Split: Unable to parse data to service response

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

Problem:
The client's staging site was showing as unregistered and unable to save the site key, while the QA environment on the same VM was functioning correctly. The client was concerned about a potential block from WPML's side affecting their staging environment.
Solution:
We first asked the client to check if there were any red X icons in the WPML > Support > Installer support section, which would indicate a connection issue to the WPML API. Upon confirmation of a red X, we recommended whitelisting the following domains with their hosting provider's help:

wpml.org
cdn.wpml.org
api.wpml.org
api.toolset.com
cloudfront.net

For more detailed steps, we directed the client to our documentation: WPML plugin cannot connect to WPML.org

If this solution does not resolve the issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 further assistance is needed, please open a new support ticket at WPML support forum.

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This topic is split from https://wpml.org/forums/topic/credits-not-showing-up-in-wp-2/

Tagged: Exception

This topic contains 9 replies, has 0 voices.

Last updated by dawnV 4 months, 1 week ago.

Assisted by: Mihai Apetrei.

Author	Posts
March 10, 2025 at 7:57 pm #16798415
dawnV	Now my site is showing as unregistered:
March 10, 2025 at 8:00 pm #16798417
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there. I am not sure what you have tried until now. Can you please review the recommendations shared by my colleague on this topic in this public ticket and let me know if you can resolve this? - https://wpml.org/forums/topic/unable-to-parse-data-from-service-response-46/ If you already tried that, on WPML > Support > Installer support > can you please let us know if you see two green check icons at the top after you click the "check" button? Or are there any red X-ses instead of the green check icons? If there are any red X-ses, can you please share your IP address with me? There might be a block on our end for that IP address. I will be waiting for your response. Mihai Apetrei
March 11, 2025 at 7:50 am #16799714
dawnV	Hello, Can you please create a private link so i can give you host url and ip address. Thanks.
March 11, 2025 at 12:30 pm #16801571
dawnV	Here's a screencap from your requet
March 11, 2025 at 9:22 pm #16804219
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Thank you for the update and for the screenshot. So yes, we have that red X showing up there, meaning that there might be some kind of block that prevents your site from connecting to the WPML API. I recommend whitelisting the following domains with the assistance of your hosting provider: wpml.org cdn.wpml.org api.wpml.org api.toolset.com cloudfront.net For more detailed information, please refer to our documentation: WPML plugin cannot connect to WPML.org Please let me know how that goes.
March 12, 2025 at 11:51 am #16806822
dawnV	Hello, As My staging instance and qa instance both are in the same VM (common IP), but in staging not able to save the site key and gives error , but in QA environment , sitekey is saved and also able to see two green check in qa environment. so we have not restricted the domains you mentioned. it seems other issues. So can you guide us regarding this. Thanks.
March 12, 2025 at 12:47 pm #16807046
dawnV	Hello , Based on your suggestion ,we have checked on our side as well and there are not any restrction on our end. So please help in this matter as it is biggest blocker for us and we are nearby production. This issues occurs only in staging website , not in qa as both are in the same VM. Please provide private links so that i can share staging site url and ip if needed. Thanks.
March 12, 2025 at 4:38 pm #16808547
dawnV	Hello, Can you please check if our domain is blocked or not from WPML side. Thanks.
March 13, 2025 at 4:45 pm #16812987
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there. I'm checking this with our Systems team, and I will get back to you as soon as I have an update. I'm leaving the ticket assigned to myself until then.
March 13, 2025 at 7:50 pm #16813545
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there, and thank you for your patience. I believe our Systems team resolved this issue. Can you please try again and confirm? I will be waiting for your response.
March 15, 2025 at 6:37 am #16819195
dawnV	Thanks you it seems resolve now. Thanks.