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rqoh
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January 14, 2016 at 9:30 am
Hi,
WP keeps asking to enter our SLK. Nothing seems to change but the disappearance of the message after entering the SLK and saving the parameters: the key icon after the SLK field shows in red; should this be other color when entering and saving the SLK?
This is very confusing as our EE profile shows the name of the site where EE is active.
Please help…
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Lorenzo Orlando Caum
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January 14, 2016 at 9:56 am
Hello,
That is a known issue if you are using a WP network / WP multisite.
Are you currently using multisite for WordPress?
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Lorenzo
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rqoh
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January 14, 2016 at 10:03 am
It is active only in one site, a sub-domain with its own root folder.
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rqoh
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January 14, 2016 at 10:05 am
And to better answer your question, we are not using a WP network / WP multisite; at least I am not aware of that and I do not think it is the case.
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Lorenzo Orlando Caum
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January 14, 2016 at 11:48 am
Hello, thank you for the additional information. I’ve rolled over your support license key and added a new one:
https://eventespresso.com/users/846rq0h#account-settings
I have not seen a case where it goes missing on a single site install of WordPress.
One other question is that you mentioned that it is asking you to enter it. Could you share a screenshot of that?
Here is how to share a screenshot with us:
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
The reason I ask is that we do not have a persistent notice that asks you to activate it. However, if your site is unable to receive support services, then you’ll see a notice for that.
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Lorenzo
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rqoh
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January 14, 2016 at 12:09 pm
The message is gone for the moment.
I receive your email. Please note that there is no previous SLK shown in the field, so there is nothing to erase before entering the new SLK. I proceed to enter the new SLK but still no change is evident or shown; the red key icon shows still.
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rqoh
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January 14, 2016 at 12:18 pm
1. Message asking for SLK
https://mondossier.rqoh.com/wp-content/uploads/2016/01/1_message_before_entering_SLK.png
2. Message after entering SLK and saving
https://mondossier.rqoh.com/wp-content/uploads/2016/01/2_message_after_entering_SLK.png
3. After a couple of seconds, “Update settings succesful” message is gone, no SLK is shown
https://mondossier.rqoh.com/wp-content/uploads/2016/01/3_no_SLK_shown_after_saving_red_key_shows.png
Note that our EE profile now indicates that the new SLK is “Not currently activated on any websites”
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Lorenzo Orlando Caum
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January 14, 2016 at 12:52 pm
Hi, could you try deactivating all plugins on your site and then adding the support license key and saving again? Does it then go green?
Could you also confirm that you do see something like this in the top left area of the WP dashboard page?
http://cl.ly/0G3p02050V07/Image%202016-01-14%20at%202.51.45%20PM.png
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Lorenzo
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Lorenzo Orlando Caum
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January 14, 2016 at 12:53 pm
Re-sending link:
http://cl.ly/0G3p02050V07/Image%202016-01-14%20at%202.51.45%20PM.png
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rqoh
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January 15, 2016 at 7:14 am
Hi Lorenzo,
It did not work deactivating all plugins. The key icon does not go green after entering the SLK.
Regarding your screenshot and that I should see “My Sites”, please note that our interface is in French. Be assured that I am in the Admin page you indicated me.
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Lorenzo Orlando Caum
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January 15, 2016 at 8:35 am
Hello,
Could you please create a temporary WordPress admin login so we can take a closer look at this issue?
Please share that temporary login through the secure link below:
https://eventespresso.com/send-login-details/
To prevent delays in troubleshooting, be sure to double check your information on the form before submitting.
The submit button for the form appears at the end of the form.
Again, please ensure that the temporary login works.
Thank you.
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Lorenzo
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rqoh
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January 18, 2016 at 9:50 am
Created, checked and sent as requested.
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Lorenzo Orlando Caum
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January 18, 2016 at 10:19 am
Hello, this is a WordPress multsite installation:
My Sites from my earlier screenshot translates to this (Mes sites):
http://cl.ly/040d3v1k1G3D
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Lorenzo
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rqoh
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January 19, 2016 at 7:40 am
Hi!
What does this means? That we won’t be able to use our SLK?
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Lorenzo Orlando Caum
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January 20, 2016 at 11:19 am
Hello, if you are using a multisite installation of WordPress then the support license key may drop after activation.
You would need to manually update or switch the site to a single-site install.
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Lorenzo
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