I can’t activate my license – connection issue

This topic has 17 replies, 2 voices, and was last updated 1 year, 7 months ago ago by Rose Tyler

  • Avatar: nucleous
    nucleous
    Participant
    July 15, 2022 at 04:46

    when i try to actiave the xstore theme show this message.

    API request call error. Common problem caused by SSL certificate. Please check it here. Contact your server provider in case your certificate does not exist or has some errors.

    the certificate is ok, and there’s no block connections to your server 136.243.62.35.

    16 Answers
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 15, 2022 at 06:37

    Hello,

    Provide temporary wp-admin and FTP access, so we can take a closer look.

    Regards

    Avatar: nucleous
    nucleous
    Participant
    July 20, 2022 at 05:41

    And i have another issue,
    https://prnt.sc/b5pFvTJbdMSl

    this issue makes the site extremely slow.

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 20, 2022 at 07:24

    Hello,

    What FTP username can we use?
    Provide correct wp-admin access – https://prnt.sc/z6cmHi1-zJW3

    Regards

    Avatar: nucleous
    nucleous
    Participant
    July 20, 2022 at 10:10

    i send again

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 20, 2022 at 13:40

    Thanks for the reply.
    Please provide correct FTP access also.

    Regards

    Avatar: nucleous
    nucleous
    Participant
    July 20, 2022 at 19:07

    Thats ok i hope its all correct now

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 21, 2022 at 07:03

    We can’t connect. Please check

    Error:        	Connection timed out after 20 seconds of inactivity
    Error:        	Could not connect to server

    Do you have any limits for connections from other countries? Unblock it for Ukraine.
    Waiting for your reply.

    Regards

    Avatar: nucleous
    nucleous
    Participant
    July 21, 2022 at 22:13

    I’ll check this

    Avatar: nucleous
    nucleous
    Participant
    July 21, 2022 at 22:22

    i need your IP to add in whitelist

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 22, 2022 at 07:17

    Hello,

    IPs 176.98.89.156 and 176.98.89.198

    Regards

    Avatar: nucleous
    nucleous
    Participant
    July 22, 2022 at 07:38

    Hello i have updated whitelist and works fine now.

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 22, 2022 at 12:26

    Hello,

    I’ve passed the problem to one of our developers. I will let you know once get an answer. Please be patient and do not change access.

    Regards

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 22, 2022 at 15:26

    Hello,

    Contact your hosting provider and ask them if they block outgoing/ingoing connections to our server 136.243.62.54
    To activate the theme your site should be able to make requests to our server and get a response.

    Regards

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 22, 2022 at 15:41

    Hello,

    “cURL error 28: Connection timed out after 5000 milliseconds” – when contacting our server, your server gives the following error, so contact your hosting provider and ask to solve it, please.
    Maybe this article will be useful – https://www.wpbeginner.com/wp-tutorials/how-to-fix-curl-error-28-connection-timed-out-after-x-milliseconds/

    Regards

    Avatar: nucleous
    nucleous
    Participant
    July 25, 2022 at 19:25

    Hello, the host put the IP in the Whitelist but they informed that there is nothing to be done about cURL

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 28, 2022 at 07:46

    Hello,

    Sorry for the delay in answering.

    It is strange.
    Try to disable all the third-party plugins (including cache plugins), that do not come bundled with XStore https://xstore.helpscoutdocs.com/article/36-included-plugins , clear the cache of the browser, and check then. Maybe one of the additional plugins is a reason for problems.

    If it is not the plugin’s fault also, we would recommend you change your hosting provider. We can not see any problem with the purchase code or from our side.

    How did you create the site to its current state without theme activation?

    Regards

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