How to Resolve "We Can't Communicate with Your WordPress Site" Error in WP Umbrella

This guide will help you troubleshoot and resolve the communication issues between WP Umbrella and your WordPress site by whitelisting WP Umbrella's IP address in your security services or plugins, and contacting your hosting provider if necessary.

TLDR: You will need to whitelist our IP adresses in your security service:

IPV4:

212.129.45.77/32
212.83.142.5/32
212.83.175.107/32

IPV6:

2001:BC8:2B7F:801::292/64

Prerequisites: You need a registered account with WP Umbrella and administrative access to your WordPress site, security plugins, and hosting provider.

Estimated Time for Completion: Approximately 5 minutes, depending on your familiarity with your website's security settings.

Instruction

Understanding the Issue

WP Umbrella uses the WordPress REST API to manage plugins, themes, and other site components on your WordPress site. However, communication issues can occasionally occur, usually due to either your hosting provider's firewall blocking WP Umbrella, or WP Umbrella being blocked by your security plugin.

Whitelisting WP Umbrella's IP in Security Plugins and Services

You need to whitelist our server IP addresses (IPv4: 141.95.192.2 and IPv6: 2001:41d0:306:1702::/64) in your security services or plugins, and verify if they are blocking access to the WordPress REST API. Here are specific guides for whitelisting WP Umbrella's IP in various security plugins and services:

Contacting Your Hosting Provider

If you don't use a security plugin or continue to experience communication issues after whitelisting WP Umbrella's IP, it's time to contact your hosting provider. Open a support ticket and send them the following message:

Hello,

We use a plugin named WP Umbrella to manage our websites. The plugin uses WordPress REST API, and it seems that it's being blocked from functioning. We're currently receiving 401 unauthorized errors. Could you please whitelist the following:

212.129.45.77/32
212.83.142.5/32
212.83.175.107/32
2001:BC8:2B7F:801::292/64

User Agent: WPUmbrella

Their full communication policy is available here: https://wp-umbrella.com/communication-with-our-service/

Thank you for your help,
[Your Name]

Conclusion

After following these steps, the communication between WP Umbrella and your WordPress site should be restored. This will allow you to manage your plugins, themes, and other site components via WP Umbrella without any interruption.

Troubleshooting / FAQ

If the issue persists, make sure that you are not geoblocking France - our servers are hosted there.
If the issue still persists, make sure that your security plugin is not restricting the use of the REST API of WordPress.
If the issue still persists, try to disable all security plugins temporarily and check if WP Umbrella can connect to your WordPress site. If it works, enable the security plugins one by one to identify which one is causing the issue.