Troubleshoot Jetpack connection error messages

Posted on November 6, 2013 by stefmattana

Understand error messages that may occur when connecting your site to your WordPress.com account, and find steps to fix them.

An error occurred. Please try again.

If you see this generic error message while trying to connect Jetpack, it usually means there is an issue with XML-RPC on your site. Please refer to this guide to resolve any XML-RPC issues, then try to connect Jetpack again.

Blog Token Validation

If you experience this error, it may be caused by an outdated or invalid security token on your site. To fix it, try deactivating and deleting Jetpack completely, then reinstalling it. This process won’t affect your data: your stats and followers will remain intact, but your settings will be reset, so you’ll need to reconfigure them after reinstalling and reconnecting.

Couldn’t resolve host

Error details: The Jetpack server was unable to communicate with your site [IXR -32300: transport error: http_request_failed Couldn't resolve host 'example.com']

This typically means that you are trying to connect Jetpack too soon after registering a new domain or making changes to your DNS.

In both cases, you must allow between 24 to 72 hours between your changes and when you try to connect Jetpack.

If you are still seeing this error after 72 hours, check your URL on the Site Profiler, and verify that the A RECORDS and NAME SERVERS are properly set to your new DNS. If you’re unsure of what the A RECORDS and NAME SERVERS of the new DNS should be, please contact your web hosting provider.

Communication error

This error means that Jetpack is having general trouble communicating with WordPress.com.

As a first step, check that xmlrpc.php is properly setup by following this guide.

If the XML-RPC connection is fine, then check that your domain loads only over HTTP or HTTPS, but not both. For help with redirecting HTTP traffic to HTTPS, please contact your host. Once it’s redirected, reconnect the site to Jetpack.

Operation timed out, Connection timed out

There are two common error messages that indicate a timeout has happened. Those are:

Error details: The Jetpack server was unable to communicate with your site [IXR -32300: transport error: http_request_failed Operation timed out after 15001 milliseconds with 0 bytes received]

Or:

cURL error 28: Connection timed out after 10000 milliseconds

Those messages indicate that the hosting provider is limiting concurrent PHP connections. To fix this, please contact your web host to:

  • confirm they are not blocking Jetpack from their end
  • ask whether they are limiting incoming and outgoing connections over XML-RPC

Jetpack needs to be able to send and receive network requests at the same time, which means it needs concurrent PHP processes. Most commonly, asking your host to change the PHP_FCGI_CHILDREN setting to 2 will solve this issue. Once the host confirms they have done this, please try re-connecting Jetpack by following this guide.

Unable to Insert Blog

This error means there’s an issue with the way your site’s URL has been stored in our system. This is something we’ll need to fix on our end. Please get in touch with support for help.

Jetpack encountered an error and was unable to display the Dashboard

This error typically occurs when you have PHP errors configured to be output on the front end of the site. These errors can interfere with the Jetpack API and prevent the dashboard from loading.

The solution is to disable the output of PHP errors on the front end. You can follow this guide to accomplish this. If you’re still experiencing this error after disabling the output of PHP errors, please contact support.

Error 403 or 404

If you see a 403 or 404 error when trying to connect Jetpack, please check the xmlrpc connection to your site.

cURL error 60 – SSL: unable to get local issuer certificate

Error details: [http_request_failed] cURL error 60: SSL certificate problem: unable to get local issuer certificate [-10520]

Jetpack is unable to connect because it cannot verify the site’s SSL certificate. Please contact your web host and ask them to configure the site’s server to supply the entire SSL certificate chain. You can use this online tool to check for issues with the certificate chain.

Server error code 500

Error details:string(60) -32301: transport error – HTTP status code was not 200 (500)

This is a server-side error from your web host. You will need to debug the PHP code by checking the PHP error log to see if there are any notices from around the time this error showed up. If you’re unsure on how to debug PHP code, please contact your web hosting provider for assistance.

Error code 409 – XML-RPC is not responding correctly

Sites that proxy traffic through Cloudflare or other CDNs might see an error 409 in the Jetpack Debugger Tool. 

If you are using Cloudflare, please configure it to bypass Cloudflare’s features for xmlrpc.php and WP Admin by following this guide.

Missing_secrets

This error message suggests some kind of caching issue. If you use a caching plugin on your site, try flushing the cache. If that doesn’t help, try to install this small plugin to purge your object cache. Once done, please try re-connecting Jetpack by following the steps here.

Registration Secret Is Empty (Status 500)

There are different scenarios that could cause the error: The registration secret sent by your site is empty. (Status 500).

If you run into that, look for plugin or theme conflicts, and review PHP/debug logs to identify what’s blocking the connection (your host can help with this). In some cases, reducing the database size or increasing server limits resolved the issue – your host can help with that too.

Verify secrets missing

Error details: [verify_secrets_missing] Verification secrets not found

This means that the request may have timed out or couldn’t complete the initial handshake. Please try re-connecting Jetpack by following these steps.

Jetpack experienced an issue trying to save options (cannot_save_secrets)

This usually means that the options table in your WordPress database is not writable. If you’re not sure how to check that, you can contact your hosting provider for assistance in ensuring that the options table is writable.

xml_rpc-32601

This error is possibly a misconfiguration in lighttpd. We do not support lighttpd, but you can check out the suggestions in this forum thread.

Note that in a properly set up site, the /xmlrpc.php URL should display “XML-RPC server accepts POST requests only” when accessed in the browser. The /xmlrpc.php?rsd URL should display some XML data. In a misconfigured site, both URLs will display “XML-RPC server accepts POST requests only.” Learn more on this guide.

xml_rpc-32700

If you run WordPress behind Varnish, you may see this message when trying to connect Jetpack to WordPress.com:

Your Jetpack has a glitch. Something went wrong that’s never supposed to happen. Guess you’re just lucky: xml_rpc-32700. Try connecting again.

