"Error authorizing your site. Please contact support."

Resolved

(@libertie)

I cannot connect Jetpack to my WordPress account. I’ve communicated with my host and they assure me that they have “disabled the rule of ModSecurity that blocked access to xmlrpc.php”. I checked the WordPress log and no errors are being generated. My site is http://www.sylawing.com.

Here is the output from Jetpack Debugging:

ELF:
	Array
(
    [headers] => Array
        (
            [server] => nginx
            [date] => Wed, 10 Aug 2016 14:51:01 GMT
            [content-type] => text/plain;charset=utf-8
            [connection] => close
            [expires] => Wed, 11 Jan 1984 05:00:00 GMT
            [cache-control] => no-cache, must-revalidate, max-age=60
            [pragma] => no-cache
            [x-hacker] => Jetpack Test
            [x-ac] => 3.ord _dca
            [strict-transport-security] => max-age=15552000
        )

    [body] => {"error":"Could not validate security token","error_description":"We were unable to validate a security token for Jetpack communication. Please try disconnecting Jetpack from your WordPress.com account, and connecting it again."}
    [response] => Array
        (
            [code] => 400
            [message] => Bad Request
        )

    [cookies] => Array
        (
        )

    [filename] =>
)

Per the debugging instructions, I've disabled all other plugins and tried using Jetpack with the Twenty Sixteen theme. My XMLRPC file appears to be accessible.

I would appreciate any suggestions! If I need to press my host, what should I ask them to do?

https://wordpress.org/plugins/jetpack/

Viewing 9 replies - 1 through 9 (of 9 total)

Plugin Contributor Lisa Schuyler
(@lschuyler)

7 years, 8 months ago

Hi @libertie!

This error is usually resolved by a full reinstall of Jetpack. Could you please try deactivating and deleting Jetpack entirely, and then trying to reinstall it?

You can either disable and completely delete the Jetpack plugin on your dashboard’s Plugin page, or you can delete the folder wp-content/plugins/jetpack via an FTP client.

After that’s done, you can reinstall Jetpack and try to connect again.

Let me know if that solves the problem. 🙂 Thanks!

Thread Starter libertie
(@libertie)

7 years, 8 months ago

Thanks for the suggestion, Lisa! I deactivated Jetpack, deleted the files via FTP and reinstalled from the plugin using the button at Jetpack.com but the problem persists. Any recommendation on my next move?

Plugin Contributor Lisa Schuyler
(@lschuyler)

7 years, 8 months ago

We’ve had another report of a site today with the same issue, that is also hosted with your host.

I’m wondering if your host has any security rules in place that could be blocking the Jetpack connection. Do you know if they are using mod_security? Could you ask them to check the logs, if they can, and see if it is blocking Jetpack?

Let me know what you find out. Thanks!

Thread Starter libertie
(@libertie)

7 years, 8 months ago

My host claims to have already addressed ModSecurity. In response to my inquiry, “Could you take another look to see if any other rules are affecting the site’s xmlrpc.php file?”, they replied, “I’ve found only the information that had been recorded before ModSecurity rule has been disabled.”

Is it likely that they are overlooking something?

Plugin Contributor Lisa Schuyler
(@lschuyler)

7 years, 8 months ago

Hi @libertie!

Our logs aren’t showing a reconnection attempt from your site. Could you try to reconnect Jetpack now, and let me know what error message you see, if you see one?

The other person we’ve communicated with who is using the same host has been able to successfully connect today.

