Prime Mover FREE & PRO users

Note that this procedure requires at least Prime Mover 1.6.0+. If you are using an outdated version of Prime Mover – please upgrade to the latest version first.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 use the PRO version, please update it via Prime Mover PRO -> Account or download the latest PRO version zip inside your Freemius account. The latest version always includes the latest stability and performance fixes, so it’s best to re-test your issue with the newest version to check if it’s already been sorted out.
  • Enable WordPress debug.log (which is generated inside /wp-content/ directory). Please add the following code to your wp-config.php to generate 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 );
  • Login again to your WordPress and reproduce the error. If the error occurs during export – please repeat the export. 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 /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.

All in all, you need to provide five important files to support. 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 zipped 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 the Gdrive 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 to 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 admin access to your site for debugging.
  • [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 helping us reproduce the issue faster on our end.
  • Finally remove these constants in your wp-config.php after sending all these 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 WordPress.org forum – please do not post sensitive links to logs/packages or even WordPress admin access in those places as they are public forums.

Updated: February 13, 2025

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