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Fixing CookieYes Connection and Scanner Issues: A Troubleshooting Guide

28 threads Sep 16, 2025 Plugin → Cookieyes – cookie banner for cookie consent (easy to setup gdpr/ccpa compliant cookie notice)

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Many users of the 'CookieYes – Cookie Banner for Cookie Consent' plugin encounter a common roadblock: the inability to connect to the CookieYes web app or use the cookie scanner. This can be a frustrating experience, especially when you're trying to ensure your site is compliant with privacy laws. Based on community reports and solutions, this guide outlines the most common causes and their fixes.

Common Connection & Scanner Error Messages

Users often report one of the following messages when something goes wrong:

  • "Connect and scan" button is un-clickable.
  • "Could not establish connection with scanner! Please try again later."
  • "Unable to connect, please try again later."
  • "Unable to reach your web app account at the moment. Please reload the page to retry."
  • "Disconnected with CookieYes, please connect and scan again" (in a loop).
  • "Invalid request" when trying to disconnect or scan.
  • Being stuck in an email verification loop.

Why Do These Connection Issues Happen?

The connection between your WordPress plugin and the external CookieYes service can be interrupted for several reasons:

  • Plugin or Theme Conflicts: Another plugin or your theme's code can interfere with the connection process.
  • Outdated Plugin Version: The plugin has a legacy and a new version. The scanner and some connection features are not available in the old legacy interface.
  • Cached or Corrupted Data: Stale data from a previous installation or connection attempt can cause conflicts and errors.
  • Server Configuration: Certain web hosts or server security configurations (like specific SSL certificates) may block the connection to CookieYes's servers.
  • Browser Issues: Cached data, cookies, or extensions in your browser can prevent the connection popup from working correctly.
  • Account Mismatch: Trying to connect with an email that does not match the account linked to the website.

How to Troubleshoot and Fix Connection Problems

1. Perform a Conflict Check

This is the most common first step for many WordPress issues.

  • Temporarily deactivate all other plugins except for CookieYes.
  • Switch your theme to a default WordPress theme like Twenty Twenty-Four.
  • Try to connect to the CookieYes web app again. If it works, reactivate your plugins and theme one by one to identify the source of the conflict.
  • Tip: Use the Health Check plugin to troubleshoot without affecting your live site visitors.

2. Ensure You Are Using the New Plugin Version

The legacy version of the plugin (which may appear as "GDPR Cookie Consent" in your menu) does not support the cookie scanner. You must be on the revamped version (appearing as "CookieYes") to use connection features.

3. Clear Cached and Corrupted Data

If you see options to disconnect or reset data, try them.

  • Navigate to GDPR Cookie Consent > Settings > Advanced.
  • Look for a button labeled "Delete cookieyes data" or "Delete settings and reset". Clicking this will clear the local connection data and allow you to start fresh.
  • If the button does not work from the plugin interface, you may need to clear the data manually from your database. You can run the following SQL query: DELETE FROM wp_options WHERE option_name = 'cky_settings'; (Always back up your database first).

4. Check Your Browser and Login State

  • Try an Incognito/Private Window: This rules out browser extensions and cached data. This has specifically helped users stuck in an email verification loop.
  • Clear Browser Cache and Cookies: For your main browser session.
  • Try a Different Browser: Test with Chrome, Firefox, or Safari to see if the issue is browser-specific.
  • Log Out of WordPress: At least one user reported that logging out of their WordPress admin dashboard and then logging back in resolved their connection issue.

5. Verify Your Account and Website Link

  • Ensure the email address shown in the WordPress plugin dashboard matches the one you use to log into the CookieYes web app.
  • In the web app, check that your website's domain is correctly listed and configured. A mismatch can cause the status to show as "inactive."

6. Investigate Server-Side Issues

If you have ruled out all other causes, the problem might be with your web host.

  • Contact Your Host: Ask if they block outgoing connections to external APIs.
  • IP Whitelisting: In some cases, the CookieYes team may need to whitelist your server's IP address if it has been blocked. This was a confirmed solution for at least one user. You may need to contact them to request this.

When All Else Fails

If you have tried all the steps above and are still encountering issues, the problem may require deeper investigation by the CookieYes team. The community forums indicate that they may ask for your site's health information (from Tools > Site Health > Info) or a screen recording of the issue to diagnose it further.

Remember, always back up your site before making changes to your database or deactivating multiple plugins.

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