I get the error: "Unable to parse data from service response."
I have tried to register both new development sites and production sites on two servers and am receiving this message. I have many other sites on both servers that were successfully registered previously, although I unregistered one and tried to re-register and got the same error message. I've tried deleting the sites on Toolset and recreating and got the same thing. For example, one site that is failing is: hidden link
Hello. Thank you for contacting the Toolset support.
Can you please share admin access details and let me check whats going wrong with your setup.
*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.
I have set the next reply to private which means only you and I have access to it.
We are not able to give FTP access to anybody outside the university. I could give you admin access to a sandbox site (all the sites have the same issue). However, I think this may be a connection issue outside the website. I was trying to run plugin updates with WP-CLI on a site that was registered and get the error "Warning: Download failed. "cURL error 28: Failed to connect to toolset.com port 443: Connection timed out"
I'm trying to find out if there were any firewall or other changes at our end that might be causing the problem. But please let me know if anything has changed at your end that might be causing the problem and what I might do to diagnose this.
Note that WP-CLI updates have started working again, although I cannot register Toolset on the sites yet. But thought I'd give an update in case you are working on these issues at your end.
Ok - please get back to us if you require further assistance.
We will require admin access details in order to debug this further.
*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.
I have set the next reply to private which means only you and I have access to it.
We are still having the same problem. I was hoping that the fact that the problem with cURL connections and WP-CLI updates had resolved meant there were people working on connection issues and this might be corrected as well. But I am still not able to register any of our sites.
As mentioned, I am not able to provide FTP access to our servers. We work at a university and there is simply no access allowed to people outside our network who aren't associated with the university. You should understand that will be the case for some users. Please try to give some details of what we might try to do to troubleshoot this problem or what may have changed that could be causing it. Or transfer the ticket so somebody who can walk us through the process. Thank you.
Attached is the screenshot of the installer support page of one of our sites. Note that none of our sites (on two different servers) can connect to check for updates, in addition to the problem I noted where we couldn't register new sites. It appears there is just a general failure to connect to the API server? This screenshot is from a sandbox, but looking at production sites which try to connect daily, it seems the connection started failing on December 20th.
The code is 403/Forbidden which would suggest the request does make it to the server.
Attempts to run a cURL command directly from the server to hidden link also fail (a:1:{s:5:"error";s:49:"Unknown or Unsupported API Call: repository_error";} even though I can cURL to toolset.com.
See if this is enough info for you to provide guidance. If not, I can provide front-end admin access to one of our sandboxes.
I've checked with our systems team and they made some change as there was an issue. Can you please check now and give a try to register your site and let me know if it's working now.
