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Problem with checkin app "Connection error. Unable to load data only" only on 4G

Posted: March 22, 2022 at 11:12 am

Sfeera Srl

March 22, 2022 at 11:12 am

I am contacting you about an issue we are having lately with the checkin android app after the last plugin update. Basically if the device has a 4g / LTE connection it gives the error “Connection error. Unable to load data” if you try to manually check the list while if you try to scan a ticket this is invalid.
Everything is resolved when the device is connected to a wifi, not a hot spot from other mobile only normal wifi.
Can you give me some advice to solve? Maybe some new settings are missing to be updated in the express or wordpress event?


  • Support Staff

March 23, 2022 at 7:36 am

Hi there,

With regards to Event Espresso itself, there should be no difference at all when you connect via Wifi or cellular connection and there are no settings you can change within EE for those.

I did notice you are using Sucuri on the site and it could be a case of Securi blocking the connections via, which would fit with the Connection error you are getting.

What I would do here, is install the REST API Log plugin:

Go to Settings -> REST API Log and make sure logging is enabled.

Then use the app via cellular connection and try to check a registrant in so you get the error. Then check the REST API log and see if it shows any errors for that request. I’m guessing now as it appears the request isn’t even making it to the site, which would point to an issue with connecting to the server, possibly Securi blocking it.

Sfeera Srl

April 4, 2022 at 11:32 am

thank you very much for the quick reply and I apologize for my slow confirmation. I checked with sucuri and it seems that the firewall blocked calls 4g or wifi obviously did not create problems but only determined if the device was in the white list. Thanks again for the support.


  • Support Staff

April 5, 2022 at 5:54 am

Hi there,

So just to confirm, Securi was blocking the connection over 4g but not on Wifi?

So I assume they’ve added an exception to your site and its working as expected now?

Sfeera Srl

April 22, 2022 at 9:23 am

For the sake of completeness, I add a report that may be useful for the development of your ios and android apps.
The problems were 2:
1 – The Sucuri firewall blocked access to the wordpress admin according to an ip white list. By simply exiting the company wifi, the IP changed and the device was no longer in the white list to access the services correctly
2 – the attack prevention firewall blocked access to the link /wp-json/ee/v4.8.36/registrations/XXXX/toggle_checkin_for_datetime/XX for calling the checkin status therefore it did not check in.

To solve the first problem, the access control for the checkin time has been disabled.
To solve the second problem, the url / toggle_checkin_for_datetime was added as an “allow url PATHS” exception

The two problems together gave the following different response on
we logged in correctly we saw the list of events but if you tried to enter the guest list of the event it would bring you back to the login page to log in again.
we successfully logged in and saw the user list but once we scanned the qrcode or tried to do a manual checkin from the user list it gave an error as if there was no connection and did not perform the action.

I hope this report will be useful to someone in the future.
Thanks again for your availability.

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