Website dissapeared after disconnecting jetpack
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After disconnecting jetpack as part of troubleshooting, the entire website and admin page is gone
Self-declared URL: http://massmediaculture.com
Jetpack: Unknown
WP.com: UnknownThe blog I need help with is: (visible only to logged in users)
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More info: the support automated response told me to navigate to Jetpack -> Settings in my dashboard, however it does not exist in my dashboard.
It also told me to go to Jetpack -> Backup as a second option, but once again Jetpack is not in my dashboard.
The problem started when I updated wordpress, after the error message about scheduled maintenance, it now says “There has been a critical error on this website”. I am not able to access WP Admin and most of the things in my dashboard have entirely disappeared. Even when I click My Site it says “You don’t have any WordPress sites yet”. I’m really lost as to what to do.
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If that wasn’t enough, everything I’ve tried to do in troubleshooting is impossible because everything I need to access from the dashboard is not there. For example tools is not there, plugins is not there, etc.
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Good Morning –
Our team who works on Jetpack is going to be the best place to get help for this. It will be useful to them if you can reconnect the plugin and then run this public facing debug tool: https://jptools.wordpress.com/debug/?url=massmediaculture.com You will also see that there’s a link in the paragraph at the top of the page with additional tips.
Share the results in your corespondance and it will help reduce the back and forth needed to find a resolution.
Their support team can be found on this page. -
Good morning, thank you for your response
- I tried debugging but got the message ‘Oops! Jetpack Blog not found.’ I tried http://massmediaculture.com/ , http://massmediaculture.com , massmediaculture.com , http://massmediaculture.com , http://massmediaculture.wordpress.com, and they all resulted in the same error message. Once again, it’s acting as if the website doesn’t exist at all even though it has been existing for years and was also payed for.
2. The rest of their troubleshooting tips involve actions that I cannot do because the buttons I need to click in my dashboard such as ‘Connect Jetpack’, ‘Tools’ or ‘Disable plugins’ or ‘Connections’ simply do not exist
Checking my XML-RPC file lead to the error ‘HTTP ERROR 500’. I also tried to download the app and that did not change anything.
3. The Support Documentations in Jetpack just tells me there are no results found, or gives me results that are not relevant to my issue. Logging into my wordpress account through the support page to get help just brings me back to the same exact page titled ‘Contact Support’ with the ‘Search our support documentation for quick answers’ bar and log into your wordpress account as the only options.
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Hey there,
Thanks for reaching back out.
When I visit https://massmediaculture.com/ – I see a critical error on the site, which would explain the woes you’ve been experiencing, it’ll also explain the 500 message.
A 500 message is when a site can’t load.
This would be the result of a plugin or theme conflict on the site. I’d recommend deactivating all of the plugins on the site to find out which plugin is causing the issue. Plugins can be deactivated via SFTP, and by renaming the individual plugin directory.
Apologies, but we can’t help with your issue directly because we don’t host your site on our WordPress.com managed hosting.
At WordPress.com, we provide a fully managed hosting service with a custom server environment that is specifically optimized for WordPress. Our managed hosting service offers built-in security and performance improvements, along with in-house support for any questions or issues you may have with your site.
We want you to know that you always have the option to migrate your site to WordPress.com, where we can provide you with in-house help to ensure that your website is running smoothly. We have an easy-to-use migration plugin (https://wordpress.org/plugins/wpcom-migration/), which you can use to migrate your site to WordPress.com.
Please note that this feature is only available for Business plan users.
We understand that moving your site may seem like a daunting task, but we believe that the benefits of our fully managed hosting service far outweigh the effort involved in migrating your site. With our optimized server environment and customized version of WordPress, you’ll have access to the best possible hosting service for your WordPress website.
We hope this information is helpful, and please don’t hesitate to contact us if you have any questions or concerns. Thank you!
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Hi, thanks for your response.
What’s SFTP? and how do I rename the individual plugin directory?
Moreover, the issue started when I deactivated the jetpack plugin, could it be related to this? I don’t see how other plugins could result in the removal of my website?We already pay for premium web hosting, the SSL certificate activation, cloudfare protection, and the domain. We’re a non-profit university association and so we don’t have enough funds to upgrade to the business plan.
Thank you
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Hey there,
Thanks for reaching back out.
What’s SFTP?
SFTP is how you would visit the files and directories – this is where you would be looking into the server draw so to speak. This is how the files would be accessed on WordPress.com, and would be similar to other hosting providers: https://en.support.wordpress.com/sftp/
Where is the site hosted exactly?
how do I rename the individual plugin directory
When you can see the files via an SFTP client like Filezilla, it’s possible to right click and rename the file, similarly to renaming a file on desktop.
We already pay for premium web hosting, the SSL certificate activation, cloudfare protection, and the domain.
SSL is free with every plan, and you wouldn’t need to change the domain, this can also be connected to WordPress.com for free (https://wordpress.com/support/domains/connect-existing-domain/). The Cloudflare account can also stay in place, and this would be handled between you and Cloudflare.
The hosting you currently have, is a purchase with a different hosting service. To change to WordPress.com, wouldn’t be an upgrade, but it would be a change in host.
I hope this helps to clarify things for and happy to provide further advice.
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Hi, I received an automated email notifying me that the plugin Gutenberg caused a fatal error on my site, and sending me a link to access recovery mode.
Through recovery mode I’ve been able to access my plugins and see that Gutenberg has an error.
What exactly should I do from here? Deactivate it? Or do all the steps to access SFTP still?
Thanks for your help!
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Hey there,
So that’s a great step forward – in this instance, I would deactivate it to the clear that error.
Following that, I would then update the plugin to make sure everything is as it should be.
Out of curiosity, are you using Gutenberg to build the site?
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