Latest Update Causing Error

#136618
  • hi, any idea why I get this error message when I updated Rank Math today?

    “The site is experiencing technical difficulties. Please check your site admin email inbox for instructions.”

    I was then unable to view my dashboard. My hosting company looked at the error logs and told me it was Rank Math causing the issue. They turned it off and everything then looked normal.

    Thanks.

Viewing 11 replies - 1 through 11 (of 11 total)
  • Hello,

    Thank you for your query and we are so sorry about the trouble this must have caused.

    Can you please send us the full email that you received from WordPress about this error? It will help us determine the reason you are facing this problem. You could share your error log with us as well.

    We look forward to helping you.

    Hi, it was an online webchat which I do not have a copy of sorry. They basically renamed the plugin folder to check whether I was then able to view the dashboard, which I could. They checked their error logs and said rank math was causing an issue, but that’s all they told me. They renamed the plugins folder correctly and disabled the rank math plugin. Surely there must be other people with the same issue?

    I used Yoast for years until I switch 62 websites to Rank Math. However, I am losing faith in Rank Math as this is not the first time an update has caused issues.

    Hello,

    We are extremely sorry but can you please arrange for us to see the error logs? The update has worked fine for 99.9 perfect of the users we have but if it isn’t working for you for some reason – we want to find the root cause and ensure it never happens again. We thoroughly test each update before releasing and we have hundreds of beta testers also checking the releases on a plethora of different setups.

    However, we understand we cannot test with all live website scenarios and if you provide us with the error log, we will know exactly what it is that is causing this problem in the first place.

    We really look forward to hearing back from you.

    I’ll try and get them when the hosting company opens. Otherwise, I’ll need to switch back to Yoast and I really like Rank Math. I just can’t deal with situations like this where it makes me look bad to clients.

    I have raised a ticket with the host asking for them to send me the error log that mentions Rank Math.

    These are the logs I have been sent, I hope they help you:

    AH01215: PHP Fatal error: Uncaught Error: Class ‘RollbarErrorWrapper’ not found in /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/vendor/rollbar/rollbar/src/DataBuilder.php:1068: /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-admin/admin-ajax.php

    adroitrealestate.co.uk [Mon Jan 18 10:54:07 2021] [error] [client 217.146.82.107:0] AH01215: #0 /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/vendor/rollbar/rollbar/src/Handlers/ErrorHandler.php(59): RollbarDataBuilder->generateErrorWrapper(2, ‘include(/home/c…’, ‘/home/cluster-s…’, 444): /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-admin/admin-ajax.php

    adroitrealestate.co.uk [Mon Jan 18 10:54:07 2021] [error] [client 217.146.82.107:0] AH01215: #3 /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/vendor/composer/ClassLoader.php(322): Composer\\AutoloadincludeFile(‘/home/cluster- in /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/vendor/rollbar/rollbar/src/DataBuilder.php on line 1068: /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-admin/admin-ajax.php

    adroitrealestate.co.uk [Mon Jan 18 10:54:07 2021] [error] [client 217.146.82.107:0] AH01215: PHP Warning: include(): Failed opening ‘/home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/vendor/composer/../rollbar/rollbar/src/ErrorWrapper.php’ for inclusion (include_path=’.:/usr/share/pear7:/usr/share/php’) in /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/vendor/composer/ClassLoader.php on line 444: /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-admin/admin-ajax.php

    adroitrealestate.co.uk [Mon Jan 18 10:54:07 2021] [error] [client 217.146.82.107:0] AH01215: #2 /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/vendor/composer/ClassLoader.php(444): include(): /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-admin/admin-ajax.php

    adroitrealestate.co.uk [Mon Jan 18 10:54:30 2021] [error] [client 217.146.82.107:0] AH01215: PHP Fatal error: Uncaught Error: Class ‘RankMath\\AnalyticsData_Fetcher’ not found in /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/includes/updates/update-1.0.49.php:23: /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-admin/admin-ajax.php

    adroitrealestate.co.uk [Mon Jan 18 10:54:30 2021] [error] [client 217.146.82.107:0] AH01215: #2 /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-content/plugins/seo-by-rank-math/includes/class-updates.php(77): RankMathUpdates->perform_updates(): /home/cluster-sites/5/a/adroitrealestate.co.uk/public_html/wp-admin/admin-ajax.php

    Hello,

    We removed rollbar a long time back so it is really weird that you are still facing issues relating to it.

    We might need to take a closer look at the settings. Please include your WP logins in the designated Sensitive Data section.
    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/

    We really look forward to helping you.

    Hello,

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

    Thank you.

    Any update, please?

    Hello,

    We have reinstalled Rank Math SEO for you. Please check if the issue persists in the log?

    We also noticed that you are using outdated versions of WordPress and PHP. Please update both along with the rest of your outdated plugins to have a seamless experience with WordPress.

    Hope that helps and please do not hesitate to let us know if you need our assistance with anything else.

    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.

Viewing 11 replies - 1 through 11 (of 11 total)

The ticket ‘Latest Update Causing Error’ is closed to new replies.