Hey @aguenther,
I’m not sure if we’ll be able to support the Pardot pop-up in that context, as I see it’s being brought in via a page builder or custom fields-type plugin.
That said, I’m hoping we can still resolve it for you.
You are only able to use version 4 of the API if you have enabled multiple prospects with the same email address. Otherwise, your account uses version 3: https://developer.pardot.com/kb/api-version-4/
When you’re seeing it revert to version 3, is the authentication itself successful?
Hi @cliffseal,
The use case for the Pardot Plugin is to add Pardot forms into a WordPress web page – and so just to clarify, is the page builder that we’re using for our instance of WordPress creating this bottleneck in relation to the API? Please note that we have a multisite – not exactly sure what you mean by multi prospect…can you please define?
To answer this question: When you’re seeing it revert to version 3, is the authentication itself successful?
When I authenticate for the FIRST TIME and it reverts to version 3, it shows authentication successful. Yet if I select Save Setting again for second time, then it throws the error message that authentication is unsuccessful.
How can we workaround?
Thanks!
All the best,
Anne
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This reply was modified 6 years, 1 month ago by
aguenther.
Thanks for the detail, @aguenther!
I’m not sure if that page builder is an issue or not, but it’s possible.
Regarding multi-prospect, check out the first paragraph here: https://developer.pardot.com/kb/api-version-4/
That’s what determines whether your account uses v3 or v4.
Can you confirm you’re running version 1.4.13 of the plugin?
Yes, we’re running 1.4.13 of the plugin (fyi, I deactivated and re-activated the plugin several times just to test – same results). And we’re on WordPress 5.4 running CodeGeek theme.
Any ideas why the plugin reverts back to v3 although v4 is selected?
(Fyi, I also cleared all cache on Chrome, and tested using Incognito as well as IE – same results. Also while in the Pardot settings of the plugin, I selected Clear Settings and Reset in the attempt to get v4 to stick…but to no avail, always reverts to v3 and then throws the authentication error)
@aguenther Again, the version will revert because of what I linked up above. The plugin sets itself to whatever version the Pardot API will actually allow for your account. Check with Pardot support if you feel you’ve enabled this feature (or if you have a relatively new account) to see what might be happening on the API side.
Out of curiosity: after you successfully authenticate once and then try to change a setting and save again, can you try putting in your password directly again? I’m curious why you’re not getting a specific error message back when it fails.
@cliffseal, thanks
Yes, I’ve been inputting my pw directly each time.
I’ve provided remote access to our Pardot instance to Pardot / SF support and so will prompt them to checkout the API config
@cliffseal, I touched base with Nick Sweeney at Pardot support.
Is there potential confusion here regarding our multi site and multi prospect? I did not specify that we ever wanted multi prospect setup – I only mentioned that we have a multi site. The other sites on our WP instance will not be using Pardot – only our 1 US-based site. And so can we please not use multi prospect setup and instead troubleshoot for v3?
@cliffseal, any feedback please?
Hey @aguenther,
I am not confusing WordPress multisite with Pardot multi-prospect. Was Nick able to tell you which version of the API you should be using based on your account? Again, if your account is relatively new, it should be version 4.
@cliffseal thanks, just ensuring the situation isn’t lost in translation ; )
And our Pardot instance was activated mid Feb 2020. He mentioned that we should be on v4.
What do you propose as next steps?
Great! That’s what we needed to know.
Are you able to access any error logs to see if messages are being passed there? Normally, you would see the error message returned on the screen, but we might need to hunt for it elsewhere in this case. It looks like you’re using WP Engine and they make it pretty easy to find: https://wpengine.com/support/troubleshoot-wordpress-wp-engine-error-log/
As well, you might consider creating a staging version of your site and deactivating other plugins to see if the Pardot plugin can properly authenticate after that.
Let me know if either of those help you.
@cliffseal, exactly which error logs? Seems like this is a live web share otherwise it’s attempting to find a needle in a haystack…
We’ve already documented the error messages and so in the interest of time, can we please setup a quick web share to troubleshoot?
Hi, I’ve been troubleshooting this more on my end and have now resolved the issue.
Thanks anyway
Good to hear, @aguenther. I checked in with our support team last week to make sure you were taken care of.
