Users cannot comment while logged in

  • Resolved tlhInganHom

    (@tlhinganhom)


    4 years, 9 months ago

    Starting with Jetpack 8.3, users who are logged in to my WordPress site cannot leave comments. They receive the following error:

    “ERROR: please fill the required fields (name, email).”

    If I disable Jetpack, the problem does not happen.

    Users who are not logged in can comment using their name and email, or their facebook/twitter account, without a problem. This issue only affects logged-in users.

    If it’s helpful at all, I have tried disabling the following plugins, but leaving Jetpack active, which did not resolve the issue:

    • LiteSpeed Cache
    • iThemes Security
    • Jetpack reCaptcha
    • Site Kit by Google (which was breaking Jetpack in a different way anyway.)

    Additionally if it is helpful, I am running WordPress 5.4.1 and using Cloudflare.

    I am happy to do further troubleshooting if requested. I would like to continue using Jetpack comments if possible, but I am sort of at a point where this seems like an error I can’t resolve myself.

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

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Support lizkarkoski

    (@lizkarkoski)

    Howdy –

    I see that your site currently has Jetpack 8.5 installed. To clarify, you’re saying that this problem started with 8.3 and has continued to present?

    This may be a plugin or theme conflict. Please attempt to disable all plugins, and switch to the default Twenty Twenty theme. If the problem goes away, enable them one by one to identify the source of the problem.
    If you can install plugins, install Health Check. On the troubleshooting tab, you can click the button to disable all plugins and change the theme for you, while you’re still logged in, without affecting normal visitors to your site.

    Thread Starter tlhInganHom

    (@tlhinganhom)

    Hi @lizkarkoski.

    Yes, that is exactly what I am saying.

    If I disable Jetpack, and the comment section defaults to my theme handling it, the issue does not happen. Logged-in users can comment just fine. If I have Jetpack comments enabled, the issue happens, and logged-in users receive the error message.

    So disabling all plugins is not going to tell me anything useful in this instance. I already know commenting works when I have Jetpack disabled. Is there some more precise troubleshooting you would like me to try?

    • This reply was modified 4 years, 9 months ago by tlhInganHom.
    Plugin Support fresatomica

    (@fresatomica)

    Hi,

    disabling all other plugins and using the default theme can confirm that the issue is not caused by Jetpack conflicting with another plugin or theme on your site.

    I think your issue is the same as the one described here:

    https://github.com/Automattic/jetpack/issues/15696

    I would encourage you to try the troubleshooting steps described by @jeherve and comment there with your findings ??

    Thread Starter tlhInganHom

    (@tlhinganhom)

    Hi @fresatomica,

    I enabled troubleshooting mode.

    With the theme set to 2020 and all plugins disabled, I am able to comment while logged in.

    With the theme set to 2020 and all plugins disabled except jetpack, when I attempt to comment while logged in, I receive the error:

    Error: Please fill the required fields (name, email).

    Thread Starter tlhInganHom

    (@tlhinganhom)

    Following some of the troubleshooting on @jeherve’s post, I disabled all my firewall rules and tools on cloudflare and tested again in troubleshooting mode with the only plugin active being jetpack.

    It did not resolve the issue.

    I also disabled Modsecurity and Immunify360, server-side and tested again in troubleshooting mode with the only plugin active being jetpack.

    It did not resolve the issue.

    I am kind of at a loss. ??

    Plugin Support Fotis

    (@fstat)

    Hi there,

    If no other plugin is causing this conflict it must be something on your server or most probable on the configuration of Cloudflare. Can you please reach out to Cloudflare support and ask them if they’re blocking Jetpack comments?

    Thread Starter tlhInganHom

    (@tlhinganhom)

    Hi @fstat,

    Is there a specific script or something I should ask them about? Somehow, I don’t think asking them “Are you blocking Jetpack comments” is going to get us the information we need here.

    But if there is a specific cookie or script that handles passing this information that I could ask about, that will probably help.

    As I said, though, I did turn off the CloudFlare security already without any results. I also enabled development mode to bypass Cloudflare’s cache and optimizations and that still did not resolve the issue. ??

    I have also chimed in on the thread on github like @fresatomica suggested, but have not heard anything back yet. https://github.com/Automattic/jetpack/issues/15696

    • This reply was modified 4 years, 9 months ago by tlhInganHom.
    Plugin Contributor James Huff

    (@macmanx)

    If you turned off Cloudflare without any results, then it’s not Cloudflare.

    In that case, it may be something server-based, like mod_security. You can ask your hosting provider to disable that to see if there’s any change.

    Thread Starter tlhInganHom

    (@tlhinganhom)

    Hi @macmanx,

    Yeah, per the troubleshooting recommend on the GitHub thread linked above, I already tried disabling both ModSecurity and Immunify360 on the server, with no results.

    I am so at a loss for what to try next ??

    Plugin Contributor James Huff

    (@macmanx)

    Whoops, I don’t know why I glanced past that, sorry!

    In this case I do recommend sticking with our developer at https://github.com/Automattic/jetpack/issues/15696 as he seems to be on more of a right track. ??

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