Troubleshooting
Start with the symptom, then collect only the information needed to resolve it.
Nothing appears on the page
Check the connection ID, published layout ID, event public-display switch and approved fields. Clear visitor filters and confirm the records are eligible for public display. Use a Shortcode block for shortcode text.
A draft layout is not published. The basic [metasprout] shortcode requires an explicit fields attribute. Use only the supported shortcode names and attributes in the shortcode reference.
Fields are missing in Layout Studio
Choose the right event and record type, then check Public fields. An imported field is not automatically approved. Empty source values may also be omitted from a card.
The page shows an older design or a hidden presentation
Confirm the design was published or the import completed. Then check the anonymous page and each cache layer. See Cache clearing. A source update in Cadmium does not reach WordPress until an import applies it.
An import stays queued or stops progressing
Inspect import history, the host's cron runner, network access and license status. Do not repeatedly start new jobs. If the host uses real cron, confirm it advances the worker as well as scheduling imports.
An import is held or fails
Read the saved error category and diagnostic reference if available. Possible causes include an unavailable endpoint, HTTP error, invalid JSON, an oversized/incomplete feed, source-identity mismatch or invalid rules. Correct the cause and prepare a new snapshot or retry as appropriate. Last-good data is retained.
Some older failures contain only a generic message and cannot be diagnosed retroactively from that message alone.
Photos or calendar links are missing
Photos need configured media downloads and source consent. Calendar links need approved valid dates and the appropriate event date mode. See Presenter photos and Calendar downloads.
A customer account has no download
Confirm the order is associated with the signed-in customer and grants the MetaSprout download. A license used on another installation does not prove this account has a customer-portal order.
Report a reproducible issue
Include plugin, WordPress and PHP versions; hosting/cache products; approximate record counts; steps; expected and actual results; and a safe diagnostic reference. Redact screenshots.
Never send API keys, license keys, raw feed bodies, private presenter data or unredacted server logs. Email hello@metasprout.io for support.