Hello,
Thank you for contacting the support and sorry for any inconvenience that might have been caused due to that.
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/
Here is a video you can follow as well: https://www.youtube.com/watch?v=FcIWRhcUP2c
Only the site admin would know and your users won’t be affected by this troubleshooting.
We really look forward to helping you.
Hi,
Good day. I already perform this one, and there is nothing that can conflict with the redirection. I will send you the configuration of the redirection -> https://snipboard.io/sHNuhX.jpg. I hope this helps.
Also, I am on the latest version of RankMath. Here is the site info -> https://pastebin.com/Pgzkpz1t. I hope this helps too.
Cheers,
CJ
Hello,
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,
I’ve checked the affected page, and it seems to be only showing a blank page.
I tried troubleshooting your current plugins/theme and the issue persists even with only the Rank Math plugin enabled.
Can you please share us the FTP login details in the sensitive data section? So that we can investigate the issue further for you.
For initial troubleshooting, please take a backup of your .htaccess file and replace it with the default WordPress .htaccess file. You can get the file here: https://wordpress.org/support/article/htaccess/
You can follow this guide to edit the .htaccess file:
https://rankmath.com/kb/edit-htaccess/
Looking forward to helping you.
Thank you.
Hi,
Thank you so much for your time in looking into this issue. Unfortunately, I don’t have permission to give FTP or have FTP access since I only manage the SEO part. Are there any ways we can work around it? Can you install a File Manager plugin instead of the FTP?
Cheers,
CJ
Hello,
Since we are trying to edit the .htaccess file, there may be a chance to misconfigure it when troubleshooting the issue which may cause downtime for your website, the only way to revert that is to reset the .htaccess via FTP.
Can you please try following the steps my colleague presented and try resetting the .htaccess file?
Looking forward to helping you with this one.
Hello,
Thank you so much for replying and assisting me through this. Our client purchase the paid version of this plugin and we are currently using it, however I am trying to reach out to you with a free account.
Furthermore, I already updated the htaccess to default.
Cheers,
CJ
Hi,
I tried viewing the redirect using what you have created. It is in REGEX form. Upon checking, it redirects to the page correctly, however if I remove the (.*) then the issue still exist. Is it working fine now? Especially some of our existing user are still using the old URL /features/api-web-service do they automatically redirect to the new page which is /amzpecty-api-web-service/
Cheers,
CJ
Hello,
Can you please share your client’s email address that they used to purchase the subscription or the receipt? We need to verify the transaction first.
We would like to further troubleshoot the issue but the temporary login is currently not active or expired.
Can you please renew/extend the temporary login for us?
Looking forward to helping you with this one.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hi,
Thank you for looking into this issue. The email address that is used to purchase the pro is this -> s******@i**************. Let me know if you can verify this one.
Also I updated the link to the temporary admin access.
Cheers,
CJ
Hello,
At the moment, the moment, the affected URL is still throwing a blank page.
After a couple of troubleshooting, I noticed that the affected URL is returning an error response that doesn’t reach WordPress hence, Rank Math wasn’t able to process the redirection. Please refer to my screenshot below:
This may now be a server-level issue. Can you please check this one with your hosting provider and see why this certain URL is returning an error or a timeout issue?
Looking forward to hearing back from you.
Hi,
Thank you so much for your continued support. I will let them know about this issue.
Let me share a story about what the client wants on this one. First of the original URL is this amzpecty.com. And we are currently building their new website on this URL alpha.amzpecty.com. They want us to first create all the redirects on the alpha URL before migrating to the original URL. I’m stuck on this 1 page which is the /features/web-api-service. Since all the pages are redirected except this one, I might suggest doing the migration maybe that could resolve the issue? Let me know your inputs.
Cheers,
CJ
Hi,
First off, thank you so much for the constant help. Never regret letting our client purchase the premium. I had to fix it in a conventional way by just creating a page (Features) and renaming the page. There will no longer a redirect happening so we can access the site without a problem -> https://alpha.amzpecty.com/features/api-web-service/
Cheers,
CJ
