Issue with License Registration – URGENT

Hi Peter,

I can confirm from our ticket system that you did received a same-day reply to this issue. I recommend checking your spam folders.

Here is a copy-paste of the most recent reply:

Your issue is not one that has been experienced before (after 3 million downloads), so please bear with us. I have reset the licence server record for your purchase, so please do not be surprised to not see any sites currently listed in your account.

Please can you send me a WP login for two of the website manifesting the problem, so that I can investigate. Since it is a previously unseen problem, we will need direct access to be able to analyse the problem. Failing that, I can send you some SQL commands to enter, if you are confident with that.

David

Hi Peter,

Thank you. The issue was the one suspected in the support reply of October 10th; I’ll copy and paste that here for reference – but, it shouldn’t be possible to recur again (as modern versions of UD actively prevent it).

It’s now been fixed and you can now see both sites listed in your account at updraftplus.com.

Hi Peter,

Was one site cloned from the other (i.e. a backup from one was restored to the other)? I’m wondering if there’s a duplicate site ID – that was possible in the past (apologies!).

To fix that, you’ll need to log in to your web hosting control panel, and find phpMyAdmin, and access the database for the site that is *not* currently shown in your UpdraftPlus account. Then, execute this SQL command, using the link in phpMyAdmin for executing SQL:

DELETE FROM wp_options WHERE option_name=’updraftplus-addons_siteid’;

You will need to change the wp_options prefix in the line above to match the actual name of your options table, which you’ll be able to spot in phpMyAdmin – the wp_ prefix is the bit that can vary. (You can also read it out of your wp-config.php file for the relevant site).

Then, after doing that, you should go back to UpdraftPlus on that site, and re-connect and re-claim the add-ons. Then all should be well.

David

David

Hi peter,

The Problem is still there.

To resolve it, on the site that’s currently *not* showing as registered, run this SQL:

DELETE FROM wp_options WHERE option_name=’updraftplus-addons_siteid’;

(Change the wp_ prefix to match your actual prefix).

If I don’t have that, I have to uninstall the plugin and completely reinstall it and that is more work for me.

That won’t fix it.

yes these websites have been copied by the Duplicator Plugin.

This is where it’s coming from. Duplicator is faithfully duplicating absolutely everything; the two sites are identical, and present themselves to updraftplus.com’s licence manager as if they were the same site. To fix this, you need to run the SQL above, after duplicating. Alternatively, use UpdraftPlus’s “Migrator” instead, which does this automatically.

Best wishes,
David