Site Health Status, jetpack_sync_cron, failed to run.

Hi –

I’m actually seeing a different error when I check the site in our debugging tool. I see:

We were unable to access the homepage of your Jetpack-powered site. The wrong HTTP code was returned

Let’s try this. Deactivate all the plugins on your site. Delete Jetpack, reinstall it (leaving those other plugins turned off). Then write back to me here and I’ll check the site again. Or you could do it yourself through https://jetpack.com/suport/debug/

Hi lizkarkosi,

I have deactivated all the plugins, deleted and reinstalled Jetpack, and ran the debugger.

I now receive:

We were unable to make an XML-RPC request to your website. Please make sure that XML-RPC is turned on and that Jetpack is installed, activated and connected with your WordPress.com account.

If you continue to get this error, please check out our troubleshooting guide or contact support.

Now I have been in touch with my host as I understand the XMLRPC file needs to be accessible for Jetpack to communicate properly. This is what they say:

I've been looking into this for you, and there doesn't appear to be any specific connection issues with the XMLRPC file from our side.

Would you be able to speak to Jetpack and speak to them regarding the issue you're having, and see if they can advise what is occurring?

I can’t leave the plugins deactivated for long as the website will not function, I hope you can help.

Thanks!

• This reply was modified 4 years, 10 months ago by fabspiderkris.

If I try to view your site’s XML-RPC file at https://gilliantravis.co.uk/xmlrpc.php I get a “403 Forbidden” error.

When we try to connect to your site via XML-RPC we’re also getting the error 32301: transport error – HTTP status code was not 200 (500), which you can see at https://jetpack.com/support/getting-started-with-jetpack/what-do-these-error-messages-mean/#string60-32301-transport-error-%C3%A2%C2%80%C2%93-http-status-code-was-not-200-500 is a server-side error coming from your host.

So based on what we’re seeing, the error is on their end. I hate having to do this, but I’ll have to send you back to their support for this one.

It should be okay to reactivate your other plugins, though. The only plugin that could block XML-RPC in this way would be a security plugin, and the fact that we see that error even with all plugins on your site disabled rules that out.

Hi KokkieH,

Thanks for the reply! I have reopened my support ticket with my host. I will update you with their response.

Hi,

Here is the update from my host:

“We actually don’t block Jetpack, and the XMLRPC.php file. In reference to the xmlrpc file, connections can be freely made via a post request. This should be all that is needed for them to connect to the site, as this is set a platform level and we have many people who use Jetpack with our hosting infrastructure without any issues.

Can you try removing and reinstalling Jetpack, and then set it up again? This should hopefully refresh the issue and allow a connection to be made.

Jetpack as a user-agent, is actually whitelisted so any IP whitelists which need to be done, aren’t needed as we simply operate the whitelist from the “Jetpack” name.

I hope this helps.”

—

Any ideas? I am getting constant disconnects and XMLRPC errors.

Thanks again!

• This reply was modified 4 years, 10 months ago by fabspiderkris.

Any ideas? I am getting constant disconnects and XMLRPC errors.

Are these continuing after you disconnected, removed, and reinstalled the Jetpack plugin as the host advised?

Hi,

Thanks for the support reply and the support!

Yes, I have disconnected, removed, and completely reinstalled Jetpack on this website.

I still get various errors, here are a few:

1. When going in to edit an existing post, I receive “Invalid Post Address. This post cannot be found. Check the web address or start a new post”. It can take 2 or 3 attempts to edit an existing post before it works as usual.
2. Often I am often getting the red exclamation mark next to my blog name, with the message “This site cannot be accessed.”
3. I also use the iOS app and receive the “Failed to insert media” when uploading images

I have also just done another debug test and received the following:

Could not fetch your site data
We were unable to fetch the data from your Jetpack-powered site, the communication channel seems to be broken.

If you continue to get this error, please check out our troubleshooting guide or contact support.

> have also just done another debug test and received the following:

We’re receiving a similar error on our end:

500 Internal Server Error

The server encountered an internal error or
misconfiguration and was unable to complete
your request.

