Hello,
Thanks for contacting us and sorry for any inconvenience that might have been caused due to that.
We might need to take a closer look at the settings. Please edit the first post on this ticket and include your WordPress 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,
I logged into your website’s admin area and was able to replicate the issue.
Could you please check with your web host if the ModSecurity feature is enabled on your server as it can cause similar issues? If yes, please disable it and see if that fixes the issue.
Please let us know how that goes.
Thank you.
Hi we’ve tried disabling ModSecurity and it still doesn’t move past the connect screen. I was able to get it to work on our staging server but that’s a different platform/host. I’ll update the sensitive data section and you can try to fix it on the live site.
Hello,
Please head over to your FTP and please rename your .htaccess to something like .htaccess-old for backup and create a default one.
You may refer to WordPress’s guide to create a default htaccess file and see if resetting the htacess will resolve the issue: https://wordpress.org/support/article/htaccess/
If the issue persists, please share the recent server log here as we can’t seem to determine what’s causing this issue.
Looking forward to helping you with this one.
Hi,
we’ve also tried to change the .htaccess file to default coding but still RankMath plugin not working and does not give any error logs.
Hello,
Could you please also share your staging site’s FTP so we can investigate further?
You can get in touch with your web host for assistance with this data. Here’s the format of the credentials:
Host/server name:
Username:
Password:
Port:
Looking forward to helping you.
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.
