Hi Marco,
The debug windows report “Jetpack connected”
I do see an error on my end. Please try disconnecting and reconnecting again.
If that doesn’t work, disconnect, and then delete Jetpack completely. Then clear your browser cookies for WordPress.com and your site, log back into both, reinstall Jetpack, and try to reconnect.
To solve a problem (no statistic in wordpress app) I disconnected my site for jetpack.
The connection error I’m seeing is most likely the reason why your stats aren’t updating, so let’s try fixing that first and see if that also fixes the stats.
Thanks for the suggestion.
I tried twice with no success with the same error
Do i have to remove jetpack entries in the db ? do you have a tool to clean the DB ?
Thanks for the support
Marco
Hi Marco –
To clarify, you tried to delete Jetpack completely twice? Double check the steps that my colleague shared once again. If you are successful in deleting Jetpack you won’t need to touch the database to fix this error.
If that doesn’t work, disconnect, and then delete Jetpack completely. Then clear your browser cookies for WordPress.com and your site, log back into both, reinstall Jetpack, and try to reconnect.
Hi
I did the following steps (twice):
1) Remove Jetpack from the wordpress plugin menu
2) Clear my browser cache
3) Restart the browser
4) Connect to my website admin page and to wordpress.com
5) Add the jetpack plugin
6) Use the configure jetpack button
Same error. In the jetpack debug window, i got the message “Jetpack is connected” and, by clicking on it, “try to disconnect and reconnect”
I do not see any menu/link/page to disconnect jetpack.
If you look my profile in wordpress.com, it has no website associated (i deleted it)
Thanks
Marco
Thanks Marco –
Try removing the plugin manually through FTP access. Create a back up first, though, just incase 🙂
https://wordpress.org/support/article/managing-plugins/#manual-uninstallation
Hi
do you mean delete the plugin directory ?
Marco
hi
i followed the “manual uninstallation” section to remove the plugin (point 1 of my previous list)
Then i performed other points.
No success. Same error
Marco
Right, just deleting the plugin is not the same as disconnecting. And clearing the browser cache is unlikely to have any effect. I suggested above to try clearing cookies.
To disconnect, go to WP-Admin ->Jetpack ->Dashboard, and scroll down until you see the link saying “Manage site connection”. Then you’ll see the option to disconnect.
The error we see on our end shows it’s a problem with the security token used to authenticate with your site, and reconnecting usually fixes that.
But if nothing will let you reconnect, that means something is most likely blocking the connection. Your site’s XML-RPC file at https://www.depec.net/xmlrpc.php appears fine, and I can access it in my browser, but it’s possible your hosting provider is blocking certain types of access to it, so please contact them and make sure that is not the case. If you’re using any security plugins on your site that might be blocking access to XML-RPC, please also see if disabling them helps.
I see you also have an email support ticket open where someone replied to you yesterday. Please reply either here or there, so we don’t duplicate effort in trying to help you with this.
Hi
There is no Dashboard link under the Jetpack menu (see the image at https://www.depec.net/jetpack.png)
I manage other wordpress sites, hosted by the same provider, with no problems
The only security plugin installed is wordfence
Thanks for your help
Marco
Okay, if you don’t see the Dashboard option, you are properly disconnected.
WordFence can be used to block XML-RPC, so please check if temporarily disabling that plugin allows you to reconnect.
Hi
I tried to disable wordfence with no success
Site health shows the error “jetpack is connected” (see picture https://www.depec.net/v1/wp-content/uploads/2020/01/jetpack02.png)
Marco
Thanks for trying that, and for checking the Site Health page.
It looks like this might be related to an issue our team is working on. Please open a support ticket at https://jetpack.com/contact-support/?rel=support and we can continue helping you there.
Please include a Site Health report when you submit that – on the Site Health page click on Info, and then the button that says Copy site info to clipboard, and paste that into your ticket.
Also please include a link to this forum thread.
Hi
I see you also have an email support ticket open where someone replied to you yesterday. Please reply either here or there, so we don’t duplicate effort in trying to help you with this.
Can I use the already opened support ticket by inserting the reference to this forum thread ?
Thanks
Marco
Ah, with my last reply I’d forgotten about the ticket you already have open.
You’re welcome to reply to that ticket, yes, including the site health report and a link to this forum thread.
