FileToWeb
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Troubleshooting and Support

Resolve WordPress connection, credits, polling, retry, local preview, and deactivation issues.

Test connection fails

Check:

  1. API URL is https://filetoweb.com.
  2. The API key belongs to the intended customer workspace.
  3. The key is active and has document read and write scopes.
  4. The workspace has API access.
  5. The WordPress host can make outbound HTTPS requests to FileToWeb.

Replace a revoked or incorrect key. Never post an API key in a public issue.

A new upload stays Not synced

Likely causes:

  • FileToWeb is not enabled or configured.
  • The source is not a PDF.
  • WordPress cron did not run the scheduled sync.
  • The current content path is not one the plugin recognizes.

Use Sync PDF now for the specific attachment or Proud Document. For Meeting content, use the action on the specific Agenda, Agenda Packet, or Minutes row.

A document remains Processing

Most PDFs finish in a few minutes. Larger or more complex PDFs can take up to 10 minutes.

  1. Wait several minutes.
  2. Click Poll status.
  3. If multiple items are pending, use Poll pending.
  4. Verify WordPress cron or the hosting platform's real cron runner.
  5. Confirm the workspace still has enough Credits.

The public site continues using the original PDF until WordPress has a complete local HTML copy.

Processing failed

Version 0.1.34 shows a customer-safe error and, when available, a support reference such as FTW-A31C82F4.

  1. Record the support reference.
  2. Click Retry processing.
  3. Poll until the status changes.
  4. If it fails again, send the reference and document context to FileToWeb support.

Retries preserve successfully generated pages and recover unresolved work when possible.

Insufficient Credits

FileToWeb checks available Credits before starting known conversion work.

When Credits are insufficient:

  1. Open the associated FileToWeb workspace.
  2. Review Credit balance and recent usage.
  3. Add Credits or contact the workspace billing owner.
  4. Return to WordPress and retry.

For migrations, reduce Batch size and review usage after each batch.

Status is Ready but the public site still shows a PDF

Check:

  • Public replacement is enabled.
  • View local HTML copy works.
  • The public URL is a supported attachment, Proud Document, Meeting preview, content link, or widget path.
  • Page, object, reverse-proxy, and CDN caches are cleared.
  • ProudCity core and theme contain the provider-neutral preview support required for durable previews.

Admin edit screens intentionally preserve the original PDF source.

Deactivation returns a ProudCity preview to PDF

This usually means one of the following:

  • The ProudCity core or theme does not include the provider-neutral preview contract.
  • The document was synced before durable preview metadata was published and has not been refreshed.
  • The local or remote WordPress artifact is missing.
  • The FileToWeb provider was explicitly disabled.

Reactivate the plugin, poll or sync the document once, confirm View local HTML copy, and repeat the deactivation test. If it still returns to PDF, an administrator should inspect the preview record, artifact storage, and provider setting.

Public output is stale after editing in FileToWeb

Publishing in FileToWeb updates the FileToWeb version. WordPress must then refresh its local copy.

  1. Confirm the desired FileToWeb version is published.
  2. Return to the WordPress source.
  3. Click Sync PDF now or Poll status.
  4. Open View local HTML copy.
  5. Clear public caches.

Backfill or bulk queue appears stalled

  • Confirm the queue reports remaining items.
  • Use Run next queue batch.
  • Check that Batch size is greater than zero.
  • Confirm WordPress cron is running.
  • Check Credits before continuing.

Use the tracked bulk queue for full-site Proud Document or Meeting migration. Use Backfill batch only for a small immediate bounded run.

Information to include with a support request

Provide:

  • Public WordPress page URL
  • WordPress plugin version
  • Content type: attachment, Proud Document, Meeting material, or PDF-to-Page
  • Current FileToWeb status
  • Support reference, if shown
  • Approximate sync and poll time
  • Whether View original PDF and View local HTML copy work
  • Whether the problem occurs while the plugin is active, deactivated, or after Public replacement is disabled

Do not provide:

  • API key
  • WordPress password
  • Private PDF content unless a secure support channel has been arranged

Useful links