Please check your Primary Site’s Jetpack connection

  • Unknown's avatar
    jaysorensen80 · Member ·

    I am unable to access “My Site” and I receive an error stating “Please check your Primary Site’s Jetpack connection”. I have checked into the connection on both WP and Jetpack’s website and it says my website is all connected.

    I found an article on Jetpack’s website stating the following,
    “Disconnect Jetpack when you are unable to log in to your site
    If your site won’t load due to a fatal error being displayed mentioning Jetpack and you’re unable to log in, chances are that another plugin or theme function is conflicting with our plugin.

    To get your site loading again, connect to your server via FTP access or your web host’s file manager. From there, delete the /jetpack/ folder from inside your /public_html/wp-content/plugins/ directory. Your site should load normally, as long as no other issues occur.”

    I have no idea how to connect to my server via FTP access and delete the Jetpack folder. Could someone please help me figure this out?

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

  • staff-ozmodiar · Staff ·

    Hi!

    We can absolutely help you sort this out.

    However, as a WordPress.com Business plan subscriber, you have access to our livechat support team. And contacting them will likely be a faster way of helping you get your site up and running:

    https://wordpress.com/help/contact

    If you cannot (or do not wish to) use the livechat system, let us know and we will be happy to help you here in the forums!

  • Unknown's avatar
    jaysorensen80 · Member ·

    Due to the Jetpack issue, I’m not even able to access the link you provided me. It just shows the Contact Us section with unloaded content within.

  • aleone89 · Staff ·

    Hello there,

    Many thanks for reaching back out.

    I can see that the Jetpack connection is in place and everything is as it should be with the site.

    Can you tell me if you’re still receiving this message when visiting the WordPress.com account?

    You may need to clear your browser cache: https://en.support.wordpress.com/browser-issues/#clearing-your-browser-cache

  • Unknown's avatar
    jaysorensen80 · Member ·

    Hi there.

    I have cleared my cache but I am still running into the same issue. How can I resolve this problem?

  • supernovia · Staff ·

    Hi @jaysorensen80 , we’re doing some digging for you. Can you confirm what browser you’re using? Do you have any other devices you could use to try accessing your admin panel?

    When viewing your account from Chrome on Mac, I’m seeing the site properly connected, and I can access help, so I’m just trying to sort out what’s different with your setup.

  • Unknown's avatar
    jaysorensen80 · Member ·

    I’m using Google Chrome on all of my devices. For some reason I’m able to access the admin panel on my MacBook normally. However, when trying to access the admin panel on my Windows desktop, I receive the Jetpack error and cannot do anything.

    I’m using Google Chrome on both the MacBook and the Windows desktop.

  • staff-95percentghost · Staff ·

    Thanks for the information! A few further questions since it seems isolated to Chrome on your Windows computer:

    1. I understand it seems silly to ask, but on your Windows desktop, you are definitely logged in on this WordPress.com account (username: jaysorensen80) ?
    2. While logged in on WordPress.com, if you head straight to WP Admin (info: https://wordpress.com/support/dashboard/) does this also not work?
    3. Additionally, is “Do Not Track” switched on or off on your Windows computer? If it’s switched on, could I ask you to try switching it off? Google have information about it here:
      https://support.google.com/chrome/answer/2790761?hl=en
    4. You mentioned that you had cleared your browser cache already; would you be able to try clearing the DNS cache of your Windows computer, and log out/in again? We do have a guide for the DNS cache here:
      https://wordpress.com/support/how-to-clear-the-dns-cache/
  • supernovia · Staff ·

    I’m also wondering whether you’re able to log in with an incognito window on your Windows Chrome. That should tell us whether it’s something stuck in that particular browser.

    If so, logging out, then clearing cache and your WordPress.com cookie, and then logging back in may help.

  • supernovia · Staff ·

    Just checking in — were you able to resolve this by logging out and back in again?

  • Unknown's avatar
    jaysorensen80 · Member ·

    Thank you guys for all of your help.

    I was able to log in and access my website again after clearing my cache, cookies, and then logging back in. I already did this whole process once, so I’m not sure why it worked this time, but I’m just grateful to have access once again.

    Again, thank you supernovia and 95percentghost for assisting me throughout this whole process. I’m so very grateful I can count on the WordPress staff to help me solve these problems when I struggle.

  • staff-95percentghost · Staff ·

    Awesome, I’m glad you were able to log back in via your Windows computer! If anything else comes up, feel free to let us know.

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