Please ask your host to check the server logs for your site at Thu, 30 Jan 2020 08:22:38 GMT (that’s when we made the request that gave me that error), to see if there’s any more information about why this request failed.

The invalid post address error, the red exclamation mark, and the mobile app issues are all related here, as they all rely on Jetpack’s connection to your site’s server to work.

Hi KokkieH,

Thanks for helping with this so far!

I forwarded your message to my host, and they replied with the following:

I've again, tested the logs and I'm
unable to see anything in our Haproxys
or our CDN node logs.
Would jetpack be able to advise what test
they attempted to check?

We're certainly not blocking Jetpack, as it's
a popular plugin which a lot of our customers use.
The only requests we do block are HTTP requests, which
shouldn't be needed to connect as it's a security flaw
to allow so, and as mentioned above, this doesn't affect
our other customers who use Jetpack.

A POST to xmlrpc should work, and that's all that Jetpack
has needed in the past, and is still working for our other
customers.

I'd need further details on the test they completed so I can see
what exactly is occurring. 

Please do let me know if I can help in the meantime.

Is it possible for you to expand further on the test you completed so that my host can further investigate this error?

Thanks again!

Sure thing. Can you see the test details on https://jetpack.com/support/debug/?url=https://gilliantravis.co.uk/ ?

Please open a support ticket at https://jetpack.com/contact-support/?rel=support, and include a link to this thread

In the ticket, please send us server error logs (which reflect the time when you were trying to make a connection to Jetpack).

Also send us what’s in your .htaccess file as the main issue we see on our end is “server misconfiguration”.

Lastly, one person with this same issue was able to solve it by adding the following two lines to their .htaccess file:

RLimitMEM max max;
RLimitNPROC max max;

Can you try adding those to your .htaccess file and seeing if they help at all?

Hi,

Adding those two lines of code to my .htaccess file seems to have solved the invalid URL and red exclamation mark errors, also when running the debugger a few times I have received no communication errors.

I have also tested the app, and it seems to have fixed the image upload errors and tap to retry popups, etc.

When removing the lines of code, I receive the errors again. I have tested with and without the code a few times, and it definitely seems to have worked.

I will keep an eye on it though, and if need be I will open a support ticket as suggested, and forward the error logs and the htaccess along with this thread.

But for now, I think that’s it! Great support, thank you.

Excellent! Thanks for letting me know.

If this crops up again, please do let us know right away.

Hi again,

Just a quick question, are you able to offer support on the WordPress app?

I am running into some strange issues on the app. Everything is running fine on the browser and desktop versions of WordPress.com after your 2 lines of code in the .htaccess, so thanks for that.

Now when trying to save written posts as drafts, or publish posts, via the WordPress app, I get “We couldn’t complete this action, but we’ll try again later” and “1 file not uploaded, there was an error uploading this post”. It’s strange because this only seems to affect larger posts than shorter ones.

On checking the app’s application log I see the following error:

Error message: The Jetpack site is inaccessible
or returned an error: transport error - HTTP status
code was not 200 (403) [-32300], Error Type: GENERIC_ERROR

Just wondering if you have anything to help with this error? Or am I best off making a ticket? Is their separate support for the app version?

Thanks

The mobile apps use XML-RPC to communicate with your site, same as Jetpack, so it could be related to the issues you’ve been having reconnecting.

But this could be a lingering symptom of the issue you’ve already fixed. If you’re using Android, go to Settings ->Apps and delete local data for the WordPress app (this will delete any local changes and drafts not synced to our servers yet, so make sure to back those up if needed), and then try completely shutting down and restarting your device.

If the error persists, please open a ticket using the in-app help link (tap on the W icon, tap the profile icon top-right, and open the Help & Support menu. That will open a ticket directly with the mobile app support team, and also provide them with the app logs and some info on your device that will help them investigate this. Do mention this forum thread when you do that, though, so they’re aware of the issue we worked on here.