Need to reconnect once a week

  • Resolved Kasia

    (@kasia_codeword)


    3 years, 1 month ago

    Once a week, I’m getting notified of a connection problem with the plugin via e-mail notification. When I log in, I see this message:

    Could not decrypt access token. Please reconnect this account.

    If I look at the access token on my Instagram account, it says it is active and not expired. Why does this keep happening? It’s a hassle to need to reconnect the account all the time.

Viewing 5 replies - 1 through 5 (of 5 total)

  • Same here – sometimes also daily. So since about 10 days…

    Plugin Support Smash Balloon Manuel

    (@mescobar)

    Hi @kasia_codeword and @floumei,
    ?
    ?Thank you for reaching out to us for assistance. This issue is being caused by the encryption that is required by Instagram/Facebook in regards to access tokens. This encryption relies on the Salt hashes in the wp-config.php file. Can you add and define the following to the wp-config.php file for the site:

    SBI_ENCRYPTION_KEY
    SBI_ENCRYPTION_SALT

    You would use the same format as the logged_in_salt and logged_in_key in that file (example). The important part is to make sure the values for the two SBI items above matches on both the local and production site if you use separate ones. Once they are set, do not change them. You may need to reconnect the Instagram account(s) to the plugin after this change but moving forward this should hopefully resolve the issue you are having.

    If you need further assistance please send us a support request using the form on our website here.

    Best regards,

    Thread Starter Kasia

    (@kasia_codeword)

    Thank you very much for this. I am using the Sucuri plugin to automatically update all of the default WordPress Salt hashes once a week as a security measure. I’m betting my problems with disconnection coincided with that. Hopefully adding these additional salts that aren’t being targeted by Sucuri will resolve the issue. I’ll update again if this doesn’t resolve the issue long-term.

    Thanks for the great support. I added the salt keys and so far it’s working. Otherwise, I’ll be happy to create a ticket if problems arise again.

    Plugin Support Smash Balloon Joel

    (@joelsmashballoon)

    Hey all,

    Looks like the issue was likely related to the salt and tokens here so I will mark the thread as resolved. As mentioned above, if anyone does run into further issues you are welcome to start a new thread or contact us via our support form.

    Many thanks.

Viewing 5 replies - 1 through 5 (of 5 total)
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