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WordPress troubleshooting

Tips to help you resolve any issues with the BeyondWords plugin.
Before you begin troubleshooting, please make sure you have properly set up the WordPress plugin and consulted our guide to using the plugin.

The player is not appearing

Check that audio has been requested
You can check the API response to an audio request via the BeyondWords column in the relevant posts overview section of your WordPress admin. (If you cannot see the column, you should be able to add it via 'Screen Options'.)
  • audio has not been requested (–)
  • audio has been requested (✓)
  • audio was requested but the Player has been disabled (✓ - Disabled)
  • there has been an error (you will see a ! warning symbol with an error code and description)
If you need to request audio for a post, check 'Generate audio' in the BeyondWords sidebar and then update it.
Error information
  • CMS updates disabled: This means that the audio has not been updated in line with changes to your WordPress post. (The previous version will remain.) This is because someone disabled CMS updates when editing the audio via the TTS Editor.
Check that the audio is processed
Audio will only be embedded when it is processed (processing typically takes a few minutes). You can check your audio's status in the BeyondWords section of the Page/Post Settings Sidebar, as well as the dedicated BeyondWords sidebar.
You can also check the audio's status via your BeyondWords dashboard.
Check that the audio is published
If you have enabled 'Pending review', processed audio will go into an unpublished state by default. This means that it will not be embedded.
You can check whether an audio is published by consulting the column in the 'Content (Audios)' section of your project dashboard.
To publish an audio:
  1. 1.
    Go to the 'Content (Audios)' section of your project dashbaord
  2. 2.
    Hover on the audio and select '⋮' (Other actions)
  3. 3.
    Select 'Publish audio' (you should now see a tick in the 'Published' column)
Check that 'Display player' is checked
The audio player will only appear if the 'Display player' box is checked on the post/page at the time it is published or updated:
  1. 1.
    Open the relevant post or page in your WordPress admin
  2. 2.
    Open the BeyondWords sidebar
  3. 3.
    Check 'Display player' then 'Update' your post or page
If you have followed these steps and the player is still not appearing, there may be a compatibility issue with your WordPress theme. Please let us know which theme you are using and we will look to add support in the future. As a workaround, we recommend embedding the player manually.

The audio doesn't sound right

Other issues

Make sure you are using the latest version of our plugin
  1. 1.
    Go to your WordPress admin
  2. 2.
    Go to 'Plugins' then 'Installed Plugins'
  3. 3.
    Find 'BeyondWords – Text-to-Speech'
  4. 4.
    If an update is available, select 'Update now'
  5. 5.
    If available, select 'Enable auto-updates'
Delete any historical data
If you have changed the Project ID in BeyondWords plugin settings, historical data may be causing errors. To delete this data, go to the custom fields for each post and delete those associated with the BeyondWords plugin. You should then be able to reprocess your audio.
I haven't found a solution to my issue
If you cannot find a solution to your issue in our guides, please email [email protected] and describe your issue in as much detail as possible.
It will be helpful to provide:
  • Your project ID
  • Screenshots and/or screen recordings
  • Site health
    • Go to Tools > Site Health in your WordPress admin
    • Select 'Copy site info to clipboard'
  • Data from the 'Inspect panel' (if your issue relates to a specific post)
    • In the Block Editor:
      1. 1.
        Open the BeyondWords sidebar on the relevant post
      2. 2.
        Go to ‘Inspect’ then select ‘Copy’
    • In the Classic Editor:
      1. 1.
        Open the post editor
      2. 2.
        Open 'Screen Options'
      3. 3.
        Check the 'Beyondwords: Inspect' box
      4. 4.
        Go to the 'BeyondWords: Inspect' section of the page and select 'Copy'
      5. 5.
        Paste the copied details into your message to our support team
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