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Topic: API request call error

maartendc

Participant

November 29, 2020 3:34 pm

Hi,
I saw it a few times on this forum… But never solved in public.

I just bought the theme but cannot activate it.

Error:
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.

What I checked
* Open SSL is >1.0 (it is 1.1.1)
* I bought it with an account in envato

What can we do? Thanks for the fast help.
Site URL: hidden
Theme version: 6.3.2

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support staff only.

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Olga Barlow

Support staff

November 30, 2020 1:49 pm

Hello,

1) Could you, please, contact your hosting provider and ask if there are no limits for the outgoing/ingoing connections? To activate the 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. If it does not work then there are some limits.
2) Check availability of 136.243.62.35 from your source IP address.

Regards

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maartendc

Participant

November 30, 2020 2:39 pm

Hi,
We asked and there are NO limits.
The IP you asked for is available.
At our end it looks like everything is ok….
What is the sollution?

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Olga Barlow

Support staff

November 30, 2020 3:53 pm

Hello,

Provide us with FTP access to your site to check the issue in more detail.

Regards

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maartendc

Participant

December 3, 2020 9:11 am

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Olga Barlow

Support staff

December 4, 2020 6:07 pm

Hello,

We have checked and it seems that our server is blocked in your server settings http://prntscr.com/vvwqd8
Please, contact your hosting provider to unlock our server to be able to activate theme.

Regards

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maartendc

Participant

December 8, 2020 5:02 pm

Hi,
What IP adress has your server? Maybe we need to make an exeption in the firewall.

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Olga Barlow

Support staff

December 8, 2020 9:38 pm

Hello,

136.243.62.35

Regards

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maartendc

Participant

December 9, 2020 5:13 pm

This wat not the problem. Our host confirmed that your IP isn’t blocked.
Another idea?

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Olga Barlow

Support staff

December 10, 2020 11:56 am

Hello,

Could they send the traceroute screenshot while they checking our server?
In other case, we can offer you only refund.

Regards

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