Sites down
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Hi. Both my WordPress web pages are currently down, seraed.com and smartcoach.nu. It just says: “error establishing a database connection “ when I try to open the pages. I need help, as soon as possible!
The site I need help with is https://www.seraed.com. It is not hosted by WordPress.com or connected with Jetpack. This site is not linked to my WordPress.com account.
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Hi there,
Your sites are not hosted on WordPress.com, but using the open source WordPress.org software at another hosting provider.
Please contact support at your hosting provider for those sites directly for help with this.
For general help with the version of WordPress you’re using, you can ask the WordPress.org community over at https://wordpress.org/support/forums/
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Thanks Kokkieh!
I use Digitalocean, and they sent me this answer:
“Thanks for reaching out to us. I understand that your sites are down with a database connection error. This is a common WordPress error. Please see the following guide for more information on how to resolve this:
Please note, as a self-managed provider, we aren’t able to access customer Droplets at the command line or application level. This means we can only work from information you give us about your server in regards to error logs, configuration files, or the output of commands. However, we’re more than happy to help if you get stuck or have a question, so please don’t hesitate to ask.”
In other words, they are asking me to solve it myself, but I have no idea how to do that.
Who is “responsible” for helping me here? What customer service should help me? Digitalocean or WordPress?
Again, thanks a lot for taking time to answer me!
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What customer service should help me? Digitalocean or WordPress?
wordpress is just the software installed on your site. The only possible help you can get is by registering an account at the forum that assists with that software already provided above by @kokkieh
For general help with the version of WordPress you’re using, you can ask the WordPress.org community over at https://wordpress.org/support/forums/
You’re posting into the support forum for sites hosted at WordPress.com. This is another host like Digital Ocean but unlike them sites here get support by staff. If you’d like to consider moving your site here see
https://wordpress.com/support/com-vs-org/ -
Who is “responsible” for helping me here? What customer service should help me? Digitalocean or WordPress?
I’m afraid that the short answer is: Maybe neither?
There are two things commonly called “WordPress”.
1. WordPress the free open-source site building software from WordPress.org (this is what you used to build your website).
2. WordPress.com, a web host for sites using WordPress software.
The two are related, but completely separate entities. Please read this page for more info on how they are related:
As a completely volunteer based organization offering a free product, WordPress (the open-source software) does not have a phone number, an office, or a support team. So WordPress ITSELF (meaning WordPress.org) is not going to be able to help you here. Questions are often answered in their forums by helpful community members. So that may be a path to get some advice:
https://wordpress.org/support/forums/
WordPress.com (which you have reached via this email) is a business and does have a support team. But we can only assist with sites that are hosted on our servers. We cannot help with sites hosted elsewhere but built with the WordPress open-source software.
Should Digitalocean help you with this? That would depend entirely on what your hosting package offers for support. Some web hosts offer very high touch WordPress specific support (I would include WordPress.com here). Some only offer that kind of support in higher tier or WordPress-focused hosting packages. While others offer nothing aside from getting you set up with your server space and cpanel/FTP access. You’d have to ask Digitalocean what your specific plan offers. And if your current plan doesn’t offer what you need, if there is an option for more focused WordPress support on a higher tier plan.
Does that make sense? Let us know if not or if you have further questions.
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