No updates, on website it doesn't seem that it's regitered

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client was unable to update WPML because the site appeared unregistered, and attempts to re-register resulted in an 'Unable to parse data from service response' error.
Solution:
We recommended checking if the site or server's Firewall was blocking access to essential endpoints by following the instructions in this documentation: https://wpml.org/forums/topic/cannot-register-wpml-license-key-unable-to-parse-data-from-service-response/#post-14035759.
If the problem persisted, we advised going to 'Dashboard -> Updates' and clicking the 'Check again' button.

We suggested checking the Installer support log for errors as described here: https://wpml.org/faq/wpml-plugin-cannot-connect-to-wpml-org/#how-do-i-check-the-installer-support-log-for-errors. If any errors were found, we requested a screenshot to further assist the client.

The client's server administrator identified that the issue was related to the 'User-Agent: WordPress/6.4.3;' header in the request.

Please note that the solution provided might be irrelevant due to being outdated or not applicable to your case. If the issue persists, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you still need assistance, please open a new support ticket in the WPML support forum.

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, Not WPML issue

This topic contains 1 reply, has 2 voices.

Last updated by Marsel Nikolli 10 months, 2 weeks ago.

Assisted by: Marsel Nikolli.

Author	Posts
April 3, 2024 at 9:06 am #15476936
karolinaV	I cannot update WPML since it looks like the site is not registered (not true); when I want to re-register it, after adding a code, it returns "Unable to parse data from service response.". The problem persists for at least one week; I've tested it several times.
April 3, 2024 at 9:16 am #15477010
Marsel Nikolli	Hi, Thank you for contacting WPML Support, I will gladly help you. This issue most of the time happens if the Firewall on your site or server blocks access to essential endpoints. Please follow the instructions mentioned in the link below and check if that helps solve the issue. - https://wpml.org/forums/topic/cannot-register-wpml-license-key-unable-to-parse-data-from-service-response/#post-14035759 If the issue persists, please go to "Dashboard -> Updates" and click the "Check again" button then check again. --- If you're still seeing the error, kindly check the Installer support log as described here: https://wpml.org/faq/wpml-plugin-cannot-connect-to-wpml-org/#how-do-i-check-the-installer-support-log-for-errors If you see any errors there, please share a screenshot of that. We will check and let you know the next steps. Kind regards, Marsel
April 3, 2024 at 10:49 am #15477551
karolinaV	Hi! My server guy discovered that the problem is caused by User-Agent: WordPress/6.4.3; header added to the request - if you change it to a different version, the request goes through, but this one is not. We've solved this trouble, but your developers might want to look at it. Best regards, Karolina