Hello,
Thank you for contacting the support and sorry for any inconvenience that might have been caused due to that.
Assuming you are using the latest version of all the plugins and the themes (please update if not yet), it would seem like a conflict with one of the plugins or the theme you are using.
To determine that, please follow this troubleshooting guide:
https://rankmath.com/kb/check-plugin-conflicts/
Here is a video you can follow as well: https://www.youtube.com/watch?v=FcIWRhcUP2c
Only the site admin would know and your users won’t be affected by this troubleshooting.
If the issue persists, please record a video screencast using a tool like Loom showing the troubleshooting and edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
Please do take a complete backup of your website before sharing the information with us.
It is completely secure and only our support staff has access to that section. If you want, you can use the below plugin to generate a temporary login URL to your website and share that with us instead:
https://wordpress.org/plugins/temporary-login-without-password/
You can use the above plugin in conjunction with the WP Security Audit Log to monitor what changes our staff might make on your website (if any):
https://wordpress.org/plugins/wp-security-audit-log/
Please do take a complete backup of your website before sharing the information with us.
We really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
I checked your website but was unable to replicate the issue.
Could you please record and share a screencast of the issue using a tool like loom as it will help us understand the insights of the issue?
Looking forward to helping you.
Thank you.
Activate RankMath (and turn off Yoast)
Go to posts
Go to any recent article
try to click any of the hyperlinks and you’ll see it crashes.
I tried the troubleshooting plugin and it says that “When enabling the plugin, seo-by-rank-math, a site failure occurred. Because of this the change was automatically reverted.”
Confirming that there is definitely something really weird happening.
I will also now make a video for you as you advised.
I have updated the Sensitive Data section with the video of the error.
Hello,
I was able to replicate the issue on your website. I did some troubleshooting but the issue persists.
We might need to manually disable the plugins and the theme to check the issue.
Alternatively, you can create a staging website and replicate the issue there and share its logins so that we can perform the troubleshooting there and your live website doesn’t get affected by the troubleshooting.
You may follow this article to create the staging website: https://www.wpbeginner.com/wp-tutorials/how-to-create-staging-environment-for-a-wordpress-site/
Really looking forward to helping you.
Thank you.
Right
If the changes made are reversible and don’t break the website, then you can go right ahead.
Since this is a fairly new website, this shouldn’t be much of an issue.
But if you think the changes will be more than just troubleshooting the issue, then I will go ahead and make a staging environment for you to test it properly.
Let me know which it will be and I will do so accordingly.
Thank you for your timely help.
Hello,
Though we take full precision during the troubleshooting, it is always recommended to create a staging website since it avoids any possible issues that might get occurred.
Also, manually changing the theme or manually disabling the plugins might result in breaking the website. Hence, creating a staging website would be the ideal approach here.
Along with the WordPress logins, please also share the FTP logins of the staging website so that we can investigate the issue properly.
Looking forward to helping you.
Thank you.
Right
I’ll get on it.
I will get back to you as soon as it’s ready.
Thank you
Hello,
Sure, and in the meantime, if there’s anything else that we can assist you with, please let us know.
Thank you.
I have the staging environment ready, same for the logins.
But it seems the sensitive data section is now gone. Please let me know how I could get that back to share the logins with you.
Thank you
Well apparently I was on the wrong email.
I am updating the sensitive information section with the required login information.
I didn’t understand what you meant by FTP logins, so I’m just sharing another link.
If you require logins specifically, please let me know how I can do that.
Hello,
I logged in and investigated the issue on your staging platform and it seems like the issue is related to the WordPress version on your website i.e, v5.6.
I tested this on my end and was able to replicate the issue with v5.6.
You can update the WordPress version on your website to fix the issue.
Also, I’ve shared this with our dev team for further investigation.
Hope this helps.
Thank you.
Hello,
We’ve received the reply from our dev team, in WordPress v.5.7, the WordPress team had completely changed the link framework and we have also made some changes in our plugin to make the Links compatible with the latest version of WordPress and that broke the Link modal in WordPress 5.6.
You can easily fix this by updating the WordPress version on your website.
We always recommend using the latest version of WordPress and all the plugins/themes as updates bring new features and security to the website plus avoid possible issues.
Hope this helps.
Thank you.
Hello,
Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.
If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.
Thank you.
