Support » Plugin: Pardot » Cannot Authenticate

  • darrahb

    (@darrahb)


    Hello-

    After installing and filling in my Pardot user information I am getting an error “Cannot authenticate. Please check the fields below and click “Save Settings” again.” I triple checked my password and my user key and they seem to be correct so not sure what the issue is?

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

Viewing 15 replies - 1 through 15 (of 22 total)
  • Plugin Author Barry

    (@barryhughes-1)

    I’m sorry to hear that, @darrahb.

    On trying to replicate your issue locally, though, I don’t experience the same problem and so long as the email address, password and API key are entered accurately it works successfully.

    I do appreciate you already triple checked everything, but can you give things one final check and confirm if you are still experiencing this issue?

    Thanks!

    darrahb

    (@darrahb)

    Hi Barry,

    I checked again and I am still having the same issue.

    Thanks!

    darrahb

    (@darrahb)

    We use a custom domain login on Salesforce/Pardot. Would that make any difference?

    Plugin Author Cliff Seal

    (@cliffseal)

    Hi @darrahb,

    There are a couple of things worth trying that others have seen success with:

    1. If you have IP Security enabled, you would definitely need to whitelist your server’s IP address.
    2. Check with your web host to ensure you’re about to make “outbound” calls from your server. Sometimes, authentication issues are related to server configurations.
    darrahb

    (@darrahb)

    Thank you Cliff. I will contact my IT team and have them check on these items and let you know!

    darrahb

    (@darrahb)

    Here is the response I got from my IT team…

    Per the forum, please have them whitelist our server IP, 149.56.33.144 and 66.70.176.71

    Also, they will need to tell us what outgoing port their plugins are using in order to verify if they are blocked.

    Plugin Author Cliff Seal

    (@cliffseal)

    You can manage IP whitelisting from within your Pardot account: http://help.pardot.com/customer/portal/articles/2128460-ip-location-activation

    The plugin doesn’t specify specific ports. It uses the standard HTTP API that all WordPress plugins are supposed to use: https://codex.wordpress.org/HTTP_API

    Most web hosts open the appropriate ports by default, so you may just need to ask them to a little debugging to get your specific environment just right.

    darrahb

    (@darrahb)

    I just checked and I do not have IP security enabled so I do not think it is the IP whitelisting issue… I sent your response to my hosting company about the ports but have not heard back yet. I have lots of other plugins installed that work correctly so that makes me think it shouldn’t be a port issue either…

    Plugin Author Cliff Seal

    (@cliffseal)

    Sure. Many plugins don’t authenticate with an external service, so you wouldn’t necessarily notice the port problem until a moment like this. 🙂

    That said, you may also want to contact Pardot support to see if they can help you troubleshoot a bit more. They have some additional checks and steps that might surface the issue.

    darrahb

    (@darrahb)

    Response from IT…

    It appears the plugins are connecting to remote 80 or 443 ports to get data. We will need to connect from our server to the customers remote address to make sure there are no restrictions. Could you have the customer please send us that address?

    Plugin Author Cliff Seal

    (@cliffseal)

    I would touch base with Pardot support from here. This sounds like it’s the reason you’re having trouble authenticating, and that’s beyond the scope of how we can help with this plugin. You may also want to send our API Documentation to your IT team, as we use the same API in the plugin.

    darrahb

    (@darrahb)

    Thank you. I have contacted Pardot support.

    I’m also having the same issue after enabling the Salesforce User Sync feature between Pardot and Salesforce. No matter whose credentials I use, I cannot authenticate settings to turn our Pardot forms back on. Does anyone have any insight? I’ve submitted a ticket to Pardot and reached out to our Account Manager but can’t get anyone to respond to me. Our forms are not working on our site currently: https://www.apspayroll.com/

    Thanks!

    Plugin Author Cliff Seal

    (@cliffseal)

    Hey @rmaner,

    In the case of having User Sync enabled, make sure you authenticate the plugin with a “Pardot-only user”.

    Support should be able to help you further with documentation on User Sync if my instructions don’t already make sense. 🙂

    Hi Cliff,

    We have tried that with no luck. We keep getting the same error. I’ve tried clearing the cache, resetting the settings, deactivating the plugin and reactivating, and even a hard cache empty. We just don’t know what else to do.

Viewing 15 replies - 1 through 15 (of 22 total)
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