[Closed] Toolset plugin cannot connect to toolset dot com

[Author]

Posts

[alisaJ]

I am trying to:
Get my site plugin to connect to the toolset server

Link to a page where the issue can be seen:
hidden link

I expected to see:
several custom fields and views rendered by toolset

Instead, I got:
a broken homepage

[Mateus Getulio]

Hey there,

Thanks for your contact!

I can see you have a valid license and your site URL matches the URL in our backend. I'm unsure why the key started giving this error.

Let's try a possible solution for this issue. Please follow these steps:

- Go to https://toolset.com/account/sites/
- Find the key of your affected site and erase it
- Create a new key and copy it (please make sure to enter the exact URL that appears in the url fields in the WP dashboard -> Settings -> General page)
- From the WordPress dashboard navigate to Plugins -> Add New -> Commercial, Click on "unregister the site" on the right top next to Check for updates
- In this same plugins panel, click under the “Register” button below the Toolset plugin
- Add your new Site Key copied above

It should be solved after this. Please give it a try and let us know how it goes. Thank you.

Regards,
Mateus.

[alisaJ]

Hi Mateus, I followed all of your instructions and it still is not working. While toolset is now connecting, none of the custom URL or image fields are rendering. Only the text fields are working. Please help, this is a critical issue, the majority of my homepage is broken. All fields are populated. Views are updating. All shortcodes being used are those provided by your plugin. I have 14 fields on the homepage building the display, and of those 14 fields only the 4 text fields are working.

[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.