Let me know how it goes!
Thread Starter libertie
(@libertie)

7 years, 8 months ago
From https://wordpress.com/jetpack/connect/authorize: “Error authorizing your site. Please contact support.”
Screenshot

From the plugin:
```
Debug Info

jQuery version: 1.12.4
CLIENT_ID: 115008539
BLOG_TOKEN: [removed]
MASTER_USER:
CERT: 0
TIME_DIFF: 2
VERSION: 4.1.1:1470837648
OLD_VERSION: 4.1.1:1470837648
PUBLIC: 1
USER_ID: 1
USER_TOKEN: [this user has no token]
PHP_VERSION: 5.6.24
WORDPRESS_VERSION: 4.5.3
JETPACK__VERSION: 4.1.1
JETPACK__PLUGIN_DIR: /home/sylawing/public_html/wp-content/plugins/jetpack/
SITE_URL: http://www.sylawing.com
HOME_URL: http://www.sylawing.com
HTTP_HOST: www.sylawing.com
SERVER_PORT: 80
REMOTE_ADDR: 71.87.233.40
PROTECT_TRUSTED_HEADER: false

TEST RESULTS:

HTTP: PASS
HTTPS: PASS
IDENTITY_CRISIS: PASS
SELF: FAIL

RAW TEST RESULTS:

HTTP
Array
(
[headers] => Array
(
[server] => nginx
[date] => Thu, 11 Aug 2016 21:19:27 GMT
[content-type] => text/plain;charset=utf-8
[connection] => close
[vary] => Array
(
[0] => Accept-Encoding
[1] => Cookie
)

[expires] => Wed, 11 Jan 1984 05:00:00 GMT
[cache-control] => no-cache, must-revalidate, max-age=60
[pragma] => no-cache
[x-hacker] => Jetpack Test
[content-encoding] => gzip
[x-ac] => 3.ord _dca
)

[body] => OK
[response] => Array
(
[code] => 200
[message] => OK
)

[cookies] => Array
(
)

[filename] =>
)

HTTPS
Array
(
[headers] => Array
(
[server] => nginx
[date] => Thu, 11 Aug 2016 21:19:27 GMT
[content-type] => text/plain;charset=utf-8
[connection] => close
[vary] => Array
(
[0] => Accept-Encoding
[1] => Cookie
)

[expires] => Wed, 11 Jan 1984 05:00:00 GMT
[cache-control] => no-cache, must-revalidate, max-age=60
[pragma] => no-cache
[x-hacker] => Jetpack Test
[content-encoding] => gzip
[x-ac] => 3.ord _dca
[strict-transport-security] => max-age=15552000
)

[body] => OK
[response] => Array
(
[code] => 200
[message] => OK
)

[cookies] => Array
(
)

[filename] =>
)

IDENTITY_CRISIS
PASS

SELF
Array
(
[headers] => Array
(
[server] => nginx
[date] => Thu, 11 Aug 2016 21:19:28 GMT
[content-type] => text/plain;charset=utf-8
[connection] => close
[expires] => Wed, 11 Jan 1984 05:00:00 GMT
[cache-control] => no-cache, must-revalidate, max-age=60
[pragma] => no-cache
[x-hacker] => Jetpack Test
[x-ac] => 3.ord _dca
[strict-transport-security] => max-age=15552000
)

[body] => {"error":"Could not validate security token","error_description":"We were unable to validate a security token for Jetpack communication. Please try disconnecting Jetpack from your WordPress.com account, and connecting it again."}
[response] => Array
(
[code] => 400
[message] => Bad Request
)

[cookies] => Array
(
)

[filename] =>
)
```
Plugin Author Brandon Kraft
(@kraftbj)

Code Wrangler

7 years, 8 months ago

Hmm, there’s isn’t anything obvious from that information. Can you try with all other plugins disabled? The other site on your host worked once they performed the mod_sec updates.

Thread Starter libertie
(@libertie)

7 years, 8 months ago

Sadly, disabling other plugins (of which there are very few — this is a fresh install) did not resolve my issue. Short of trusting my host, is there some way for me to confirm that the mod_sec updates are in place?

Thanks!

Thread Starter libertie
(@libertie)

7 years, 7 months ago

Tried again today after a JetPack update to 4.2.2 and everything mysteriously worked. Weird but yay!

Viewing 9 replies - 1 through 9 (of 9 total)

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