Some versions of Varnish have a known bug that prevents Varnish from correctly communicating with the webserver via HTTP/1.0. Until the bug is fixed by Varnish, you can try this workaround, which tells Varnish to use HTTP/1.1 instead. If that doesn’t work, you can try temporarily disabling Varnish, connecting Jetpack, then reenabling Varnish.

I received an error message that is not listed on this page.

You can follow our troubleshooting steps to find out more about the issue on your site.

Comments Off on Troubleshoot Jetpack connection error messages

Jetpack Stats

Posted on November 6, 2013 by shaylynnm

Track your site visits and other valuable insights, so you can drive more traffic to your website.

View your stats

Non-commercial sites can use Jetpack Stats for free. Commercial sites require a paid plan, which comes with priority support and access to advanced features.

Read more about free vs. paid stats.

You can view your stats in different ways using Jetpack:

On your WP Admin dashboard, check out at-a-glance stats on the Site Stats widget.

Get more in-depth stats by following these steps:

  1. Go to your site’s WP Admin.
  2. Navigate to My Jetpack.
  3. Check out your 7-day highlights for a quick summary.
  4. Click on See Detailed stats to see more information.

Access Jetpack Stats dashboards

See the information you want broken down into specific categories:

For information on configuring Jetpack Stats, see this support guide. For issues with Jetpack Stats and general FAQs, see this troubleshooting and FAQs guide.

Note: Jetpack Stats on Jetpack sites does not track or show you Totals, Followers, and Shares on your stats page. It also does not track file downloads for any files hosted on your server, such as PDF links.

Hide the view count for posts in WordPress.com Reader

If you have Jetpack Stats enabled, the Reader feed shows the view count for each post with at least 10 views.

If you do not want view counts to show on your posts in the Reader, you can disable this feature in the Jetpack Stats settings by following these steps:

  1. Go to WP Admin and then Jetpack → Settings in the sidebar. 
  2. Click Traffic.
  3. Scroll down to the Jetpack Stats section and expand it.
  4. Toggle the WordPress.com Reader “Show post views for this site” setting to the off position.

Honor DNT

Do Not Track (DNT) is a feature in web browsers and websites that asks advertisers and other web software providers to not track individuals’ browsing habits. As a site owner, you can force the Jetpack Stats feature to honor any visitors with DNT enabled and not track their activity (i.e., post and page views). For information about how to do this, see our DNT Guide.

Turn off Jetpack Stats

If you would ever like to disable the Jetpack Stats function, please follow these steps:

  1. Go to the Modules page link located in the footer of the Jetpack Settings page (WP Admin → Jetpack → Settings).
  2. Find the Jetpack Stats feature.
  3. Click Deactivate.

Enable Jetpack Stats

To enable Jetpack Stats:

  1. Go to your site’s WP Admin. 
  2. Then, go to Jetpack → Settings. 
  3. Select the Traffic tab.
  4. Click Activate Jetpack Stats, if it is not already active.

You can also use the Stats feature on a multisite network. Read more about how to enable Stats on a WordPress multisite network.

Privacy Information

Jetpack Stats are activated by default. You can deactivate it by following the instructions on how to deactivate Jetpack Stats.

Data Used
Site Owners / Users

This feature requires usage of the following information and data: WordPress.com user ID, WordPress.com-connected blog ID, domain name, site timezone, blog charset, blog admin color preference, Jetpack version, site title and description, and permalink settings.Additionally, for activity tracking (detailed below): IP address, WordPress.com user ID (if logged in), WordPress.com username (if logged in), user agent, visiting URL, referring URL, timestamp of event, browser language, country code.

 Site Visitors

IP address, WordPress.com user ID (if logged in), WordPress.com username (if logged in), user agent, visiting URL, referring URL, timestamp of event, browser language, country code. Please also see Data Visibility and Retention information for this feature.
Activity Tracked
Site Owners / Users

We track when, and by which user, the feature is activated and deactivated. We also track when, and which, configuration settings are modified (and by which user). If the user viewing the stats explicitly requests to view them without JavaScript turned on, we will set a cookie to remember this preference.

We also track stats page views in your dashboard.

Additionally, if the site’s settings are configured to record events for logged-in users of the site, the following events will also be recorded: post and page views, video plays (if videos are hosted by WordPress.com), outbound link clicks, referring URLs and search terms, and country.

You can now honor a visitor’s DNT preference, as well.

 Site Visitors

Post and page views, video plays (if videos are hosted by WordPress.com), outbound link clicks, referring URLs and search engine terms, and country. When this feature is enabled, Jetpack also tracks performance on each page load that includes the JavaScript file we use for Stats. This is exclusively for aggregate performance tracking across Jetpack sites in order to make sure that our plugin and code is not causing performance issues. This includes the tracking of page load times and resource loading duration (image files, JavaScript files, CSS files, etc.).

A site owner can choose to honor your DNT preference.
Data Synced (Read More)
Site Owners / Users

We sync options that identify whether or not the feature is activated and how its available settings are configured.

 Site Visitors

None.

Data Visibility and Retention

Any piece of data explicitly identifying a specific user (IP address, WordPress.com ID, WordPress.com username, etc.) is not visible to the site owner when using this feature. For example, a site owner can see that a specific post has 285 views, but he/she cannot see which specific users/accounts viewed that post.

Stats logs — containing visitor IP addresses and WordPress.com usernames (if available) — are retained by Automattic for 28 days and are used only for the purpose of powering this feature.

Comments Off on Jetpack Stats

  • Enter your email address to receive news and updates from Jetpack

  • Join 100.2K other subscribers

  • Browse by Topic