Plugin cannot connect to Toolset

This thread is resolved. Here is a description of the problem and solution.

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.

100% of people find this useful.

This support ticket is created 2 years, 6 months ago. There's a good chance that you are reading advice that it now obsolete.

This is the technical support forum for Toolset - a suite of plugins for developing WordPress sites without writing PHP.

Everyone can read this forum, but only Toolset clients can post in it. Toolset support works 6 days per week, 19 hours per day.

Sun	Mon	Tue	Wed	Thu	Fri	Sat
-	9:00 – 12:00	9:00 – 12:00	9:00 – 12:00	9:00 – 12:00	9:00 – 12:00	-
-	13:00 – 18:00	13:00 – 18:00	13:00 – 18:00	13:00 – 18:00	13:00 – 18:00	-

Supporter timezone: America/Sao_Paulo (GMT-03:00)

Tagged: Account Issues

This topic contains 6 replies, has 2 voices.

Last updated by - 2 years, 6 months ago.

Assisted by: Mateus Getulio.

Author

Posts

March 17, 2024 at 11:44 am #2688287

mikeB-20

Hi
The following error message has appeared on my website's plugin page:

There are daily references since 4 March saying either:
"toolset: Unable to parse data from service response. subscription-fetching"
or
"hidden link Your site can't communicate with hidden link. Code 403."

I have been in touch with my Host, who can't see a problem. In layman's terms, can you explain what is happening, please?

I have not encountered any specific problems with the site - other than just learning how to use Toolset.

Regards
Mike

March 18, 2024 at 12:08 pm #2688440

Mateus Getulio

Hello there,

I will request our team to check if there are any blocks or issue in our API servers. However, for this I'm going to need some information.

So that we can take a better look at this, could you please attach the Debug info?

You can see how to retrieve and paste it here: https://toolset.com/faq/provide-debug-information-faster-support/.

In summary, these are the steps that you need to take in order to retrieve it:

- Access any of the Toolset administration pages
- Click to open the Help tab at the top-right of the screen.
- Click the Toolset Debug tab in the Help dialog.
- Click the debug information link.
- Copy the content of this text area and paste it here in the right field

I'm enabling the Debug Info template for your next reply.

Thanks, please let us know.

March 19, 2024 at 8:33 am #2688560

mikeB-20

Hi Mateus
Thank you for your reply. I didn't fully understand what you needed, but hopefully the above provides the information you need. Look forward to hearing from you.
Regards
Mike

March 19, 2024 at 2:36 pm #2688618

Mateus Getulio

Hello there,

Thank you for providing us with that info.

I created a ticket internally to have our systems support team checking if we might be blocking the connection attempts by chance.

I'll let you know as soon as I hear back from them.

Thank you,
Mateus

March 20, 2024 at 1:35 pm #2688838

Mateus Getulio

Hello there,

Our system administration team checked it and it looks like there was an automatic block issue going on.

They fixed it and told me you should be able to register the license just fine now.

Can you please test it again and tell us how that goes?

Best,
Mateus

March 21, 2024 at 12:04 pm #2689023

mikeB-20

Hi Mateus
Thank you. I don't know anything about a licence? But whatever the problem was, the warning messages have disappeared from the back-end of my site, so I assume whatever the problem was has gone away! Thank you very much.
If you think some kind of licence needs to be registered, please let me know and explain what I need to do.
Best regards
Mike

March 21, 2024 at 4:42 pm #2689080

Mateus Getulio

Hello Mike,

Thank you for confirming the issue was fixed. Registering the license again was just a way of testing if the Communication block with our servers was fixed, but the fact that the warnings are gone also tells us that the issue is fixed, so no need to register your site again.

Kind regards,
Mateus