[Resolved] "Toolset plugin cannot connect to toolset-com" error

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[brendaT-2]

Tell us what you are trying to do?
Overnight, we migrated our PROD to a new server (linux) with c-panel. (was WP managed service on windows).
Now I get the error "Toolset plugin cannot connect to toolset.com"
I read other support tickets, and followed some advice.
The toolset => dashboard => help => Toolset Debug Information and Troubleshooting => Installer Support : shows
Request URL: https://toolset.com/
Request Arguments: download=1223743&version=1.6.2&site_key=xxxxxxxx&site_url=hidden link
Response: Connection failed! Please refresh the page and try again. (Site key does not match for hidden link)
Component: Download
(after trying to update toolset types)
All this is correct (including xxxxxxx site key), except for the version...
This c-panel was built about 3 weeks ago from a backup/migration of the PROD site, but at that time, PROD was running Version 1.6.1 of toolset types.
So there is a mismatch on version.
c-panel PROD is running 1.6.1, and old prod site was updated to 1.6.2.
Impact is: pages with toolset blocks do not show at all, and I cant edit any pages which have toolset blocks.

How can I resolve this issue?
The c-panel is now our PROD site, so speedy reply would be appreciated, thanks. I hope you can help.

[brendaT-2]

Sorry, its not toolset types that it failing update, its toolset blocks. All other info is still correct.

[brendaT-2]

damn. I just deactivated, and then deleted blocks, so I could download and install fresh copy, because I could see the site keys matched, but it is still saying key does not match. Now I am left with a really broken site. pls help. I really dont want to have to wait until Monday for support as the email indicated...It is 6.45am saturday here now.

[Shane]

Hi Brenda,

This error generally occurs when you've migrated your site and the url changes and your Toolset plugins can no longer validate with our servers.

To check if your plugins are able to validate correctly you will need to go to Toolset -> Dashboard, then click on help in the top right hand corner. Select the Toolset Debug tab then click "Toolset Debug Information and Troubleshooting"

From there you will be taken to the Toolset Debug information. Scroll down on the page until you see the link for "Installer Support". Click this link.

You should now be able to see your site validation information. If you're see "Toolset site key not matching for hidden link" then you will need to regenerate your site as the URL may have changed and your key isn't validating for the current URL.

The best way to generate the site key is by following the instructions in the link below.
https://toolset.com/faq/how-to-install-and-register-toolset/#automatic-installation-once-you-have-types-plugin-installed

Paying close attention to step 3.

Once you've done this go to Dashboard -> Updates and click Check Again and the warning notice should no longer appear.

Thanks,
Shane

[brendaT-2]

Hi Shane, thanks for quick reply.
Step 2 of those instrutions say:
If you have a Toolset account, click on Register Toolset at the top-right.
I don't get a "register toolset" option. I get the following:
Toolset is registered on this site. You will receive automatic updates until December 29, 2022 Unregister Toolset from this site Check for updates.
What should I do now? Thanks for your speedy help!

[Shane]

Hi Brenda,

You should be able to unregister Toolset. You should see an unregister Toolset from this site. See Screenshot.

Click on this link and it should remove the site key and allow you to re-register the site.

Thanks,
Shaen

[brendaT-2]

Yup, clicked the unregister this site, then
clicked get a key,
now it responds with :
Upgrade your account
Your account allows you to build only 1 site with Toolset.

...it thinks this is a 2nd site...(it the old site content on a new server with same URL).

[brendaT-2]

would clicking on the delete bucket on the "my account" screen in toolset help? or is that too dangerous?

[Shane]

Hi Brenda,

This will just remove your previous site key from our system and allow you to register a new one.

Given that your account only allows you to have 1 registered site then this is what you will need to do in order to generate a new key.

Thanks,
Shane

[brendaT-2]

Done... deleted site from toolset account, registered this site, downloaded and installed blocks 1.6.2.
all types, blocks and forms are showing in installed plugins as installed, registered and up-to-date.
I am still getting the big error at top of plugins page saying "toolset plug in cannot connect to toolset.com", and I still cant edit /display any page built with blocks.

[Shane]

Hi Brenda,

You perhaps did go to Dashboard -> Updates and click on Check Again. This should clear up the message.

Secondly are you currently running php version 8 on your server? If so then Toolset is currently not compatible with this version of PHP and as such I would recommend that you downgrade back to php version 7

Thanks,
Shane

[brendaT-2]

Hi Shane, sorry for me not understanding...
When you say, Dashboard -> Updates, and click on Check Again
do you mean - plugins -> add new -> commercial -> [toolset section] check for updates?

or do you mean toolset menu -> dashboard -> updates
I cant see an updates option in the toolset dashboard.

I did the first one - no change.

ooh just checked php...PHP version 8.1.2, from tools--> site health-->info -->server.
I have no idea how to go back down...I will have to hand that over to someone else on the team.
Do you have any tips on that re toolset? Any gotchas?

Your help had been outstanding, thanks so much

[Shane]

Hi Brenda,
When you say, Dashboard -> Updates, and click on Check Again
do you mean - plugins -> add new -> commercial -> [toolset section] check for updates?

or do you mean toolset menu -> dashboard -> updates
I cant see an updates option in the toolset dashboard.

I did the first one - no change

What I mean is that on your wordpress dashboard there is a navigation link to the left "Dashboard"

Once you hover over this it should bring up the menu option "Updates" clicking this it should take you to the page to update wordpress to the latest version.

On this page there is a link "Check Again". This is what should be clicked.

I have no idea how to go back down...I will have to hand that over to someone else on the team.
Do you have any tips on that re toolset? Any gotchas?

Unfortunately right now we Toolset isn't compatible with PHP 8, we are however working on resolving this but ofcourse this will take some time as Toolset has quite a large codebase and the entire codebase will need to be checked for PHP 8 compatibility.

Perhaps your server admin can downgrade the php version for now. Also ensure that at least mysql version 5.6 is being used.

For reference on Toolset Compatibility and minimum server requirements you can check the link below.
https://toolset.com/toolset-requirements/

Thanks,
Shane

[brendaT-2]

My issue is resolved now. Thank you!
downgraded php to 7.4.26, sql is 5.7.36, found the dashboard -> updates menu (ha ha ha I must have been blind!)
Thanks so much