Hi Pierre,
I will be happy to assist you with the issue you are facing.
It seems like a conflict with one of the plugins or the theme you are using. To determine that, can you please follow this troubleshooting guide?
https://rankmath.com/kb/check-plugin-conflicts/
Only the site admin would know and your users won’t be affected by this troubleshooting.
If you want us to do this for you, please let us know.
Hello Todd!
We follow up all process you send us to do however the problem still persists event with all deactivated plugins and/or with default theme please view our video here: https://www.loom.com/share/5a319934b7a0497ca17047ae4dfbffb8
Your access has been granted the same as “admin user” but for IT users for you to edit plugin install or dedicated or update WordPress core is in need.. However, there are a few things we didn’t give you full access to. If you encounter any problem in regard of “WordPress core pages” saying “this access as been disabled for this user” just let us know we will manually give you access to those options you need it
Thank you so much, Todd!
Hi Pierre,
We do not seem to have access to the Health Check option in the Tools menu.
Can you please add that access so we can get through the troubleshooting?
Hi Todd!
I just checked for you and it showed on our end that you already had access. However, the plugin was just dedicated after our previous test. I just activated now and logged in into your session to make sure you will be able to see and use it on your end.
Please see screenshot here: https://ibb.co/JczDH5H
Kindly,
Thank you, Todd.
Pierre.
Hi Pierre,
Thanks for getting back to us.
You are using an outdated WP version. Is it an option to update to the latest version that is more compatible with the new Rank Math version?
Thank you.
Hello Micheal,
For some reason, on the plugin page or update page of WordPress it should show the WordPress update there. However, there was never an option to update our WordPress version and I don’t know how to install or update to the newest version of WordPress. Could you please help us, please?
Thank you, Micheal.
Hello,
Thanks for getting back to us.
I would be happy to help. I suspect that core updates are disabled on your wp-config.php file. Please perform a full backup of your site and share some temporary FTP access as well so that I can check this for you.
Thank you.
Hello Micheal!
Thank you so much Micheal, you’re super kind for always extending your amazing support
even beyond Rank Math scoop! I can’t say enough about Rank Math and the team and support you guys provided! You guys are killing it!
Going back to the issue. This morning I called our hosting provider and their also supported us via phone and did the WordPress core update for us with backups as well. Now the plugin is working correctly again! Yaay! We can crush it for 2020 (finger cross).
Once again thank you for always been on point Micheal! You guys are 6 Oreo Cookies!
Pierre from Gotopress.ca
Hello,
We are super happy that this resolved your issue. If you have any other questions in the future, know that we are here to help you.
If you don’t mind me asking, could you please leave us a review (if you haven’t already) on https://wordpress.org/support/plugin/seo-by-rank-math/reviews/?rate=5#new-post about your overall experience with Rank Math? We appreciate your time and patience.
If you do have another question in the future, please feel free to create a new forum topic, and it will be our pleasure to assist you again.
Thank you.
