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.
Could you please share the old and the new URL so we can check as well? You can add them in the sensitive data section
It is completely secure, and only our support staff has access to that section.
Meanwhile, please check if this option is enabled on your site:
https://rankmath.com/kb/redirect-attachments-to-the-media-url/#num-1-enable-redirect-attachments
If so, please try disabling it and check if the issue still persists.
Looking forward to helping you.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Thank you for explaining the issue in detail.
I tried replicating your issue from my end but it seems to be working just fine as you can see in my video screencast below:
https://i.rankmath.com/krQCk3
For initial troubleshooting, please follow this detailed guide: https://rankmath.com/kb/check-plugin-conflicts/
Only the site admin would know and your users won’t be affected by this troubleshooting.
If the issue persists, we may need to check this one over your admin dashboard. Please edit the first post on this ticket and include your WordPress login 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.
Hey there, could we schedule a screensharing session where you can help and explain me the necessary steps so I can do them in the future. I have an admin account and am able to edit the necessary settings. Please let me know and I’ll send you a meeting link.
Thank you very much!
Hello,
Sorry to disappoint you but as we’re a globally distributed team, meetings/screen sharing/calls are beyond the scope of our support.
However, please follow this guide and only keep Rank Math and a default theme active: https://rankmath.com/kb/check-plugin-conflicts/
Then enable the Auto Post Redirection option and change the URL of a post and see if the redirection gets created.
If yes, you can continue following the above guide to determine the plugin/theme causing the issue.
In case the issue persists, you can share the logins as requested by my colleagues so that we can further investigate. If you’re not comfortable sharing the logins of the live website, you can create a staging website and share its logins so that we can perform the troubleshooting there. Here’s how you can create the staging website: https://www.wpbeginner.com/wp-tutorials/how-to-create-staging-environment-for-a-wordpress-site/
Looking forward to hearing back from you.
Thank you.
Dear Prabhat,
Thank you very much for your answer. I tried to run the same test that you did in the screenrecording video you sent me but unfortunately, when we edit the snippet, the URL doesn’t addapt automatically so I can not test this way if the redirections work. I’ll send you screenshots attached.
Usually we edited the URL in the permalink manager of wordpress I guess. Please check out the screenshots I’m sending you with this link. Could this be the problem? And why does the URL not change automatically when we edit the snippet in Rank Math?
https://imgur.com/a/0AuoYNN
Unfortunately I’m not allowed to share my login data with you. Is there another possibility of support, via calls for example? As we are paid users. We have the PRO Version, that must have been purchased by the email adress m*@e*********** or m*@f*****************.
Please let me know what we can do. I couldn’t get further in this issue.
Also we don’t have a provider for the website, so creating a stage website seems to be something very complicated, as we couldn’t find the plug in described in the article within the plug ins we are able to install on our website.
Thanks in advance!
Hello,
Sorry, but providing support over calls falls out of the scope of our support. To check this further, please record and share a screencast while replicating the issue. You can use a tool like https://loom.com/ to record and share the screencast.
We really look forward to helping you.
Hello,
I recorded the issue. Please see the screenrecording here:
https://www.loom.com/share/b6e52048dfde4f6684ad0e38a1a8cf0f
Thank you very much!
Hello,
The redirections are only created when after changing the permalink/URL, you update the page.
In your screencast, you only published the page but did not update it after modifying the URL. Please change the URL in the Permalink field of Rank Math and then update the page and see if that helps.
Here’s a guide for a quick reference: https://rankmath.com/kb/how-to-redirect-posts-after-changing-urls/
I tested with the Permalink Manager plugin on my end and was unable to replicate any issues with the Auto Post Redirect option.
Please perform the above step and let us know how it goes.
Thank you.
I’ll try again and will let you know. But the issue that I mentioned was also that even though I changed the URL in the Rank Math field, the URL above didn’t change and therefore also didn’t change when updating the page. So I can’t perform a change in the Rank Math plug in itself but only in the permalink manager. I’ll make a video for you to see.
Hello,
https://www.loom.com/share/52a63d8e933540038f1e641eccf5afaa
As you can see in the video when I want to edit an URL in the Rank Math plug in but it won’t change the URL even not after updating the page, I can only change the URL in the permalinkmanager and then update the page and of course the page updates. Still as you see there is no redirection created and also the automatic redirection won’t work. When entering the URL in a browser it seems that as well the new one and the old URL are the same page but the old URL is not redirected to the new URL. That’s what I was talking about and what we need assistance for.
I got an email that a new reply has been posted by Jimmy but I can’t see anything unfortunately. Could you please check?
Hello,
Thank you for the screen recording.
Could you confirm if you’ve followed the troubleshooting I mentioned in one of my previous replies to test by keeping only Rank Math active with a default WordPress theme? If not, please test it and let us know how that goes.
In case the issue persists, we will have to take a closer look at the website.
If you’re not allowed to install the staging website plugin, please reach out to your web host and they would be able to help you create a staging website where we can further investigate.
We’re 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.
