icon keeps spinning

Hi there,

Could you please share the URLs of the sites where you’re experiencing this spinning problem?

Yes sure:

https://rb.gy/a3f3ha

https://rb.gy/rse8ok

Thanks for that. As expected, I don’t see any Jetpack connection for those sites which makes sense if you haven’t been able to get pass the “Start for free” button.

So we can keep investigating, could you please share these details:

1. The steps you’re taking to get Jetpack Protect? Are you starting from Jetpack.com, from your WP Admin plugin section, or from the www.ads-software.com plugin repo?
2. A screenshot of the “Start for free” button you’re getting stuck on (to make sure we’re on the same page)
3. An example site where Jetpack Protect is working for you
4. Can you pinpoint anything different about the two sites where it’s not working? Any specific plugins they have that the working sites don’t?

Thank you!

Hello Thanks for your reply.

1. I am starting from WP ADMIN
2. https://postimg.cc/yWjgK8bd
3. https://t.ly/yQvpV
4. its not a plugin issue, they are mostly same setups, nothing special here

Thanks for those details! I’m a bit stumped so far; I haven’t been able to re-produce the issue on a fresh test site.

Next, could you please try:

1. Totally uninstalling Jetpack Protect from WP Admin and starting again
2. If you get the same spinning error, could you open up the console in your browser and see if there are any errors when you click the “start for free” button?

I reinstalled the plugin with same issue.

I do get an error in the console:

Uncaught (in promise) ApiError: 404 (Status 500)
at /wp-content/plugins/jetpack-protect/build/index.js?minify=false&ver=fe97d1535658daaa9984

Thanks for that! It should be useful in us figuring out what is going wrong here. I’ve escalated this to our developers and we’ll get back to you when we have some more information!

Hi again,

Can you please check if you are able to connect your account to Jetpack via the My Jetpack page?

{siteURL}wp-admin/admin.php?page=my-jetpack

It seems like there is something blocking Jetpack’s access to your xmlrpc file, as shown here.

We have some troubleshooting steps for that here: https://jetpack.com/support/getting-started-with-jetpack/fixing-jetpack-connection-issues/#check-xmlrpc-php

Hello I can not connect to my Jetpack account on the My Jetpack page.

I have gone throught the xmlrpc help but the issue remains.

Hello @alain-lankers,

Sorry to hear you’re unable to connect via My Jetpack as well.

At this point, I’d like to run some more tests with you on your site to try to figure out what’s happening. Could you contact us via this contact form and mention this thread?

Thanks a lot for your patience as we’re figuring this out!

Hi @alain-lankers –

We have received your email.

I am going to close this thread, as we’ll handle this via email instead.