My Jetpack is not connecting

  • Resolved hblocklear

    (@hblocklear)


    2 weeks, 3 days ago

    I am having some issues with my Jetpack connecting to my site. It keeps popping up connectivity issues so I checked the debug but it detected no issues. It tells me to reconnect my account, I do so and then when the link returns me back to my site after logging in, nothing changes. I also uninstalled and redownloaded and the issue is still the same. I talked with our web provider support team and they sent me a error log but could not progress further since they did not develop the plugin.

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support lastsplash (a11n)

    (@lastsplash)

    2 weeks, 3 days ago

    Hi @hblocklear –

    I can see the issue here — your site’s Jetpack plugin has stale connection data. I’ve made an adjustment on our end that should fix the issue when you reconnect.

    Please now reconnect your WordPress.com account to Jetpack. Here’s how:

    1. In your site’s WP Admin, go to Jetpack → My Jetpack.
    2. You should see a prompt to connect your WordPress.com account — click the “Supercharge my site” button.
    3. Approve the connection using the WordPress.com account you’d like linked to this site.

    Your stats, followers, and settings will be preserved through this process. You can find the full steps here: https://jetpack.com/support/reconnecting-reinstalling-jetpack/

    Let me know how it goes — happy to help if you run into anything along the way.

    Thread Starter hblocklear

    (@hblocklear)

    2 weeks, 3 days ago

    Thanks for your reply! So when I go to Jetpack and then MyJetpack it just says “There was an error fetching your purchases information. Check your site connectivity and try again.” The only other options on the page are purchasing a plan and “Site connected – connect my account” link. But when I go through with that link and login, it brings me back to my site and it runs the same error. I tried to disconnect but that is not working either.

    Plugin Support lastsplash (a11n)

    (@lastsplash)

    2 weeks, 3 days ago

    Hi @hblocklear –

    It looks like your site was holding on to the connection in an unexpected way. As a next step, please uninstall both Jetpack and Jetpack Boost on your site.

    Then, please reinstall Jetpack:

    1. Start at Plugins → Installed Plugins.
    2. If Jetpack is currently active, click Deactivate to disable it. Then click Delete to remove it from your site. Do the same for Jetpack Boost.
    3. Go to Plugins  → Add New.
    4. Search for “Jetpack – WP Security, Backup, Speed, & Growth”.
    5. Click Install and then Activate.

    When Jetpack is installed, click the green Supercharge my site button to reconnect.

    Let us know if you can then establish the connection. If so, you can then go ahead and reinstall Jetpack Boost.

    Thread Starter hblocklear

    (@hblocklear)

    2 weeks, 3 days ago

    I have deleted and now reinstalled the Jetpack plugin. I am now at the Supercharge my site screen, but when I click it, it pops up an error code, saying “An error occurred. Please try again.”

    Thread Starter hblocklear

    (@hblocklear)

    2 weeks, 3 days ago

    There were some issues on the backend that was prohibiting this going through. It is fixed now. Thanks for your help!

    Plugin Support lastsplash (a11n)

    (@lastsplash)

    2 weeks, 3 days ago

    Hi @hblocklear –

    Thanks for letting us know.

    I see that Jetpack has a site-only connection. I’d recommend connecting as your WordPress.com user in the future, but for now, manyJetpack features will work without issue.

    We have a breakdown of what requires a WordPress.com connection here:

    https://jetpack.com/support/why-the-wordpress-com-connection-is-important-for-jetpack

Viewing 6 replies - 1 through 6 (of 6 total)

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