License code for validation timing out

Support
#1

Hello! I inherited a website and it seems like the Cornerstone license was never validated. With the recent WordPress update, our theme has completely broken, which is how I discovered the issue. I just purchased Cornerstone and am trying to input my purchase ID code but it keeps timing out. I saw the advice somewhere to disable/delete and reinstall Cornerstone but am nervous to do so. What are my options? Thanks!

#2

Hi Kim,

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

Thank you, I had read through those but they didn’t seem to be the issue. Sending now!

#4

Hi Kim,

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.

Hope it helps.
Thanks

#5

Hello! I just got off the phone with our hosting service provider. They requested the Cornerstone IP address in order for us to add the plug-in to the whitelist. Where can I find this information? Thank you!

#6

Hi Kim,

The Cornerstone endpoints are from your URL only, so any endpoint that comes from WordPress admin can be whitelisted.

Thanks

#7

I’m sorry, I don’t understand what you mean by that - could you give an example? Thanks!

#8

Hi Kim,

The URL should be like the following one.

<your-domain>/wp-json/
<your-domain>/wp-admin/

Hope it helps.
Thanks

#9

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