Main Support

Troubleshooting connection problems

Normally when a site is added to the Watchful Dashboard, a connection is immediately formed between the site and Watchful allowing update, maintenance, monitoring, backup and other tasks. 

However, there are a number of things that might prevent a site from conecting successfully.

If you have an error connecting a site, please follow the suggestions below to resolve the issue.

If these suggestions fail to resolve the problem, please submit a support ticket.

Troubleshooting connection problems

Note: Take care to manually refresh the site data after each step.

1. Ensure you are using the most recent version of the Watchful Client on your Joomla site.

2. Ensure the Watchful Secret Key on your website matches exactly the Secret Key in your site details. Tip: Copy-paste from your site to Watchful to be sure the keys match. See also: Changing your Watchful Secret Key.

3. Check that the URL of your site in the Watchful Dashboard matches exactly what a user would see if they visited your site (i.e. HTTPS vs. HTTP; WWW vs. no WWW). If your site works with or without WWW in the URL, test the connection in each case.

4. Clear the Word to Check field in your Site Details. 

5. Check whether the Example Watchful App is installed in the Joomla plugin manager and disable if found.

6. Check whether jmonitoring-slave is installed in the Joomla plugin manager and disable if found.

7. Add the Watchful component (com_watchfulli) to the list of allowed extensions in your Joomla web application firewall (i.e. RS Firewall, Admin Tools, OSE AntiHacker).

8. Add the Watchful IP Addresses to the IP Address whitelist in your Joomla web application firewall (i.e. RS Firewall, Admin Tools, OSE AntiHacker). See How do I whitelist the Watchful IP address? for details.

9. Temporarily disable your Web Application Firewall (i.e. RS Firewall, Admin Tools, OSE AntiHacker) to see if other firewall settings are preventing validation.

10. Check whether Docman/Extman from Joomlatools is installed in the Joomla plugin manager and disable if found.

11. Contact your hosting service provider or IT department to see if the time on your server is synchronized. A sample reply you should expect is shown below. If you are unable to verify time synchronization or are unsure if the time is synchronized, login to the remote site backend and disable the timestamp check in the Watchful Client options (administrator/index.php?option=com_config&view=component&component=com_watchfulli).

synchronised to NTP server (149.20.54.20) at stratum 3
time correct to within 42 ms
polling server every 1024 s