Error trying connect to self-hosted site via Jetpack

  • Unknown's avatar
    frturek · Member ·

    So, I just waded through about a dozen support posts all reporting a problem connecting a self-hosted site to the list of “My Sites” in WordPress.com via jetpack (Jetpack Manage).

    The common symptom being: It the My Sites admin, beside the problem sites appear a red circle exclamation point and a pop up banner with the Message “Error fetching plugins. Disconnect Site”

    Not one of the support posts had resolution on this so I’m hoping that some one at Jetpack or WordPress.com can really dig into this and find out what’s happening.
    For what it’s worth, it also happens in the Calypso app.

    Here’s my case.
    I have several self-hosted websites all with Jetpack installed and I am able to access all but two, which get the error message described as above. I cannot access any of the admin points (plugins, pages, posts etc.) Interestingly enough it does return the stats.

    I have tried disconnecting and re-connecting and searching out plugin conflict but nothing works.

    The other important distinction of the two sites that don’t work is that they are on a different host. This leads me to suspect that it may be a server side issue. BTW these problem websites are on GreenGeeks. Known issues there?)

    Are there known server setting that cause conflict?

    The sites are:
    http://jenniferlunden.com
    http://thecenterforcreativehealing.com
    Both running the most recent Jetpack and 4.5 WordPress ( though the problem was happening with previous versions too.)

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    timethief · Member ·

    We provide support only for wordpress.COM hosted sites. Our support docs do not apply to
    (1) local installs of wordpress.ORG software on your own server or
    (2) wordpress.ORG software installs on paid hosting, and we do not provide support for them at wordpress.COM.

    Also, note that we do not provide Jetpack support for sites linked to wordpress.COM accounts with the Jetpack plugin http://jetpack.me. Jetpack is a plugin used by WordPress.ORG bloggers to achieve parity with what we already have built into WordPress.COM blogs. A wordpress.COM account is required to run the Jetpack plugin, but we do not provide Jetpack support on these wordpress.COM support forums. Please direct Jetpack issues to where they can get Jetpack support.

    re: Jetpack support
    Some Jetpack solutions are here http://jetpack.me/support/
    Others are in the Jetpack support forum at WordPress.org
    http://wordpress.org/support/plugin/jetpack
    However, if help cannot be found at either one then they can file a Jetpack support ticket here > http://en.support.wordpress.com/contact/?jetpack=needs-service

    WordPress.COM and WordPress.ORG are completely separate and have different username accounts, logins, features, run different versions of some themes with the same names, and have separate support documentation and separate support forums. Read the differences here http://en.support.wordpress.com/com-vs-org/

    As you could be referring to a site that is not hosted here, if you don’t have a username account at WordPress.ORG account, then click http://wordpress.org/support/ and register one on the top right-hand corner of the page that opens, https://wordpress.org/support/register.php so you can post to the support forums there.
    Resetting your WordPress.ORG password http://codex.wordpress.org/Resetting_Your_Password
    WordPress.org support docs are at https://codex.wordpress.org/Main_Page
    See also https://apps.wordpress.org/support/

  • Unknown's avatar
    frturek · Member ·

    Noticed this post added the line at the bottom, “The blog I need help with…” The site mentioned there is not the issue. Please read the post.

  • Unknown's avatar
    timethief · Member ·

    I read what you posted and believe you need to post where Jetpack support is provided.
    http://jetpack.me/support/
    http://wordpress.org/support/plugin/jetpack

    Contact

  • Unknown's avatar
    frturek · Member ·

    Thanks for responding quickly and actually reading my post.
    I have posted in the support forums for WordPress.org and Jetpack and so far one Plugin Contributor tried to debug, but their debugger does not see any problems, which is why I turned to WordPress.com end of things.

    I understand your reasoning for not supporting self-hosted sites but I hope you can see the logic of why I though the issue might be in the WordPress.com realm.

    I hope you keep this post open so that if I do find resolution elsewhere I will post it here so that others will perhaps find a solution and won’t have to deal with the catch-22 I’m dealing with now.

    I’m determined.

    Cheers.

  • Unknown's avatar
    timethief · Member ·

    Let’s ask Staff to assist you with sorting this out. I will type modlook into the sidebar tags on this thread for Staff help. How do I get a Moderator/Staff reply for my question? https://en.support.wordpress.com/getting-help-in-the-forums/#how-do-i-get-a-moderatorstaff-reply-for-my-question Please subscribe to this thread so you are notified when they respond and be patient while waiting. To subscribe look in the sidebar of this thread, find the subscribe to topics link and click it.

  • supernovia · Staff ·

    @frturek, just to be sure we’re seeing the same thing, are you able to connect Jetpack and use its features, just you can’t access the plugins section on WordPress.com ?

    Also, can you try the steps recommended here? https://wordpress.org/support/topic/error-fetching

  • Unknown's avatar
    frturek · Member ·

    @supernovia, Basically you got it.
    That link you mentioned appears to be the same issue. I even had the same guy Jeremy Herve make the same suggestions. Which I tried and it didn’t make any difference.
    Notice that that thread was left off with Jeremy saying “Thanks, that should help us understand what’s going on.” That was 4 months ago.

    Here are some screenshots it that helps.
    https://dl.dropboxusercontent.com/u/97706865/error-message1.png
    https://dl.dropboxusercontent.com/u/97706865/error-message2.png

  • supernovia · Staff ·

    Do you have a link to that thread? And can you respond to him again for a follow up? Jeremy is an expert with WordPress and Jetpack. Also, have your or your host taken extra security measures, like installing a hardening/security plugin or changing permissions on files? I’m wondering if that could be the issue.

  • Unknown's avatar
    frturek · Member ·

    Here’s the link to the WordPress.org forum thread: https://wordpress.org/support/topic/problems-connecting-to-wordpresscom-account?replies=7#post-8274743

    Out of curiosity, I created a subdomain of one of the problem sites and installed a fresh install of WordPress (Softaculous) and added Jetpack and low and behold the same darn problem.

    So it seems definitely a host server issue. The question is is it a security measure they have in place? or is it a default file permission thing they have set up?

    If it is a file permission thing I’m wondering what files/directories I should look at?

    I will post this update on the WordPress.org thread and I’ll also see if GreenGeeks might know.

    Thanks for sticking with this.

  • supernovia · Staff ·

    Thanks @frturek, I can see you’re working with Jetpack directly now. You’re in good hands :)

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