Jetpack Not Authenticating

Resolved ltyrer
(@ltyrer)

1 year, 2 months ago

Hello, I am attempting to reconnect Jetpack after migrating my client’s site from WordPress.com to our own hosting with a ww.wp.xz.cn install. A few weeks ago I reached out to support and had the identity crisis issue resolved, but now I am realizing that I have also been unable to get Jetpack to authenticate properly. I have the client connecting their WordPress.com account to Jetpack, but there’s still these warning messages within the Jetpack tab asking to sign in to authenticate, and features like Subscribers are not active. Is there a way to fix this, or troubleshoot it more to understand what’s going on?

I’ve attempted some debugging, including through the Jetpack Debug Tool, and it seems like there might be an issue with the XML-RPC file, as entering the URL to test the connection sends me to an error page saying I can’t access the server for the local host IP, and the Jetpack Debug tool tells me the XML-RPC is not responding correctly. When I run the suggested line in my command line interface (curl -A 'Jetpack by WordPress.com' -d '<methodCall><methodName>demo.sayHello</methodName></methodCall>' https://civiclaboratory.nl/xmlrpc.php) it spits out some HTML informing me that the page has been permanently removed. I can see an active xmlrpc.php file in the root directory of the website. The website is using the Wordfence plugin and I have set the “Require 2FA for XML-RPC call authentication” login security setting to “skipped” as it suggests I do when utilizing Jetpack. Unfortunately, we seem to still be having this issue…

Do you have any idea what may be going on and what I can do to fix this?

Thank you!

The page I need help with: [log in to see the link]

Viewing 8 replies - 1 through 8 (of 8 total)

silvied (a11n)
(@silvied)

1 year, 2 months ago

Hi @ltyrer

Thank you for reaching out and for the thorough explanation of the issue you have provided.

I have fixed the connection, and the tools indicate it is working properly.
Kindly reconnect Jetpack and let us know if there are any issues present.

Regards,

Thread Starter ltyrer
(@ltyrer)

1 year, 2 months ago

Hello again!

Thank you for your help, I’m seeing the debug tool showing things are working appropriately too! Now my issue seems to be that my client’s WordPress.com account is connected to Jetpack, but there are still features not activated (like subscribers) and it seems to not be fully authenticated still. Specifically, I go to the Jetpack tab and at the bottom of the page, in the Connection section, I can see a green check by “Site Connected” and “Also connected: [client name] (Owner)”, and then a new line saying “Some features require authentication. Sign In”.

My understanding is that my client needs to sign in again through their WordPress.com account to fully activate Jetpack – is that correct? I believe they have tried to do this part already, but it doesn’t seem to be working. Is there anything that would be causing Jetpack to only partially connect?

Thank you!

Plugin Support Animesh Gaurav
(@bizanimesh)

1 year, 2 months ago

Hey @ltyrer!

My understanding is that my client needs to sign in again through their WordPress.com account to fully activate Jetpack – is that correct?

Yes that’s correct! This is required if you want to use any Jetpack feature that requires connection to WordPress.com account.

I believe they have tried to do this part already, but it doesn’t seem to be working. Is there anything that would be causing Jetpack to only partially connect?

I checked the site, and on our end, it appears to be already connected to a WordPress.com account. Was your client able to successfully connect the site to their WordPress.com account?

Thread Starter ltyrer
(@ltyrer)

1 year, 2 months ago

Hello again!

Yes, it seems my client was able to connect successfully! It’s strange though because when I view Jetpack in wp-admin it still shows me warnings about some Jetpack features requiring authentication, but my client does not see those same warnings. Also, neither my client or I are able to see the Subscribers tab under the main Jetpack tab, though I am able to navigate to Subscribers through Jetpack > Stats > Subscribers tab at the top of the page.

On another note, I am able to see my client’s list of subscribers but I’m concerned some subscribers may have been lost in the process of migrating. Their oldest subscriber seems to be from 2023, but the site has been active for much longer and my client has earlier told me they had around 2000 (I haven’t verified if some of those were social media followers). Is there any way some subscribers could have been lost in the migration, and is there a way to restore those subscribers?

Thank you!

Plugin Support lastsplash (a11n)
(@lastsplash)

1 year, 2 months ago

Hi @ltyrer –

I’d recommend trying to access the subscriber list via https://cloud.jetpack.com/subscribers That should work for any admin-level users connected to WordPress.com. Let us know if that works.

Looking in our records, it looks like we helped migrate stats and subscribers on this ticket:

https://ww.wp.xz.cn/support/topic/lost-jetpack-subscribers-and-stats-in-migration/

We don’t have historical numbers for subscribers. As a next step, I’d recommend re-connecting social media accounts, as suggested in the previous thread.

Plugin Contributor Stef (a11n)
(@erania-pinnera)

1 year, 1 month ago

Hi there, @ltyrer,

Do you have updates about that, do you still need help? We usually close inactive threads after one week of no movement, but we want to make sure we’re all set before marking it as solved. Thanks!

Thread Starter ltyrer
(@ltyrer)

1 year, 1 month ago

Hello! So far as I can see, things seem to be working better now for my client, so I think we are good for now! Thank you!

Plugin Contributor Stef (a11n)
(@erania-pinnera)

1 year, 1 month ago

Hey @ltyrer!

That is amazing news! I’m going to mark this thread as solved. If you have any further questions or need more help, you’re welcome to open another thread here. Cheers!