Troubleshooting

This guide provides solutions for common issues you might encounter when using CP-Sync.

Connection Issues

Unable to Connect to Planning Center Online

1. Check OAuth Redirect URI:

   • Verify the redirect URI is correct: https://your-domain.com/wp-json/cp-sync/v1/pco/oauth
   • Ensure there are no typos in the domain

2. API Credentials:

   • Confirm your Client ID and Secret are entered correctly
   • Try reconnecting through the OAuth process

3. SSL Issues:

   • PCO requires a secure connection
   • Verify your site has a valid SSL certificate installed
   • Check that WordPress Site URL is using https://

Unable to Connect to Church Community Builder

1. API Credentials:

   • Verify your API Username and Password
   • Check that your CCB subdomain is correct

2. API Access:

   • Ensure your CCB account has API access enabled
   • Contact your CCB administrator if necessary

3. Incorrect URL Format:

   • Only enter the subdomain part, not the full URL
   • Example: enter “churchname” not “churchname.ccbchurch.com”

Sync Issues

No Data Being Imported

1. Check Connection Status:

   • Verify your ChMS connection is active
   • Test the connection using the “Test Connection” button

2. Review Filters:

   • Check if you have filters that might be excluding all data
   • Try disabling filters temporarily to test

3. API Permissions:

   • Ensure your ChMS account has permission to access the data you’re trying to import

Only Partial Data Imported

1. Filter Settings:

   • Review your filter configurations
   • Check for unintended exclusions

2. Rate Limiting:

   • API rate limits may be interrupting your imports
   • Try reducing the batch size in advanced settings

3. PHP Timeout:

   • Check your PHP max_execution_time setting
   • Consider increasing it for large imports

Duplicate Items Being Created

1. Unique Identifier Settings:

   • Verify the unique identifier field is configured correctly
   • This is usually an ID field that matches between systems

2. Clear Cache:

   • Try clearing the plugin cache in Advanced settings
   • This rebuilds the relationship maps between systems

Integration Issues

CP Groups Integration Problems

1. Plugin Activation:

   • Verify CP Groups plugin is installed and activated
   • Check compatible versions

2. Mapping Configuration:

   • Review field mappings between ChMS and CP Groups
   • Ensure required fields are mapped correctly

The Events Calendar Integration Issues

1. Plugin Compatibility:

   • Verify you’re using a compatible version of The Events Calendar
   • Update both plugins to the latest versions

2. Venue and Organizer Settings:

   • Check how venues and organizers are being mapped
   • For CCB: venue addresses and event images are populated via an enrichment step that runs after each event imports. If venues are missing addresses, enable Debug logging and look for Skipping enrichment or Failed to fetch event_profile messages — recurring event occurrences without a numeric event ID cannot be enriched and will only have a venue name.

Error Messages

“API Rate Limit Exceeded”

1. Reduce Sync Frequency:

   • Space out your sync operations
   • Consider incremental syncs instead of full syncs

2. Batch Processing:

   • Reduce the number of items processed per batch
   • Enable incremental processing in advanced settings

“PHP Memory Limit Exceeded”

1. Increase Memory Limit:

   • Modify your PHP memory_limit setting
   • Contact your hosting provider if necessary

2. Reduce Batch Size:

   • Process fewer items per sync operation

Logging and Debugging

Enabling Debug Logs

1. Navigate to Settings → CP Sync → Advanced
2. Set “Log Level” to “Debug”
3. Enable “Detailed API Logging” if needed
4. Save settings
5. Perform the operation that’s having issues
6. Check logs at Settings → CP Sync → Logs

Common Log Error Messages

• API Authentication Failed: Check your API credentials
• API Request Timeout: The ChMS server took too long to respond
• Invalid Response Format: The ChMS returned unexpected data
• Rate Limit Exceeded: You’ve hit API request limits

Getting Additional Help

If you’re still experiencing issues after trying these troubleshooting steps:

1. Check Documentation:

   • Review the Developer Guide for advanced solutions

2. Support Channels:

   • Visit our support forum at Church Plugins Support
   • Submit a support ticket with your error logs attached
   • Email [email protected] with details about your issue