Site down, Jetpack error and also disconnected from account
-
So today my site was down. Jetpack was showing an error, so I restarted Jetpack. After Jetpack was restarted, the site was still down, and additionally my account got disconnected from my domain (erellaz.com). This also prevents me from getting support, as when I do try to get support I get shutdown by a message telling me I do not own my domain (which I do).
So at this point I am unable to get support, and unable to do anything with my site, or account. Any suggestion to solve the problem or be able to contact support in such a situation would be welcome. Thanks!
The blog I need help with is: (visible only to logged in users)
-
Hey there,
Many thanks for reaching out!
I’ve taken a look and I can see that Jetpack is connected and the site is up also up and running.
Are you able to talk me through to where you’re seeing the outage of the site, or if your seeing any error messages please.
This will help me to retrace the steps to find out what could be happening with your site.
Many thanks in advance!
-
Hello
- A user alerted me the site was down, nobody could access it.
- I went to the site admin page and Jetpack had a redflag.
- On the Jetpack page, a red ribbon indicated Jetpack had crashed, and pointed to a documentation suggesting to disable the latest plugins and restart Jetpack. The documentation however is inconsistent with the version of JetPack on my WP account and the suggested method could not be implemented.
- I had recently installed the following plugin: SMNTCS Deactivate Image Compression, so I disactivated that, as well as ABC Pricing Table which I do not use.
- Clicking in the Jetpack menus I found a way to restart Jetpack (I do not precisely remember where), so I restarted Jetpack. I also activated 2 step notification at that point (probably not the best time to do it in retrospect, but I started to get a little worried).
- Then nothing worked: the site remained down, I got disconnected from my domain (new problem, after jetpack restart), and cut from access to support as support tickets require a domain connection to work! So I was stuck and posted here.
- Then on the minimalist WP page I still had access to (my site and everything else was gone at that point), I found a link to reconnect to my domain. I did that and stopped for the day, as it was already late.
- The following morning the site was back up, and I was reconnected to the domain. Jetpack was still down, but I started it up without problem and things seem to be working again: site up, reconnected to domain, Jetpack up and running.
- At that point I still had the problem of WP using absurdly high image compression for the site, but found, in the Jetpack menu, the option to deactivate “Image Acceleration”. With this I can achieve the quality needed for the site without the need of an external plugin like SMNTCS Deactivate Image Compression, which I suspect may have been the root cause of Jetpack’s crash and the cascade of problems that followed.
-
Hi there! 👋🏼
Thank you so much for providing a detailed report!
After analyzing your site logs, I noticed that this may be related to the fatal errors caused by the plugin “Restrict Media Library Access” v1.1 update (https://wordpress.com/plugins/restrict-media-library-access).
There was an update on
09/22/2023 05:21:58 PM UTC(version 1.1) which seems to have caused the issue.Then, on
09/23/2023 07:38:55 AM UTC, it was updated to v1.2, which addressed the issue, and the site recovered afterward.There are no further actions you need to take as it’s okay now 🙌🏻
I hope this helps!
-
Thanks a lot for your help and taking the time to do a deep dive in the logs.
Much appreciated.
- The topic ‘Site down, Jetpack error and also disconnected from account’ is closed to new replies.
WordPress.com Forums 