Home›Support›English Support›[Resolved] Can't update WPML to latest version, says unregistered (despite being registered) and says cannot c...
[Resolved] Can't update WPML to latest version, says unregistered (despite being registered) and says cannot c...
This thread is resolved. Here is a description of the problem and solution.
Problem: The client is unable to update WPML on their 11 websites due to errors indicating that the site's registration is not valid and that there is a connection issue preventing communication with wpml.org. Solution: We conducted a test using cURL to connect to the WPML API from the client's server, which failed, indicating a possible issue with the server or network settings. We recommend: 1. Consulting with your hosting provider to ensure that there are no restrictions preventing outgoing communications to wpml.org. 2. Verifying that your server's firewall or security settings are not blocking connections to external servers, specifically wpml.org.
If these steps do not resolve the issue, we suggest checking the known issues page and confirming that you have the latest versions of themes and plugins installed. If the problem persists, please open a new support ticket.
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Background of the issue:
I am trying to update WPML to the latest version on my 11 websites connected to my WPML account.
Symptoms:
I received an error on the update page: 'WPML Multilingual CMS cannot update because your site's registration is not valid. Please register WPML again for this site first.' Then, I got another error on the register WPML section: 'WPML plugin cannot connect to wpml.org. WPML needs to connect to its server to check for new releases and security updates. Something in the network or security settings is preventing this. Please allow outgoing communication to wpml.org to remove this notice.'
Questions:
Why is WPML saying my site’s registration is not valid despite being registered?
How can I resolve the connection issue to wpml.org to update WPML?
After both these errors, the update needed disappears and my wordpress weirdly thinks the plugins doesn't need updating (which it does, since it's not the latest version). Also, it unregisters and when I enter the correct key to re-register the site I get this error: Connection error: Unable to get data from service. Detailed error: cURL error 28: Failed to connect to api.wpml.org port 443 after 9375 ms: Couldn't connect to server
Welcome to WPML support. I'd be happy to help you with this.
Could you kindly reach out to your hosting provider and inquire whether the following URLs are on the whitelist?
- wpml.org
- cdn.wpml.org
- api.wpml.org
- d2salfytceyqoe.cloudfront.net
- ate.wpml.org
- ams.wpml.org
They said yes. There is nothing blocking these from the hosting provider side. Anyways, I did not make any hosting change recently and the connection has been working for years on this same hosting provider.
To debug this issue further, I would need to check your site settings once, for this I would need temporary access (wp-admin and ftp) to your site.
So could you please provide me with those details, you will find the needed fields for this below the comment area when you log in to leave your next reply. hidden link
I checked from our end and I don't see any block to the site, would you mind asking the server provider to check this error and see if they can increase the timeout to 20s and see if it helps?
They said this is a plugin specific issue and cannot help. They also said it was working before as I did and that there was no change. Please advise, do you see the issue?
Our system team checked and can't see any blocks from our end, sometimes third party plugins can also create this type of errors so can you tried disabling all non-WPML plugins, switching to one of the default themes, and checking whether the issue still persists or not?
Please remember to create a backup of your site (both files and the database) before making any updates or changes. This is always a good practice.
Yes I tried that and still didn't work. Here is everything I tried:
Turned off Cloudflare
Disabled WordFence
Confirmed with host (GoDaddy) that nothing is blocking connections on their side
Disabled all plugins
Switched to a default WordPress theme
Manually updated WPML by downloading the new version and uploading it after deleting the older version
After all this, even with the newer plugin manually updated, it still couldn't connect to the server to even register. As mentioned, this is the same issue on all my other websites! GoDaddy said they can't do anything else. Please advise as this is your plugin. I appreciate your support.
There is no restriction. It works for me. Please tell me what I can do to fix this or give you access differently. I use GoDaddy as my host and cPanel. You can send me instructions if needed. Thank you.
Here is the reply I got after a lot of troublehoosting from GoDaddy. Seems like you have to whitelist my server?
Dear Nabil,
Thank you for contacting Support. I would like to thank you for your patience while we investigated this matter. We have reviewed the issue and found that this server is not able to reach their server. Our server is being blocked from their end. We have tested other servers in our network and are able to reach their server. You will want to contact their support here WML Support.
Again, thank you for your patience. Please feel free to contact us 24/7 should you need any further assistance.
