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Introduction

Sometimes, it may happen that Cloudpress is unable to connect to your WordPress website. Unfortunately, there is an endless list of possibilities of what can cause this, which makes it impossible to give clear step-by-step instructions. However, there are a few basic troubleshooting steps you can follow that will solve most of the issues. This document aims to give you some guidance in this regard. Our video on connecting your WordPress account also contains a section on troubleshooting.

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Incorrect username and password

The first thing you need to check when Cloudpress cannot connect to your WordPress site, is to ensure that you used the correct username and application password. Once you confirmed these are correct, you can move on to the next steps.

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WordPress plugin causing connectivity issues

When Cloudpress is unable to connect to your website, the most common cause is a plugin preventing Cloudpress from connecting. These plugins typically fall in two categories:
  1. Plugins that disable the WordPress REST API
  2. Plugins that add a firewall
Due to the large number of plugins available, it is impossible for us to give you detailed steps to resolving these issues. However, we can give you some basic guidance.
Deactivating WordPress plugins may break your site functionality - even after reactivating the plugin. You should proceed with caution and, if you’re not very knowledgeable with WordPress, we suggest you consult a WordPress consultant or other professional to assist you.
  1. The first step will be to identify the offending plugin.
    • Look for any plugins that have advanced security features that disable the REST API or add a firewall
    • If there are no obvious plugins that stand out to you that may be the offending one, deactivate all plugins and test whether Cloudpress can connect. If it can connect, reactivate the plugins one-by-one, each time testing to see whether Cloudpress can still connect, until you find the offending one.
  2. Once you have identified the offending plugin, you have a couple of options:
    1. Deactivate and uninstall the plugin
    2. Configure the plugin to allow Cloudpress. The exact steps for this will depend on the plugin, but we suggest you look for any options that may disable the WordPress REST API or enable some sort of firewall protection. In the case of firewall software, they typically have an option to allowlist or whitelist certain IP addresses. You can allow the Cloudpress IP addresses listed below.

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Detailed plugin guides

Even though it is impossible to give guidance on all WordPress security plugins, we do try and maintain documentation for some of the more common ones as listed below:

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Other firewall software

If deactivating all the plugins still does not resolve the issue, it may be that there are other firewall software that is blocking Cloudpress. One example is if you are using Cloudflare (or a similar product). If this is the case, please check your Cloudflare configuration to ensure that you allow requests from the Cloudpress IP addresses (see below). Another example may be that your WordPress hosting provider has firewall software installed that operates on a network level outside your specific WordPress installation. Reach out to your hosting provider and inquire whether this might be the case. If they confirm this to be the case, please ask them to allow requests from the Cloudpress IP addresses (see below).

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Cloudpress IP Addresses

As mentioned previously, you may have firewall software that blocks requests to your WordPress website. In such instances, you must allowlist (or whitelist) the following Cloudpress server IP addresses: 
20.81.49.255
20.81.50.28
20.81.50.29
20.81.50.44
20.81.50.45
20.81.50.58
20.81.50.59
20.81.50.70
20.81.50.86
20.81.50.87
20.81.50.123
20.81.49.108
20.81.49.109
20.81.49.110
20.81.49.111
20.81.49.224
20.81.49.225
20.81.49.226
20.120.120.8
20.120.124.75
20.120.124.131
20.120.124.147
20.120.122.192
20.120.124.164
20.49.104.55