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Renee deVilliers
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November 21, 2016 at 8:31 pm
Hi,
I am getting a message that reads: A new version of Event Espresso is available. View What’s New with version 3.1.37.10.P. A valid Support License Key is needed to enable automatic upgrades. The key you have entered is invalid or has expired. Please log in to your Event Espresso account to manage your Support License Keys or purchase a support license right now.
I checked the account and it says that our licence doesn’t renew until: 2017-02-12
And it says that we have a valid license key and it shows our website as the site it is being used on.
We recently implemented an SSL. and the url is now https:// instead of plain http:// would that make a difference?
In the back end of our EE general settings, the green check mark is showing beside the license key we have entered. But still no auto-update capabilities.
Can you please help?
Thanks!
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Josh
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November 21, 2016 at 9:14 pm
Changing the site to https does make a difference. I’ve reset your key so you may need to re-save the EE General Settings page and after that you should be able to run the 1-click update.
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Renee deVilliers
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November 23, 2016 at 2:54 pm
We still get the message and it is not providing upgrades.
An automatic update for Event Espresso is available but your Support License Key is invalid. Either you have entered the wrong key on the Event Espresso General Settings page (EE3+ users) or Your Organization Settings page (EE4+ users) OR you no longer have access to the updates for this plugin. Please log in to your Event Espresso account to manage your Support License Keys or purchase a support license right now.
I would like to upgrade the easy way if possible, can you help.
Thanks
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Darren Ethier
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November 24, 2016 at 8:03 am
Hi Renee,
I’m the developer on the team primarily responsible for the code that handles our support license key authorization process. I’m sure this is frustrating for you and want you to know that we are working on figuring out what’s going on here.
One tool I have at my disposal is examining all the requests that come into our authorization server and I’m able to examine the values in the request.
In a normal key authorization request that comes from the plugin update part on client servers (that would be the server where you have Event Espresso installed), the license key would be the value for the parameter pu_plugin_api (what we use internally to reference the key). I see a number of requests made on November 22 which have the correct expected value for your support license key on your account and this would have resulted in what you see as a green checkmark in your settings on your website.
However all subsequent requests that have happened since then have this string for the value: cleanup_147994xxxx (I’ve substituted x for the last four digits in case this is sensitive info). As you can see, that is not the same as your support license key.
It’s very puzzling and suggests that either, the wrong string is in your license key field on your site, OR there is a theme or other plugin on your site that is injecting its own value in that outgoing request.
Is that string familiar to you at all? Does it match something you’ve used as a license key for another product?
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This reply was modified 7 years, 5 months ago by
 Darren Ethier. Reason: grammar fix
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Renee deVilliers
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December 5, 2016 at 11:14 am
That string is NOT familiar to m, and it does not match anything that we can think of.
We have not added any new plugins since we first used the license key which worked fine for a long time.
We are using a Bot plugin. “Blackhole for Bad Bots” to stop unwanted bots on our site. But we’ve used that for a long time now.
The support license key in our settings has a green check mark beside it, and does not have the string value you say “cleanup_147994xxxx” at all in it, it is correct from your site.
I had given other EE Support access to the word press admin on the site, perhaps, it is still on file and you can access and see what’s happening.
Thanks
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Josh
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December 5, 2016 at 1:09 pm
The string value “cleanup_147994xxxx” is actually coming from your site and in order to fix this it’d be really helpful to know where it’s coming from. Can you contact your host to see if they have anything running server side that would that sanitizes outgoing GET requests?
In the meantime, we can try generating a new, plain text string, key for your account. If the host (or another plugin) is sanitizing the outgoing GET requests, then the plain string key might help.
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