[Resolved] I can’t update toolset

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[Miguel]

I'm trying to update toolset

I'm using WPML installer menu and there is a message (in spanish) that says:
El plugin Toolset no se puede conectar a toolset.com
Toolset necesita conectarse con su servidor para buscar lanzamientos nuevos y actualizaciones de seguridad. Algo presente en la red o la configuración de seguridad está previniendo esto. Por favor, autorice la comunicación saliente con toolset.com para eliminar este aviso.

In the log i found this message:
Installer cannot contact our updates server to get information about the available products and check for new versions. If you are seeing this message for the first time, you can ignore it, as it may be a temporary communication problem. If the problem persists and your WordPress admin is slowing down, you can disable automated version checks. Add the following line to your wp-config.php file:

So I added to wp-config.php the line: define("OTGS_DISABLE_AUTO_UPDATES", true);

finally I verified the system again (with the button "Verificar ahora") and the message is:

Your site can't communicate with hidden link. Code 0: cURL error 6: Could not resolve host: api.toolset.com.

this is the site
hidden link

Am I doing something wrong?

thank you!

[Nigel]

Hi there

Sometimes there can be temporary issues which affect the ability to connect to the api.toolet.com server, and these often resolve themselves after a short interval.

If you are still seeing the problem from the plugins page, if you go to the installer support page (at /wp-admin/admin.php?page=otgs-installer-support) and you "Check Now" (see screenshot) does it say that it connect to Toolset API Server? Are there any messages in the log relating to current connection problems?

[Miguel]

I see what you'll see in the attachment

[Miguel]

In my account, I can see that I need to update Toolset Types.

[Mateus Getulio]

Hey there,

It is possible that the site URL changed and re-registering the site can fix this issue.

Let's try a possible solution for this issue. Please follow these steps:

- Go to https://toolset.com/account/sites/
- Find the key of your affected site and erase it
- Create a new key and copy it (please make sure to enter the exact URL that appears in the url fields in the WP dashboard -> Settings -> General page)
- From the WordPress dashboard navigate to Plugins -> Add New -> Commercial, Click on "unregister the site" on the right top next to Check for updates
- In this same plugins panel, click under the “Register” button below the Toolset plugin
- Add your new Site Key copied above

It should be solved after this. Please give it a try and let us know how it goes. Thank you.

Regards,
Mateus.

[Miguel]

I did what you indicated, but I'm still the same; the updates don't show up.

I have noticed that something has changed: in my Toolset account, it no longer displays which plugins I have installed or whether they need updating.

[Mateus Getulio]

Hello,

I would like to request temporary access (wp-admin and FTP) to your site to take better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://toolset.com/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- Please make a backup of site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: hidden link

Please, let me know if you need any additional details. Have a nice day.

[Mateus Getulio]

Hey there,

By the time I checked the connection logs in the Installer page it seems like the site was already able to connect to our servers.

I went to wp-admin dashboard > updates and clicked on 'check again'. Now I'm no longer able to reproduce that warning message and if I go to plugins > add new > commercial tab I can see that there are a few updates available for Toolset.

Can you please test it again to confirm that the issue is fixed on your end as well?

Thank you, please let us know.

[Miguel]

Now works perfectly! Thank you Mateus!