[geekylorraine]

Hi,

I’m getting the below error when updating again. Can this be resolved?

An error occurred while updating Ashe Pro: Download failed. Forbidden

[vako]

Hi @geekylorraine

 

At first, thank you for choosing our theme and service.

In order to assist we need to check your website from the back end, please install this 3rd party plugin “Temporary Login Without Password Plugin” which allows us to access your dashboard without sharing access details.

To better understand how the plugin works, please watch the video guide below: https://www.youtube.com/watch?v=EMu0e78OpJo

Please make sure to mark your reply as private to hide it from the public.

 

Kind Regards

[geekylorraine]

This reply has been marked as private.

[vako]

<span style=”color: #4f4f4f; font-family: Poppins, Helvetica, Arial, Verdana, sans-serif; font-size: 14px;”>Hi </span> @geekylorraine

 

Login URL does not work for us, please check for the shared link validation and share again.

 

Kind Regards

[geekylorraine]

This reply has been marked as private.

[vako]

Hi @geekylorraine

 

We checked your website and seems that your service provider has some restrictions to different servers. Please contact your server/hosting provider & ask them to whitelist api.freemius.com and wp.freemius.com, after that you will be able to update the theme.

 

Kind Regards

[geekylorraine]

Thanks. My host has asked, “if it would be an outbound connection or an inbound connection to the provided URLs that they are looking to be whitelisted?”

 

[vako]

Hi @geekylorraine

 

Both, please tell them to white list any kind of connection, those things are responsible to receive updates and transferring files from updated versions etc.

 

Kind Regards

[geekylorraine]

If possible, would you be able to ask them for the IP addresses used for these connections and if they’re seeing a particular error message at all, please? 🙂

[vako]

Hi @geekylorraine

 

Can you please describe in more detail what you mean by “would you be able to ask them for the IP addresses used for these connections”

 

Kind Regards

[geekylorraine]

It’s just what the support team at my hosts asked today in relation to whitelisting the stated address.

For whatever reason, the automatic update was actually successful today though.

[vako]

Hi @geekylorraine

 

Great, because your host whitelisted mentioned connections. Please let us know if you need any further assistance.

 

Kind Regards

[Author]

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