Does your web hosting company have a firewall? Or is your site on a private network?
For ExactMetrics to work as intended, the following sites need to be accessible:
- google-analytics.com
- ExactMetrics.com
- AwesomeMotive.com
- googleapis.com
- miusage.com
- google.com
google-analytics.com and ExactMetrics.com are used for measurement protocol.
AwesomeMotive.com, googleapis.com, and miusage.com are needed for updates and reporting functionality.
Lastly, google.com is needed to access Google Analytics reports.
Contact your web host to whitelist these domains or contact your server administrator to make connects to these domains possible.
Troubleshooting Wizard Error: “Unable to retrieve settings” or Error Code 9
Running into an error during the ExactMetrics Setup Wizard can be frustrating, but the good news is that it’s almost always a quick fix! If you’re seeing an error message that starts with the number 9, or if you see the text "Unable to retrieve settings", this section is for you.
This error almost always points to an issue with your server’s TLS (Transport Layer Security) version.
Think of TLS as the secure “handshake” that your website’s server uses to communicate safely with Google Analytics. To establish a connection, both sides need to speak a compatible language. If your server is using a version of TLS that is too old (outdated and insecure) or too new (not yet widely supported), the handshake fails, and you see this error.
The Solution: Ensure Your Server is Using TLS 1.2
The solution is to ensure your server is configured to use TLS 1.2. This version is the current industry standard, offering the best balance of modern security and wide compatibility, and it’s what our plugin requires to connect securely.
You can typically find this setting within your website hosting provider’s dashboard.
- Log into your hosting provider’s control panel (like cPanel, Plesk, etc.).
- Look for a setting related to SSL/TLS configuration or sometimes PHP settings.
- Ensure that TLS 1.2 is the version being used for outbound connections.
If You Can’t Find the Setting (Or Need Help)
If you can’t easily locate this setting in your hosting dashboard, don’t worry! The best and quickest solution is to contact your hosting provider’s support team. They can check and update this for you in a matter of minutes.
