Support guide for the WordPress plugin

Here are the instruction on how to handle problems with the WordPress Plugin to Import Spreadsheets from Microsoft Excel.

Since you’re here, it seems you are having problems with our plugin for WordPress. We’re sorry to hear that. Please follow the instructions below to get help from the right person.

Are you just seeing a white screen?

WordPress administrators jokingly describe this as “the white screen of death”, or just WSOD. It is well documented and you should be able to find good instructions on how to correct this on the web. After you have brought your site back up again, please continue here.

You need a SpreadsheetConverter license key

The WordPress plugin is only useful for people that use the SpreadsheetConverter add-in for Microsoft Excel, or test it with a trial license. Sometimes we get support requests from people that want to import raw, unconverted spreadsheets into WordPress. Unfortunately, we cannot assist you with that.

Please provide your SpreadsheetConverter Professional edition or trial license key when you report any issues with the plugin.

You need a successfully converted spreadsheet

Before you report any issues with the plugin, you need to have an Excel spreadsheet that has been successfully converted to a web page with SpreadsheetConverter.

You must have the plugin installed and functional

You must install the plugin according to the instructions in the Installation guide.

Unfortunately, we are unable to support you in normal day-to-day WordPress activities. If you have problems installing the plugin, begin by contacting your local WordPress Administrator or webmaster.

You should see “Upload SSC Calculator” in the left-hand menu

upload calculator menu in wordpress

If you cannot use the plugin, you may have had installation problems that you didn’t notice. Go back and try the installation again.

Check if you have one of the known issues

There are a few issues that we know may cause problems. Please check if your problem is one of the below:

  • The plugin requires that the ZipArchive extension for PHP is installed and enabled. Consult your webmaster or hosting provider to install or activate ZipArchive.
  • When using the Classic editor in Google Chrome, an embedded calculator may disappear from the page/post that is being edited. If you need to use the Classic editor, use another web browser like Edge or Firefox. Read more in the Upgrade Notice in the plugin’s ZIP file.

Verify that the problem is caused by the plugin

It’s easy to deactivate all of your plugins using the bulk action option at the top of the main plugins page i.e. www.example.com/wp-admin/plugins.php. If you still have the problem, at least you now know it is not caused by one of your plugins.

Now enable only the Import Spreadsheets from Microsoft Excel plugin and test again. If the problem has returned, it is probably caused by our plugin. Please contact our help desk.

Caching may delay the publishing of new content

Most WordPress websites are cached to shorten response times. This means that the webpages are stored as pre-rendered, static HTML files that are rapidly accessible for web browsers, without invoking the cumbersome WordPress process to reformat the page for every request. Your website may even be using a Content Delivery Network to host your web pages in multiple locations worldwide. bringing your cached content closer to its global audience.

Each level of caching delays the publishing of new or updated content. The typical publishing delay caused by caching is 1-48 hours.

When you upload a new version of a calculator, it may not appear immediately in the preview pane of the plugin or in your web pages. This is usually a result of caching, which is beyond our control.

When you test static content like uploaded calculators, you can try adding a fake “version” parameter to the link to the calculator:

https://example.com/calculator.html?version=1

When you update the calculator, just remember to change also the version number in the links to it, which should force the cache to fetch the updated content. Note: you only need the version parameter during testing, to verify that the update went through correctly. In your production environment, the updated version will be loaded automatically when the cached copies of the previous version expire.

If this doesn’t work for you, you should contact the person responsible for your caching setup and request that each cache is purged, so that your most recent WordPress updates are made available instead. The main effects of caching appear during the first hour so any additional delay usually has very little impact on response times.

Check if you have a conflict between plugins

If the problem does not reappear when you enable just the Import Spreadsheets plugin, enable your other plugins one by one until the problem reappears. There may be a conflict between another plugin and the Import Spreadsheets plugin. Please contact our help desk and report the plugin conflict.

Enable and examine your Debug Log

Your WordPress debug log may contain more information that can help solve the problem. If you haven’t already enabled it, open your wp-config.php file, and ensure you have the following setting:

define(‘WP_DEBUG’, true);

The debug log is in the WordPress content folder. This is usually called wp-content. Open the log file debug.log, go to the bottom and look for log entries that coincide with your recent site interactions.

Check if you have other common WordPress problems

There are many common problems in WordPress. Please check if your problem is one of the below. To learn more about each problem, please search the web. All these issues are well documented

  • Many problems with WordPress, in particular http 500 internal server errors, can be caused by a corrupt .htaccess file. Delete the current file via FTP and upload the last safe version of it from your backups.
  • You may be reaching your CPU or memory limits, or the maximum execution time. Consult your webmaster or hosting provider to verify your current settings.
  • The core WordPress files may be corrupted. Re-upload all core WordPress files to ensure they are correct.