Prime Mover FREE & PRO users

Note that this procedure requires at least Prime Mover 1.6.0 or later. If you are using an outdated version of Prime Mover, please upgrade to the latest version first. Then, please follow the procedure below:

  • First, ensure you always use the latest version of the Prime Mover plugin. If you are using the FREE version, please download it from WordPress.org. If you are using the PRO version, please update it via Prime Mover PRO -> Account or download the latest PRO version zip file from inside your Freemius account. The latest version always includes the latest stability and performance fixes, so it’s best to retest your issue with the newest version to check if it has already been resolved.
  • Enable WordPress debug.log (which is generated inside /wp-content/ the directory). Please add the following code to your wp-config.php to create the debug.log:
// Enable WP_DEBUG mode
define( 'WP_DEBUG', true );

// Enable Debug logging to the /wp-content/debug.log file
define( 'WP_DEBUG_LOG', true );

// Disable display of errors and warnings
define( 'WP_DEBUG_DISPLAY', false );
@ini_set( 'display_errors', 0 );
  • Log in again to your WordPress and reproduce the error. If the error occurs during export, please try exporting again. Otherwise, if it is an import error, please repeat the import process.
  • If a runtime error is generated during the export or restore process, click the “Runtime error” link to download the runtime error log. (if possible).
  • Go to Prime Mover -> Advanced -> Advanced Settings Panel -> Debugging Tools -> Download log and click “Download log file.” This will download the complete migration log.
  • Go to Prime Mover -> Advanced -> Advanced Settings Panel -> Upload/Download Parameters -> Export site info and click “Export site info“. This will download details of your site info, including your Prime Mover settings data. This is your site information log.
  • Retrieve the debug.log found in the /wp-content/ directory of your site. Please also include this log.
  • Please add relevant screenshots of the issue, if possible, so we will know where and when the problem occurs.

In summary, you will need to provide five key files to support your claim. These are the:

  • Runtime error log (if caused by runtime error)
  • Migration log
  • Site information log
  • Debug log
  • Error screenshots (optional if helpful)

Please put these five files inside a folder and zip them. Please do not share these logs with any public forums or any person. Please provide these logs ONLY to the plugin developer. You can upload this zipped log file to Google Drive or Dropbox and send us the link to download the logs via the support contact form. You can email us if you already have our technical support email address. Or if this is a new ticket, you can open this for us via:

  • [PRO version] Optionally, inside your WordPress admin, go to Prime Mover – Contact Us.
  • [PRO version] Select Technical Support. Then, you can paste the migration log and provide us with all the details. If you think the log is too big, please upload it to Google Drive or Dropbox and paste the link to download it.
  • [PRO version] You can optionally provide us with administrative access to your site for debugging purposes.
  • [FREE or PRO versions] Optionally, if you are doing the import, you can provide us with the package (in WPRIME package format). This would be very helpful in allowing us to reproduce the issue more quickly on our end.
  • Finally, remove these constants from your wp-config.php file after sending all the logs to us.
// Enable WP_DEBUG mode
define( 'WP_DEBUG', true );

// Enable Debug logging to the /wp-content/debug.log file
define( 'WP_DEBUG_LOG', true );

// Disable display of errors and warnings
define( 'WP_DEBUG_DISPLAY', false );
@ini_set( 'display_errors', 0 );

Note: If you have opened a ticket on the WordPress.org forum, please refrain from posting sensitive links to logs, packages, or WordPress admin access in those forums, as they are public.

Persistent debugging and migration log for all sites (including HTTP API logs)

If you are a PRO version user, you can go to Prime Mover PRO -> Advanced -> Debugging Tools -> Persist / HTTP API Log and check this setting.

After changing this debugging feature, it will do the following:

  • The migration log persists and will not be cleared for every restore and export. This is useful if you want to capture all events and issues during every migration, export, or restoration for troubleshooting purposes (or when requested by technical support). Please note that this will result in a significantly large file size for your logs. Limit its usage and disable it when it is no longer needed.
  • Typically, Prime Mover does not log HTTP API calls for remote URL restoration. When this setting is checked, it will now log the header status and all events of the HTTP API calls. This is useful when troubleshooting causes associated with remote URL restoration issues. For example, using this log, you will see the actual header status being returned by the server. You can then provide this log to tech support for further validation and analysis.

Updated: April 19, 2025

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