Troubleshooting

Common issues and solutions for PrimeLink

Overview

This guide covers common issues you might encounter when using PrimeLink and provides solutions to help you resolve them quickly.

If you can't find a solution here, please contact our support team for assistance.

Import Issues

Import Not Starting

Possible Causes:

  • File not uploaded or accessible
  • Invalid file format
  • Server permissions issue
  • PHP memory limit too low

Solutions:

  • Verify file is uploaded correctly
  • Check file format is supported (CSV, XML, XLSX)
  • Check server file permissions
  • Increase PHP memory_limit
  • Check import logs for specific errors

Items Not Created

Possible Causes:

  • Required fields not mapped
  • Data format incorrect
  • Validation errors
  • Matching criteria issues

Solutions:

  • Check all required fields are mapped
  • Verify data format matches field requirements
  • Review validation errors in logs
  • Check matching criteria is correct
  • Use Dry Run mode to test first

Import Too Slow

Possible Causes:

  • Large file size
  • Server performance issues
  • Not using iterative processing
  • Too many validations

Solutions:

  • Enable iterative processing
  • Enable speed optimization
  • Reduce records per iteration
  • Optimize source data
  • Check server performance

Field Mapping Issues

Fields Not Mapping

Possible Causes:

  • Source field names don't match
  • Field not detected in source file
  • File encoding issues

Solutions:

  • Manually map fields using drag-and-drop
  • Check source file column headers
  • Verify file encoding (UTF-8 recommended)
  • Preview source data to verify fields

Data Not Importing Correctly

Possible Causes:

  • Data format mismatch
  • Field transformations needed
  • Data encoding issues

Solutions:

  • Check data format matches target field
  • Use field transformations if available
  • Verify data encoding
  • Preview mapped data before importing

File Upload Issues

File Upload Fails

Possible Causes:

  • File too large
  • PHP upload limits
  • Server permissions
  • Invalid file format

Solutions:

  • Check PHP upload_max_filesize and post_max_size
  • Increase PHP limits if needed
  • Use alternative upload methods (FTP, URL, cloud storage)
  • Verify file format is supported
  • Check server file permissions

File Not Found

Possible Causes:

  • File path incorrect
  • File moved or deleted
  • Permissions issue

Solutions:

  • Verify file path is correct
  • Check file still exists
  • Verify file permissions
  • Re-upload file if needed

Scheduling Issues

Scheduled Imports Not Running

Possible Causes:

  • WordPress Cron not working
  • Low site traffic
  • Schedule disabled
  • Cron events not firing

Solutions:

  • Check WordPress Cron is working
  • Visit your site to trigger cron
  • Verify schedule is enabled
  • Consider using External Cron
  • Check cron event logs

Imports Running at Wrong Time

Possible Causes:

  • Timezone settings incorrect
  • Schedule configuration error
  • WordPress Cron delays

Solutions:

  • Check WordPress timezone settings
  • Verify schedule configuration
  • Use External Cron for precise timing
  • Review schedule settings

Performance Issues

Timeouts

Possible Causes:

  • Large file size
  • PHP execution time limit
  • Not using iterative processing

Solutions:

  • Enable iterative processing
  • Reduce records per iteration
  • Increase PHP max_execution_time
  • Use background processing

Memory Issues

Possible Causes:

  • PHP memory_limit too low
  • Large dataset
  • Too many records per iteration

Solutions:

  • Increase PHP memory_limit
  • Reduce records per iteration
  • Enable speed optimization
  • Process in smaller batches

Getting Help

Check Logs

Always check import/export logs first:

  • Go to Manage Imports/Exports
  • Click on the import/export
  • View logs for specific errors
  • Look for error messages and line numbers

Use Dry Run

Test before importing:

  • Enable Dry Run mode
  • Run test import
  • Review validation errors
  • Fix issues before real import

Contact Support

If you need additional help:

  • Visit our Support Portal
  • Include error messages from logs
  • Describe what you were trying to do
  • Include steps to reproduce the issue

Next Steps

📥 Creating Imports

Complete import process guide

Learn More →
⚡ Performance & Optimization

Optimize import performance

Learn More →
🧪 Dry Run & Test Mode

Test imports before running them

Learn More →