Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I’ve attached a screenshot of the settings for logging into the ftp
The accesses are working, I just checked them.
Hello,
We already shared this with our developers and they are investigating it.
However, we were able to access your SFTP but couldn’t find your staging site directory. Please share the directory path of your staging site so that we can check the issue further for you.
Looking forward to helping you.
Thank you.
Hello,
The plugins are located in the following directory:
/www/evabootcom_385/public/wp-content/plugins
It’s quite surprising that your developers didn’t check the public folder, given it’s the standard location.
This process has been dragging on for a while now. I’ve provided all requested information multiple times, re-enabled access whenever needed, and yet I keep receiving new requests for details that could have been clarified much earlier.
At this point, I expected a more structured and efficient approach from Rank Math’s support team. Please provide a clear and final list of the exact steps needed to resolve the issue, so we don’t continue going back and forth.
Looking forward to an actual solution.
Best,
Dmytro
Hello,
We apologize for the inconvenience and we can understand your frustration.
The directory you’ve shared is not linked to the staging site as we installed some plugins and it was not reflecting on your FTP.
However, our developers investigated the issue and found it is occurring due to heavy caching on your website. We know we took a little longer time but just want to confirm that it is not related to any other issues.
Now, we can confirm it is a server-side caching issue as even when we deactivated the Rank Math plugins on your website, the sitemap, Rank Math robots meta, and schema were showing on your site. Please check the screencast in the sensitive data section for your reference.
In this case, please get in touch with your hosting provider and ask them to clear any server-level, CDN caches and additionally to turn off the Guest Mode temporarily (If LightSpeed cache is enabled on the server level) and see if that works for you.
Let us know how it goes. Looking forward to helping you.
Thank you.
It turns out the problem was caused by the must-use plugins on the site. I have disabled them now, so you can go ahead and check the site again.
Hello,
We apologize for the delay in response.
We tried to check your websites again, but the temporary login URLs you shared have expired and are getting redirected to the homepage.
Please renew and extend them to at least 3 days so we can check the issue further.
Looking forward to helping you.
Thank you.
I’ve updated the temporary login for one week from the time of your next login.
Three days have passed since the temporary login was updated, and I am still waiting for your results. Additionally, it has been over a month since this ticket was opened, and the delay in resolving the sitemap issue is simply unacceptable. My client has been experiencing this problem for a month now, and I would appreciate a clear, final set of steps to finally resolve the issue.
Following up again — it’s now been over a month since this ticket was opened, and unfortunately, we’re still nowhere near a resolution.
As mentioned, I updated the temporary login with a 1-week duration. It’s been 3 full days since then, and we haven’t received any feedback or next steps. This delay is becoming frustrating, especially considering the client’s ongoing issue
Hello,
We truly appreciate your kind patience and sincerely apologize for the unexpected delay in our response.
We checked your site again and are still experiencing the caching issue. Even with all plugins deactivated, the sitemap is working when it shouldn’t. We also tried clearing all possible caches on your website, but the issue persists.
You can check the new screencast in the sensitive data section for your reference.
In this case, we can only recommend reaching out to your hosting provider and asking them to clear the server-side cache to see if that resolves the issue.
Let us know how it goes. Looking forward to helping you.
Thank you.
As I already mentioned before, this issue was supposed to be tested only on the experimetns site. The staging environment is only to be updated after a confirmed reproduction and fix on the experimetns site — not before.
Also, caching on experimetns site is disabled.
We’ve been going in circles for over a month now, and instead of getting closer to a solution, we’re revisiting the same steps again and again. I need a clear, final, technically valid approach to solving the actual problem.
Please let me know what you need from my side once, so I don’t have to keep re-sending access and repeating details that have already been shared multiple times.
Hello,
As the sitemap continues to work even with the Rank Math plugin disabled, and caching is confirmed to be off on the experiments site, this points to a server-level conflict rather than an issue with Rank Math itself.
To move forward efficiently, please confirm if the must-use plugins are still disabled as they are still active in the staging site. The FTP also doesn’t seem to point to the staging site’s folders.
Looking forward to hearing back from you.
Have you actually visited the site? I’m asking this sincerely, because I just checked again and all plugins are currently disabled, and yet the sitemap at
https://env-evabootcom-experiments.kinsta.cloud/video-sitemap.xml
is returning a 404.
I’m struggling to understand how you keep suggesting that the sitemap is “working” and blaming caching, when the entire plugin is off and the sitemap literally doesn’t exist.
Also:
Yes, I already shared the FTP path. Multiple times. Specifically:
/www/evabootcom_385/public/wp-content/plugins
If your team still can’t locate the folder, I’d recommend checking that they’re looking at the correct server
Please stop sending canned responses blaming caching, especially since caching has been disabled on the experiments site. This back-and-forth has been going on for over a month, and all I’m asking now is:
1. Have you actually visited the experiments site in your browser and tried to access the sitemap?
2. Have you read this thread before replying, or is this just a support-speedrun attempt?
Please provide a final, actionable list of what exactly you need from me (if anything) so we can stop going in circles. I’ve already disabled the MU plugins, cleared caches, handed you logins, sent you paths, and explained the setup ten different ways.
Looking forward to finally seeing a real fix — not another screencast of someone typing “video-sitemap.xml” into a browser bar and shrugging.
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.
