  • Have their catalogue visibility set to anything other than Shop or Shop/Catalogue.

Products added to cart from the shop page not appearing in the cart

  • Try in different browser: normally if it works in one browser but not the other, then the problem is likely to be linked with a plugin installed in the browser, or in some rare cases, incorrect HTML in your theme
  • Try in an incognito tab to verify the above
  • Troly can not control the way products are showing up in the cart. The Troly Plugin is only responsible for data synchronisation and creates a template that you can override for the wine-club signup form
  • The WooCommerce checkout form, like anything in WordPress, can be changed (edited from WordPress)
  • Themes installed on website normally only defines colours, and in some rare cases overrides some standard HTML like the wine-club form and WooCommerce form

Woocommerce Min/Max Quantities warning message

If you are currently using WordPress for your website, you can install the Min/Max Quantities extension in WooCommerce. Find the step by step instructions in this online Woocommerce help page. It will help you to set up a warning message for customers trying to order less than the minimum required quantity (see section 'What the customer sees').

Pending orders in WooCommerce but paid in Troly

If you notice that some orders go over to Troly as 'paid', but stay pending in WooCommerce, this is because the order hasn't yet been dispatched in Troly. The order will always show as 'pending' in WooCommerce until it's dispatched in Troly.

Note that you may have a setting enabled in WooCommerce that automatically cancels pending orders after a certain amount of time. Please go to your WordPress admin panel > WooCommerce > Settings > Inventory > Hold stock (minutes). You may set this field to blank to ensure that no pending orders are cancelled (before they are dispatched in Troly, or if you manually cancel them in Troly). Press 'Save changes'.

Product issues

Archived products displayed online

If this happens, go into WooCommerceProducts and set the Out of stock visibility setting to Hide out of stock items from the catalog.

Archived products show in my product database

To prevent issues with Troly, WooCommerce and customer orders, we do not delete products from your WooCommerce database when you archive them. Instead, we remove the Visible Online tag to hide it from your customers.

An older site does not show products correctly

Ensure that you are running compatible WordPress and WooCommerce versions, that you have updated the WooCommerce data store (if prompted) and your Troly add-on is correctly configured.

Changes made to products in WooCommerce are not reflected in Troly

Changes made to any products should be made in Troly only. The plugin does not allow syncing products both ways. That means updating the price, images or descriptions of a product in WooCommerce will not be pushed back to Troly.

Products are not appearing in the WooCommerce Products database

Troly attempts to PUT to yourwebsite.com/wp99234-api. If products are not appearing, have your developer attempt to manually call this page.

.htaccess files are often incorrectly configured and will "Deny All". Please ensure that this page is accessible and that your site administrator has configured your PHP files with the correct permission settings.

Unable to add new products to WooCommerce after activating the plugin

Troly is considered as the 'source of truth' for product information. Whilst the plugin does allow on-demand exporting of products, products have to be added in Troly before customising certain WordPress-specific aspects (such as images in an image gallery).

Non pre-packed products are not supported

Only pre-packed products are supported in WordPress at this time.

Removed product(s) are still showing after removing the Visible Online tag in Troly

To ensure that your WooCommerce orders are not negatively impacted, Troly doesn't delete products in WooCommerce. Instead, we stop updating them if they only exist in your WooCommerce product database. If your products are still showing, you may:

  • Be running a custom storefront with specifically-chosen products on certain pages. Review your page setup to ensure you have removed any "shortcodes" from the various pages on your site that reference these products
  • You may have to manually alter the product visibility in WooCommerce; other plugins may interfere with this, so be wary if changing this has no effect

Product prices

Prices are all zero

Ensure prices in Troly are correct before reviewing pricing. The Troly plugin overrides the default WooCommerce pricing mechanism, meaning that prices listed in WooCommerce are ignored.

Showing membership pricing alongside retail pricing

Troly ships with two template files you can use to customise your theme. These files allow you to modify the price of a product as it appears in a catalogue and as a single product.

The files can be found under:

/wp-content/plugins/subscribility/templates/

The two folders correspond to where the price is shown:

loop/price.php
single-product/price.php
  • Loop is shown where a [products] shortcode is used,
  • Single is shown when a [product] shortcode is used or the page is the single product page.

Contact a developer to find out how you can customise such templates. We also offer website customisations.

Shipping

Shipping options not working

Refer to Configuring WordPress to make sure you have setup your WooCommerce Shipping Zones correctly. Once this is confirmed, open Troly to confirm you have a shipping provider installed and configured your shipping options.

If a carrier does not support certain address types, customers entering these address types may find a shipping error is returned instead of pricing.

Set your WooCommerce Store to show the shipping fees on the check out only (not on the shopping page). Attempting to display the shipping fees before checking out may create problems due to some carriers requiring a suburb.

International delivery Woocommerce option

If a customer located on the other side of the world is unable to buy your products, take a look at your WordPress admin dashboard and go to your WooCommerce settings. Under "General Options" you can set which countries to sell/ship to. Make sure to set up this delivery zone in Troly as well (Shipping Configuration add-on).

