Hello,
Thank you for contacting Rank Math support, and sorry for the unexpected delays and 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.
Hello,
I have updated the sensitive data as requested. Can you please check further? FTP account is unlocked only for 12 hours
Thank you.
Hello,
We apologize for the unexpected delay.
I was able to access your WordPress dashboard, however, the FTP is no longer working. Can you please extend it for a couple of days so we can debug the issue? We need the FTP so we can revert back the site to a working state in case there’s a critical error in your website while we troubleshoot it.
Looking forward to helping you on this one. Thank you.
Hello,
thank you for answer. I unlocked the FTP account again. But web hosting allows me to unlock it for only 12 hours, then it locks automatically. But I could try adding your IP address to the allowed ones and then maybe it could work without unlocking.
I can also manually unlock FTP again and again. The access data will remain the same.
Hello,
Status update – I have set up a new FTP account and updated the access data for you in Sensitive Data. The account should be permanently unlocked.
Hello,
We deeply apologize for the inconvenience and the delay.
I was able to see the issue here after activating Rank Math plugin although I can’t see any errors related to Rank Math in the error log files.
After further troubleshooting, I noticed that the plugin “NextGEN Gallery” is causing conflict with our plugin.
Can you please contact the support folks from “NextGEN Gallery” and ask if they have a solution for this? See if they are able to determine what’s causing the issue.
Looking forward to hearing an update from you.
Hi,
Thanks for the reply, I wrote to support NextGen Gallery. Maybe he’ll help me with that.
Response from NextGEN Gallery:
It appears that this issue is going to be resolved in the upcoming NextGen Gallery update.
Looks like a combo of Elementor and NextGen conflict that’s side affecting RankMath. The next update should resolve it.
Thank you for help 🙂
Vitezslav
Hello,
Let us know how it goes.
Meanwhile, if you have any other questions, please feel free to ask.
We are here to help you.
Hello,
it has been a very long time since the error was reported when starting RankMath on the website http://www.moto-jets.cz, but the error still persists. I also reported the bug to the creator of the NEXT Gen Gallery plugin, but still Rank Math doesn’t work. Can you please help me in any way? The customer is already very angry that I cannot solve the problem.
Thank you very much
Vitezslav
Hello,
Can you please confirm if NextGEN Gallery already provided an update for this?
If the issue persists after updating the affecting plugin, we may need to check this issue again. Please provide your admin login and FTP again in the sensitive data section.
Looking forward do helping 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.
