Common Troubleshooting Tips

David Bullock — 
When helping Memberium site owners, we tend to see the same problems over and over again. This troubleshooting guide is intended to help you avoid the common mistakes people run into.

Basic Checks

  • Check your WordPress installation to make sure that you are current on your updates. There may be an update that fixes a bug or deals with the situation you are experiencing Please update your Memberium plugin prior to contacting support.
  • Go to your Memberium Dashboard and verify that your site is not running in “Trial” or “License Expired” mode.
  • If EVERY page load is slow, you may not have a valid license. Contact Support and be sure to let us know what domain and Infusionsoft App Name you’re using.
  • If you have a domain license, verify that your domain exactly matches the domain on your license.
  • If you have an unlimited license, verify that your appname exactly matches the domain on your license.
  • If your site is slow or crashing intermittently, check your memory in the Memberium dashboard. WordPress sites default to 40M (megabytes) and Memberium runs fine with that. Depending on your theme and other plugins you may need more memory. You can increase your memory to 64 or more megabytes. Most web hosts will let you use up to 256M of RAM for your site. You want the lowest amount you can where everything works reliably. You can read about how to increase your wordPress memory here.
  • If you’ve moved your site to a new domain, please contact support and let us know what your new domain is and what your old domain was. We can transfer your license to the new domain at no cost.
  • Check that the I2SDK plugin is properly configured. The API key should be set up, and the status should show “Verified”.
  • Check that all dashboard line items have numbers next to them. A missing number may indicate a missing or damaged database table.
  • Check if Memberium is syncing with Infusionsoft. You can do this several ways, including by adding a tag in Infusionsoft, and then resyncing the user and see if the tag shows up, or by creating a new tag and resyncing from the dashboard to see if the tag count changes.

Shortcodes Not Working

  • The credit card add/update form isn’t showing Verify that you’re using the shortcode on an SSL page. For security reasons the form will refuse to show on a non-secured page.
  • Check the spelling. All Memberium shortcodes are in all lowercase. Check the quotes to make sure you didn’t accidentally use “smart quotes”.
  • IonCube is present, Memberium is running, but no Shortcodes work on your pages. This is caused by an IonCube server misconfiguration. Please contact your web host and ask them to fix this. This is often caused by the web host partially upgrading your site and forgetting to update Ioncube, leaving an incorrect php.ini files in your site setup. We can sometimes help as well if you provide us Cpanel/FTP access.

HTTP POST Problems

  • MakePass doesn’t generate a password Go to the contact and review the Campaign Builder history. if there was an error, it will usually be listed here and you may be able to find it in the descriptions below.Did the user’s email already exist in WordPress? MakePass defaults to not generating a password if the user already exiss.
  • Bad HTTP POST URL Make sure that your HTTP POST URL is completely pasted into Infusionsoft, and doesn’t have leading or trailing spaces, or other formatting errors.
  • Your HTTP POST URL is SSL Infusionsoft’s web servers run an older software and are limited in which SSL certificates they work with. Try using a non-HTTPS URL to do your HTTP POST.
  • 301/302 Errors HTTP 301/302 are not actually errors, but are redirects. You are HTTP POSTing to a URL that is redirecting to another URL. The Infusionsoft HTTP POST server cannot handle redirects and will fail. Common causes of this are POSTing to a page that you have access controlled, or POSTing to a http:// page that redirects to https://
  • 403 Errors HTTP 403 errors are caused by security systems. A common cause is CloudFlare’s security mode. This is often caused by web caching or firewall security systems that block the HTTP POST from the server. You’ll need to reconfigure or remove the service blocking the HTTP POST.
  • 406 Errors The error may be generated by your web host’s Apache mod_security module. Mod_security is a type of firewall program that runs on Apache web server, that scans for violations of the rules it has set. If an action occurs that violates one of these rules, the server will return a 406 error.The module is configured with various security rules by the user or more typically, by the web host. Neither the Memberium team, nor the plugin have any information on how it’s configured for any particular web host. Because each web host configures it with their own rules we have no way to know why it might be blocking the request. If you are running into this you will need to work with your web host and provide them example URL’s so they can identify the rules in question and update their configuration.
  • 408 Errors HTTP 408 errors are caused by timeouts. This indicates that it took too long for your server to respond to Infusionsoft to process the HTTP POST. This is often caused by web caching or firewall security systems that don’t forward the HTTP POST to the server but don’t block the connection. You’ll need to reconfigure or remove the service blocking the HTTP POST.
  • 500 Errors HTTP 408 errors are general errors. Please send us the HTTP POST URL you are using and a sample contact Id for our debug tool.
  • Security Plugins – Make sure that if you have any security plugins, that they’re not blocking your HTTP POSTs. In particular iThemes Security will add settings to your .htaccess file that block HTTP POSTs, and stay in place even after you remove the plugin. Please see our documentation notes about Securi and WordFence.
  • Caching CDN’s / Web Application Firewalls / Reverse Proxies – CloudFlare and other web caches often have additional value-added security features that will block HTTP POSTs as well. Please see our documentation notes on CloudFlare for examples.

