Critical error and no ftp access

  • Unknown's avatar
    irfanadar · Member ·

    Yesterday, something went wrong with my site and I am getting a critical error message. I tried disabling the plugins but when I try to disable and deactivate the wordpress importer plugin, it says that is fails to do so. I think that is the issue, because I think it updated a couple of days ago.
    I tried to use Filezilla to disable the plugins manually, but I am not able to log in to it with the ftp credentials I had saved. I also cannot figure out how to run phpmyadmin on my mac.
    My site has been down for two days and I don’t know what to do. Please help!

    WP.com: Unknown
    Jetpack: Yes
    Correct account: Yes

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    helper-heroponriki · Member ·

    Hi there,

    Apologies, but we can’t help with your issue directly because we don’t host your site on our WordPress.com managed hosting.

    To explain, we are a fully managed hosting provider and use a custom server environment that is optimized for WordPress, provides built-in security and performance improvements, as well as in-house support for your site questions.

    Because of the way we’ve optimized our service, we also use a customized version of WordPress that is different (under the hood) from what you use at your current provider. As a result, we do not have access to your site and are not familiar with the source of your issue.

    You definitely have the option to move your site to us so we can provide in-house help, using our migration plugin: https://wordpress.org/plugins/wpcom-migration/ and the site would need to be on the Business plan.

    As it stands now, we cannot help since it is hosted elsewhere. The good news is that help is available here at the open-source WordPress forums: https://wordpress.org/support/forum/how-to-and-troubleshooting

    The folks in that forum are more familiar with these kinds of issues and are in the best position to help. Thanks!

  • Unknown's avatar
    irfanadar · Member ·

    Ok, thank you! I thought that mine is a free wordpress.com site and I have just bought a custom domain name from elsewhere. In which case it is hosted on wordpress…

  • aleone89 · Staff ·

    Hey there,

    Currently, the site is hosted with GoDaddy and the domain is using GoDaddy name servers: 

    ns73.domaincontrol.com
ns74.domaincontrol.com

    Whilst these name servers are in use, the site is on their servers.

    That said, I can see where the confusion has arisen as the domain is attached (but not in use with…) the installation corporealmime.wordpress.com – which is a free WordPress.com site.

    As above, for us to be able to clear that error, the site would need to be hosted with WordPress.com and we can totally help with that migration using this plugin above: https://wordpress.org/plugins/wpcom-migration/ :)

    I hope this helps.

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