Hello,
Thanks for contacting us and we regret the inconvenience caused.
Could you please describe the issue a bit more so that we can understand the insights of the issue? You may record and share a video screencast of the issue using a tool like Loom.
Looking forward to helping you.
Thanks.
Hello,
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/
Only the site admin would know and your users won’t be affected by this troubleshooting.
If the issue persists, please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
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.
That’s the problem. I cannot access even the plugin page.
Hello,
To further fix the issue, we may need to ask for your WordPress admin login and FTP details, this way, we can manually disable Rank Math temporarily and locate the cause of the issue.
We are looking forward to helping you with this one.
[moved to sensitive data section]
Hello,
Thank you for providing these details.
Unfortunately, it is impossible for me to access your WP admin at the moment as I was greeted with an error page.
Can you please provide FTP access or your CPanel instead? If you are not sure, you may contact your hosting provider and ask for this access.
Looking forward to helping you. Thank you
I’ll try to contact my superior as this is the login info that’s given to me. I neither have access to FTP or cPanel.
May I know the error page? It’s actually working fine on my end.
I can login but says
# This file is automatically added by Rank Math SEO plugin to help a website index better # More info: https://s.rankmath.com/home User-Agent: * Disallow: /wp-admin/ Allow: /wp-admin/admin-ajax.php Sitemap: https://cssdo.davaocity.gov.ph/index.php/sitemap_index.xml
Hello,
Thanks for your reply.
I tried to login into your website’s admin area and as you said, I was unable to access the WordPress dashboard and only the text was displayed. Also, no errors are present in the browser’s console.
As mentioned by my colleague, we would require your FTP logins to further investigate the issue. Please add the FTP logins in the Sensitive data section of this ticket.
P.S. I’ve moved the website logins that you’ve provided in the sensitive data section of this ticket as these forms are open to the public.
Looking forward to helping you.
Thanks.
I will have to ask an admin for that matter as I only do front end web design and SEO.
Hello,
Thank you for the update.
Let us know how this goes.
Meanwhile, please don’t hesitate to contact us anytime to assist you further with anything else.
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.
