Can’t use live chat support due to previous error

  • Unknown's avatar
    beyondrmwp · Member ·

    Hello WordPress.com team,

    I wanted to contact you about the still pending ssl cetrificate for our connected domain but I can’t start a chat or email dialog.

    Our current plan is ‘business’ (bought with that user) but the buttons to continue with chat/email stay greyed out.

    In our php log is an error logged at the same times I tried to use the live chat:
    ‘PHP Warning: Undefined property: A8CFSEWP_REST_Help_Center_Support_Availability::$is_wpcom in …’

    Thanks & greetings
    Dominik

    The blog I need help with is: (visible only to moderators and staff)

  • Unknown's avatar
    beyondrmwp · Member ·

    I just wanted to add more information about the mentioned “previous error” that might have caused this. We are also currently unable to access previously created pages.

    A few months ago we had an issue with a Jetpack restore that was manually fixed by support.
    Two days ago we switched from the staging domain to the official one, but some internal links don’t seem to work now, and maybe this also blocks the automatic process to create a certificate and validate the business status.

    My best guess is that the manual fix months ago did not include all the necessary adjustments and now that we have changed the domain for the site, we are experiencing the effects of an inconsistency.

    Greetings
    Dominik

  • Unknown's avatar
    beyondrmwp · Member ·

    Switching the page back to its staging url let me access the premium features and switching to the release domain again produces this error:
    The Jetpack site is inaccessible or returned an error: Jetpack: [http_request_failed] cURL error 60: SSL: no alternative certificate subject name matches target host name ‘xyz.tld’ [-10520]

    I guess I’ll use the other support methods now and mention this post here.

    Greetings
    Dominik

  • staff-zinnia · Staff ·

    Hey there –

    I can see our team wrote back to your email already. Please follow up there.

  • machellie · Staff ·

    Hi there, Dominik!

    I pushed along the SSL install here on your site https://beyondrm.com/ and reconnected Jetpack and that seems to have helped here.

    Can you please refresh and check for me?

    Let me know if you continue having issues. If you are still having problems with your site, please share a link to an example of a page where you see the issues.

    Looking forward to hearing from you!

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