Site is down

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  peri04 · Member · Jan 4, 2024 at 2:24 am

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  Access to the site, and to WP-admin, is broken.

  This is displayed when attempting to access the site:

  {“code”:”internal_server_error”,”message”:” / There has been a critical error on this website.</p> / Learn more about troubleshooting WordPress.</a></p>”,”data”:{“status”:500},”additional_errors”:[]}

  Jetpack says it is unable to connect, and has not connected in seven days.

  The dashboard does not list any plugins. However, when attempting to access WP-admin, this error is displayed:

  Warning: require_once(/home/customer/www/yesyoucancostumes.com/public_html/wp-content/plugins/genesis-simple-share//includes/class-genesis-simple-share-front-end.php): failed to open stream: No such file or directory in /home/customer/www/yesyoucancostumes.com/public_html/wp-content/plugins/genesis-simple-share/plugin.php on line 42

  Fatal error: require_once(): Failed opening required ‘/home/customer/www/yesyoucancostumes.com/public_html/wp-content/plugins/genesis-simple-share//includes/class-genesis-simple-share-front-end.php’ (include_path=’.:/usr/local/php74/pear’) in /home/customer/www/yesyoucancostumes.com/public_html/wp-content/plugins/genesis-simple-share/plugin.php on line 42

  There has been a critical error on this website.

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

• 

  aisajib · Member · Jan 4, 2024 at 7:27 am

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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, Siteground. 

  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!