Toolset plugin cannot connect to toolsetdotcom

This support ticket is created 3 years, 8 months ago. There's a good chance that you are reading advice that it now obsolete.

This is the technical support forum for Toolset - a suite of plugins for developing WordPress sites without writing PHP.

Everyone can read this forum, but only Toolset clients can post in it. Toolset support works 6 days per week, 19 hours per day.

No supporters are available to work today on Toolset forum. Feel free to create tickets and we will handle it as soon as we are online. Thank you for your understanding.

Sun	Mon	Tue	Wed	Thu	Fri	Sat
9:00 – 13:00	9:00 – 13:00	9:00 – 13:00	9:00 – 13:00	-	-	9:00 – 13:00
14:00 – 18:00	14:00 – 18:00	14:00 – 18:00	14:00 – 18:00	-	-	14:00 – 18:00

Supporter timezone: Africa/Casablanca (GMT+01:00)

Tagged: Types plugin

This topic contains 4 replies, has 2 voices.

Last updated by brianC-5 3 years, 8 months ago.

Assisted by: Jamal.

Author

Posts

March 27, 2021 at 3:10 pm #2002867

brianC-5

I am getting this Toolset warning on hidden link.

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.

I have tried generating a new site key and registering Toolset again which seems to have been successful.

When I click 'Check Now' for Installer System Status, it is able to run the check. WPML API Server, Toolset API server, cURL and simpleXML all have a checkmark.

I see the warning and these additional messages:

Your subscription appears to no longer be valid. Please try to register again using a valid site key.

Site key not matching

March 28, 2021 at 10:41 am #2003495

Jamal

Hello and thank you for contacting the Toolset support.

I think that the issue connecting to Toolset.com was just a momentary glitch. And that, now, you are encountering an issue related to the site key. So, I'll suggest that you go to your dashboard page and remove the existing site keys, then create a new one and test again https://toolset.com/account/sites/

If that does not help, reach to your hosting provider and check with them if there are any firewalls blocking connection to our website.

If that does not help too, I'll check with our systems team if the calls to our website succeed or not.

March 29, 2021 at 11:26 am #2004157

brianC-5

You seem to have missed the following from my original message.
"I have tried generating a new site key and registering Toolset again which seems to have been successful."

What IP(s) etc. would be blocked if that is what is happening? It is hard to check for blocking without knowing that.

March 29, 2021 at 12:38 pm #2004189

Jamal

Hello and thank you for your feedback.

I didn't really miss the part when you expressed having registered another key, but I focused on the latest error message you were receiving Your subscription appears to no longer be valid. Please try to register again using a valid site key.
So, I assumed that there was a mismatch between the key registered in our system and the key that you have configured on your website.

These are the IPs addresses for our system, you can run a ping or a tracert to these domain names to get the IPs:
- toolset.com: 52.85.132.93 and 13.225.247.62
- api.toolset.com: 52.4.141.110 and 34.198.53.96

Can you also share the "Installer log" using a sharing system like Dropbox or pastebin, or by email(jamal.b@onthegosystems.com) and reply here so, I can see this topic in my queue.

Would it be also to allow me temporary access to your website, I would like to check this further. Your next reply will be private to let you share credentials safely. ** Make a database backup before sharing credentials. **

April 4, 2021 at 11:15 am #2009781

brianC-5

The issue seems to have disappeared (hopefully forever).