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Troubleshooting

 

Here you can find the solutions for the most frequent and common issues of the CleanTalk plugins to solve them by yourself.

 

Common issues:

 

1. Premium Notice is still being shown in WordPress backend after the payment. 

SOLUTION (click the spoiler):
    Re-save the plugin settings by following this guide.

 

2. Visitors were blocked with the message " WordPress. *** Forbidden. Please enable JavaScript. *** "

SOLUTION (click the spoiler):
    Set the Anti-Spam plugin option "Use JS static key" to "ON" (WordPress Admin Panel -> Settings -> Anti-Spam by CleanTalk -> Advanced settings).

 

3. Protection is not working or spam is increasing.

SOLUTION (click the spoiler):
    1) Check if the plugin is installed and enabled. 
    2) Check if the correct access key is entered and check your protection options (exclusions, protection for different form types)

 

4. Renewed the license recently, but still receiving renew notifications. 

SOLUTION (click the spoiler):
    1) CleanTalk provides two services - Anti-Spam and WordPress Security & FireWall. Probably, you have obtained the Security license as a gift from CleanTalk. Check what exact service sends these notifications and use this guide to renew the correct license.
    2) Check if you have more than one CleanTalk account. To merge accounts, please contact us https://cleantalk.org/my/support/open

 

5. User's submissions are blocked when using a VPN. 

SOLUTION (click the spoiler):
CleanTalk Anti-Spam blocks submissions from VPN services if the system detected spam activity from such IP addresses in the VPN subnet. More details you can read in this article.

 

6. False positives on WordPress contact forms using cache plugins.

SOLUTION (click the spoiler):
You have to change your cache plugin settings in order to fix the issue. Please, read this guide to get the details.

 

Errors: 

 

1. ERROR: Array - the plugin didn't receive the correct data. The error occurs while automatically getting the access key.

SOLUTION (click the spoiler):
    Set "Use WordPress HTTP API" option to "ON" (WordPress Admin Panel -> Settings -> Anti-Spam by CleanTalk -> Advanced settings).
   Then synchronize the plugin with the CleanTalk Cloud: WordPress Admin Page —> Settings —> Anti-Spam by CleanTalk —> press the button "Synchronize with Cloud"

 

2. ERROR: CONNECTION_ERROR: "Operation timed out after 5001 milliseconds with 0 bytes received_FAILED_TO_USE_FILE_GET_CONTENTS" - the plugin can't receive data from the CleanTalk servers. The error occurs while checking account status. 

SOLUTION (click the spoiler):
    Set "Use WordPress HTTP API" option to "ON" (WordPress Admin Panel -> Settings -> Anti-Spam by CleanTalk -> Advanced settings).
   Then synchronize the plugin with the CleanTalk Cloud: WordPress Admin Page —> Settings —> Anti-Spam by CleanTalk —> press the button "Synchronize with Cloud"

 

3. ERROR: Testing is failed. Please check the Access key. - the plugin can't check the access key.  The error occurs while the Access key us being validated.

SOLUTION (click the spoiler):
1) Set "Use WordPress HTTP API" option to "ON" (WordPress Admin Panel -> Settings -> Anti-Spam by CleanTalk -> Advanced settings).
2) Enable CURL support and allow_url_fopen in your file "php.ini".
   Then synchronize the plugin with the CleanTalk Cloud: WordPress Admin Page —> Settings —> Anti-Spam by CleanTalk —> press the button "Synchronize with Cloud"

 

4. ERROR: CONNECTION_ERROR: Resolving timed out after 5515 milliseconds_AND_ALLOW_URL_FOPEN_IS_DISABLED - the plugin can't connect to the CleanTalk servers. Such error occurs while checking the account status.

SOLUTION (click the spoiler):
    Enable CURL support and allow_url_fopen in your file "php.ini".

 

5. SERVER_ERROR NO: 11 MSG: Service disabled, please go to Dashboard 

SOLUTION (click the spoiler):
    Check your license status in your CleanTalk Dashboard.

 

 

If you haven't found the answer to your question or some errors come back periodically, please, contact our support team:

https://cleantalk.org/my/support/open

 

 

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