Scope: Prime Mover Free / Pro version

Sometimes an import / restoration process can hang indefinitely. Common symptom is a stuck progress indicator that does not seem to progress to the next step or stays the same forever.

Possible Cause: Internet Connection Issue

Disconnection of Internet connection can cause restore hang because the plugin can no longer receives updates coming from the server. Even intermittent disruption of connection can cause this issue because a browser hang-up and it needs to be refreshed.

There are also some cases where although the connection is established, but the upload speed is very slow. This issue typically happens when you are uploading a package. The processing indicator shows “Processing…” almost indefinitely.

Prime Mover will not stop the restore process unless an fatal run-time error is encountered. So despite very slow upload speed, it will continue processing until its completed. It’s up to you to wait.

If you ran out of patience waiting for this or if you currently have a slow upload speed, its highly recommended to not restore a package. If you have an ongoing upload, you can cancel it. And then look for a more reliable faster uploading speed connection where you can get a more responsive upload progress. And repeat the restoration process again.

Connection issues are beyond what the plugin can control and its best to check the stability and reliability of your Internet connection before doing a restore.

Below are the recommendations in combating upload speed issue:

  • If you are using free version of Prime Mover, it is recommended to test your upload speed first. Upload speed recommendations varies with your package size. For example in our experience, a 0.75Mbps upload speed is doable for a 12MB or even 25MB Prime Mover zip package, you should not wait very long. But 0.75Mbps upload speed is too slow if your package is 50MB or even larger. You should find a faster upload connection. Otherwise you will need to wait for a long time to have your package uploaded and restored by Prime Mover.
  • If you have a PRO version of Prime Mover, its even gets easier. Browser upload is always slow compared to SSH / SFTP large file uploads, so don’t use browser upload. The strategy is to “manually” upload first the package to your WordPress root using your favorite SFTP client. Once uploaded, restore the package using Prime Mover remote URL functionality. In this feature, you will simply provide the URL to the zip package and Prime Mover will unzip and restore it for you.

Take note that Prime Mover is tested to work even with 2G connection and we have tried restoring a 300MB package in a 0.75Mbps upload connection, it works. As a long as the upload speed is consistent and the connection to the server is not disrupted. Although the uploading process takes a bit of time.

If you can get a faster upload speed, much better.

Uncleared plugin caching issues

Prime Mover by default, deactivates all plugins (except itself) when restoring a site. But it cannot itself cleared browser cache. The cached remains of recently deactivated plugins will still persist in your browser as you are restoring the site.

In most cases, this is harmless. But in some rare occasions, this can introduce conflict to the restoration process and the script would look like to become stuck on a specific progress indicator.

Refer to the recommended solution below for a more robust solution regarding this issue.

Recommended solution

If you encounter the hang / freezing during restoration problem and you are sure you don’t have connection issues. Try the following steps :

  • Backup the current working site first (either with Prime Mover export functionality or using other backup plugins). This assumes you still need to restore the current site in the event of failed restoration.
  • Install WordPress Reset Plugin.
  • Activate WordPress Reset plugin and reset your site.
  • WARNING: This procedure clears your current site database, make sure you have a backup ready as it was illustrated in the previous steps.
  • This will clear your existing site database in preparation for the new site restoration.
  • Clear your browser cache and logged-out
  • Login again and activate Prime Mover plugin.
  • Proceed to restoring the site.

If you are still having issues restoring the site even after following the recommended solution, please let us know and open a bug ticket. Thank you.

Explanation of the solution

Prime Mover can support importing a package even with an actively running site. But the best practice should be done with a freshly installed site. If you have an existing site, make sure you reset the site database first before restoring a site.

This effectively resets the site to default state and there should be no more conflicting plugins / themes/ third party code which can disrupt the restoration process.

You can use plugin like WordPress Reset to bring your back to default state. As a warning earlier, take note that this deletes your current site database. Make sure you have a backup of your current site if its still valuable to you.

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