WordPress PluginTroubleshooting

ProductSync Troubleshooting Guide

Connection Issues

“Connection failed” or red status indicator

Likely causes:

  1. Wrong Public Token — Double-check by copying the token fresh from your ProductSync dealer portal (open any catalog → Embed Code tab)
  2. Wrong Catalog ID — Make sure you’ve also pasted the correct Catalog ID (shown below the token on the Embed Code tab)
  3. Catalog not published — Ensure your catalog group is enabled/published in the dealer portal
  4. Hosting firewall — Some WordPress hosts block outgoing HTTPS requests. Contact your host and ask them to whitelist productsync.io
  5. productsync.io is down — Rare, but check status.productsync.io for service status

Steps to diagnose:

  1. Go to ProductSync menu
  2. Re-paste your Public Token and Catalog ID from the dealer portal
  3. Click “Test Connection”
  4. If it still fails, note the exact error message and contact productsync.io/support

Routing Issues

Catalog URL shows a WordPress 404 page

Cause: WordPress rewrite rules haven’t been flushed.

Fix:

  1. Go to Settings → Permalinks in WordPress
  2. Don’t change anything — just click Save Changes
  3. This forces WordPress to rebuild its rewrite rules
  4. Try your catalog URL again

Catalog URL shows a different WordPress page

Cause: A WordPress page or post has the same slug as your catalog path.

Fix:

  1. Go to Pages → All Pages and look for a page with the same slug as your catalog path
  2. Edit that page and change its permalink/slug to something else
  3. Or go to ProductSync menu and change your catalog path to avoid the conflict

WooCommerce Issues

“Conflicts with WooCommerce shop page” warning

Cause: Your catalog path matches WooCommerce’s shop page slug.

Fix: Change your catalog path to something different from WooCommerce’s shop slug. For example, if WooCommerce uses /shop/, set ProductSync to /fireplaces/ or /catalog/.

“Conflicts with WooCommerce product URL base” warning

Cause: Your catalog path matches the first segment of WooCommerce’s product permalink structure.

Fix:

  1. Go to WooCommerce → Settings → Permalinks to see your product base
  2. Choose a ProductSync catalog path that doesn’t overlap
  3. Common safe choices: if WooCommerce uses /product/, set ProductSync to /fireplaces/ or /catalog/

WooCommerce products and ProductSync products overlap

This should not happen if the slug conflict warnings are clear. However, if you see overlapping content:

  1. Check the Status → WooCommerce card for detected conflicts
  2. Change your ProductSync catalog path to something that doesn’t match any WooCommerce base paths
  3. Clear the cache on both plugins

ProductSync styles affect WooCommerce pages

ProductSync automatically avoids loading its front-end CSS on WooCommerce pages (shop, cart, checkout, account). If you still see style conflicts:

  1. Check your theme — some themes load all enqueued styles globally
  2. Contact productsync.io/support with your theme name

Display Issues

Catalog shows but styling looks broken

Cause: Theme CSS conflicts.

Fixes to try:

  1. Clear all cache: Go to ProductSync menu → Status → Clear All Cache
  2. If using a caching plugin (WP Rocket, W3 Total Cache, etc.), purge its cache too
  3. If the issue persists, try switching to a default WordPress theme (Twenty Twenty-Four) temporarily to confirm it’s a theme conflict
  4. Contact productsync.io/support with your theme name

Catalog content is missing or empty

Possible causes:

  1. No products assigned — Make sure products are assigned to your catalog in the ProductSync dealer portal
  2. API error — Check the Status tab for connection errors
  3. Caching a previous error — Click “Clear All Cache” and try again

Gutenberg block shows “Please configure your public token”

Fix: Go to ProductSync menu and paste your Public Token and Catalog ID. The block will work after credentials are saved.

Shortcode shows error message

Possible causes:

  1. No token configured — Paste your Public Token in ProductSync menu
  2. No Catalog ID — Paste your Catalog ID or pass it via the catalog_id attribute: [productsync catalog_id="clxxx"]
  3. API unreachable — Check the Status tab for connection issues

Performance Issues

Pages load slowly on first visit

This is expected. The first visit fetches data from the ProductSync API, which typically takes 200–500ms. Subsequent visits load from cache and are near-instant.

To improve first-visit speed:

  • Increase cache TTL in ProductSync menu → Caching
  • The default 5-minute cache for product pages is a good balance

Plugin slows down my entire site

This should not happen. The plugin only activates on URLs under your catalog path. If you’re experiencing site-wide slowdowns:

  1. Deactivate the plugin temporarily to confirm it’s the cause
  2. Check that your catalog path doesn’t conflict with a high-traffic WordPress page
  3. Contact productsync.io/support

Cache Issues

Product changes aren’t showing up

Productsync.io sends a webhook to clear relevant cache entries automatically. If changes still aren’t appearing:

  1. Go to ProductSync menu → Status and click Clear All Cache
  2. Hard-refresh your browser (Ctrl+Shift+R or Cmd+Shift+R)
  3. If using a separate caching plugin or CDN (Cloudflare, etc.), purge that cache too

Webhook cache invalidation isn’t working

  1. Make sure the Webhook Secret from your plugin (ProductSync menu → Advanced) is pasted into your ProductSync dealer portal on the Embed Code tab under the WordPress Plugin section
  2. Some security plugins (Wordfence, Sucuri) may block incoming webhook requests. Add an exception for the /_invalidate endpoint under your catalog path

Plugin Updates

How do I know if there’s an update?

The plugin checks automatically every 12 hours. When a new version is available, you’ll see the standard WordPress “Update” button on the Plugins page, plus a yellow notice at the top of admin pages.

How do I update?

Preferred method (native WordPress update):

  1. Go to Plugins in your WordPress admin
  2. Click Update next to ProductSync — just like any other plugin

Alternative (manual upload):

  1. Download the new ZIP from your dealer portal
  2. In WordPress, go to Plugins → Add New → Upload Plugin
  3. Upload the new ZIP file
  4. WordPress will ask if you want to replace the existing version — click Yes
  5. Re-activate if needed

Still Need Help?

Contact us at productsync.io/support with:

  • Your WordPress version
  • Your PHP version (found at Tools → Site Health → Info → Server)
  • The exact error message you’re seeing
  • Your theme name
  • Whether WooCommerce is active (and its version)
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