Urgent: Bereavement Site Support

  • Unknown's avatar
    zesprix · Member ·

    Hello, I am writing on behalf of my father in law and our family in hope for support.

    He has passed away and we are stuck with broken code on his business site and can not log into the /admin page. We urgently need to get back into the admin view so we can contact customers and close out his business.

    Issues that have occurred:

    – The website had WooCommerce plug ins which I tried to disable last week when we wanted to prevent orders for his products while he was in hospital
    – I was able to log into the backend of the WordPress account and deactivated all plug ins that had ‘woocommerce’ named in them (including: MYOB, MailChimp and a few others)
    – I clicked to deactivate the main Woocommerce plug in and the website shifted from the admin view to a PHP error message (see at bottom of this post error details)
    – When I now try to use his log in details to WordPress I am sent to a different website admin page (what appears to be an old website that he set up)
    – When I try to go to the URL/Admin I see the same error message

    I’ve sent a message out to the company that I believe hosts his website but am not sure if I need to find out who did his integrations or what to do really…

    ERROR when I attempt the URL/Admin

    Fatal error: Uncaught Error: Class ‘WP_Background_Process’ not found
    in /home/62775-49627.cloudwaysapps.com/ngpckjjnvc/public_html/wp-content/plugins/myob-integration-2.7/includes/background-processes/class-opmc-order-batch-process.php on line 6

    Call stack:

    require_once()
    wp-content/plugins/myob-integration-2.7/includes/class-opmc-myob-connector.php:88
    Opmc_Myob_Connector::__construct()
    wp-content/plugins/myob-integration-2.7/myob-integration.php:103
    WC_MYOB_Integration::__construct()
    wp-content/plugins/myob-integration-2.7/myob-integration.php:91
    WC_MYOB_Integration::get_instance()
    wp-includes/class-wp-hook.php:307
    WP_Hook::apply_filters()
    wp-includes/class-wp-hook.php:331
    WP_Hook::do_action()
    wp-includes/plugin.php:474
    do_action()
    wp-settings.php:450
    require_once()
    wp-config.php:98
    require_once()
    wp-load.php:50
    require_once()
    wp-blog-header.php:13
    require()
    index.php:17

    WP.com: Unknown
    Jetpack: Yes
    Correct account: Unknown

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

  • supernovia · Staff ·

    I’m so sorry for your loss. I know how difficult those first several weeks can be, dealing with the grief and an overwhelming to-do list at once. And technical issues can’t make that easier.

    The site isn’t hosted here with us, but this is a good start:

    I’ve sent a message out to the company that I believe hosts his website but am not sure if I need to find out who did his integrations or what to do really…

    I’d ask them if they can restore a recent backup, hopefully one without any new purchases. We back up our sites regularly here, and I’m guessing your host does the same. You’ll want to get the site back to normal first. Re-activating all of those plugins may also do the trick, but a recent backup is your best bet.

    Then I’d recommend using a Maintenance Mode plugin temporarily. That would let you deactivate the whole site for everyone but admins, except for a single page that you can customize as you’d like. You can find several options here:
    https://wordpress.org/plugins/search/maintenance+mode/

    Then there are a few different options you can use to stop purchases in WooCommerce altogether as you like, while still allowing you to manage existing orders. We’ll see if we can find the option the WooCommerce folks recommend and update you here.

    So, getting all that in fewer words:

    1) Get a backup restored if at all possible. The host should be able to help with this, or if you have a backup plugin, that could work too.

    2) Add and activate a Maintenance Mode plugin until you can disable purchases

    Also, you would normally want to use the forums for self-managed WordPress sites. These are more for the free sites we host. But we’re happy to try to help you get pointed in the right direction, at least. Again, so sorry for your loss.

  • supernovia · Staff ·

    Here we go. Disabling all payment methods might be a good way to prevent anyone from buying anything. You can do that at WooCommerce > Settings > Payments.

  • Unknown's avatar
    zesprix · Member ·

    Hi thanks, for the reply.

    I’m really struggling to find out who hosts the site at the moment.

    The main issue that I’m finding is that I can’t log into the site to try to reactivate the plug ins or access the back end at all.

    I have his log in details that were working previously (when I initially deactivated the plug ins) however now what is occurring is:

    1) When I log into through the wordpress.com log in flow (with the previously used log in details) the website (zenian.co.nz/admin) we are trying to manage doesn’t appear in the dashboard

    2) When I try to use his log in URL or go to zenian.co.nz/admin the ‘fatal’ error pop up covers the page.

    I’m not exactly sure if the website hosts will be able to help with this issue.

    I appreciate your help even though the site isn’t a free hosted page. If you can provide additional support for a service fee I would be happy to do that.

    Thanks!

  • kokkieh · Staff ·

    Hi there,

    I’m really struggling to find out who hosts the site at the moment.

    Normally one can see who the host it by looking at the domain’s DNS records, but in this case the DNS is being routed through CloudFlare.com, so the actual host’s DNS isn’t visible. But if you contact CloudFlare, they might be able to tell you who the host is.

    Your father in law would also have been paying a monthly or annual hosting fee for the site, so if you check his emails or financial records you might be able to see who the hosting provider is there.

    1) When I log into through the wordpress.com log in flow (with the previously used log in details) the website (zenian.co.nz/admin) we are trying to manage doesn’t appear in the dashboard

    That’s expected, yes, as the site isn’t hosted on our servers, and not connected to your account via the Jetpack plugin.

    That site has its own admin user account, with its own unique login details you use to log in. But…

    2) When I try to use his log in URL or go to zenian.co.nz/admin the ‘fatal’ error pop up covers the page.

    …if the fatal error is breaking WP-Admin or the login page itself, you won’t be able to log into that account.

    In that case you’ll need to disable the plugin causing the error manually, either in the database, or by renaming the plugin’s folder directly on the server. Both these things can only be done via the hosting provider.

    I appreciate your help even though the site isn’t a free hosted page. If you can provide additional support for a service fee I would be happy to do that.

    As much as we’d love to help, there really is nothing more we can do here, as we don’t control the server where this site is hosted. But hopefully you’ll be able to find the hosting provider with the info I gave above.

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