ddragovic

Hey Phillip,

David here. Thanks for reaching out to us.

If your question is about how backups are displayed in the ManageWP dashboard, what you’re seeing is likely expected behavior.

It’s possible that the backup process was triggered multiple times within the same day. When that happens, the calendar will still show only a single highlighted (green) date for that day, even though more than one backup attempt was made.

To see the full picture, you can check the section below the calendar, where the system lists the total number of backup attempts completed for that date.

If anything doesn’t seem to match what you’re seeing, feel free to share a screenshot and I’ll take a closer look.

Kind regards,

Hello Jamie,

Thank you for providing such an extensive description of the steps you took. On the top of my mind, given the details you provided, this could be some plugin conflict. In that case, you should deactivate all plugins except the Worker and attempt to establish the connection. Once the connection has been restored, start activating other plugins one by one to see which one is the culprit.

However, without diving deeper into the problem, this is all a mere speculation.

If this doesn’t prove to be the case, please open a support ticket at helpdesk@managewp.com, providing as much details as you can, as support agent will take a closer look to see what is the source of the connection loss.

Kindly.

Hi there,

Thinking of the description you provided, it sounds like the timeout error, but I can’t be 100% sure. Would you be willing to open a support ticket at helpdesk@managewp.com and provide a couple of URLs so that we can take a closer look to what might be causing the disconnection?

At the moment, we don’t have any known issues that portray the disconnection of multiple sites, so it will be best to check closely.

As for the update part, yes, a plugin update is on its way! The current release is compatible with version 6.7.1, but we’re a bit behind on updating the “tested up to” information on the development page. We’re working to correct that oversight shortly. Rest assured, the plugin is rigorously tested to ensure compatibility with the latest versions, so you can continue using it confidently.

Kind regards.

Hey there,

Sorry for not getting to you sooner. I’ve just noticed that I responded to you earlier and, by mistake forgot to include the link with our IPs. To eradicate this oversight of mine, here is the complete list of our IPs: https://managewp.com/troubleshooting/general/managewp-ips-can-white-list.

If the issue continues please feel free to open a support ticket at helpdesk@managewp.com and one of our agent will take a closer look at it.

Kindly.

Hi there,

David here. I am truly sorry for the late reply from our end. We’ve been a bit swamped with tickets lately, and are desperately trying to emerge from them.

Thanks for providing the screenshot, from the looks of it is “AUTHENTICATION_INVALID_SERVICE_SIGNATURE” error.

That error usually implies that we’re trying to pull an old expired, most likely cached connection key from the Worker plugin and it should be resolved by obtaining a new one, however, we had some troubles with reconnecting the websites for a few of our users in the past few days and the best course of action was re-adding the website again as this helped in each case.

You can try the following steps to obtain the new key and use it to reconnect the website:

• Go into the WordPress admin dashboard of your website and then go into Plugins.
• Paste ?mwp_force_key_refresh=1&worker_connections=1 after the plugins.php in the URL and press enter.
• If there are any old connection keys showing, click on disconnect all.
• Clear/purge/flush website cache. This is an important step.
• Copy the new connection key and use it to reconnect/add the website again.

In case this doesn’t help you reconnect, I would then suggest opening a support ticket at helpdesk@managewp.com and one of our agents will assist you with establishing a connection.

Kind regards.

Hi there,

This is David from ManageWP here. Let me first apologize for such a late reply.

As for the issue at hand it can sometimes happen due to a password reset link when opened/parsed the first time, it will allow you to enter a new password, if it gets opened again, it will be void and will require that you enter an email again for another valid link. We are sorry for the inconvenience this caused you.

Now, in order to resolve this for you and help you with and accessing your account, I must ask you to open a support ticket by sending an email/request to helpdesk@managewp.com, and our agents will help you with acquiring access.

Be sure to when sending a request to provide a few details of the account so that they can confirm the ownership. That can be the approximate number of websites you have on your account and a couple of URLs.

Kindly,

Hi Michael,

For generating thumbnails, we use Chrome Headless, and we wait 2 seconds for the website to get loaded in order to grab the thumbnail. This should mean, that if your website doesn’t load in that 2 sec, or if some elements don’t load, we will pick up what is on the website at the 2 seconds mark.

Have you tried to manually refresh the thumbnails from the dashboard?

This option is located in website settings, beneath the website thumbnail on the dashboard.

Let me know if this helped.

Kindly.

Hi there,

Thanks for reaching out to us.

In most cases, the 406 Not Acceptable, if the website is accessible when opened in the browser, means there might be something that is blocking our requests, so making sure ManageWP IPs are not blocked from the server side or under any security plugin you might be using.

However, it would be the best to open up a support ticket at helpdesk@managewp.com and let our support crew take a closer look?

Kindly.