Help with Critical Error – website down

  • Unknown's avatar
    officialfloatology · Member ·

    I updated to the new WordPress and it seemed to be successful and now we are getting a critical error saying the website is down. Can someone chat with us about this?

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

  • supernovia · Staff ·

    Hi! Since we manage updates for our users, it sounds like your site might be with another hosting provider. Can you contact your host for help with this?
    https://wordpress.org/support/article/common-wordpress-errors/

    Going forward, these forums are for the sites hosted here on our servers. There is another forum for the free WordPress software that you’ll want to use instead. You can find that here:
    https://wordpress.org/support/forums/

    And if you’d like more info about the difference between the WordPress software and the services by WordPress.com, we have more info here. Let us know if you have any questions!

  • Unknown's avatar
    officialfloatology · Member ·

    If I moved the hosting over to WordPress would I be more able to get help on this? I just want to get it fixed, plus we want to do a lot of website updates, and so we’d be fine updating to the wordpress.com hosting and full services. Is it pretty easy to move the hosting over to WordPress?

  • Unknown's avatar
    helper-heroponriki · Member ·

    If I moved the hosting over to WordPress would I be more able to get help on this? I just want to get it fixed, plus we want to do a lot of website updates, and so we’d be fine updating to the wordpress.com hosting and full services. Is it pretty easy to move the hosting over to WordPress?

    It’s “easy” depending on your skill level, but you will have our support team on call to help you if you have any questions or problems. However, with your site being down, you wouldn’t be able to do anything until you can access it again.

    Looking at the recent live chat you had with our support team, it looks like GoDaddy is your hosting provider. To avoid confusion, there are three different “WordPress” at play here:

    1. The free, open-source WordPress software which powers your website.
    2. WordPress.org which is the open-source project that works on the WordPress software and where you can get the software for free to use on your own hosting provider.
    3. WordPress.com which is a managed hosting provider of the WordPress software and with whom you’re contacting now.

    Also, WordPress.org is not a hosting provider – they just develop the software you use on your site.

    Since GoDaddy is your current hosting provider, you should contact them for help with this issue. Since they’re hosting your site’s files, they also have access to those files and are the only ones at the moment to help you regain access to your site.

    Once your site is back up and running, feel free to reopen that live chat and someone there can help walk you through the steps needed to transfer your site to us.

    I hope that helps!

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