Software Licensing - Troubleshooting Update Issues

If you are seeing errors when attempting to update plugins and themes from your Software Licensing store here are a few things you can check, depending on what error is being reported.

SSL Errors

There are many errors that can be caused by SSL connectivity issues, however there are 2 that are commonly seen with Software Licensing.

SSL: certificate subject name does not match

This error means that the SSL certificate installed on your site does not match your primary domain name. This can typically happen in shared hosting environments and the most commonly solution is to request a dedicated IP address from your hosting provider. If your hosting provider does not support dedicated IP addresses, then you will need to work with your hosting provider to configure a proper SSL chain that matches your primary domain, instead of a shared wildcard SSL certificate.

SSL23_GET_SERVER_HELLO:sslv3 alert handshake failure

This SSL Handshake error occurs when the OpenSSL version on the server of the site requesting the update is outdated and does not support the SSL Protocols that the store delivering the update requires. There are two ways to resolve this issue. The ideal solution is to have the site requesting the update verify that their OpenSSL software us up to date for their platform. OpenSSL is a server software that facilitates the communication over the HTTPS protocol. If this is not a possible solution, you can work with your hosting provider or server administrator to configure your web-server to accept these outdated SSL versions, but this is not ideal as it allows less secure connections to your server.

cURL error 35: SSL connect error

This specific error with Software Licensing delivering updates is usually seen when using Cloudflare's Flexible SSL option. This option causes a chain issue with some cURL versions that exist on the client server requesting the update. There are a couple ways to fix this from the server side (without having to request the client to update their cURL version). The first is to upgrade to a paid Cloudflare SSL. The paid tier SSL Certificates from Cloudflare typically do not pose this problem. The other solution is to purchase an SSL Certificate from a 3rd party and install it directly on your server.

Download failed. Service Unavailable

You'll see this error when you are attempting to update a plugin or theme on a site that also hosts this plugin or theme. Due to the way that Software Licensing integrates with the WordPress Update API, it is not currently possible to update your own themes or plugins from the site that sells them. When WordPress installs an update, it temporarily puts your site into maintenance mode, and during that process your site cannot install its own update. To update a plugin or theme from a site that also sells it, you'll need to manually install the update.

Too many redirects

This error occurs when updating your plugin or theme to a new version. When uploading your new version, if you add a new file with your new version and then delete the previous file row, as opposed to replacing the current version, it's possible for this error to occur. Currently we are aware of this bug and are working to resolve it, however the simple solution in the meantime is to click the 'Update' button a 2nd time, to rewrite the file keys, or always replace the current file instead of adding your new files on a second file row.

Update Package Unavailable

When this error comes up, it typically means that there is an issue with the license activation on the customer's site. There are few things to check if a customer reports this error. The first is that the domain they are trying to update has been activated for the license. You can determine this by going to Downloads → Licenses. You can then search for the license key the user is trying to update and click on 'Manage Sites' to be sure that the domain they are on is in the list. If it's not, you can either add it yourself from the admin, or have the customer visit their License management page and activate it themselves.

The other result is that a license is either expired or disabled. If this is the case the customer needs to either renew their license, or a site admin has disabled it manually.

Weird, long folder name after updater

This happens when the .zip file is created improperly. When creating the final .zip archive, it is important to zip the folder and its contents rather than just the contents of the folder.

The zip file structure should look something like this:

filename.zip
- product-name/
-- file here
-- another file here

In other words, the files must be in a folder and not at the top of the zip file. Repackage your file to include the folder name inside and that will fix it.

CloudFlare Integration

If you are using CloudFlare as a CDN, Caching Layer, or SSL provider, we recommend you configure CloudFlare to bypass cache for all URLs that contain the following string:

/edd-sl

This is the API endpoint for checking the license status and delivering update packages. If these endpoint URLs are cached it can cause issues with properly delivering updates to your customers.

PCLZIP_ERR_BAD_FORMAT

This error isn't unique to the EDD Software Licensing platform but has a couple solutions that you might check. The first is that there is an adequate amount of disk space for the file to be downloaded and unpacked (assume you'll need 2x the size of the .zip file in order to process the update). If your .zip file is 1MB you will need just over 2MB available to properly process an update. These numbers are not exactly 2x but it's a good measure to start with.

The other thing to verify is that the .zip file is not corrupt. You can test this by transferring the .zip file to another computer (attached in an email, or via USB) and attempting to unpack it there as well. If it does not unpack on a different computer there is likely an issue with the creation of the .zip file on the original computer.