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App Error – Unable to load data

Posted: October 29, 2020 at 2:25 pm


October 29, 2020 at 2:25 pm

I’m unable to connect my app to the website. I have checked the troubleshooting tips and have followed the many troubleshooting threads in the forums.

The thread I found most enlightening is this one:
Using Postman, I receive data from /wp-json/ee/v4.8.36/events with and without authentication and with and without https. That is confirmed by viewing the Rest API Log Entries plugin, which shows the response as well as who was authenticated.

Yet when I try the app, it consistently says “Connection error. Unable to load data.”.

Anything else I can try? I thought my .htaccess might be the problem, but if authentication works in Postman, then perhaps not.


  • Support Staff

October 29, 2020 at 3:32 pm

Hi Patrick,

Which version of the app are you using, iOS or Android?

Can you send me temp login details so I can test logging in and capture the request to see if anything stands out?

If so you can use this form:


October 29, 2020 at 5:00 pm

I am using Android on an older phone. Galaxy S3 running Android 4.4.2.
Login info sent.
Also, during testing I did deactivate all other plugins and themes with no success.
Thanks for your help!


  • Support Staff

October 29, 2020 at 5:04 pm


Can you recheck those credentials please, they don’t seem valid.

I can’t log in via the app or the site itself.


  • Support Staff

October 30, 2020 at 10:54 am

(You haven’t posted any links to your site here so I won’t include the actual domain unless you do or give permission to do so)

Ok, so I’m guessing in the website URL section you are putting in

Try with, that works for me.

The reason the other doesn’t is apparently resolves to an empty server. Its a valid request and return response code 200 (which the app checks for) but its not your WP site. redirects to your https version and all is well.

A quick explanation, the value set in the website URL is used for a header request to see if the site has an SSL cert install and also to find the REST API endpoint (as its filtered meaning you can change it). With that request is valid but goes to the wrong server with your domain, so then the app gets a valid response but nothing after that is valid for the app and you get a connection error.


November 21, 2020 at 5:18 pm


Here’s some more info about that thread I thought would be helpful. Please add it there if you think the same. I consider the topic resolved and give my thanks to Tony for his help!

I am still unable to log into the site using the EE App on a Samgsung Galaxy S3 running Android 4.4.2. An ancient phone, to be sure.
Instead of buying another phone (or aggravating the other employees of our org), I installed BlueStacks (an Android emulator) on my Windows 10 PC, installed the EE4 app, and was able to connect to the site.
I would expect newer phones and tablets to not have the issue my old S3 has.


  • Support Staff

November 23, 2020 at 5:43 am

Just to note, threads automatically close after 2 weeks of no activity. I’ve re-opened your original and merged this into it.

Thanks for the updated, I’m not sure why your S3 wont connect though, I use Android 6.0.1 on a Nexus 7 when testing the app due to the fact that as of Nougat (7.0.0+) Android no longer allows custom CA certs to be installed on the device. Meaning I can’t then capture the traffic between the device and sever to see what is happening (you can if rooted/custom rom but slim pickings for a N7 these days) etc

Have you retested with the S3 recently? The reason I ask is the issue mentioned in the thread is no longer an issue on your domain so it may just work.


November 23, 2020 at 5:09 pm

Phone still will not connect. When I get some time, I’ll try your suggestion to diagnose what my phone is sending (or not sending). Regardless, it’s unlikely many of your customers will experience this same issue, so don’t trouble yourself with it any further. Thanks again for your help!

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