Fatal Error

  • Hi,

    I am using WP Ultimo for a WAAS system.
    This error started happening in the last few weeks.
    Whenever a user creates a new site after signing up, there is a critical error, and it’s not possible to login or the site is coprrupted.

    Error message in the sensitive data area:

Viewing 14 replies - 16 through 29 (of 29 total)
  • Hello,

    Since you have over 50 active plugins, we do not want to take a risk without backing up the entire website in case anything goes haywire.

    Once you take the complete backup of your production website, please let us know so we can proceed.

    Looking forward to helping you. Thank you.

    As mentioned earlier, I have already taken a backup when you mentioned it the first time.

    Please note:
    I have live users.
    I have taken the PRD back up when you asked me to.
    Issue is not happening in my staging site. Only in PRD.

    Please advise and proceed.

    Hello,

    The issue is related to a third party library included in Rank Math.

    I have logged in to your site and installed our custom “Repair Action Scheduler” plugin that can often fix this issue automatically, but it couldn’t fix it on your site.

    We will need FTP access to troubleshoot the issue. However, the FTP details you shared are not working for me. Please check the credentials in the Sensitive Data field, and whitelist my IP on the server: 84.236.10.37

    Thank you. Looking forward to helping you.

    Hello,

    I have updated the sensitive data as requested. Can you please check further?

    Thank you.

    Updated FTP access.

    Hi,

    Thank you, now I could access your site through FTP, and I’ve made some changes in the plugin code.

    Could you please test if the issue is still happening or not? If yes, please let us know the steps we need to take to reproduce it.

    Thank you. Looking forward to your reply.

    Hello,

    I have updated the sensitive data as requested. Can you please check further?

    Thank you.

    Hi,

    The issue is still reproducible. I have updated the sensitive data area with the latest error message + the link to register a new site.

    Please enter site details and on the 3rd step(domain), you can click skip this step.
    You will see a “critical error” message after this.

    I have provided the same link for the staging site too where this issue does not happen.

    Thanks,

    Hi,

    Following up regarding this.

    Thanks,

    Hello,

    We are still investigating the issue.

    Can you tell us if the error message is the same as it was before? And (other than the date/time) is it showing the exact same error message every time you try it, or is there a difference (for example the table name mentioned in the error)?

    Thank you. Looking forward to your reply.

    I have updated the sensitive data with 3 error messages after creating 3 new sites.

    They look like they are the same.

    Please advise.

    Hello,

    Thank you for the additional information.

    We’re still not sure why the error happens in the first place, but we have created a helper plugin that should solve the issue for you. I have installed a new mu-plugin on your site (name: “Repair Action Scheduler – Multisite version”, file: “repair-action-scheduler-multisite.php”, located in the mu-plugins folder). Now when I create a new site, it doesn’t show the error message anymore.

    I also created a couple of test sites while troubleshooting (all named similar to rankmathtest1, rankmathtest2, etc). You can safely delete these sites from your network.

    Please verify and confirm that it is working correctly for you too. If there’s any issue, please let us know. Thank you.

    Hi,

    This is working now.
    Thank you very much!

    🙂

    Hello,

    Glad that’s working for now and we are sorry for the unwanted trouble.

    Feel free to reach out to us in case you need any other assistance. We are here to help.

    If it isn’t too much to ask for – would you mind leaving us a review here?
    https://wordpress.org/support/plugin/seo-by-rank-math/reviews/#new-post

    It only takes a couple of minutes but helps us tremendously.

    It would mean so much to us and would go a really long way.

    Thank you.​​

Viewing 14 replies - 16 through 29 (of 29 total)

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