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- This topic has 6 replies, 2 voices, and was last updated 2 years, 5 months ago by Bastien Schwartz.
April 20, 2020 at 12:55 pm #24443Bastien SchwartzApril 20, 2020 at 12:55 pmReply to: Chooko Pro Bug ReportsBastien SchwartzParticipant
Dear Support Team,
Unfortunately I’m not able to activate my licence purschased for Chooko Pro.
When entering my email address ass well as the licence key and clicking on “Validate Licence”, I got the following error message: An error occured while trying to reach the API. Please try again in a moment.
Looking forward to hearing from you on how to proceed with this activation, needed to have the update possibilities…
Thanks in advance and kind regards,
BastienApril 21, 2020 at 6:56 pm #24447iceableApril 21, 2020 at 6:56 pmReply to: Unable to validate my licenceiceableKeymasterSupport
After checking on our end, I confirm our licensing API is functionning properly at the moment, so here are a few steps to hopefully troubleshoot the issue on your end:
– First, just try again in case the issue was temporary
– Carefully check that your have correctly entered your email address and license key correctly
– It is possible that your host prevents the theme from connecting to our API properly. In this case, you may want to get in touch with their support and have them see if some security settings could be the culprit (it could be a firewall configuration, or the host may have disabled some php features the license validator relies on). If this can help pinpoint the issue, you can give them the following information:
The license validator and update checker for this theme needs to reach an API at https://www.iceablethemes.com, and it uses the WordPress core function wp_remote_get() ( https://developer.wordpress.org/reference/functions/wp_remote_get/ ) to call it. However it seems that the connection from a site hosted on your server is failing.May 5, 2020 at 4:14 pm #24473Bastien SchwartzMay 5, 2020 at 4:14 pmReply to: Unable to validate my licenceBastien SchwartzParticipantThis reply has been marked as private.May 8, 2020 at 7:04 pm #24482iceableMay 8, 2020 at 7:04 pmReply to: Unable to validate my licenceiceableKeymasterSupport
Hi, I’m afraid there is nothing on our end that would be blocking requests from your host’s gateway.
Our API is working properly and has no issue from any other website or server.
If your hosting provider won’t help fixing this to allow you to get updates from your admin dashboard, please note that you will always be able to download the latest available version of the theme directly from your account on this site, and proceed to install it manually on your site.October 23, 2020 at 11:07 am #24847Bastien SchwartzOctober 23, 2020 at 11:07 amReply to: Unable to validate my licenceBastien SchwartzParticipant
Hi Iceable team,
Following your last response, I’m still not able to validate my licence.
Now a new update of the theme is available.
Question: if I download it from my account and install it (WordPress informs me that there is already a same team existing, I need then to confirm that I would like to replace the existing one by the new one).
If I confirm the replacement, can you please confirm me that all the parameters of the team will be kept and no need to reparametrize it?
Thanks in advance for your support and kind regards,
BastienOctober 24, 2020 at 9:19 am #24848iceableOctober 24, 2020 at 9:19 amReply to: Unable to validate my licenceiceableKeymasterSupport
Yes this is the correct approach to manually update the theme when your site can’t connect to our update server.
And yes, your settings will be safely kept. All content, settings and parameters are stored in the database, not in the theme files. So deleting/replacing/re-installing the theme will not affect them.
With that said however, it is good practice to always make sure you have a backup of your site and database, just in case something goes wrong at any point in time 🙂October 24, 2020 at 1:36 pm #24854Bastien SchwartzOctober 24, 2020 at 1:36 pmReply to: Unable to validate my licenceBastien SchwartzParticipant
Thanks a lot for your answer!
For sure, I’ll keep a backup in case of 🙂
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