Problems with Product Validation

In this article, we're going to discuss possible problems of the product validation and the troubleshooting methods.

  1. Common Error Messages
  2. Use the Force-Check Flag
  3. Check the PHP Error Message
  4. Resolve SSL Related Errors
  5. Product Version
  6. Contact Your Hosting Service Provider
  7. Summary

Common Error Messages

The product validation is a process to check the authenticity of the product purchase and it opens up the possibility to access the bundled plugins for the X and Pro themes and the demo content in the X theme. The most common issue occurring during the validation process is the problem of the communication between the server which the WordPress is installed and our servers for the authentication.

The error you may get is as follows:

Could not establish a connection. Please ensure your firewall is not blocking requests to theme.co
Could not retrieve extensions list. Please ensure your firewall is not blocking requests to theme.co

The troubleshooting steps for the connection issue is as follows:

Use the Force-Check Flag

Similar to how the WordPress update API is designed, the X and Pro extensions page will wait at least 12 hours before checks to our API. This way your dashboard loads faster, as it doesn't need to make an additional network request. You can force it to make a request by adding &force-check=1 to the URL. For example:

https://x.dev/wp-admin/admin.php?page=x-addons-extensions&force-check=1

This will often resolve the issue if there was a temporary loss of network connectivity.

Check the PHP Error Message

It is more likely that this is a problem with your server configuration, and that it is unable to make outgoing network connections, or that somehow theme.co is blocked by a firewall. You can get more information about the error your server is throwing by adding &x-verbose=1 to the URL. For example:

https://x.dev/wp-admin/admin.php?page=x-addons-extensions&force-check=1&x-verbose=1

This will reveal helpful error messages that you can mention when contacting your host's support.

If the error message is related to SSL, your PHP configuration may not be configured properly. We would advise contacting your host about this. In the meantime, you can fix your WordPress installation by adding this code to the functions.php file of your Child Theme:

add_filter( 'https_ssl_verify', '__return_false' );

This allows WordPress to skip verification when making outbound HTTP requests. For more information on how to set up a Child Theme click here.

Product Version

One other cause is the use of an old version of the product. Make sure that you have the latest version of the X and Pro and the standalone Cornerstone plugin. If not, update them as mentioned here.

If you are validating the X theme, make sure that the Cornerstone plugin is also updated to the latest version which is compatible with the theme.

Contact Your Hosting Service Provider

Using the error message above, you can contact your web host. Here is a form letter you may use:

Hello [PROVIDER],

My WordPress installation is having a hard time making outbound HTTP requests. I'm using X theme and it makes a request to community.theme.co for setting up automatic updates. Here is the error message I'm receiving: [INSERT SCREENSHOT OR ERROR MESSAGE]

Could you please do the following?

* Ensure my site can reach this domain: theme.co
* Ensure cURL is working, and allow_url_fopen is enabled.
* Ensure PHP is configured with the latest CA Root Certificates.
* Check into the error message above.

Please advise on anything you discover. Thank you

Summary

We discussed possible cases that might cause the connection issues when trying to validate one of our products. We gave detailed information on each case and possible troubleshooting steps. We also gave you the template of a possible support letter that you can send to your hosting provider. Finally, reach out to our support if the problem persists.

See something inaccurate? Let us know