Error : “Unable to reach your web app”

  • Resolved kroups

    (@kroups)


    3 months, 1 week ago

    Hello,

    I’m trying to connect a new website with a basic plan, but I keep having the error “Unable to reach your web app account at the moment. Please reload the page to retry”

    I tried different browsers, I tried clearing the cache and I don’t have any plugins that interfere with the REST API.

    The error is also on another website that I had previously connected without any issues. It look like my webhost is blacklisted or something like that ? (It’s OVH)

    EDIT : I tried to put a copy of the website on another host and it’s working fine, I can’t use another host for my website, OVH is the biggest host provider in EU so I don’t understand why it could be blacklisted.

    Thanks.

    • This topic was modified 3 months, 1 week ago by kroups.
Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support CookieYes Team

    (@cookieyesteam)

    Hi @kroups

    Greetings from CookieYes!

    The error message “Unable to reach your web app account at the moment” typically indicates a connectivity issue between your website and our services. Since you’ve ruled out browser caching and plugin conflicts, and the issue is specific to your OVH-hosted sites, here are some steps to help identify and resolve the issue:

    1. Check Firewall and Security Settings:
      OVH might have specific firewall rules or security settings that block outgoing connections to our services. You can contact OVH support to confirm if any restrictions are in place.
    2. Ensure REST API Accessibility:
      Even though no conflicting plugins are present, verify that the REST API is functioning correctly. You can test this by visiting https://yourwebsite.com/wp-json/ to see if it loads without errors.
    3. Server Logs:
      Check your server logs for any blocked requests or errors related to connecting with our services. This can provide insights into whether the issue is network-related or server-side.
    Thread Starter kroups

    (@kroups)

    Hi @cookieyesteam and thanks for the reply,

    I tested the /wp-json/ and other routes and it’s working fine, REST api is working for other plugins.

    The OVH firewall is disabled and I don’t see any useful servers logs for this issue.

    I was able to connect to the web app and changes are working if i make them on your website but i still have “Unable to reach your web app account at the moment.” on the WordPress dashboard. I’m pretty sure something is wrong on your end (either ovh is blacklisted on your server somehow, or the plugins has an issue)

    Plugin Support CookieYes Team

    (@cookieyesteam)

    Hi @kroups

    If you still face this issue please share us the status of the following Rest API calls from the network tab.

    To assist you better, could you please share the following details from your site’s Site Health section?

    1. Navigate to your WordPress admin dashboard.
    2. Go to Tools > Site Health.
    3. Check the Status and let us know if there are any REST API or related issues reported.
    4. Click on the Info tab.
    5. Scroll to the bottom and click Copy site info to clipboard and share them privately via this link.

    This information will help us pinpoint the issue and guide you more effectively.

    Thread Starter kroups

    (@kroups)

    Hi @cookieyesteam

    I checked the Site Health status page but there is nothing, just a single warning about the website not using Object caching.

    I sent via your email the content of my info tab.

    Thanks

    Plugin Support CookieYes Team

    (@cookieyesteam)

    Hi @kroups

    We’ve identified and whitelisted your server IP to resolve this issue.

    Could you please confirm if everything is now functioning as expected on your end? If you encounter any further issues, don’t hesitate to reach out—we’re happy to assist.

    Thank you for your patience!

    Thread Starter kroups

    (@kroups)

    Hi @cookieyesteam

    Thank you very much, everything work fine now.

Viewing 6 replies - 1 through 6 (of 6 total)
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