WooCommerce Updates – Dev Team

Hi @readytogosurvival

We have many clients using this plugin with the latest version of WooCommerce. Your support issue was escalated and we were able to confirm that anyone using Hostgator is required to contact their support team to whitelist rule 1234234. This is a known issue that affects other plugins as well, when sites are hosted on Hostgator.

I’ve now subscribed to this thread, so please let me know if there’s anything else we can do to get you up and running.

Sincerely,
Albert Chen

Thanks @albal0ney,

First, thanks for your reply. Fortunate for me, my escalated issue with AdRoll resulted in a reply on this thread, otherwise I might not have gotten any attention. Regardless, I have followed your instructions and asked HostGator to whitelist rule 1234234. Which for those that do not know, is a apache mod_security rule protecting against malicious URL injections like Remote File Inclusion. HostGator has complied with my request, however, the AdRoll dashboard still does not recognize the snippet code from the plugin. What else do you suggest I do to get this working?

Thank you very much.

—
Here is a recap the issue history so that others can learn from my experience.

In October I reached out to AdRoll support so they could explain the key feature differences between integrating with the WordPress WooCommerce Plugin vs GTM. At first, it was stated that the only difference is the plugin would generate some segments for me automatically. However, there are more feature and services offered by using the plugin. On a later chat with AdRoll support, it was stated that installing the plugin would also result in product feeds and free dynamic creatives which otherwise would require a min spend of $500 and 10,000 monthly unique visitors. That is when I created this ticket so I could get some reassurances from the development team regarding the lack of updates in comparison to the WooCommerce core updates.

We finally decided to implement using the plugin even though I had my reservations and no response on this thread. I had to contact AdRoll support again because the plugin which I had installed and activated was not registering the snippet and the AdRoll platform was unable to read it. Installing the snippet manually or through GTM would’ve been so easy – but I wanted access to the extra features.

We are actively investigating this issue, we’ll follow up here as soon as we can.

Hi @readytogosurvival

Can you please share which version of WordPress you are running?

You can find this on your WP dashboard. The current version is 4.5.4

• This reply was modified 7 years, 11 months ago by albal0ney.

Hey @albal0ney,

Thanks for your reply. What do you mean the current version is 4.5.4?

My WordPress is on version 4.6.1 and the AdRoll for WooCommerce Stores plugin is on version 1.0.2.

I know you guys are working to get this resolved but we’ve been waiting for more than a month to launch our campaigns. Please let me know how I can help resolve this.

Best.

Hi @readytogosurvival,

We don’t believe the WP version is a factor, since we just reproduced the issue using our own Hostgator WordPress, saw the 403 bug, asked for the whitelist, and then were able to connect the Adroll plugin.

Based on our steps to reproduce, it seems as though the Hostgator account type and/or cPanel settings may be causing this issue.

Can you please help us pull the Apache error logs?
https://support.hostgator.com/articles/specialized-help/technical/apache-htaccess/can-i-access-my-apache-log-files

They should be accessible in your cPanel. Once you get the logs, please email them to us via the ZenDesk support ticket that you had opened. If you run into an issue and Hostgator is not able to help you pull Apache error logs, we can try to troubleshoot further if you can send us your Hostgator PIN via the ZenDesk support ticket as well.

Hey @albal0ney,

Thanks for the direction. I am able to view the logs and I still see the 403 error code referencing the same whitelist rule above. I have emailed the logs to the latest email thread I have open with AdRoll support. Please confirm that you’ve received the logs.

I have also asked HostGator to confirm the whitelist changes and restart the service. Hopefully this will resolve the issue.

Thank you.

Hi @readytogosurvival,

Looks like Hostgator actually didn’t whitelist the rule the first time, and after your 2nd request, the 403 error appears no more. I checked on your account on the /onboarding page and I was able to access the woocommerce login screen to integrate the Adroll plug-in. Please let us know if you have any issues, we’re excited for you to launch your campaigns finally!

Thanks @albal0ney,

My AdRoll Dashboard Campaigns are still requesting ‘Connect with WooCommerce’ and ‘Install WordPress Plugin’. Clicking install simply forces me to re-authenticate and then takes me to my WordPress Admin Dashboard – that’s it. I should reiterate that I manually installed the plugin previous to this discussion. Also, Clicking on connect doesn’t work- the page doesn’t automatically load and the URL provided doesn’t work.

In addition, the AdRoll Dashboard Ads page still indicates “Account Inactive. You need to set up your AdRoll Pixel in order to activate your account.”

Please advise.

• This reply was modified 7 years, 11 months ago by readytogosurvival.

Clicking on connect doesn’t work.

What happens when you click “Connect with WooCommerce”

Can you please try to uninstall the plugin on WP, and then starting over with “Connect with WooCommerce”? Then “Install WordPress Plugin” after?

• This reply was modified 7 years, 11 months ago by albal0ney.

@albal0ney,

Clicking on ‘Connect with WooCommerce’ takes me to a “Redirecting…” page with a URL. This page sits there and does nothing. Upon clicking the link on this page, again, nothing happens, I remain on that “Redirecting…” page.

I will attempt to uninstall/delete the plugin and follow the steps outlined.

Thanks.

@albal0ney – I found a work-around but there is still an issue.

I have uninstalled and deleted the plugin. I have cleared my site cache and my browser cache. I reload the AdRoll dashboard and clicked on ‘Connect with WooCommerce’ – same results as above. The page does not automatically load and the link is not clickable. I had to select, copy and paste the link in a new browser window. This worked! The AdRoll dashboard now reflects my WooCommerce and AdRoll are connected.

However, installing the plugin via AdRoll, does not work. I am directed to my WordPress dasboard after being forced to re-authenticate. The “Show me how” link on the AdRoll dashboard says I should be redirected to my plugin page to activate the plugin – this did not happen.

Do you recommend I go ahead and install the plugin manually?

Thanks.

• This reply was modified 7 years, 11 months ago by readytogosurvival.

Yes, please try to install the plugin manually now. We do see that your woocommerce store is now connected.

@albal0ney,

I manually installed and activated the plugin via WP. My AdRoll dashboard now reflects AdRoll is talking to my store.

However, the Ads page still shows an alert. “Account Inactive. You need to set up your AdRoll Pixel in order to activate your account.”

What do you see on your end?

Thank you.

Great, I do see your plugin is now setup. I just went to your site to a product page and verified that the pixel is firing. When I try to set up a campaign, looks like audiences have been automatically generated as well.

This pixel may just take a few hours to register, I believe all of the steps you need are done and you can launch a campaign. I’ll check back to your dashboard in a few hours, if the warning doesn’t go away, we’ll look further.