[Closed] Toolset is already registered vs Toolset plugin cannot connect to server

[Author]

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[henryC-3]

In the administration panel for the Toolset plugin, the page shows a warning "Toolset plugin cannot connect to toolset.com ...See the communication error details and let us know in Toolset technical support". ( See fig 1 )

hidden link

The above link, "communication error details", brings you to an information page where everything seems to be ok. No registrations issues. Nevertheless, a log shows the following error: "Site key not matching". (See fig 2).

I already registered Toolset on a Multisite domain korvakademien.se. After the above I did another registration for the two subdomains of this multisite: korv.korvakademien.se and adsk.korvakademien.se. But where I'm supposed to put the key? That's a mystery. (See fig 3).

According to this page:
https://toolset.com/faq/how-to-install-and-register-toolset/
"On a WordPress Multisite, when you activate Toolset network-wide you can also register it for the whole network. In the Network Dashboard go to the Plugins page and click the Add New button. On the Add Plugins page, click the Commercial tab and register Toolset there".

And that's already done!

Thank you in advance for your attention to this matter.

PS: Ignoring the above alert doesn't influence the normal behaviour of the plugin, but it's an annoying alert after all.

[Shane]

Hi Henry,

Thank you for getting in touch. I have another customer with the same issue so I've opened a ticket with our 2nd tier supporters for them to see if they can get a bit more information on this issue from our Systems team.

Would you mind providing me with admin access to the site to check on this issue further for you ?

I've enabled the private fields for your next response.

Thanks,
Shane

[Shane]

Hi Henry,

Can you try the following and let me know if the issue still remains. Re-register your site by following the instructions below exactly.
https://toolset.com/faq/how-to-install-and-register-toolset/#automatic-installation-once-you-have-types-plugin-installed

Particularly where it says <b>Click on Get a key for this site link to auto-register this site.</b>

Once you've done this go to Dashboard -> Updates and click on Check Again.

After this check to see if the message is still there when you go to your plugins page.

Thanks,
Shane

[Shane]

Hi Henry,

Thank you for the credentials, however I see that the user role that you've provided doesn't have admin privileges.

Could you update the account role to admin so that I can have a look.

Thanks,
Shane

[henryC-3]

Dear Shane,

Sorry about that. I corrected the privileges for the user and now you are superadmin.

Henry

[Shane]

Hi Henry,

I see on the error for the issue "toolset: Site key does not match for hidden link" Can you generate a key for that exact URL and add it to the site and perform the steps "go to Dashboard -> Updates and click on Check Again."

Thanks,
Shane

[henryC-3]

Dear Shane,

Thank you for trying to help in this issue. However, please read carefully my first message. The hidden link was registered on feb 9 2021. See fig 6. There is no issue with that domain at all. The issue is actually present at the subdomains.

Nevertheless, I deactivated the plugin on all subdomains, registered a new key directly from the wp-admin as you suggested, pasted the new key and activated the plugin for network. On the main domain everything seems to be ok but on the subdomains we still have the same issue.

Finally I added the following line to the wp-config.php file to disable automated version checks:
define("OTGS_DISABLE_AUTO_UPDATES", true);

I believe the issue must be Multisite related. Thank you for your help any how.

Best regards,
Henry

[Shane]

Henry,

There are a few things that i'm not able to access from my side. The key that you are currently using. Is it registered to "hidden link" or is it for "hidden link".

When I did a test and registered a test multisite that I have, I had to use the primary domain key which in your case would be "hidden link"

I tried to log into the site through FTP to remove
define( 'OTGS_INSTALLER_SITE_KEY_TOOLSET', 'your-site-key' );

Then try to regenerate a key from my side to see what happens. Could you remove this on your end as the FTP is having authentication errors.

Thanks,
Shane