Customer profile issues

Delivery instructions are not communicated from WordPress to Troly

1. Check that the plugin is correctly installed and configured
2. See if the details are coming from WordPress (Troly plugin) to Troly as described in this paragraph.

Customers unable to edit their personal details online

If details are “reverting back” this is normally an indicator of “details not being saved in Troly”, ie, only in the website, and Troly synchronises / overwrites subsequently. This may be due to to the WordPress plugin "not talking to" Troly properly. Clarify whether any of the “push” operations (Website → Troly) are succeeding. Website log file may be able to highlight any errors.

Customers/Members password create/reset

WordPress requires using strong passwords: the password should be at least twelve characters long. To make it stronger, one should use upper and lower case letters, numbers, and symbols like ! " ? $ % ^ & ). This said, someone can totally create a password such as "Letmeordersomewine" and this will be considered as a strong password by WordPress. No need for something like "jal43#Koo%a" (to quote the example from WordPress, this password is very easy for a computer to break and very difficult for a human to remember and type).

You maybe want to consider adding the above as an example on your Members Login page so it will look less daunting for your Members when they have to create/reset their own password. See the WordPress password help page for more information.

Membership options

Memberships not appearing when trying to sign up on my website

The only membership types allowed exported from Troly to WordPress are those whose visibility is Public. These memberships must also be correctly configured in Troly or customers will be unable to sign up correctly.

Information synchronised with the website from Troly

Product
Club
Name
Pricing
Image
Stock Level
Business attributes
Product Description
Tasting notes
Tag Line
Name
Description
Visibility

Create an option to require a minimum purchase requirement

To set a minimum purchase requirement for each order placed,  refer to the Min/Max documentation on WooCommerce.

Create an option to require purchases in multiples

It is common to require purchases as multiples of 6 or 12 bottles. The following code can be placed in your "function.php" file:

// check that cart items quantities totals are in multiples of 6
add_action( 'woocommerce_check_cart_items', 'woocommerce_check_cart_quantities' );
function woocommerce_check_cart_quantities() {  
  $multiples = 6;
  $total_products = 0;
  foreach ( WC()->cart->get_cart() as $cart_item_key => $values ) {
    $total_products += $values['quantity'];
  }
  if ( ( $total_products % $multiples ) > 0 )
    wc_add_notice( sprintf( __('You need to buy in quantities of %s products', 'woocommerce'), $multiples ), 'error' );
}

// Limit cart items with a certain shipping class to be purchased in multiple only
add_action( 'woocommerce_check_cart_items', 'woocommerce_check_cart_quantities_for_class' );
function woocommerce_check_cart_quantities_for_class() {  
  $multiples = 6;  
  $class = 'bottle';
  $total_products = 0;
  foreach ( WC()->cart->get_cart() as $cart_item_key => $values ) {
   $product = get_product( $values['product_id'] );
   if ( $product->get_shipping_class() == $class ) {
      $total_products += $values['quantity'];
  }
}

if ( ( $total_products % $multiples ) > 0 )
  wc_add_notice( sprintf( __('You need to purchase bottles in quantities of %s', 'woocommerce'), $multiples ), 'error' );

Pages edit issues

Pages cannot be edited

If you are using Cornerstone or another third-party editor, you may encounter issues after updating when pages will suddenly stop loading.

A common cause of this issue is your WordPress installation not being configured to take advantage the available memory provisioned by your hosting provider.

In your "wp-config.php" file, add the following lines:

define( 'WP_MEMORY_LIMIT', '256M' );define( 'WP_MAX_MEMORY_LIMIT', '512M' );

Save and reload your editor: pages should now load. If you are continuing to get unexpected errors, contact your hosting provider.

Before you contact us...

In order for us to assist you efficiently or escalate your issue to our Investigation Team, we need to receive the relevant details pertaining to your issue so we can act accordingly.

Shipping issues

Please provide the following information before contacting us about a WordPress shipping issue:

  • Is the shipping carrier Add-On in question currently installed in Troly? Is the Add-on fully set up?
  • Do all the shipping fields have the right values on the online checkout page?
  • Are you able to cost a shipment in Troly using this carrier?
  • If not, are you able to cost to a different address using this carrier? If not, please tell us what the shipping address is.
  • Have you selected the "cheapest option" as the shipping provider in the Business settings page?

General issues

When you contact us after trying the initial troubleshooting steps, please provide the following details:

  • Your website URL
  • A screenshot of the issue encountered (from your website)
  • A screenshot of the corresponding element in Troly (product page, shipping configuration page, business attributes, etc, etc.)
  • Error messages

Types of support offered by Troly

Hosting

If the error relates to your theme, a fee will be applied by us should you require our services to fix any issue. Contact the theme developer first if things appear to be broken.

Self-hosted

Please refer to the WordPress White Screen of Death article from WordPress on how to resolve common issues or get in touch with your site developer.

Troly offers customisations for WordPress sites, billed by the hour. Get in touch with us or check out our website offerings.

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