Jetpack Debugging Not Working

  • Unknown's avatar
    nsaulter · Member ·

    Hello, my site is down and I’m trying to use the Jetpack Debug tool. Every time I select my site and click ‘debug your site’ it waits for a few minutes and then the error page comes up showing ‘Whoops! There was a small systems error. Please try refreshing the page and if the error is still there drop us a note and let us know.’ My AWS Lightsail page says the site is ‘Running’ and I’ve rebooted it once. My site remains down and the Jetpack Debug tool will not provide any information. I do see on the Jetpack activity log that I have an Elementor update available. Not sure if this is related to my site being down, but I can’t access the plugins page so I can’t update the plugin. Any information or help about solving this issue would be greatly appreciated. Thank you –Nate

    Site: https://www.projecthealthyschools.org.
    WP.com: Unknown
    Jetpack: Yes
    Correct account: Yes

  • Unknown's avatar
    nsaulter · Member ·

    I think I figured out why the site went down, I am seeing in the Jetpack activity log that there are a ton of “Setting changed” examples. Each one is a “Website address (home url) set to” and “WordPress address (site url) set to“. Then there are examples of my url being changed to “http” “https” “www” and the address without “www”. I think this is related to my attempts to add an SSL certificate to the site–we are currently a “http” site. But I haven’t done anything major to the site except upgrade my Really Simple SSL account. I can only see as far back as 10:56am the day the site went down (Aug. 27, 2021). It shows there was a Website address change or WordPress address change 14 times between 10:56am and 11:51am. Then Jetpack showed the site being down at 12:00pm. Then on the 29th there was one Website address change and one WordPRess address change. Same for the 30th. Does anyone know how to fix this issue? This is the first website I’ve ever created. The university I work for is in control of the domain name, but I believe I can request access to it from them. And then for hosting we are using AWS (Lightsail). Thanks in advance for any thoughts on the issue.

  • aleone89 · Staff ·

    Hello there,

    I’m glad to see there’s light at the end of the tunnel here.

    A change in http to https, along with www and non-www has been known to affect a Jetpack connection.

    Once the above changes are made and settled, my advice would be to disconnect Jetpack as per these instructions here: https://jetpack.com/support/disconnect-jetpack-sites/

    It would be worth then clearing the site cache, and then reconnecting: https://jetpack.com/support/reconnecting-reinstalling-jetpack/

    I hope these steps help.

  • Unknown's avatar
    nsaulter · Member ·

    Thanks for the reply, aleone89, I appreciate your input. I was able to finally get my site back online after changing the url in the wp-config file using the AWS SSH tool with Bitnami. However, although that got it back online and I am able to login to my site’s WordPress dashboard, it’s clear the site still has issues (really long page load times). I can see in the Jetpack activity log that my site’s url keeps getting changed again. I really wish I knew what plugin is causing this. Or if I’m simply doing something wrong that causes the site to change the url over and over again.

    Since I was able to get back into my dashboard, I noticed I do have an UpdraftPlus back-up of my site from the day before my site went offline, I’m wondering if I should try to restore that? Although, if it will only be a temporary fix, maybe not?

    After my site came back online I was given the following notices from my Site Health page:
    – Jetpack “Identity Crisis”: Your url is set as ‘3.15.74.91/’, but your WordPress.com connnection is listed as ‘projecthealthyschools.org/’
    – Jupiter X (my site’s theme) “Required PHP modules are missing: the required module, imagick, is not installed or has been disabled.
    – Security “Background updates are not working as expected”: your installation of WordPress prompts for FTP credentials to perform updates. (Your site is performing updates over FTP due to file ownership. Talk to your hosting company) — FYI, I did submit a ticket to AWS, have not heard back yet.
    – Performance “Your site is running an older version of PHP (7.3.11), which should be updated.

    With this information in mind, aleone89, would you still recommend I go ahead and disconnect Jetpack?

    Thanks again for the advice!
    Nate

  • supernovia · Staff ·

    Hey there,

    I really wish I knew what plugin is causing this.

    There’s a plugin for that. It lets you as an admin disable all other plugins and even your theme, without affecting the live site:

    Health Check & Troubleshooting

    Before you go that route, though, could you just double check the site url settings once more? It’s under Settings > General. If those are correct, proceed.

    Also, for general WordPress.org help, we’d recommend the forums for self-managed sites, as they’ll know more about the types of issues you’re seeing:
    https://wordpress.org/support/forums/

    Our forums here are mainly for the free sites hosted by WordPress.com, and they’re a little different: https://get.wp.com

    Hoping this helps!

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