Hello,
Thank you 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 & 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.
Saving edits in DIVI
#317361
Hi Miguel,
Before I begin, you should know that I have not yet made my website public as I am still working on it.
I am concerned that if I supply my WordPress login details as requested that my site will become compromised and anyone will be able to login to my site?
Do I have a guarantee that this sensitive data will be removed once this support ticket has been resolved?
I do not use an FTP client.
What is my Rank Math API key used for? I am sure I have already entered the API key when I first installed it.
What is the best way to do a complete backup of my site? Do I do a backup download to my desktop via Jetpack or is there a better way.
Please let me ASAP know before I begin.
Is Rank Math compatible with Dive Builder, WooCommerce, Jetpack and Smush
Lastly, can I continue working on my website while you do your investigations?
Many thanks
Andre
Hello,
1. The sensitive data section is completely secure, only you and our support staff have access to the sensitive data section.
2. Yes, when a ticket is marked as resolved, the data is removed from the sensitive data section.
3. The API key is used to install Rank Math with Composer:
https://rankmath.com/kb/install-rank-math-pro-with-composer/
However, we do not use API or License key to connect the account, you only need to connect the Rank Math account from the Rank Math dashboard > Help
4. You can backup using this plugin: https://wordpress.org/plugins/updraftplus/ or it would be better if you ask your web host to take a backup.
5. Yes, Rank Math is compatible with Divi, WooCommerce.
JetPack and Smush are not added to our compatibility list, but many of our users are already using those plugins along with Rank Math without any issues.
We would recommend, that you don’t make any changes to the website while we investigate the issue.
Before you share the details, can you please get in touch with the web host and ask them to set the following values:
PHP Memory Limit: 512M
Max input time: 150
PHP time limit: 120
PHP max input variables: 1000
Please follow the instructions in my colleague’s reply to share the logins.
We look forward to helping you.
Thank you Anas
I will get hold my web host which is WordPress and ask them to do these settings.
Do they have to then reset these values back to where after you have completed your investigations?
Why are we changing these values/ What purpose do the changes serve please?
Let me know – thanks
Andre
When I do a backup via Jetpack (which is automatic) is that a good enough backup?
Or should I still ask my host to do a backup?
Hello,
Do they have to then reset these values back to where after you have completed your investigations?
If you have higher values than the ones suggested by my colleague, then you can avoid changing them. But if that’s not the case, then you should at least have those values set at all times (even after we’ve completed the investigations).
Why are we changing these values/ What purpose do the changes serve please?
Whenever you perform any operations on the website, they are sent as requests to the server. Now, the server should be capable enough to handle those requests.
The values mentioned by my colleague are the recommended PHP values to allow the server to handle requests easily. As I mentioned previously, you should have higher or at least the values mentioned by my colleague at all times.
When I do a backup via Jetpack (which is automatic) is that a good enough backup?
If that is a complete backup of the website, then it is fine. If not, you may ask your web host to take a backup and then share the WP logins so that we can investigate further.
Looking forward to helping you.
Thank you.
Thank you Prabhat
I will let you know when that is done.
Andre
Hello,
Sure, we’re looking forward to helping you.
Thank you.
Hi – okay I contacted WordPress and they have done a full backup now and they assure me that the PHP are well with the limits you suggested.
Please see:
https://wordpress.com/support/php-environment
I have enabled Rank Math plugin as requested.
If you please proceed now and do your investigation into why I cannot make changes and edit on my website while Rank Math plugin is enabled.
Please do not make any content, design, coding or any CSS changes to my site.
Please let me know as soon as you are done so that I can continue working on my website.
Thank you
Andre
Hello,
I tried to log in but it is asking for a verification code:
Please disable this so we can log in and investigate this further.
Looking forward to helping you.
Hello,
Due to the fact that we are a distributed team having time-limited codes will make it difficult to debug the situation because by the time one of our team members gets back to the ticket the code is likely expired.
Could you please disable 2FA temporarily so we can access the website and perform the debugging without requesting a code each time?
Looking forward to helping you.
Hi,
I have disabled the following option “Allow users to log into this site using WordPress.com accounts”
You should be able to login now and do your debugging on my site.
Please do not link Rank Math to Google yet (I will do that later on when I am ready)
Please do not make any content, design, coding or any CSS changes to my site.
Also please do not add or delete coding or any CSS on my site.
Please let me know as soon as you are done so that I can continue working on my website.
Thank you
Andre
I have also turned two-step authentication off for you.
Thanks
Andre
