Unable to reach your web app account at this moment.

  • Resolved plinioagarcia

    (@plinioagarcia)


    3 years, 4 months ago

    Hello!
    I am using the plugin in the latest version (for wordpress 6.1.1).
    I installed the plugin through the network panel in wordpress. I activated the network of sites (I use WP multisite).
    When I enter the plugin settings section I get an unexpected error with the following message:

    Unable to reach your web app account at this moment. Please reload the page to retry. If the issue persists, contact Customer Support.

    I already tried deleting and reinstalling the plugin, but it didn’t solve the problem.

    A friend downloaded the plugin in the same version on his private server and everything went well (even without having a CookieYes web account).

    Can you help me?

    Thanks.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support CookieYes Team

    (@cookieyesteam)

    3 years, 4 months ago

    Hi @plinioagarcia,

    Greetings from CookieYes!

    Can you try clicking disconnect from CookieYes button in the plugin dashboard and try reconnecting to CookieYes? The issue should be resolved by performing this workaround.

    Thread Starter plinioagarcia

    (@plinioagarcia)

    3 years, 4 months ago

    Hi @cookieyesteam,

    thanks for answering. Unfortunately I can’t find the button you mentioned.
    Here’s a print of my screen: https://ibb.co/tm1g2qg

    Thanks for the help.

    Plugin Support CookieYes Team

    (@cookieyesteam)

    3 years, 4 months ago

    Hi @plinioagarcia,

    Thank you for bringing this issue to our attention. We have not received any prior reports of this issue, and the screenshot you provided has helped us to better understand the problem.

    We recommend trying to clear your site cache and then checking again to see if the issue persists. If the issue persists even after clearing the cache, let us know.

    Thread Starter plinioagarcia

    (@plinioagarcia)

    3 years, 4 months ago

    Hello @cookieyesteam
    to clear the cache I used the WP Fastest Cache plugin, but the problem with CookieYes remains the same.

    Is there any kind of external request in the plugin’s dashboard? I ask this because my website is from a public institution and the hosting team enforces some security rules (firewall stuff)…

    Thank you for your effort to help me.

    Plugin Support CookieYes Team

    (@cookieyesteam)

    3 years, 4 months ago

    Hi @plinioagarcia,

    Is there any kind of external request in the plugin’s dashboard? I ask this because my website is from a public institution and the hosting team enforces some security rules (firewall stuff)…

    To connect with the web app, we use an external request from the plugin. To look at the issue on your site closer, we would like to know the site URL. If possible, share the site health info with us. You can get it from the WordPress Tools menu > Site Health > Info section and share it privately via this link.

    Thread Starter plinioagarcia

    (@plinioagarcia)

    3 years, 4 months ago

    Hi @cookieyesteam,

    Sorry for taking so long to respond.

    After reviewing the browser log, we found that the Rest API was disabled by another plugin and this was causing the CookieYes error. We were able to work around the situation by enabling the WordPress API.


    I really appreciate the help and I hope this list helps others with the same problem.

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

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