[Résolu] Toolset Plugins cannot connect…

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[Stephen Vaughan]

Hi,

I just reconnected a site that had lost its domain for a while. We changed to a new domain and, after setting up with a new site key, mu plugins page shows a message: Toolset plugin cannot connect to toolset.com. I am advised to contact Toolset Technical Support. As it is all the plugins are already up to date so hard to determine if there is anything actually wrong… but I don't want to see the warning.

I am also seeing mention of the OTGS Installer on my dashboard. Is this something we need to start using?

[Mateus Getulio]

Hey there,

Thanks for contacting our support forum!

Could you please try to clear the existing caches on the website? Or you can also ask the hosting provider to clear any cache at the server side. Moreover, if still not solved, you can try to set the registration through PHP. For this, you need to add the following constant to your site’s wp-config.php file:

define( 'OTGS_INSTALLER_SITE_KEY_TOOLSET', 'your-site-key' );

The your-site-key is the registration key that is generated for the site on your Account page.

If the problem remains, please check the communication error log in the link at the bottom of the message and share it here using a service such as pastebin. Furthermore, I suspect that the issue is probably at the server level, maybe you have a firewall that prevents the site from reaching our website toolset.com. You will need to check that with your hosting provider.

Also, there is an automatic installer program included in Toolset Types, and sometimes the files used by the installer get cached incorrectly. To delete that cache, please go to wp-admin/update-core.php and click "Check Again". This will trigger an update of the Types installer cache files. Then go to wp-admin > Plugins > Add New and click the Commercial tab. You should see the automatic Types installer system appear. At last, please be sure that your Toolset Types plugin is up-to-date.

Give these suggestions a try and kindly let us know how they go. Thank you!

[Stephen Vaughan]

Hi Mateus,

I tried all your suggestion to no avail. Here is the message from the communications error log: I did unregister and register again to make sure. Remember we just change the domain name on the site from bikefriendlyhospitality.ie

OTGS_Template_Service_Php_Model Object ( [attributes:OTGS_Template_Service_Php_Model:private] => Array ( [body] => OTGS_Template_Service_Php_Model Object ( [attributes:OTGS_Template_Service_Php_Model:private] => Array ( [action] => site_key_validation [site_key] => qcUO1Nx2s0 [site_url] => lien caché [source] => 3 [installer_version] => 2.6.1 [theme] => Divi [site_name] => Bike Friendly Host • Ireland [repository_id] => toolset [versions] => OTGS_Template_Service_Php_Model Object ( [attributes:OTGS_Template_Service_Php_Model:private] => Array ( [types] => 3.4.16 [toolset-blocks] => 1.6.3 [toolset-maps] => 2.0.12 ) ) ) ) [timeout] => 45 ) )

[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/privacy-policy-and-gdpr-compliance/#data-shared-with-our-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: lien caché

Please, let me know if you need any additional details. Have a nice day.

[Stephen Vaughan]

Hi Mateus,

That issue with the connection error message panel seems to have resolved itself.

My issue is resolved now. Thank you!