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Troubleshooting - Plugixa CRM

Most questions about Plugixa CRM turn out to be one of three things. Start here.

The three

1 - Mail is not arriving

The plugin has no SMTP client, deliberately. Delivery goes through wp_mail, WordPress’s own mail layer.

Install and configure an SMTP plugin. Do it once, for the whole site, and Plugixa CRM will use it along with everything else that sends mail. Configuring a second set of SMTP credentials inside the CRM would give you two places to be wrong and no way to tell which one sent a message.

See Sending Email.

2 - Something scheduled did not happen

Mail fetching, mass email batches, reminders, webhook deliveries and integration jobs all run on WP-Cron, which in WordPress only fires when somebody visits the site.

On a quiet site that means late, and on a completely idle site it means never. Set up a real cron job that hits wp-cron.php on a schedule.

3 - Somebody cannot see what you expect

Three separate things decide this, and it is usually not the one people check first:

  1. CRM access - may they open it at all?
  2. Their role - what may they do, and to whose records?
  3. Field-level rules - can they see that particular field?

With no roles at all, everybody with access sees their own records and their team’s and can edit their own. Creating your first role replaces that for whoever holds it. See Roles, Teams and Permissions.

By what you were doing

Records

Symptom Cause
A record vanished It is in the trash. Switch the list to trash and restore it.
Two records for one company Use Duplicates and merge. Merging keeps both histories; deleting one does not.
A contact appears under two companies That is the feature. The link records their role at each.
A custom field’s type cannot be changed Records have answered it. Create a new field.
A field is blank for one person only Field-level rules.

Sales

Symptom Cause
“That stage belongs to a different pipeline” Move the deal to a stage on its own pipeline.
Status cannot be edited By design. Move the stage; the status follows.
The forecast is far below the pipeline total That is what weighted means. Check stage probabilities.
Convert is greyed out on a lead It is already converted. That cannot happen twice, deliberately.
Conversion created a second company None was chosen. Pick the existing account next time.

Email

Symptom Cause
Nothing sends See the first of the three above.
A message is stuck in “sending” The send crashed mid-handoff, which is what that status is for.
Nothing is fetched from a mailbox The account is inactive, cron has not run, or the credentials are wrong. Use Test connection.
“Your username or password is wrong” on a Microsoft mailbox Microsoft disabled password sign-in for mail in 2022. Use the Microsoft 365 connector.
Every reply opens a new case The reply carried no In-Reply-To header, which happens when somebody composes fresh.
Mail arrives but no case opens The account is personal, or the case option is off. Only group accounts open cases.

Marketing

Symptom Cause
A send is stuck The queue drains on cron.
Fewer recipients than the list holds Opted-out and invalid addresses are excluded when the send is resolved.
I cannot remove the unsubscribe link Correct. There is no setting, deliberately.
Somebody unsubscribed and is still on the list Correct. The list records who you targeted; the opt-out is on their address.
Opens show zero Recipients block images. Clicks are the more honest number.

Customers

Symptom Cause
The portal shows a sign-in link to an administrator Correct. An admin is not a portal user.
A customer sees nothing but cases Every other panel starts off.
A document panel is on but empty Each document needs its own portal tick, and must be linked to them.
A published article is not public Publishing, portal visibility and public visibility are three separate switches.
A customer saw an internal note Notes are private by default. One was published.

Integrations

Symptom Cause
A connector card says it is not installed It is not in this download. Free ships the framework and webhooks.
A webhook URL was refused It resolves to a private or reserved address. That is the guard working.
Submissions or orders arrive late Both are queued on purpose, so a slow CRM never breaks a form or a checkout.
Nothing syncs to somebody’s calendar Each person connects their own account.
A Google or Outlook event did not create a CRM meeting Deliberate. They never create CRM meetings.

Installing and upgrading

Symptom Cause
Two copies of the plugin are installed Expected during an upgrade. Deactivate the old one rather than deleting it.
Deleting the plugin lost everything That is what it does. There is no retention setting. Take a backup first.
A Pro screen is missing after upgrading Pro adds connectors, which appear on the Integrations screen, not in the sidebar.
Nothing changed after installing Pro Connect a connector. Nothing switches itself on.

Two things this plugin does not have

People arriving from another Plugixa plugin look for both:

  • No App Manager. Modules cannot be switched off. Integration connectors can.
  • No WP-CLI. No commands are registered.

When to ask for help

Have these ready and most questions answer themselves on the way:

  1. What you were trying to do, in order.
  2. Free or Pro, and the version.
  3. Whether it involves mail or anything scheduled - see the first two of the three above.
  4. What the person’s role allows, if it is an access question.
  5. WordPress and PHP versions. The plugin needs WordPress 6.5 and PHP 8.2.

Then contact support through your Plugixa account.

What to do next

Quick Links

Plugin page Changelog