Customer hitting a lot of connection errors with my manager application

[ustk]

@d-healey maybe I should try to switch to the same plugin as yours to see if I get less tickets...

[d.healey]

@ustk I was using the plugin you're using, but then it was forked and improved for the one I'm using now, but now I think the one you're using has been improved too, but I'll stick with the free one - long way of saying I don't think it will make a difference either :)

[ustk]

@d-healey yeah I guess the API hook wouldn't made much difference... But, then I wonder why I get as many complaints since I am just beginning distributing my plugins... I'am afraid for when I'll have way more customers, an extrapolation will quickly give me several of those tickets a day!

[ustk]

@d-healey I have something like a 10% error ratio
Server, perhaps?

[d.healey]

@ustk said in Customer hitting a lot of connection errors with my manager application:

Server, perhaps?

Could be, who's your hosting provider?

Are you able to recreate the issue yourself?

[ustk]

@d-healey O2Switch, and no I am not able to replicate the same error.

[d.healey]

@ustk Is that shared hosting?

[ustk]

@d-healey yeah o2switch is a shared hosting

[d.healey]

@ustk That could be the bottleneck. I'm using Cloudways, I might have a discount/referral code if you're interested, I'll check in the morning.

[ustk]

@d-healey Thanks! It might be the issue, but seeing the small traffic I have at the moment... Or their server really isn't that robust.
I'm afraid to go to the hassle of migrating but, well, if the server is the issu I will have no choice...
I'll see what the support is saying about this

[d.healey]

@ustk Do you have error logs from the server?

[ustk]

@d-healey A few old errors, but nothing in the last 24h (the last login issue case was 11h ago)

[ustk]

@d-healey Customer just responded. I told him to try to connect to the website account and retry with the manager app, and it worked. And it seems to be something that generally resolve the issue.
Does this ring a bell?

[d.healey]

@ustk said in Customer hitting a lot of connection errors with my manager application:

I told him to try to connect to the website accoun

What do you mean?

[ustk]

@d-healey To be sure he checks the credentials are working when logging in their account online.
Then if succeed, try again the manager app.

[d.healey]

@ustk I think that's coincidence, but maybe there's a connection

[ustk]

@d-healey yeah definitely a hard one to debug without a solid server knowledge…

[ustk]

@d-healey Something else to explore that I should have mentioned is the WordFence security plugin... I'll have a look on that side tomorrow

[ustk]

@d-healey And heard recaptcha could also prevent JWT authentication...

[d.healey]

I use wordfence too, I don't use recaptcha, I have a self hosted one.