API request call error. OpenSSL system library to the 1.0 version

This topic has 6 replies, 2 voices, and was last updated 4 years, 4 months ago ago by Olga Barlow

  • Avatar: ivonne1115
    ivonne1115
    Participant
    February 12, 2020 at 00:38

    When I attempt to put in my activation code, it says “API request call error. Contact your server providers and ask to update OpenSSL system library to the 1.0 version”

    5 Answers
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    February 12, 2020 at 09:08

    Hello,

    1) Make sure that OpenSSL system library is 1.0 or greater.
    2) Contact your hosting provider and ask if there are no limits for the outgoing/ingoing connections. 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. If it does not work then there are some limits.
    3) Check availability of 136.243.62.35 from your source IP address.

    Regards

    Avatar: ivonne1115
    ivonne1115
    Participant
    March 2, 2020 at 21:36

    Good day,

    I hope this email finds you well.

    I am writing to you from Guadalajara, Mexico. On January 22nd 2020, I made the purchase of XStore | Responsive Multi-Purpose WooCommerce WordPress Theme by 8theme.
    I currently have my hosting service at XPRESS HOSTING, when I put the registration code of THEME, I got the following error: ” API request call error. Contact your server providers and ask to update OpenSSL system library to the 1.0 version”.
    I wrote in your blog asking about this because the version that I have on my server is the correct one, and the answer you gave me was the following:

    “Hello,
    1) Make sure that OpenSSL system library is 1.0 or greater.
    2) Contact your hosting provider and ask if there are no limits for the outgoing/ingoing connections. 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. If it does not work then there are some limits.
    3) Check availability of 136.243.62.35 from your source IP address.
    Regards 8theme Ltd.
    Quality WordPress and Magento Themes”

    I spoke with XPRESS HOSTING and explained the situation, and the answer they gave me is the following:

    “We inform you that as a security measure we have implemented a lock on the server where your service is hosted himagen.com for IPs that are outside of Mexico.
    As an alternative to the problem presented, we can offer you a migration of your service to a server within our infrastructure where there is no such blocking, the migration does not generate additional cost and you need to confirm that you have a full backup of your information (emails, databases, website), please be advised that you will assume full responsibility for any vulnerability or attack that the site may suffer due to the lack of restriction of countries with problematic history
    Griselda Morales
    El web hosting de México”

    As you understand, I cannot ask you to move my service to a hosting where I am not guaranteed the security of my information, this is the reason I turn to you, is there any way that the THEME can work without having to connect to the IP 136.243.62.35? or what other option do I have? I need to be able to use THEME as soon as possible, but to this day I have not succeeded, what can I do?
    Is there any option you can offer me?

    Thanks in advance and I’m looking forward to hearing from you soon.

    Ivonne Chavez

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    March 3, 2020 at 10:03

    Hello,

    Could your hosting add that IP to whitelist? Activation is required to install additional plugins, get auto-updates of theme and XStore Core plugin etc. We are ready to give you refund if you want but it would be great if your hosting could add our IP to exclusion at least for a few days to allow you to activate theme and install all the necessary plugins and demo content.

    Regards

    Avatar: ivonne1115
    ivonne1115
    Participant
    March 11, 2020 at 18:59

    I have spoken to XpressHosting and they told me that the only way is to move my full service to a hosting without restrictions, the IP you request to add to whitelist cannot be excluded just for a few days.

    For this reason, I do need to request a refund, please let me know the following steps.

    Thank you in advance

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    March 11, 2020 at 19:39

    Hello,

    You can submit refund request here https://themeforest.net/refund_requests/new

    Regards

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