[Closed] Site Key Not Recognized

[Author]

Posts

[joanW]

Tell us what you are trying to do?
I'm trying to install Toolset on a dev site

Is there any documentation that you are following?
https://toolset.com/faq/how-to-install-and-register-toolset/

Is there a similar example that we can see?
No

What is the link to your site?
hidden link

I entered site key qJqkMrn6ZK and I get Unable to register: Site key not matching

[Nigel]

Hi there

Did you enter the URL for the site you wanted to register manually?

Any difference, even a trailing slash, can affect the validity of the site key.

I would suggest you go to your account page (https://toolset.com/account/) and from your list of sites delete the site.

Then return to the site itself and the custom installer page (your screenshot), and use the "Get a key for this site" link, which will automatically pass the correct URL to toolset.com and generate the necessary site key that you can paste into the installer page.

Would you try that and see if it fixes the problem?

[joanW]

I followed the steps you outlined when I initially tried to register the site.

[Mateus Getulio]

Hey there,

There were instances in the past where this issue was resolved by recreating the license and registering Toolset again. Can you please follow these steps to try to fix the issue?

- Go to https://toolset.com/account/ and remove the key for your dev site
- Click on 'Add new site' and add your site again and save the new generated key(when adding it again, please make sure to add it exactly as it is registered within the site's DB, eg: with or without https, with or without WWW)
- Go to Plugins > Add New
- Click on "Commercial"
- Click on "Register Toolset" and try to register Toolset again with the new generated key

Thank you, please let us know how that goes.

[joanW]

Thank you for getting back to me. I followed those instructions and had the same result - Unable to register: Site key not matching.

I'm using htpasswd to manage access to the site, so please let me know if you think this could be causing the problem.

[Mateus Getulio]

Yes, it is possible that this is blocking or interfering with the Toolset connection.

Can you please go to Toolset > Settings > Toolset Debug Information and Troubleshooting at the bottom of the page

Then click on Installer Support and check if you see any connectivity errors in there.

If possible, please try to whitelist the following address to see if it gets the issue fixed:

toolset.com - [108.158.186.81]
api.toolset.com - [3.220.33.133]
d7j863fr5jhrr.cloudfront.net - [18.161.205.41]

Thank you, please let us know.

[joanW]

I don't believe I can get to the Toolset settings until Toolset is registered. I don't see it in the dashboard, but please let me know if my assumption is incorrect and provide the url string for the settings page.

[Mateus Getulio]

You should be able to activate Toolset and get access to that menu even if it is not registered at the moment.

The URL for direct access is this: hidden link

[joanW]

Thank you for the link. This is what I see on that page.

[Mateus Getulio]

Hello,

Thank you for sharing that screenshot, it doesn't look like there's a block in place.

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.