Cannot authenticate (on Multisite)

Sorry to hear that.

Can you review the steps I outlined to another user over here and in particular the instructions about performing a password reset?

I want to highlight that for this to be successful, you may first need to ensure you have logged out of pi.pardot.com before following the link I provided in that other topic. If you stay logged in or try to use an alternative means of resetting the password it may not have the desired effect.

Let me know if that helps!

@barryhughes-1 –

Thanks for that info! I had reset pwd before with no luck, but I had not logged out first. Ddoing so seems to have fixed the problem.

Thanks for getting back to us, @palpatine1976 – and thank you for confirming that that worked!

Sadly this problem came back – despite it working for a few days, now the plugin is no longer authenticated and all the forms disappeared.

Maybe it just doesn’t like multisite? Is there any way to log what it tries to do and see where the issue is?

Sorry to bear bad news.

I did the same reset process and it re-authenticated: I just don’t know how long it will stay that way, and there’s no notification when it breaks and the forms disappear.

• This reply was modified 6 years, 9 months ago by Palpatine1976.

I don’t think there is anything about multisite that would be a problem specifically.

If you were to repeat the same steps as before, does that resolve things? To reiterate:

• Visit pi.pardot.com and log out first of all
• Perform a password reset at pi.pardot.com/user/passwordReset
• Visit the Pardot Settings screen within your WordPress site and re-authenticate with your update password

Is there any way to log what it tries to do and see where the issue is?

There is, but I want to stress this will capture information such as your credentials: so, while this could provide us with useful information, please do not post the results directly on this forum (unless of course you redact anything sensitive like your API key first of all):

• Install and activate Log HTTP Requests
• Visit the Pardot Settings screen and (re-)authenticate
• Now visit the new Log HTTP Requests screen added by the plugin you installed
• You will (hopefully) see that it logged a request to pi.pardot.com/api/login/version/4
• Click on this and examine the response

The response (I’ve cleaned up the formatting and simplified a little in this example) may look something like this:

{
    "body": "<?xml> <rsp stat='fail'> Error message </rsp>",
    "response": {
        "code": 200,
        "message": "OK"
    },
    ...
}

Though, just as in my example, you may see a successful “200 OK” response, it’s the body field we’re interested in. Again, do take care before sharing anything in that field here in the forums … but it may provide us with some ideas as to the underlying cause of the problem.

Hello I have the same problem, I follow the steps and it gives me in reports array

{
“method”: “POST”,
“timeout”: “30”,
“redirection”: “5”,
“httpversion”: “1.0”,
“user-agent”: “WordPress/4.9.5; *****”,
“reject_unsafe_urls”: false,
“blocking”: true,
“headers”: [],
“cookies”: [],
“body”: {
“email”: “******”,
“password”: “”******”,
“user_key”: “”******”,
“new_api_key”: [
“Pardot_Plugin”,
“_new_api_key”
],
“api_key”: false,
“offset”: 0

This “blocking”: true is normal?

Hi @barryhughes-1 –

Thank you for getting back to this so quickly.

Yes, following those steps re-authenticated the plugin. But today, I checked back and despite the plugin ‘thinking’ it is authenticated, new forms are not showing up. So I click “clear cache” and the messages returned are both “cache cleared” AND “Cannot authenticate”. And now the plugin isn’t auth’d.

The reason I mentioned multisite is because i’m using this same account across 4 different sites on the multisiteinstall (each with their own FQDN) so wasn’t sure if that would make a difference. One other thing I noticed was that it didn’t seem to store my selection of API v4 – it always seemed to default back to v3.

I’ll install that debug plugin and see what data I can get (and yes, I’ll obfuscate anything sensitive – thanks for the reminder!)

—

So the log shows this error:
Your account is locked due to too many failed login attempts. Reset your password at https://pi.pardot.com/user/passwordReset

Which makes sense – but that begs the Q – why does this happen after the initial auth is ok? Does your plugin attempt to re-auth after a set amount of time, or is it a one-shot deal?

It could be that some other process is spamming that account and causing it to lock..

Thanks!

• This reply was modified 6 years, 9 months ago by Palpatine1976.

One thing confirmed – when I click “clear cache”, the API version is reset to v3, and I have to change it to v4 and hit “save settings” again

Then if i come back later and refresh the Pardot settings screen, it still says v3 in the dropdown :/

• This reply was modified 6 years, 9 months ago by Palpatine1976.

Hi @arti,

We’d love to help but if you don’t mind, please do create a fresh topic (it can get a little confusing if we try and help different people at different stages of the troubleshooting process, even if the problem does initially seem similar).

To reassure you, though, “blocking: true” is not something to worry about in this particular case ??

Hi @palpatine1976,

Great notes!

the API version is reset to v3, and I have to change it to v4 and hit “save settings” again … Then if i come back later and refresh the Pardot settings screen, it still says v3 in the dropdown :/

This varies by account, but for some users a specific version of the API must be used. If the incorrect version is supplied, then the Pardot API may reply with a code indicating that the plugin should use a different version in future.

This can trigger the behavior you have described and in itself shouldn’t be a concern.

why does this happen after the initial auth is ok? Does your plugin attempt to re-auth after a set amount of time, or is it a one-shot deal?

It will re-authenticate if for instance you change the selected campaign.

That said, if your credentials are correct and I assume they are based on what you’ve described, this shouldn’t trigger account locking as the authentication attempt ought to be successful.

Bear with us, though, while we check in on a few things.

Thanks for the follow up @barryhughes-1 ! Certainly appreciate it. I’ve been in touch with Pardot support and they are confused to, as they don’t see any login attempts on that email address, and don’t know why it would have been locked out.

I changed the email address used and the plugin seems to remain authenticated – I’ll keep tinkering and reply if I have any new info.

How strange … but sure, keep us posted!

Hi all,

We have had the same problem on our site, suddenly the Pardot integration stopped working and we could not authenticate the user in the CMS despite using the correct credentials.

The way we resolved this was by creating a completely new user in Pardot and adding this new user to the CMS for authentication. Then it started to work again.

So creating a new Pardot user and replacing your old user in the CMS might help.

I appreciate the note, @mooveagency: though that should not be required it’s interesting to hear it worked for you.