Issue with step 1 – Authentication

  • Resolved Ioannis A.

    (@misprint)


    1 year ago

    Hello,

    I would like to kindly ask for your assistance. I have an issue with logging in to WordPress during the initial setup of the plugin. I try to login with my WordPress credentials and I receive an unspecified authentication error(no error code). I have tried with several accounts/emails and it always ends up with an authentication error.

    I have contacted Google Ads support with the issue and they recommended adding those emails as admins to the Google Ads as well. I did but the error persists. They are not very willing to assist with this matter.

    I am unsure what exactly is the issue here. You can find a screencast of the issue here: https://drive.google.com/file/d/1jNPDlJ7yIoVKA2dlasNKzDY_NS3ws9QU/view?usp=drive_link

    I have administration right on the website.

    I would like to thank you in advance for your time and assistance. Please let me know what other information would be necessary to assist with resolving the issue.

    The page I need help with: [log in to see the link]

Viewing 10 replies - 1 through 10 (of 10 total)
  • anastas10s

    (@anastas10s)

    ?? kalimera @misprint

    Thanks for reaching out about this. Let’s troubleshoot it together!

    To clarify, did you already have a chance to try with a different browser, and see how it goes, or otherwise?

    Linking to a helpful resource here, for your convenience.

    We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.

    • This reply was modified 1 year ago by anastas10s. Reason: added documentation link
    Thread Starter Ioannis A.

    (@misprint)

    Kalimera @anastas10s !

    Thank you for the quick reply and for linking the resources.

    I have already tried from Firefox (my main browser), Chrome, and Edge, including their private/ingognito modes. The error is persistent.

    I have cleared cache, cookies, history several times. I have had this issue more than a month, and I have tried at different times (thinking that some server/website might be down and could be fixed later).

    Hey, @misprint!

    Thanks for sharing the information.

    I checked the video you shared and this seems to be related to the user permission.

    You mentioned you have administration rights. Do you mind sharing which user role you have on your account?

    Are there other users on the site?

    Are you using any plugins that affect user roles?

    Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter Ioannis A.

    (@misprint)

    Hi @carolm29
    Thank you for your reply. Here are the information you requested. I hope they can shed some light to the situation.

    In Users, the status of my account displays “Administrator”

    There are other users, a couple administrators, and a shop manager, as well as customers. I do not know if there are any specific plugins that affect user roles.

    ` WordPress Environment

WordPress address (URL): https://misprint.pl
Site address (URL): https://misprint.pl
WC Version: 8.3.1
REST API Version: ? 8.3.1
WC Blocks Version: ? 11.4.9
Action Scheduler Version: ? 3.6.4
Log Directory Writable: ?
WP Version: 6.4.3
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: ?
WP Cron: ?
Language: en_US
External object cache: – Server Environment

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PHP Post Max Size: 80 MB
PHP Time Limit: 90
PHP Max Input Vars: 5000
cURL Version: 7.81.0
OpenSSL/3.0.2

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konte/woocommerce/single-product-reviews.php WooCommerce PayPal Payments

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Options: ?
Notes: 152
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Complete: 1,089
Oldest: 2024-02-17 19:25:55 +0000
Newest: 2024-03-19 17:30:57 +0000

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Oldest: 2023-04-04 07:31:51 +0000
Newest: 2023-07-29 08:16:13 +0000

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Oldest: 2024-03-19 18:19:06 +0000
Newest: 2024-03-25 15:13:46 +0000 Status report information

Generated at: 2024-03-19 18:35:20 +01:00
`

    From STATUS>LOGS: I found several logs (6) from Google Listings & Ads, dated at the times (I assume) that I tried setting up. They all look like that with exception of one (pasted after), but have different ID numbers, as well as different amounts of them.

    2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3502). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3503). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3504). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3505). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3506). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3507). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3508). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3544). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3545). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3546). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3547). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3548). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3549). 2024-03-18T12:13:51+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3550). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3502). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3503). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3504). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3505). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3506). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3507). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3508). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3544). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3545). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3546). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3547). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3548). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3549). 2024-03-18T12:19:47+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Product\ProductHelper::is_sync_ready Cannot sync an orphaned variation (ID: 3550).

