ERROR: Access Token not found

Support
#1

Each time I try to validate the theme, I get “ERROR: Access Token not found”. I didn’t see anything in the support how to troubleshoot this.

#2

Hi Ross,

Thanks for reaching out.
There might be a few different reasons for this issue, I would suggest you troubleshoot the common issues related to the Product Validation.

  1. Location Issues
  2. Communication Error Messages

If none of the above helps, please provide login credentials for your site in a secure note to examine it further, including:

– WordPress Site URL & Login URL
– WordPress Admin username/password

To create a secure note, click the key icon underneath any of your posts.

secure-note
secure-note1040×250 15.3 KB

Thanks

#3

Hi!

I added a secure note to my previous message. The shared troubleshooting sadly did not resolve the issue.

#4

Hello Ross,

Thanks for that information. There are 29 outdated plugins that may be affecting the issue. Please make sure to update everything. If the issue still exists, you may need to test for a plugin conflict by deactivating the plugins one at a time. We will also check on our side maybe your server is blocking the Themeco connection. during the validation.

Best Regards.

#5

I updated all the plugins that I can. There are three that I cannot since they are theme related. I’m still not able to validate the theme.

#6

Hi Ross,

I have checked your WordPress admin and found that the API Endpoint to validate the license is not called and is showing the error response. It seems that mod_security is enabled on your site, which causes the issue when calling the Cornerstone endpoint. And if that is the case, you need to contact your hosting service provider to temporarily disable the ModSecurity for you and make the Cornerstone endpoints whitelisted. If that does not help, please copy your live site to a staging server so we could troubleshoot freely without breaking your live site.
And give us access to the secure note including:

– WordPress Site URL & Login URL
– WordPress Admin username/password

To create a secure note, click the key icon underneath any of your posts.

secure-note
secure-note1040×250 15.3 KB

Thanks

#7

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