Troubleshooting AddoBase

Troubleshooting AddoBase starts on the AddoBase screen in wp-admin: click Check now. It refreshes your licenses and, when the check fails, shows the reason behind “Last attempt failed:” next to the time of the last check. The list below covers troubleshooting AddoBase message by message, with the cause and the fix.

Where do you start troubleshooting AddoBase?

AddoBase reports problems in three places:

• a one-time notice at the top of the AddoBase screen after you click a button,
• the line under the connection card, for example “Last checked 2 hours ago. Last attempt failed: …” or “Not checked yet.”,
• notices on other wp-admin screens, shown to administrators only.

On addocore.com, My Account → WordPress plugins shows “Last check” per site. A site whose last check is days old has not reached AddoCore since; start troubleshooting AddoBase on that site.

Why does connecting fail?

When troubleshooting AddoBase on a new site, connect errors come first. Most of them come down to timing.

• “The connection could not be completed: it expired or did not start here. Try again.” More than 15 minutes passed between clicking Connect and returning, or a different WordPress user finished the flow. Click Connect with AddoCore again and finish it as the same user.
• “This connection link is incomplete or not valid.” Shown on addocore.com. Start again from the AddoBase screen; do not reuse an old link.
• “This connection code is invalid or has expired.” The return to the site took longer than 10 minutes after you confirmed. Connect again.
• “Connecting was cancelled.” Someone clicked Cancel on the confirmation screen.
• “AddoCore sent an incomplete answer. Try connecting again.” The exchange returned no site ID or secret. Connect again; if it repeats, contact us.

Why do license checks fail?

• “This site is not connected, or the request signature is invalid.” The site was disconnected in My Account, or the server clock is more than 5 minutes off. Check the clock first (ask your host to enable time sync), then click Disconnect and Connect with AddoCore.
• “Request signature verification failed.” The same check for a site that uses a license key. Usually the server clock is off.
• “This license key is not valid for WordPress plugins.” The key is mistyped or not your current key. Copy it again from My Account.
• “This site is no longer linked to an active AddoCore account.” Log in to addocore.com to check your account, then connect again.
• “Too many requests. Please try again later.” By default AddoCore accepts 120 checks per connected site, 10 per license key and 60 per IP address per hour. Wait for the next hour.
• “AddoCore sent an unexpected answer (HTTP N).” Something between your server and addocore.com answered instead, such as a proxy, firewall or maintenance page.

Why does the site suddenly show as not connected?

When the security salts in wp-config.php change, for example after a migration, AddoBase can no longer decrypt its stored secret or license key. The card then shows Connect this site again, with no error. This case is easy to miss when troubleshooting AddoBase, because nothing looks broken. Click Connect with AddoCore; the same address reuses its existing entry and takes no extra site.

Why are add-ons paused?

“AddoCore could not be reached for too long, so licensed add-ons are paused.” The site has had no successful check for 96 hours. Other admin screens show “AddoBase could not reach AddoCore for too long, so licensed add-ons are paused until it can.”

Check that the server can make outgoing HTTPS requests to addocore.com (firewall, proxy) and that WP-Cron runs. With DISABLE_WP_CRON set, a real cron job has to call wp-cron.php. Add-ons resume as soon as a check succeeds. AddoBase never deletes or deactivates plugins while they are paused.

Why does switching on fail?

• “Your license covers N sites and they are all in use.” Switch the add-on off on another site, or upgrade your license. Nothing is switched off for you.
• “Your account has no active license for this plugin.” The trial ended or the license expired. Check My Account → WordPress plugins.
• “You are not allowed to install plugins on this site.” Your user lacks the capability, or the site blocks plugin installs (DISALLOW_FILE_MODS). Install the zip by hand, then click Switch on.
• “There is no download available for this add-on yet.” Try again later, or contact us.
• “This plugin cannot be switched on or off here.” The slug is not a known add-on, for example AddoBase itself.

How switching works in each place is explained in switching add-ons on and off.

Why does an update not install?

For troubleshooting AddoBase updates, the common messages are “Your license does not include updates for X right now”, “Development checkout: update it with git.” and “This download link is invalid, has expired, or the license is no longer active.” Each one is explained in updates for AddoCore plugins.

What do notices on other admin screens mean?

• “Your AddoCore add-ons need a connected AddoBase to work.” An add-on is installed but the site is not connected and has no license key. Open AddoBase and connect, or save a key as described in using a license key instead of connecting.
• “[Add-on] could not start: …” The add-on hit an error while starting. Update it and AddoBase; if it stays, contact us with the full message.

What should you send when you contact us?

When troubleshooting AddoBase does not solve it, use the contact page. Include the site address, the AddoBase version (bottom of the AddoBase screen), the exact message and the time of the last successful check. Never include your license key.