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Troubleshooting Guide

Common issues, error messages, and their solutions. Covering compatibility, plugin conflicts, configuration errors, and licensing problems.

30+ issues covered Step-by-step fixes Updated regularly
High severity (site-breaking)
Medium severity (feature broken)
Low severity (cosmetic/minor)
Installation

Installation Issues

This error occurs when your server's PHP upload_max_filesize or post_max_size limit is lower than the plugin file size (typically 4–12 MB).

Solutions (try in order):

1

Add these lines to your .htaccess file in the WordPress root: php_value upload_max_filesize 64M and php_value post_max_size 64M

2

Alternatively, add to wp-config.php: @ini_set('upload_max_size', '64M');

3

If you have access to php.ini, set upload_max_filesize = 64M and post_max_size = 64M, then restart PHP-FPM.

4

As a fallback, install via FTP. See FTP installation instructions.

A white screen usually indicates a fatal PHP error or memory exhaustion. The plugin itself is rarely the root cause — it typically exposes an existing server limitation or conflict.

1

Deactivate via FTP: Rename the plugin folder in /wp-content/plugins/ from smart-cache-pro to smart-cache-pro-DISABLED. This deactivates it without needing WP admin access.

2

Enable WP_DEBUG: Add define('WP_DEBUG', true); define('WP_DEBUG_LOG', true); to wp-config.php. Retry activation and check /wp-content/debug.log for the actual error.

3

Increase PHP memory: Add define('WP_MEMORY_LIMIT', '256M'); to wp-config.php.

4

If the error persists, submit a support ticket with the debug.log contents.

This happens when the plugin .zip was not extracted correctly, or the files were uploaded to the wrong directory.

  • Via FTP, verify the plugin folder exists at /wp-content/plugins/smart-[plugin-name]/
  • Inside that folder, confirm the main plugin PHP file exists (e.g. smart-cache-pro.php)
  • If the folder structure is nested incorrectly (e.g. /plugins/smart-cache-pro/smart-cache-pro/), move the inner folder up one level
Licensing

Licensing Issues

1

Copy the license key directly from your SmartNet Dashboard — do not retype it manually. Keys are case-sensitive.

2

Confirm you are activating the correct plugin with the correct key. Each plugin has its own license key.

3

Check your license has not expired under Dashboard → My Licenses.

4

If your server has firewall rules blocking outbound connections, whitelist api.smartnetconsultancy.com on port 443.

Your license is already activated on the maximum number of sites for your plan. To move it to a new site:

1

Go to the old site's WordPress admin → Plugin Settings → License tab → click Deactivate License.

2

Return to the new site and activate using the same key.

If you no longer have access to the old site, log in to your SmartNet Dashboard → My Licenses → click Reset Activations next to the license. This is available once every 30 days.

Automatic update notifications require an active, valid license key. If your license has expired, renew it from your dashboard and re-enter the key in the plugin's License tab. Updates will appear in WordPress within 24 hours after renewal.

Performance

Performance Issues (Smart Cache Pro)

Verify caching is active by checking the HTML source of your homepage. A cached page includes a comment near the bottom:

<!-- SmartNet Cache Pro | Generated: 2025-01-15 10:32:41 -->

If this comment is absent, caching is not serving. Common causes:

  • You are logged in: Smart Cache Pro bypasses cache for logged-in users by default. Test in an incognito/private window.
  • WooCommerce conflict: Add your cart and checkout URLs to the excluded URLs list.
  • Conflicting caching plugin: Only run one caching plugin at a time. Deactivate W3 Total Cache, WP Super Cache, or WP Rocket.
  • Object cache conflict: Disable object caching temporarily under Cache Pro → Settings → Object Cache.

Smart Cache Pro automatically clears the cache for a post when it is updated. If outdated content persists:

  • Go to Cache Pro → Tools → Clear All Cache and click Clear.
  • Ensure Auto-Clear on Publish is enabled under Settings → General.
  • If using a CDN, also purge the CDN cache separately from your CDN provider dashboard.

Minification can break certain JavaScript files that are not written to strict standards. To fix:

1

Disable JS minification under Cache Pro → Minification → JavaScript and test if the error resolves.

2

If it does, use the JS Exclusions field to exclude the problematic script by filename pattern.

Security

Security Shield Issues

Act quickly. If you lock yourself out, use FTP or your hosting control panel's File Manager to resolve.
1

Via FTP: Navigate to /wp-content/plugins/smart-security-shield/ and rename the folder to smart-security-shield-DISABLED. This disables the plugin and removes the firewall.

2

Log back in to WordPress admin, rename the folder back, then add your IP address to the Firewall → IP Allowlist before re-enabling.

The WAF may be triggering on certain form input patterns. To resolve:

  • Switch the firewall to Learning Mode temporarily to identify the blocked rule under Firewall → Blocked Requests Log.
  • Whitelist the specific rule or the form's URL under Firewall → Rule Exceptions.
  • If using a page builder (Elementor, Divi), add the page builder's AJAX URL to the exceptions list.
Plugin Conflicts

Plugin & Theme Conflicts

Use the standard WordPress conflict diagnosis method:

1

Switch to a default theme (Twenty Twenty-Four). If the issue disappears, the conflict is theme-related.

2

Deactivate all other plugins except the SmartNet plugin. If the issue disappears, reactivate other plugins one by one until the conflict reappears.

3

Once identified, contact our support team with the name and version of the conflicting plugin — we will investigate and release a compatibility fix.

Running two caching plugins simultaneously causes conflicts and unpredictable behavior. Only one caching plugin should be active at a time.

Before activating Smart Cache Pro, deactivate and delete: W3 Total Cache, WP Super Cache, WP Rocket, LiteSpeed Cache, and Autoptimize. Then clear your browser cache before testing.

WooCommerce

WooCommerce Booster Issues

Checkout errors after activation typically stem from JavaScript conflicts on the checkout page.

1

Go to WooCommerce Booster → Settings → Checkout and disable the Checkout Enhancements toggle. Test checkout.

2

Ensure WooCommerce is updated to the version listed in the plugin's compatibility matrix (visible in your dashboard).

3

If using a custom checkout plugin (e.g. CartFlows, FunnelKit), add your checkout URL to Booster → Excluded Pages.

  • Verify your WordPress site is correctly configured to send email. Use an SMTP plugin (WP Mail SMTP, Postmark, SendGrid) for reliable delivery.
  • Under Abandoned Cart → Logs, confirm cart sessions are being recorded (guests must provide an email on the checkout page for tracking to work).
  • Check that the recovery email sequences are enabled and the delay timers are set correctly.
General

General Issues

  • Hard-refresh the settings page with Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to bypass browser cache.
  • Deactivate any admin-area caching plugins (some caching plugins cache WP admin pages).
  • Check your browser console (F12 → Console) for JavaScript errors and include them when contacting support.

We recommend the following procedure for major version updates (e.g. v2.x → v3.x):

1

Back up your site database and files using your host's backup system or a plugin like UpdraftPlus.

2

Test the update on a staging environment first if possible.

3

Apply the update via WordPress Admin → Plugins → Update Available.

4

Clear your site cache after updating under the plugin's Tools page.

Issue not resolved?

Our technical support team handles complex issues that aren't covered in this guide. Include your WordPress version, PHP version, and a description of the problem.

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