Site down

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  emsn21 · Member · Mar 5, 2024 at 7:23 pm

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  Hi,
  I can’t access either my wp-admin, nor my website (a-flea-quest.com). Both are down since now few days. I checked via jetpack and gave me this error ‘XML-RPC is not responding correctly ( 500 )’. I accessed my FTP explorer and deleted all the plugins I thought could be the problem… to no avail.

  Before getting the error, I think I installed a new plugin or was updating and it got disconnected? I can’t recall exactly.

  Furthermore, I had received an email explaining there was a critical error and I could access my site on recovery mode, but I did not see the email that same day and the links are now expired.

  What can I do now?

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  aisajib · Member · Mar 6, 2024 at 5:16 pm

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  Hi there! 

  Unfortunately, we cannot assist because your site is not hosted on WordPress.com. It’s a self-hosted WordPress.org site hosted by a different hosting company, OVH. 

  We do not have access to self-hosted sites, so I cannot see the setup of the backend of your account.

  To clarify:

  • WordPress.com is a managed host platform that offers WordPress in a pre-customized server environment already set up for you to build your site. Hosting with WordPress.com is free, and the server, security, updates, and site optimization are all handled by us. We offer free and paid plans that provide additional features for your site based on your needs (plugins, custom themes, etc). You also have access to professional assistance via Happiness Engineers to address any issues you encounter.
  • WordPress.org is a self-hosted platform, meaning you download the WordPress software and install it on a web server from a host of your choosing. You have to pay the host when you’re self-hosting, and the server, security, updates, and site optimization are all handled by you. This gives you more flexibility and control of your plugins, themes, and code but also more responsibility to ensure those things are operating correctly.

  Our support page dives more into the differences:

  https://en.support.wordpress.com/com-vs-org/

  I recommend contacting your site host, as they would be better positioned to assist you since they have access to your account. Also, the open-source forum community is always available and prepared to help users with self-hosted sites: https://wordpress.org/support/forums

  Thanks!

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  emsn21 · Member · Mar 6, 2024 at 9:40 pm

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  Hi!

  Thank you for your answer!

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  aisajib · Member · Mar 7, 2024 at 10:12 am

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  Hi there!

  You’re welcome! :)