    The different one:

    2024-02-23T04:25:24+00:00 DEBUG Automattic\WooCommerce\GoogleListingsAndAds\Coupon\CouponHelper::get_channel_visibility Channel visibility forced to “dont-sync-and-show” for visibility unknown (Post ID: 6053).

    Hi @misprint!

    Thank you for providing more information, the system status report and the error logs.

    dated at the times (I assume) that I tried setting up

    This makes me curious: have you successfully connected already your site to Google Listings & Ads before?

    In that case, please try going [example.com]/wp-admin/admin.php?page=connection-test-admin-page, replace example.com with your site’s URL, and try disconnecting the Google Accounts. Then, try again the setup process and check if the issue persists.

    If the issue persists after that, please try performing a conflict test by temporarily switching your theme back to Storefront, deactivating all plugins except WooCommerce and Google Listings & Ads, then try to connect again and check if the issue persists.

    You can find a more detailed explanation of how to do a conflict test here: https://woo.com/document/how-to-test-for-conflicts/.

    Let us know how that goes for you!

    Thread Starter Ioannis A.

    (@misprint)

    Hello @judagutor !

    Thanks for the suggestion. As far as I know, the Google Listings & Ads has not been previously connected. The web developer added the plugin after i requested it, and it was left for me to add the credentials. I never managed due to the error.

    I went to the admin test page and tried to “GET STATUS” on the Google Account. I get this response:

    GET https://api-vipgo.woocommerce.com/google/connection/google-mc
array (
  'headers' => 
  array (
    'Authorization' => 'X_JP_Auth token="NuvcoDphL@J^wcSFwiA$4#Pw2&v@!)oB:1:0" timestamp="1710919368" nonce="CFzq3tplwk" signature="fDzsXZm655k1bAteJBRGckZI/Mw="',
  ),
  'method' => 'GET',
)
{"statusCode":401,"error":"Unauthorized","message":"Invalid credentials","attributes":{"error":"Invalid credentials"}}

    After I tried disconnecting the Google Account I get the following:

    Response: Please reconnect your Jetpack account.

    In the Jetpack section, it displays the message “Connected with another user account”. Should I try to disconnect Jetpack and then try to reconnect the Google Account?

    • This reply was modified 1 year ago by Ioannis A..
    anastas10s

    (@anastas10s)

    ?? kalimera @misprint

    In the Jetpack section, it displays the message “Connected with another user account”. Should I try to disconnect Jetpack and then try to reconnect the Google Account?

    It sounds like there is an existing Jetpack connection at the site. The connection’s account should be the same as the WordPress.com account used for connecting Google Listings & Ads.

    Kindly take a look at the related documentation, linked here, for more details.

    I hope this is helpful! Please let us know how it goes, and if you have any further questions or concerns.
    We will be happy to help you further.

    Thread Starter Ioannis A.

    (@misprint)

    Kalimera @anastas10s

    Thank you for the reply. I have tried disconnecting the Jetpack connection but it is not possible, at least from my end. I get the following message:

    Cannot disconnect Jetpack connection as there are other plugins using it: google-listings-and-ads, woocommerce
    Please disconnect the connection using My Jetpack.

    Google Listings & Ads is not currently connected – it is not operational on the site and the setup has not been completed, so I am unsure why it is displayed as an active connection. I am unsure what part of woocommerce is connected (something specific or in its entirety), and I am not sure how to check which other admin is connected, or force a disconnect (and if forcing disconnect would be wise, since woocommerce depends on this connection for something).

    Jetpack (My Jetpack?) is not installed as a plugin on the website.

    I look forward to your suggestions.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello Ioannis A.

    Thank you for your reply.

    I have tried disconnecting the Jetpack connection but it is not possible, at least from my end.

    Please clarify how you are trying to disconnect Jetpack since you do not have Jetpack installed. A screenshot will be helpful.

    Could install the Jetpack plugin and then go to Jetpack → My Jetpack and try to disconnect from there?

    Another way to check which sites are connected to your Jetpack account is by going to this link: https://cloud.jetpack.com/landing

    Let me know how you are disconnecting Jetpack and then try the above suggestions. I will be waiting for your reply. ??

    Best regards.

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

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