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.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

Tagged: Exception

This topic contains 29 replies, has 3 voices.

Last updated by Bigul 10 months, 2 weeks ago.

Assisted by: Bigul.

Author	Posts
September 20, 2024 at 4:28 am #16201110
Shekhar Bhandari WPML Supporter since 03/2015 Languages: English (English ) Timezone: Asia/Kathmandu (GMT+05:45)	Hello there, Our server is being blocked from their end. Can you ask to provide the ip address of the server? Look forward to your reply. Thanks
September 20, 2024 at 8:59 pm #16204142
nabilA-4	208.109.42.56
September 23, 2024 at 5:07 pm #16211103
nabilA-4	Any update? This was very urgent 2 weeks ago. It's still not resolved. I have been with WPML for more than 6 years, this is very disappointing.
September 24, 2024 at 3:06 am #16212241
Shekhar Bhandari WPML Supporter since 03/2015 Languages: English (English ) Timezone: Asia/Kathmandu (GMT+05:45)	Hello there, I have forwarded the request to our system team and they are working on it. I will update you as soon as I will receive further feedback from them. Thanks
September 26, 2024 at 7:46 am #16223340
Shekhar Bhandari WPML Supporter since 03/2015 Languages: English (English ) Timezone: Asia/Kathmandu (GMT+05:45)	Hello there, Our system team did the check again and couldn't find any blocking from our end, since your server says it's not blocked from your end too, I would suggest moving your site to the staging test site so we could check if this due to some third party plugins. Look forward to your reply. Thanks
October 3, 2024 at 1:33 am #16247736
nabilA-4	Hi, I have worked with my host GoDaddy for hours on this. We have turned off Cloudflare and disabled EVERY SINGLE plugin and changed to the default WordPress theme and still cannot get it to connect to your server. They said there is no block on their end too. Can you go in and fix this? I am tired of repeating the same things and as I mentioned this is happening on many websites and is urgent. It's not a third party plugin thing, we disabled all of them as I told you before. Please advise. Thank you!
October 3, 2024 at 1:35 am #16247737
nabilA-4	I will leave my site with everything disabled and on a default theme for the next hour hoping to get an answer from you. After this, I will re-enable everything because I cannot have it down like this it is unprofessional and would affect my business. You would have to trust me or go in and do it yourself temporarily.
October 3, 2024 at 8:58 am #16248412
Shekhar Bhandari WPML Supporter since 03/2015 Languages: English (English ) Timezone: Asia/Kathmandu (GMT+05:45)	Hi, I’m currently discussing this issue with our second-tier support team. Additionally, I’ve created a duplicate package of your site to help with further debugging. Thanks!
October 4, 2024 at 3:36 am #16252291
Shekhar Bhandari WPML Supporter since 03/2015 Languages: English (English ) Timezone: Asia/Kathmandu (GMT+05:45)	Hi, I've successfully replicated your site on my local machine, and it's functioning smoothly without any issues. Would it be possible for you to set up a staging environment on the same server and share the complete server details with us? This will allow us to review the settings from our end. Looking forward to your response. Thank you!
October 7, 2024 at 7:27 pm #16263376
nabilA-4	How do I set up a staging environment? What does that mean? I did a fresh new installation of WordPress on a new domain without any plugins or themes or any settings changed or anything on the same host and uploaded the WPML installer plugin and it had the same error and could not connect. Do you want the access to this empty one to work on and see?
October 9, 2024 at 6:34 am #16268044
Bigul WPML Supporter since 01/2013 Languages: English (English ) Timezone: Europe/Vienna (GMT+02:00)	Hello, I am Bigul from the WPML support team. Shekhar is on vacation now, so I am taking care of this ticket. I hope it will be okay for you. I am enabling the private option for the next reply. Please share the credentials of the fresh WordPress installation (including FTP credentials). -- Thanks! Bigul
October 10, 2024 at 10:40 am #16274318
Bigul WPML Supporter since 01/2013 Languages: English (English ) Timezone: Europe/Vienna (GMT+02:00)	Hello, Thank you for the updates and login information. One doubt. Please check the attached image. Are you getting the following warning while registering the WPML site key and proceeding with the WPML Multilingual CMS plugin installation? I get this: Connection error: Unable to get data from service. Detailed error: cURL error 28: Failed to connect to api.wpml.org port 443 after 9377 ms: Couldn't connect to server -- Thanks! Bigul
October 10, 2024 at 2:59 pm #16275955
nabilA-4	Hi, yes. Did you even read my previous message or the conversation with your colleague? That's exactly what I said – you are just repeating. This is the error we are trying to fix. The connection to WPML servers isn't working. Please advise on an actual fix. Thank you.
October 10, 2024 at 4:36 pm #16276507
Bigul WPML Supporter since 01/2013 Languages: English (English ) Timezone: Europe/Vienna (GMT+02:00)	Hello, Thank you for the updates. I was trying to confirm the steps to reproduce the issue on the staging site. I have shared the details with our team for an expert opinion and get back to you as soon as possible. Please wait. -- Thanks! Bigul
October 11, 2024 at 4:54 pm #16280767
Bigul WPML Supporter since 01/2013 Languages: English (English ) Timezone: Europe/Vienna (GMT+02:00)	Hello, Our team has confirmed the new site URL:- hidden link is not blocked by our firewall. So it looks like conflict with your hosting settings. Please check the previous reply, it is marked as private because of the custom code. -- Thanks! Bigul