Hello,
Thank you for contacting Rank Math support, and sorry for any inconvenience that might have been caused due to that.
Since replicating the error is causing a crash in your website, we might also need your FTP access so we can revert your website back to a working state whenever we encounter that critical error again while troubleshooting the issue.
Also, can you please share your recent error logs so we can determine what’s causing the issue?
Looking forward to helping you on this one.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
I tried troubleshooting your Rank Math plugin activation issue but the FTP account you provided does not have the access to perform edits. We cannot restore access to the site via FTP after enabling Rank Math.
Please review the FTP credentials and update the sensitive data.
Looking forward to helping you.
Sorry about that. It should be fixed now.
I deleted the plugin folder to fix the critical error.
Hello,
We apologize for the delay, I tried accessing your FTP server but it still won’t work. I tried SFTP and I still can’t connect to your server.
Can you please verify it so we can further troubleshoot the issue?
Looking forward to helping you on this one.
Sorry about that. It must be a firewall issue.
What is your IP? I will have it registered for your access.
I think you should be able to access sftp/scp now.
Hello,
FTP logins are working now but it doesn’t have access to your site’s root directory and only provides access to an empty folder named rankmath. Please provide access to the root directory so we can check this further.
Looking forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I updated the credentials. Please handle with care. Thanks in advance.
Hello,
I tried to log in to your website but the login credentials are incorrect.
Check the screencast in the sensitive data section.
Please check and provide the correct login details so we can check further.
Also, please share the error log with us.
Having an error log will help us determine what caused the issue on your website.
Looking forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
We were able to replicate the issue on your site. You must be receiving an email from WordPress with the details of the error that has occurred. Please share the details of the error or share the error log so we can check and fix this on your site.
We really look forward to helping you.
Could you repeat the process once again? I discovered mail delivery issue and just setup SMTP to solve it.
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.
