Cannot Connect Jetpack, “cannot_save_secrets” error

  • Resolved alyosha3dpf

    (@alyosha3dpf)


    1 year ago

    I’m trying to connect Woocommerce Shipping to a WordPress account, so I can pay for labels, so I can ship my products. This requires Jetpack, so I am trying to connect Jetpack to a WordPress account. When I do so, I get an error: “cannot_save_secret.” The Jetpack debug tool similarly reports “could not validate security token.”

    The website in question is https://3dprintfreedom.com. Until this issue is resolved, I cannot generate shipping labels, making my store dead in the water. 🙁

    Things I have tried to resolve this:

    • Verified my options table is writeable – it is, I can access it directly and write to it.
    • Disabled all plugins except Jetpack – same error.
    • Fully deleted and reinstalled Jetpack – same error.

    Information that may be pertinent:

    • This website was previously connected to a different WordPress account. I disconnected it before trying to reconnect onto my WordPress account, but I wonder if Jetpack is maintaining elements of the old connection.
    • I am hosting on platform.sh, which uses read-only website hosting, but obviously the database is not read-only.
    • My database uses a different prefix from the standard “wp_” prefix, but I would expect Jetpack is smart enough to recognize this.

    I hope someone can help resolve this. Thank you!

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Contributor Stef (a11n)

    (@erania-pinnera)

    1 year ago

    Hi there, @alyosha3dpf,

    Thanks for testing some troubleshooting options before contacting us. I see the same security token error when checking the connection.

    Let’s give it a full reset as sometime it can help (you won’t lose any stored data). Try deactivating and deleting Jetpack entirely, and then trying to reinstall it?

    To remove Jetpack, you can FTP into your site and delete the folder wp-content/plugins/jetpack. (If you’re not sure how to do this, ask your hosting company for help.) After that’s done, you can reinstall Jetpack by following these instructions.

    Also, please update all the plugins to their latest versions. Last but not least, I see you’re using Cloudflare currently. Can you please make sure that you’ve followed the following guides, which outline the proper setup for Jetpack and Cloudflare? 

    Hope that’s all clear! Let us know how that goes, and we’ll be here to help out if you’re still having issues. 

    Thread Starter alyosha3dpf

    (@alyosha3dpf)

    1 year ago

    Tried the full reset, and updated all the plugins I could. I also paused Cloudflare to ensure that wasn’t the issue.

    Still getting the same 500 / “cannot_save_secrets” error.

    Thanks for your help so far. What’s the next step in troubleshooting?

    Plugin Contributor Stef (a11n)

    (@erania-pinnera)

    1 year ago

    Hey @alyosha3dpf,

    Thanks for trying our troubleshooting options. You mentioned getting 500 errors, right?

    500 errors are related to server settings, so it’s possible that you can fix the connection by addressing the 500 error with your hosting provider. Typically, 500 errors lead to memory issues.

    The first thing to try is to increase the memory available to WordPress (but I still recommend dealing with this with your host):

    https://docs.woocommerce.com/document/increasing-the-wordpress-memory-limit/

    If that doesn’t work, can you check your error logs to see what’s going wrong? Your host can help you find them if you need help. If that’s so, please share them privately via this contact form and mention this thread.

    Let me know what you turn up!

    Plugin Support Tamirat B. (a11n)

    (@tamirat22)

    1 year ago

    Hello @alyosha3dpf

    Do you have updates about the above? We usually close inactive threads after one week of no activity, but we want to make sure we’re all set before marking it as solved. Thanks!

Viewing 4 replies - 1 through 4 (of 4 total)

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