[Closed] Toolset plugin cannot connect to toolset dashboard warning

[Author]

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[tracyN]

The following error message has appeared on the Toolset Dashboard:

"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."

The site is live but for some reason I can't select it from the site dropdown list. I will provide the URL privately.

Many thanks in advance.

[Nigel]

Hi there

The message indicates your site cannot communicate with toolset.com servers.

You can go to Toolset > Settings and follow the Debug information link, and from the resulting page go to the Installer Support page (at wp-admin/admin.php?page=otgs-installer-support).

There you can test the connection and see if there are any detailed errors.

Before going much further, you might want to test temporarily deactivating the two security plugins you have installed to see if one of those is blocking the connection.

[tracyN]

Thanks Nigel,

I have deactived the 2 secuirty plugins and the problem still persists. I have gone to debug page you mentioned and the Installer System Status shows 2 check marks and for the PHP libraries both are ticked too.

However in the installer log below these there are multiple occurences where it says 'Installer cannot contact our updates server to get information about the available products and check for new versions. '

I've tried unregistering and registering your plugin again and there is no change sadly.

Is this similar to this previous issue that was resolved by yourselves...

https://toolset.com/forums/topic/plugin-cannot-connect-to-toolset/

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.

Many thanks in advance.

[Mateus Getulio]

Hello there,

When you go to Toolset > Settings and click the Toolset Debug Information and Troubleshooting link at the bottom, you mentioned that there are errors in there.

Can you please confirm if there is any 403 forbidden error in the list?

Thank you, please let us know.

Mateus

[tracyN]

Attached is a screen shot of the errors I was referring to plus a screen shot of what you are asking for also- these errors look like they are from a few days earlier though so may not be still happening. The toolset can not connect warning is still there though.

Many thanks again.

[Mateus Getulio]

Hello there,

Thank you for sharing those screenshots.

I created a ticket internally to have our systems support team checking if we might be blocking the connection attempts by chance. In the meantime if you could also check with the server administrator or hosting support if there could be by chance a firewall on your server that is blocking the curl request on the http port 443 that would be useful as well.

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

Thank you,
Mateus

[tracyN]

Thank you Mateus,

My web host has confirmed...Tell Tooset that I can go a wget to hidden link from the console of that server, so no there is no firewall or network issues blocking curl requests.

[Mateus Getulio]

Hello there,

Our systems team checked it and confirmed that we're not blocking requests coming from your site/IP.

Can you please double-check if the curl support is enabled on your host environment and what version is installed?

Thank you, please let us know.

[tracyN]

Many thanks, I'll provide the information as soon as I have it.

Thanks again.

[tracyN]

Curl v 7.77
PHP7 Curl v 7.4.6

Many thanks.

[Mateus Getulio]

Hello,

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.