Troubleshooting Common Problems

Problems grouped by what you are seeing. Start with the History record for the run: the four counts and the log answer most questions faster than guessing.

Import problems #

The import stops partway through #

Almost always a timeout or a memory limit. Lower the import batch size under Settings, to 5 or even 3 for product imports with images, and run it again. Rows already imported are skipped or updated according to your duplicate rule, so a re-run picks up where it left off.

If it stops at the same row every time, that row has bad data rather than the server having a problem. Enable logging and look at what the log says about it.

The import ran but nothing changed #

Open History and check the skipped count. If it matches your row count, the duplicate rule was set to Skip. Change it to Update and re-run.

Quick import always skips existing records. If you meant to update, use Advanced import.

It created duplicates instead of updating #

The identifier column was not mapped, so every row looked new. Check that ID, or SKU for products, is mapped on the column mapping step. Roll the import back, fix the mapping, and run it again.

Everything landed in one column #

The delimiter does not match the file. Change it on step 2 of the import. If your file came from a European Excel installation, try a semicolon.

Special characters are corrupted #

Accented letters showing as pairs of odd characters means the file is not UTF-8. Re-save it: in Excel use Save As and pick CSV UTF-8, not plain CSV. Then re-import with the duplicate rule on Update to correct the affected records.

Products imported without images #

• Image URLs must be reachable from your server, not just your browser. Test one in a private window.
• Confirm your host allows outbound HTTP requests.
• Images arrive in background jobs after the row is written, so give it time before concluding they failed.
• A very large batch of images can take much longer than the rest of the import.

Variations became separate simple products #

The variation rows had no parent identified. Include and map the Parent SKU column, and map the product type column so variation rows are recognised. The parent must exist already or appear earlier in the same file.

Prices imported as zero or blank #

Strip currency symbols and thousands separators in the spreadsheet first. Prices need to be plain numbers with a dot as the decimal separator. Check that the price column is mapped to Regular Price rather than to the read-only Price field.

Order totals are wrong #

Totals are read from the file, not recalculated. Map and populate the order total, subtotal, tax total and shipping total columns. Line items alone do not produce a total.

Orders arrived as guest orders #

Map the customer ID or billing email column, and import customers before orders so the accounts exist to attach to.

Rows reported as failed #

Turn on Generate Import Log under Settings, import a small sample containing the failing rows, and read the log. It names the row and the reason.

Export problems #

The export times out or produces nothing #

• Lower the export batch count on the final step.
• Turn off custom meta and hidden meta.
• Reduce the number of selected columns.
• Add a date filter and export in chunks.

The download link is missing #

The file is gone from wp-content/uploads/ssie-exports/. A migration, a cleanup routine or a host purge will do that. The history record survives without the file. Re-run the export.

SKUs lost their leading zeros #

Excel did that, not the plugin. Export as XLSX instead of CSV, or import the CSV through Excel’s Data then From Text menu and set the SKU column to Text.

The export is missing products you expected #

Check the filters. Product status defaults can exclude drafts, and selecting Variable without Variation gives you parents with no variation rows. Also check whether a default export record limit is set under Settings.

Scheduled job problems #

The job never runs #

WordPress cron only fires when someone visits the site. Set up a real server cron, using the line shown on the Scheduled Jobs tab, and define DISABLE_WP_CRON as true in wp-config.php. This is the cause the large majority of the time.

The job runs at the wrong time #

Check the timezone shown beside the time field. It follows your log timezone setting, or the site timezone if that is empty.

The job fails on its source #

Test the same source in the import wizard, which gives a clearer error than a background run. Then correct the job.

Google Sheets problems #

This Google Sheet is not publicly viewable #

Change sharing to Anyone with the link with the role Viewer. Sharing to specific email addresses is still private as far as your server is concerned.

Could not complete Google authorization #

Check the Client ID and Secret for stray whitespace, and confirm the redirect URI in the Google Cloud Console matches the one the plugin shows, exactly, including the protocol.

Rollback problems #

The rollback button is missing #

Rollback is withheld when the import did not complete cleanly, when the journal failed its consistency check, or when the import has already been rolled back. Exports are never rollbackable.

Strict rollback refuses to start #

Records have changed since the import. The preflight report tells you how many. Use Selective mode to restore the rest and leave the changed ones alone.

Still stuck #

Use the form under Settings then Help and Support. Include your WordPress and WooCommerce versions, PHP version, the module involved, the counts from the History record, and the log if you have one. That gets you a useful answer on the first reply instead of the third.