Odd Site Behavior

  • You’re seeing everything, whether you have the tags or not, autologin doesn’t work, and no contact fields are showing Make sure you’re not testing logged in as an admin user. Admin users aren’t mapped to Infusionsoft contacts for security reasons. We recommend creating a couple of test users and logging in with another browser to test the user experience.
  • Does your Infusionsoft contact have duplicates? Check to make sure that not more than one Infusionsoft contact has the same email address. You may be connecting as the wrong contact.
  • The Memberium Login Form appears sometimes, or appears in some browsers, but not others. The Memberium Login Form is designed by default to only appear to non-logged in users, as logged in users do not need to login. You can force the form to always display, if you wish. You can read about the [memb_loginform] parameters here.
  • Looping between two pages. When setting up page or post redirects it is critical to avoid accidentally creating loops between two pages that both have access controls where the user doesn’t quality for either page. The user will be bounced back and forth between the two pages until the browser gives up. If you need help solving these, we can help you work this out.
  • I updated a tag in Infusionsoft, but I don’t see it online right away? Tags are synced during login only,if you need your new tag to be applied immediately to users who are currently logged in, you need to use an update-contact HTTP POST.
  • I can login but access to some/all pages is denied. Make sure that your links and domain are consistent. If you use www. some times, but not others then WordPress may not be able to read your cookies, and will treat your pageview as a non-logged in user. If you code your links using the domain, make sure you are 100% consistent.

Verify User/Contact Setup

  • Check Memberium->Basic Options->Infusionsoft Username Field/Infusionsoft Password Field and make sure that the user’s corresponding fields on Infusionsoft are filled and are matching with the information with which the user is logging in.
  • Check if the user has an email, password and a relevant Membership tag (As per the membership levels on Memberium->Memberships) assigned to their contact record (You can check this through user’s WordPress profile or via Infusionsoft).

Tags Not Syncing

  • Check Memberium->Sync Options and make sure that the tag you’re trying to sync isn’t in the category that is set to be ignored.
  • Check Infusionsoft to make sure that the user account has the same tag and that there are no duplication or tags with similar names.
  • Check if Maximum Contact Cache Age in Memberium->Settings>Performance is set to a specific value.
  • Check if the site was previously mapped to another Infusionsoft App. If so, contact support.
  • Verify tags by tag number to make sure there isn’t a problem with two tags with similar names that are causing an issue.

Autologin Failures

When asking for support to debug autologin links, please provide us a copy of the actual link that is clicked when possible, not just our example link code.
  • Redirect Not Working Verify that your redir= parameter does not include the full domain. Only use the path.
  • Autologin Goes To Home Page Instead of Redirect Page If you’re using the whole http:// link in your redirect, try just using the path. Some web hosts do not like seeing http:// or https:// in the middle of the link and will not process it properly.
  • Autologin from Email Doesn’t Work The link may have become corrupted when placing it in the email template, please forward us a copy of the sent template for testing.
  • Autologin from Form Doesn’t Work Autologins from forms may be happening faster than Infusionsoft can update the contact record with new password and tags. Please use the forcelogin and tag_ids parameters to let Memberium work around this issue.
  • WordPress User isn’t a “Subscriber” role Please check and verify that the WordPress account has the subscriber role. Autologin is disabled for security reasons on non-subscriber accounts. Your WordPress may have been modified to give your users a different default role. You can set the New User Default Role in Settings->General. For test accounts, please make sure you didn’t use your administrator email for the test record. Administrators can’t autologin.
  • Incomplete User Setup In order for a user to be auto-logged in, they need a username (their email address), password, and appropriate membership tags.
  • Wrong Auth Key Memberium enforces use of different auth keys for HTTP POSTs and Autologins. If you created your own autologin link, you may have accidentally used the wrong auth key. Simply change the auth key to one of the autologin auth keys.

Login Failures

Please verify that the login doesn’t work before contacting support. It may simply be a case of operator error. The user may have miscopied or mistyped their password, etc. You can view the information Memberium has about your user by going to the WordPress User Editor and scrolling down to the bottom. Memberium will display the contact’s contact Id, if it’s detected duplicate contacts, the user’s tags, and the membership levels the contact has. You’ll want to merge the duplicate records to preserve the tags and history. We do not recommend deleting duplicates.
  • Duplicate Contacts You will need to go into Infusionsoft and merge the contacts. Once the duplicates are merged, you can resynchronize the user to see if it’s solved the issue.
  • No Membership Levels If no Membership Levels or tags are listed, then the user is likely missing or has the wrong tags applied, or is a duplicate and is missing the tag. You need to add the correct tag(s) and/or merge the duplicates to proceed.

Other

  • PHP Warnings PHP Warnings should not be enabled on live servers. This is a server configuration error, and should be corrected by your web host. You can try going into Memberium’s advanced settings and disabling error display, but the server may override this setting. Please send any Error or Warning messages to Support

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