Troubleshoot connectivity

How to troubleshoot connectivity between your WordPress website and app?

If your app fails to connect to your website, it’s likely due to configuration or server-related issues. This guide outlines a step-by-step approach to help you identify and resolve the most common causes of connectivity failure.

Let’s begin by checking the most critical connection points between your app and website.

Step 1: Verify SSL certificate

Confirm that your website has a valid SSL certificate to ensure secure communication with AppMySite. To check if you a valid SSL certificate, follow these steps

• Visit a reliable SSL Checker website

• Enter your website domain

• Review the certificate status

Expected outcome:

All indicators should appear green. There should be no amber or red warnings.

Next steps:

If all indicators don't appear green, it means your website needs a valid SSL certificate. Contact your hosting provider to install or renew your certificate.

Step 2: Confirm plugin and website features

Ensure that the WordPress REST API is accessible and functioning correctly, as it is essential for connecting your website with AppMySite. To verify, follow the steps below:

• Visit: https://yourwebsite.com/wp-json/

Expected outcome:

A structured JSON file should load in the browser without any errors.

Next steps:

If you see an error or the page doesn’t load properly, continue with the next steps in this guide to further troubleshoot the issue.

Step 2.1: Check for AppMySite’s plugin installation

Verify that the AppMySite plugin is properly installed on your WordPress website. Follow these steps to check plugin activation:

• Visit: https://yourwebsite.com/wp-content/plugins/appmysite/readme.txt

Expected outcome:

You should see a text file mentioning “AppMySite,” confirming that the plugin is installed.

Next steps:

If the file is missing or doesn't mention AppMySite, install the plugin from your WordPress admin panel before proceeding.

Step 2.2: Verify plugin’s endpoint accessibility

Ensure that the AppMySite plugin can successfully communicate with your WordPress REST API. Follow these steps to check endpoint accessibility:

• Visit: https://yourwebsite.com/wp-json/wc/v3/ams-menu-names

Expected outcome:

A JSON response should load without any errors, indicating the endpoint is accessible.

Next steps:

If the endpoint does not return a valid response, continue with the troubleshooting process.

Step 2.3: Install and run Health Check plugin

Identify potential plugin or theme conflicts that could disrupt connectivity. Watch this tutorial to identify plugin/them conflict:

• Go to Plugins → Add New Plugin in your WordPress admin panel.

• Search for and install the Health Check & Troubleshooting plugin.

• Once installed, go to Plugins → Installed Plugins and click Health Check under the plugin name.

• On the Health Check Dashboard, review issues and recommendations.

Expected outcome:

The Site Health Status should not report any critical issues that may affect API or plugin connectivity.

Next steps:

Watch this tutorial to resolve issues if detected:

• Navigate to the Troubleshooting tab in the Health Check plugin.

• From the Plugins screen, enable only AppMySite and WooCommerce plugins (if installed). Click Enable while troubleshooting.

• Check whether connectivity between your app and website is restored in the connectivity section of your AppMySite app.

Step 3: Check permalink settings

Ensure your website’s permalink structure is compatible with AppMySite's connectivity requirements. Watch this tutorial to check permalink settings:

• Log in to your WordPress admin panel.

• Navigate to Settings → Permalinks.

• Verify that one of the following permalink structure is selected:

  • Day and name

  • Month and name

  • Numeric

  • Post name

Expected outcome:

A supported permalink structure should be active, ensuring proper API endpoint formatting.

Next steps:

If a different option is selected:

• Change to any of the supported options listed above.

• Click Save Changes.

• Retry connectivity from AppMySite.

Step 3.1: Check for plugin conflicts

Identify any installed plugins that may block or interfere with AppMySite’s connectivity. Follow these steps to check plugin conflicts:

• Log in to your WordPress admin panel.

• Go to Plugins → Installed Plugins.

• Review your active and inactive plugins.

• Cross-check them against this list of plugins known to potentially block API communication or cause conflicts:

  • Security Plugins: WordFence Security, iThemes Security, Sucuri Security, WP Cerber Security, All In One WP Security, MalCare Security, FortiGuard Intrusion Prevention, BulletProof Security, Shield Security, Defender Security by WPMU DEV, Hide My WP Ghost, NinjaFirewall (WP Edition), SecuPress Pro, Sitelock Security

  • Caching/Performance Plugins: W3 Total Cache, WP Super Cache, LiteSpeed Cache, WP Rocket, Super Page Cache for Cloudflare, Autoptimize, Cache Enabler, Hyper Cache, Swift Performance, Breeze Cache, Hummingbird

  • GeoIP/Blocking Plugins: IP2Location Country Blocker, WP GeoIP Redirect Rules, Currency Countries (by IP)

  • REST/API/Auth Plugins: Orange Mini REST API Authentication, WordPress REST API Authentication, JWT Auth, API Bearer Auth

  • WooCommerce & Checkout Plugins: WooCommerce Memberships, Profile Builder Pro, Force Authentication Before Checkout, Age Gate, Booked, Order Min/Max for WooCommerce, WooCommerce Product Bundles, After Sale Surveys

  • GDPR & Consent Plugins: Cookie Information

  • Translation/Search/UI Plugins: TranslatePress, Neve Pro Addon, Ajax Search, Query Monitor, WPML, Relevanssi, Ivory Search, SearchWP, FacetWP

  • Membership & Role Management Plugins: Ultimate Member, User Role Editor, Restrict Content Pro, MemberPress

  • Backup & Migration Plugins: UpdraftPlus, Duplicator Pro, BackupBuddy, WP Migrate DB Pro

  • Marketing & Builder Plugins: Ad Inserter, Popup Builder, OptinMonster, Elementor, Beaver Builder

  • SEO Plugins: Rank Math SEO, Yoast SEO

Expected outcome:

No conflicting plugins from the list should be installed or active.

Next steps:

If any plugin from the list is found:

• Refer to Step 2.3: Install and Run Health Check Plugin to activate Troubleshooting Mode.

• Enable only AppMySite and WooCommerce plugins to test compatibility.

• If the issue is resolved in troubleshooting mode, disable the conflicting plugin or find an alternative.

Step 4: Hosting, security, and firewall settings

Ensure that your website’s hosting environment and firewall settings do not block AppMySite’s connection requests. Steps to follow:

Whitelist AppMySite’s IP addresses in the following systems:

• DNS firewall (e.g., Cloudflare or other CDN-level security systems)

• Network firewall (configured at the hosting or server level)

• Server firewall (for dedicated or VPS-hosted environments)

• Plugin firewall (enabled through security, bot-checking, or captcha plugins)

Each of these layers can potentially block the REST API calls AppMySite uses to connect with your site.

Expected outcome:

AppMySite’s requests are not blocked at any firewall level, and connections to your website are successfully established.

Next steps:

If your website is behind a firewall, CDN, or has active security measures, request support from your hosting provider or IT team to apply the IP allowlist or follow this guide:

Still having connectivity issues? Contact us

If the steps mentioned here don’t resolve your connectivity issues, you can always raise a ticket and communicate directly with our customer support team.