Support » Plugin: Pardot » Plugin suddenly requires password reset

  • Hello,

    We have repeatedly experienced the following issue on our site where we use your Pardot plugin: https://ibb.co/KqJvF1W

    The Pardot plugin suddenly stops working and requires password reset otherwise we cannot authenticate the connection – at the same time, all Pardot forms disappear from our site.

    This is causing a lot of issues as you can imagine when all Pardot forms suddenly disappear on our entire site until that particular Pardot user comes online and can reset the password.

    Are you aware of this problem?
    Could you please investigate and fix the problem?

    Thanks

    • This topic was modified 7 months, 2 weeks ago by Moove Agency.
    • This topic was modified 7 months, 2 weeks ago by Moove Agency.
Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Author Cliff Seal

    (@cliffseal)

    Hi @cliffseal

    Thanks for getting back to us so quickly.

    The support ticket you have linked outlines the ‘quick fix’ solution to the problem but it does not help to resolve the real problem: why does the plugin stops working from time to time and requires the password reset in the first place?

    Are you able to let us know what causes the malfunction and if it can be fixed anytime soon?

    Many thanks

    Plugin Author Cliff Seal

    (@cliffseal)

    That’s because the “real problem” is on the Pardot API side. 🙂

    Due to a change in how the Pardot API authentication works, certain authentication processes can get caught in a loop. The instructions I linked up aren’t so much a quick fix as it is a way to get around this issue.

    If you take those steps and still experience problems, please follow up and we’ll figure out if this is on the plugin side or the Pardot API side.

    Hi @cliffseal

    We have indeed taken those steps to re-authenticate.

    The problem is that we need to do this quick fix several times a year. And this is causing a lot of issues as you can imagine: several times a year, suddenly all of our forms disappear from our website all at once (imagine all our landing pages, contact pages suddenly do not have any contact forms!).

    We then need to wait for the particular Pardot user to come online, reset their password and re-authenticate the connection before the forms appear on our site.

    I hope you can imagine this is highly stressful situation that we are in several times a year due to this issue (which I noticed on your forum is happening to many more users).

    So are you able to have this issue resolved properly on your end so that the re-authentication is not required anymore?

    Thanks

    Hi!

    We had the same problem. The solution was to create a user for this purpose only.
    i do not know why that works, but we have not experinced this problem after we created a separate user for the pardot plugin.

    Glenn

    Plugin Author Cliff Seal

    (@cliffseal)

    I totally understand the stress. It was an unexpected change for the plugin to deal with. I’m sorry for the trouble.

    Can you go through the steps I linked up and let me know if the issue continues? If so—and if what @glekar recommended isn’t an option—we’ll get you moving forward.

    Hi @cliffseal

    As mentioned several times before, we did the steps to reset password and re-authenticate already. In fact, several times in the past 12 months we had to apply this ‘quick’ fix. And that’s the issue I’m asking you to resolve: that we need to keep re-applying this quick fix several times a year because your plugin all of a sudden requires password reset and re-authentication (and at the same time removes all forms from the entire site).

    It seems that you are unable to resolve that issue given that you keep referring to the simple ‘fix’ instead. In this case, I will have to refer this case to our client who is the owner of the Pardot account to complain to their Pardot Account Manager about this issue and chase up the resolution from that end.

    Plugin Author Cliff Seal

    (@cliffseal)

    I understand your frustration. I had not seen you state you had tried the instructions I linked up, which is why I was asking. If you had, I was going to recommend contacting Pardot support. This is not something we can fix with the plugin as I’ve mentioned.

Viewing 8 replies - 1 through 8 (of 8 total)
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