Topic Tag: Account Issues

Problem:

The customer encountered a footer bar on their site displaying the message:
“This site is registered on Toolset.com as a development site.”
They found this footer message intrusive and wanted to remove it immediately.

Solution:

This issue occurs because the site's Toolset key is registered as a "development" site. To resolve this, the customer was advised to:

- Remove the current site key.
- Generate a new site key and set it as a "production" key instead of "development."
- This process was detailed in a related forum reply shared with the customer.

Relevant Documentation:

https://toolset.com/forums/topic/deactivate-the-reference-to-a-development-site-in-the-footer-of-the-website/#post-2679967

Problem:

The customer was upgrading their site running Toolset Version 2.3.5 to the latest version while also updating PHP to version 7.x. They needed guidance on the upgrade path and encountered issues displaying custom fields with legacy PHP code after the update. Despite the fields being visible in the Classic Editor, embedding Toolset shortcodes in the editor caused site crashes when running PHP 8.2.

Solution:

Solution:

1- Upgrade Path: It was recommended to deactivate and delete the old version of Toolset, update PHP to version 7.x, install the new Toolset version, and import custom fields if necessary. The customer's data was safely retained in the WordPress database throughout this process.

2- Custom Field Display:
To replicate the legacy PHP logic, it was advised to use Toolset Views with conditional shortcodes, such as:

[wpv-conditional if="( NOT(empty($(wpcf-trail-length))) )"]
   <h4>Your HTML here</h4>
   [types field="wpcf-trail-loc"][/types]<br />
   [types field="wpcf-trail-land"][/types]<br />
[/wpv-conditional]

If continuing with PHP code, the prefix wpcf- remains unchanged. The get_post_meta() function should be used to retrieve custom fields:

$loc = get_post_meta($post_id, 'wpcf-trail-loc', true);

3- Compatibility Notes: The customer was advised to update the PHP retrieval methods to align with current standards and replace older code constructs. The errors reported were related to the use of the continue statement and outdated plugin code.

Relevant Documentation:

https://toolset.com/documentation/programmer-reference/views/views-shortcodes/
https://developer.wordpress.org/reference/functions/get_post_meta/

Problem:

The customer reported that since September 6, their security software marked the submit.php file from Toolset as suspicious, along with other files from various Toolset plugins. This issue affected all their sites using Toolset plugins, leading to concerns about potential security risks.

Solution:

We conducted a review of the flagged files and found no malicious content but recommended that the customer manually replace the plugin files with fresh copies from the Toolset downloads page. After the customer reported that reinstalling the fresh copies did not resolve the issue, we confirmed it was a false positive. We contacted the WPMU team to request whitelisting of the files.

The customer was advised that they could also reach out directly to the WPMU support team for faster assistance regarding the whitelisting process. Ultimately, the WPMU team confirmed that the files were whitelisted, resolving the customer's issue.

Problem:

The customer encountered a message related to a Toolset license key and needed assistance to understand how to manage site registration and the use of the key.

Solution:

We explained that if the site is registered as a development site, it must be "published" to convert it to a production site. This can be done from the WordPress dashboard or the Toolset account page. The license key is used to validate the Toolset license and can be entered via the WordPress admin under Plugins > Add New > Commercial tab > (Un)Register Toolset link. The green check marks indicate that the plugins are up-to-date, while red checks signify that updates are needed.

Problem:

The customer wanted to update their website locally using Toolset and then migrate it to the live environment. They encountered issues with Toolset recognizing the site due to the different URL during the migration, and later faced a problem where the site key did not match, blocking communication with Toolset servers.

Solution:

We advised the customer to mark the local site as a copy of the live site when prompted by Toolset. When the issue with the site key mismatch occurred, we recommended removing the old site key from the Toolset account, creating a new one, and registering Toolset again with the new key. This resolved the issue. We also suggested ensuring the correct URL format is used when generating the new key.

Problem:
The following error message has appeared on the customer's website:

"Toolset plugin cannot connect to toolset.com
Toolset needs to connect to its server to check for new releases and security updates. Something in the network or security settings is preventing this. Please allow outgoing communication to toolset.com to remove this notice."

Solution:
Upon further debugging, after confirming that there was no block on the hosting side, we identified that there was a restriction in our servers regarding their IP, this usually happens due to the the amount of attempts or for using an old Types version.

Our system team removed the restriction and that got the error fixed.

Problem:
Customer would like some insight in the update process of the Toolset plugins

Solution:
I shared with him two alternative to perform the update, automatically and manually.

For updating your Toolset components, you have a couple of options.

1- Automatic Update via the plugins page:

- Inside your wp-admin please go to Plugins -> Add New.
- Then click on the "Commercial" tab and click on the "Check for updates" button in the Toolset section
- After that please select every red plugin available in the list and then click on "Download" at the bottom of the grid.

2- If the automatic method is not suitable for you, you can also manually update your plugins. Here's how:

- Backup your website: Ensure you have a recent backup of your site's files and database.
- Deactivate and Delete Old Plugins: Navigate to wp-admin -> Plugins, deactivate and delete the current Toolset plugins.
- Download New Versions: Visit your Toolset account downloads page (https://toolset.com/account/downloads/) and download the latest versions of the plugins you need.
- Install New Plugins: Go to wp-admin -> Plugins -> Add New -> Upload Plugin. Upload and activate the plugins you just downloaded.