Broken Certificates for Expired Pro Users

  • Resolved kalaganov5

    (@kalaganov5)


    7 hours, 4 minutes ago

    Hello, Users with expired Pro subscriptions have lost the ability to generate certificates in their original format.

    The plugin relies on hardcoded remote URLs to fetch certificate assets from api.tutorlms.com. Your server is currently down, returning a Cloudflare Error 522 (Connection timed out). Example of a dead link causing the failure: https://api.tutorlms.com/wp-json/restapi/v1/certificate-builder-images/backdrops/background-thumbs/thumb2.jpg

    Could you please advise on how we can resolve this?

    Is there a recommended workaround, such as a PHP filter or a snippet, that allows us to bypass the external API calls and load these default certificate images directly from our local server or media library? This would greatly help maintain stability for sites relying on older versions.

    Thank you in advance for your assistance.

Viewing 4 replies - 1 through 4 (of 4 total)
  • dipsaha

    (@dipsaha)

    6 hours, 58 minutes ago

    Hi,

    Thank you for the detailed report and for sharing the example URL.

    To properly investigate this issue at a deeper level, we recommend that you open a ticket on the official Tutor LMS support platform. Our engineering team can then review the API connectivity, certificate asset loading flow, and server response logs in detail.

    Please include the following in your ticket:

    • Your site URL
    • Example affected certificate(s)
    • The broken asset URL you shared
    • Any firewall / Cloudflare configuration details (if applicable)

    This will allow us to perform a more in-depth investigation and provide a precise resolution or workaround if needed.

    Best regards,
    Tutor LMS Support Team

    Thread Starter kalaganov5

    (@kalaganov5)

    5 hours, 48 minutes ago

    Hello,

    As mentioned in my initial message, my Pro subscription is expired. Therefore, I do not have the ability to open a premium support ticket on your official platform.

    Furthermore, the Cloudflare 522 (Connection Timed Out) error is occurring on YOUR domain (api.tutorlms.com), meaning your origin server is failing to respond to Cloudflare. My site’s URL and firewall configuration are completely irrelevant to your API’s downtime.

    Could you please escalate this topic directly to the engineering team so they can either fix the api.tutorlms.com server

    Plugin Support Rashed Hossain

    (@wprashed)

    5 hours, 44 minutes ago

    Hello @kalaganov5

    I’m sorry to inform you that this forum is dedicated to free products only. If you are using the free version and need assistance or have any issues, feel free to ask here.

    Thread Starter kalaganov5

    (@kalaganov5)

    2 hours, 55 minutes ago

    Understood. I cannot open a ticket with premium support because the official platform strictly requires an active subscription to do so.

    For the community’s awareness: this situation specifically affects users who previously purchased a Pro subscription but did not renew it. Recently, certificate assets have stopped loading because the plugin relies on external Themeum APIs to fetch them. When your server goes down, expired Pro users lose this core functionality. Since these users no longer receive updates, they are stuck with dead API links and no official way to fix it.

    I will implement a local override in the template to bypass the API and ensure stability.

Viewing 4 replies - 1 through 4 (of 4 total)

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