Troubleshooting

Solutions to common issues with the GrootMade platform and connector plugin.

Connection Issues

"Invalid API Key" Error

Symptoms: Plugin shows API key error, can't connect to GrootMade.

Solutions:

1. Verify your API key is copied completely (no extra spaces)
2. Check your membership is active at grootmade.com/dashboard
3. Regenerate the API key and try again
4. Ensure your site's clock is accurate (time sync issues can cause auth failures)

"Connection Timeout" Error

Symptoms: Plugin can't reach GrootMade servers.

Solutions:

1. Check your server can make outbound connections
2. Ask your host to whitelist api.grootmade.com
3. Verify your SSL certificate is valid
4. Try temporarily disabling firewall/security plugins
5. Check if your IP is blocked (contact support)

"SSL Certificate Error"

Symptoms: Connection fails with certificate errors.

Solutions:

1. Ensure your site uses HTTPS
2. Check your SSL certificate is valid and not expired
3. If using Cloudflare, try "Full (Strict)" SSL mode
4. Clear any SSL caching

Download Issues

Download Won't Start

Symptoms: Clicking download does nothing.

Solutions:

1. Check your membership is active
2. Verify you haven't hit daily download limits (free plan)
3. Try a different browser
4. Disable browser extensions (ad blockers can interfere)
5. Check browser console for JavaScript errors

Download Corrupted

Symptoms: ZIP file is damaged or incomplete.

Solutions:

1. Try downloading again
2. Use a download manager for large files
3. Check available disk space
4. Try downloading from a different network
5. Contact support if persistent

Installation Issues

Plugin/Theme Won't Install

Symptoms: WP shows error during installation.

Solutions:

1. Check available disk space (need ~5x the file size)
2. Verify file permissions on wp-content/
3. Increase PHP memory limit if needed:

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

4. Temporarily increase max upload size
5. Try manual FTP installation

"Destination Folder Already Exists"

Symptoms: Can't install because folder exists.

Solutions:

1. Delete the existing folder via FTP
2. Or rename the existing installation first
3. Check if a previous installation failed mid-way

Activation Error

Symptoms: Plugin installs but won't activate.

Solutions:

1. Check PHP version compatibility
2. Look for error messages in debug log
3. Temporarily deactivate other plugins to find conflicts
4. Verify WP version compatibility

Auto-Update Issues

Updates Not Running

Symptoms: Products aren't updating automatically.

Solutions:

1. Verify auto-updates are enabled in plugin settings
2. Check WP-Cron is working:

   wp cron test

3. If WP-Cron is disabled, set up a real cron job
4. Check update schedule settings
5. Manually trigger an update check

Update Failed

Symptoms: Update started but didn't complete.

Solutions:

1. Check available disk space
2. Verify file permissions
3. Look in the update log for specific errors
4. Try updating manually
5. Use rollback to restore previous version

Site Broken After Update

Symptoms: Site displays errors or blank page after update.

Solutions:

1. Use the rollback feature immediately
2. Enable WP debug mode to see errors:

   define('WP_DEBUG', true);
   define('WP_DEBUG_LOG', true);

3. Check for plugin conflicts
4. Clear all caches (plugin, server, CDN)
5. Contact support with error details

Plugin Conflicts

Identifying Conflicts

Common Conflict Sources

• Security plugins — May block API connections
• Caching plugins — May cache API responses incorrectly
• Optimization plugins — May break JavaScript
• Other update managers — May conflict with our updates

Resolving Conflicts

1. Check for plugin updates
2. Adjust conflicting plugin settings
3. Contact both plugin developers
4. Use compatibility mode if available

Performance Issues

Site Slow After Installing Products

Solutions:

1. Check if it's actually the new product (deactivate to test)
2. Enable caching
3. Check for excessive database queries
4. Review error logs for issues
5. Consider upgrading hosting

Dashboard Loading Slowly

Solutions:

1. Clear browser cache
2. Try incognito mode
3. Check your internet connection
4. Try a different browser

Account Issues

Can't Log In

Solutions:

1. Reset your password
2. Check caps lock
3. Clear browser cookies
4. Try incognito mode
5. Contact support if locked out

Two-Factor Authentication Issues

Solutions:

1. Ensure device time is accurate
2. Try backup codes
3. Contact support for account recovery

Getting More Help

Before Contacting Support

Gather this information:

• WP version
• PHP version
• Plugin version
• Error messages (screenshots help)
• Steps to reproduce
• Debug log if available

Contact Options

• Documentation — You're here!
• Community Forums — forums.grootmade.com
• Email Support — [email protected] (Pro+ plans)
• Live Chat — Available on Agency plans

define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false);