Hi @aalexandrov, thanks for opening a support topic with us. From the information you have shared with us, it’s possible that the site records are mismatched and Site Kit is expecting your previous staging URL. This is something we can look into further but before we do that, I’d like to point out that Site Kit will not work if you need to access your website via password as you have stated.
You can see this listed in our installation requirements so this will need to be addressed first. If you address this and are still facing the URL issue then I will be happy to investigate this further for you.
Hey @adamdunnage
The production website is not password protected and is accessible to the public. We have the staging set to password protected. We want to have Site Kit working only on production.
We are not sure why the connection breaks. From the production website when we check the link for reconnection we are seeing the URL pointing to the staging URL which is the reason for the explanation on the staging syncs. Could there be a token in the database that is being transferred or something?
Additionally we did try a reconnect before and this is the second time this is happening
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This reply was modified 2 weeks, 4 days ago by
aalexandrov.
@aalexandrov Understood, thanks for clarifying this. Did you perform a Site Kit reset on the staging site before you performed the sync between staging and production sites? If not then it’s likely that the issue is due to mismatched records on the Site Kit service which will be expecting the original URL you connected Site Kit with.
If you can revert back to the original setup then please do this and perform a Site Kit reset. Once done you can go through the sync again and connect Site Kit once more on the production site.
If this isn’t possible then let me know as we may need to request a record check for your site.
Hey @adamdunnage, could you make a record check. What is a safe way for me to share the website URL with you?
@aalexandrov Yes we can certainly check this for you. To get all the required information, please can you share your Site Health information. You can use this form to share privately if preferred.
Please be sure to also share the callback URL you are seeing which includes the staging URL. This information will be helpful for us in looking for your site records. We may need to remove or invalidate site records for you to allow you to complete Site Kit setup once more.
@adamdunnage Thank you! I have just filled in the information requested. Including the URL for the reconnection which was pointing to staging
@aalexandrov Thanks for sharing the information. I have passed this on to the team who will check this for you. This can take a couple of days but as soon as I hear back I will update you here.
@adamdunnage Thank you for the confirmation!
@aalexandrov Thanks for your patience with this while we checked your records. Having checked, it looks like your records are correct. With this in mind you should be able to perform a Site Kit reset on your site and once done, the setup process should complete without issue.
Please try this and let me know how it goes. If you encounter anymore issues please do say and we can investigate further.
@adamdunnage Thank you for checking. We did perform the reset and the reconnect. We are going to monitor again and will notify if there are issues again. But for now everything looks as expected. I believe we can close this ticket and needed we are going to reopen it. Thank you again!
