This thread is resolved. Here is a description of the problem and solution.
Problem:
The customer is experiencing a connection error preventing Toolset from communicating with its server to check for updates. The error message indicates a cURL error 28, specifying that the connection to api.toolset.com failed. The customer has already checked with their host, and the firewall does not appear to be blocking the connection. Despite confirming that there are no restrictions, the issue persists, and the host suspects it might be related to the Toolset plugin.
Solution:
We suggested adding specific Toolset-related IP addresses to the server's allow list and ensuring that the server correctly resolves the domain names to their respective IPs. We also advised checking if the cURL library on the server is up-to-date. After further investigation, we confirmed that there were no blocks on our end and recommended the customer recheck with their hosting provider, possibly disabling the firewall temporarily to test the connection.
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This is the error I am seeing:
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.
Need help?
See the communication error details and let us know in Toolset technical support.
The communication error details are:
toolset: Connection error: Unable to get data from service. Detailed error: cURL error 28: Failed to connect to api.toolset.com port 443 after 8751 ms: Couldn't connect to server
Sometimes a site is blocked by our firewall because some rule has been triggered, but I have checked your site and it is not blocked.
Which means either there is a temporary communication problem between your server and ours, in which case you can try again later and see if it works, or there may be restrictions on your server from contacting toolset.com, in which case you would need to check with your server admins to understand why.
Hi - I have been in touch with our host and they are still not sure what's going on. They double checked the firewall also and we cannot find what is causing the issue. Do you have other suggestions?
Hi. I was in touch with our host and they said that the firewall is not blocking and the server is not timing out. They said they are pretty sure it's an issue with the plugin. Do you have anything else we can look into to see why this is happening?
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.
- 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.
Ok thank you for looking. We already tried deactivating the firewall and they tested it again and the error was still there. I'll reach out to them again.
