Hello,
Thank you for contacting Rank Math and bringing your concern to our attention. I’m sorry for any inconvenience this issue may have caused you.
5xx errors are usually caused due to server misconfiguration or other server issues.
Can you please share the website error log with us? Having the error log file will give a clear idea of why this might be happening.
You can follow this guide to enable debugging in WordPress
https://wordpress.org/support/article/debugging-in-wordpress/ or you can get in touch with your web host, they will help you locate the log file.
Meanwhile, you can also check if any plugin or theme is conflicting with Rank Math. To determine that, please follow this guide:
https://rankmath.com/kb/check-plugin-conflicts/
Let us know how this goes.
Thank you.
The site logs are excel sheets, where should I send them. Or would it be better to get you a temporary login to view it there?
Hello,
You can use tools like https://wetransfer.com/ to share the files with us.
Also, we might need to take a closer look at the settings. Please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
Please do take a complete backup of your website before sharing the information with us.
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.
Hello,
To access the site logs, it requires an email and password login. Are you able to download the logs and share them here with us instead? You may use the tool my colleague recommended.
We also would need to ask for your FTP to further check why the route isn’t working. If you are not sure where to find this, you may ask your hosting provider.
Looking forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
It’s normal to see a 404 error when you access the route directly on your browser because that is done with a GET request and the route should be used only with a POST request.
Since you get a 500 error when trying to submit a single URL, the error is coming directly from the server and the server error logs will have more information on the failure.
The FTP access you created doesn’t include the server error logs so we cannot check those and see where exactly this submission is failing.
You need to get the actual Nginx or Apache error logs to be able to see what the server is encountering when the POST submission is done on the website.
Don’t hesitate to get in touch if you have any other questions.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
The login link to your site is no longer working. Could you please check?
However, I’ve already updated the wp-config.php on your site to enable the debug mode. Please try submitting the URLs again and check the debug log in your website’s directory.
Let us know how this goes.
Thank you.
I just went to get on the site to do this, it’s down with a 500 error.
The site is back up and WordPress said you updated the config file incorrectly and that caused the error
Hello,
Apologies for the inconvenience.
The login link you have shared is no longer working so we’re unable to check your site further and test the issue.
However, the debug mode in this case wouldn’t help as the errors are coming directly from your server, so only the server admin can check the logs from your site since the request fails from the server-level as mentioned by my colleague above.
You may get in touch with your host regarding the server error logs and share it with us to investigate the issue further.
Let us know how this goes.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
We would like to test the indexing API route submitURLs to generate the error log. However, the username and password you shared to login to WordPress are still incorrect, we can’t login.
Can you please verify once more so we can debug this further?
Looking forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
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.
