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API Request Call Error - by luxecreative

This topic has 16 replies, 3 voices, and was last updated 4 years, 6 months ago ago by Olga Barlow

luxecreative

Participant

December 17, 2018 at 21:50

Hello,

I am ready for another version update please, as per our previous discussion. I was trying to reply to my previous ticket ‘API Request Call Error’ but it is not submitting the ticket for some reason.

Thank you

Please, contact administrator
for this information.

#206083 Copied Theme version: 3.8 WooCommerce version: 3.5.2

15 Answers

Olga Barlow

Support staff

December 19, 2018 at 15:52

Hello,

To activate theme your server should send the request to our server, our server checks the request and send respond. Your server should get the response. But seems it does not because of some limits. We tried to ping your server but without success https://prnt.sc/lx0h40

So, could you contact your server and ask if you have any limits. Our server IP is 136.243.62.35.

Regards

#206174 Copied

luxecreative

Participant

April 22, 2019 at 20:14

Hello,

Can you please perform a theme update on the domains:

Please contact administrator
for this information.

#212796 Copied

Olga Barlow

Support staff

April 23, 2019 at 11:19

Hello,

If you want to get help with theme update on these domains you need to provide temporary Dashboard and FTP access to these sites.

Regards

#212842 Copied

luxecreative

Participant

April 24, 2019 at 20:44

Here you go thank you

Please contact administrator
for this information.

#212959 Copied

Olga Barlow

Support staff

April 25, 2019 at 18:28

Hello,

1) The first site does not work: Error establishing a database connection
FTP for the first site also does not work.

2) Provide 2 purchase codes to activate sites and tell us what purchase code for what domain.

Regards

#213030 Copied

luxecreative

Participant

May 23, 2019 at 21:30

Here you go

Please contact administrator
for this information.

#214277 Copied

Rose Tyler

Support staff

May 24, 2019 at 09:23

Hello,

Access to forissignsinc.com is ok, but we can’t log in the Dashboard of promotofx.com.

Regards

#214309 Copied

Olga Barlow

Support staff

May 24, 2019 at 11:04

Hello,

One important thing: as I can see you still have not solved the problem with the server.
We can’t proceed with the theme update because the new version of theme won’t be activated.

If we ping your site we get 100.0% packet loss http://prntscr.com/nsqzj2
To activate theme your server should send the request to our server, our server checks the request and sends the respond. Your server should get the response. But seems it does not because of some limits. Contact your hosting provider to fix this problem and only after that reply back here with the Dashbaord access to the second site (promotofx.com)

Regards

#214325 Copied

luxecreative

Participant

August 9, 2019 at 19:01

Hello, can you please try now? Thanks

#218839 Copied

Olga Barlow

Support staff

August 12, 2019 at 10:01

Hello,

Still the same, if we ping your site we get 100.0% packet loss.
To activate theme your server should send the request to our server, our server checks the request and send the response. So, make sure that your hosting:
1. Allows http/https outgoing connects
2. 136.243.62.35 availability from your source IP address.

Regards

#218933 Copied

luxecreative

Participant

August 29, 2019 at 20:42

Ok I contacted the Technical Support team so they can follow-up with their web hosting admins. From a DNS standpoint, they said “We don’t see any issues. (Also, the web server does not respond to pings/ICMP, so seeing 100% loss when pinging it is normal.)”

#220416 Copied

luxecreative

Participant

August 30, 2019 at 17:40

Hi Olga,

I spoke to the host company. They say there are no settings to change or update and that the ping method is outdated.

Is there an alternate way you can update the theme? Is it both websites you are unable to activate latest theme on, or just one? Is this something I can try if I am provided instructions?

Thank you

Please contact administrator
for this information.

#220483 Copied

Olga Barlow

Support staff

September 2, 2019 at 09:37

Hello,

To activate theme your server should send the request to our server, our server checks the request and sends the response. Your server should get the response. But seems it did not work before because of some limits. If your server confirmed that they don’t have any limits for this procedure then you can update theme using FTP https://www.8theme.com/demo/docs/legenda/Theme_Update and then activate the theme. But if your server still has limits and does not allow outgoing connects or our server IP is not available from your server then you won’t be able to activate theme and we can do nothing. We can only give you a refund.

Besides, 4.0 is a major update that’s why we would recommend you to create a staging site (full copy of the existing one) and update theme there first. If everything is ok (including activation) then you’ll be able to update production site.

Regards

#220572 Copied

luxecreative

Participant

October 8, 2019 at 04:37

Hello,

I have finally been successful updating to the latest theme version. However when I try to enter the license keys, I receive the errors on both websites:

“API request call error. 1) Contact your server provider and make sure that OpenSSL system library is 1.0 or higher 2) Make sure that your purshase code is associated with buyer. If you bought theme using guest account create account with the same email that was used during purchase process.”

Also since updating versions, it appears the custom colour/styling for the promotofx site top header menu background no longer matches the forsignsinc site? Can you please fix so the blue/yellow appears in it too? Thanks.

Please contact administrator
for this information.

#222762 Copied

Olga Barlow

Support staff

October 8, 2019 at 07:25

Hello,

Read my previous message! if your server still has limits and does not allow outgoing connections or our server IP is not available from your server then you won’t be able to activate theme and we can do nothing. This issue should be fixed from the hosting provider side!

Regards

#222769 Copied
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