website not working, pages gone

  • Unknown's avatar
    zoeglatt · Member ·

    Hello. For some reason my website is not working. I’m getting a notification saying ‘The site is experiencing technical difficulties’. In the back end none of my pages or content are showing. As I’m sure you can imagine, this is quite alarming. Please can you help? Thank you.

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

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

  • aleone89 · Staff ·

    Hi there,

    Apologies, but we can’t help with your issue directly because we don’t host your site on our WordPress.com managed hosting.

    To explain, we are a fully managed hosting provider and use a custom server environment that is optimized for WordPress, provides built-in security and performance improvements, as well as in-house support for your site questions.

    Because of the way we’ve optimized our service, we also use a customized version of WordPress that is different (under the hood) from what you use at your current provider. As a result, we do not have access to your site and are not familiar with the source of your issue.

    You definitely have the option to move your site to us so we can provide in-house help, using our migration plugin: https://wordpress.org/plugins/wpcom-migration/ and the site would need to be on the business plan.

    As it stands now, we cannot help since it is hosted elsewhere. The good news is that help is available here at the open-source WordPress forums: https://wordpress.org/support/forum/how-to-and-troubleshooting

    The folks in that forum are more familiar with these kinds of issues and are in the best position to help. Thanks!

  • Unknown's avatar
    zoeglatt · Member ·

    I’m afraid I don’t understand what’s going on based on your response. I spoke to customer support at GoDaddy, where I got the domain name. They said that it is a problem that you need to fix and to mention that it is: zoeglatt.wordpress.com

  • staff-zinnia · Staff ·

    You would want a site redirect from zoeglatt.wordpress.com to zoeglatt.com if trying to connect the two. Is that what’s going on here? Sorry, but I’m not clear about what is needed. Are you able to copy + paste the details that GoDaddy gave you? That would be helpful.

    WP
    Site Redirect
    in WordPress.com Support
    2 min read
    Are you leaving WordPress.com? Would you like to redirect your .wordpress.com site address (as well as all of your permalinks) to your new domain name? The Site Redirect upgrade lets you do just that — and managing the redirect couldn’t be easier. Do you want to use a domain you already own on your WordPress.com site? Read how to connect a domain you already own. Getting StartedDisabling
  • Unknown's avatar
    zoeglatt · Member ·

    No thats not correct. Is there someone I can speak to on the phone about this? I’m just getting error after error message with on the front and back end of my wordpress website and I have no idea how to fix it or how to explain whats happening!

  • supernovia · Staff ·

    We aren’t in a call center. We do have chat and direct email support, but near as I can tell, the site has never used our hosting services.

    We’d be happy to help you get on the right path, though. I did some sleuthing, and here’s what I found:

    • I went to check on zoeglatt.wordpress.com and found it doesn’t exist.
    • I used archive.org/web to confirm you were running WordPress before, as recently as March 28, just not here on our servers. It’s a DIY copy of the free WordPress software. I saw a cute site with a Nyan Cat header and such.
    • It looks like maybe Digital Ocean is/was your service provider. Does that ring a bell? Are you able to contact their support? They will probably be your very best for getting this sorted, since the problem right now at least is less with WordPress itself and more with where your domain is pointed.
    • I found out that zoeglatt.com currently and only very recently points to the non-existent zoeglatt.wordpress.com. Did you set that up through GoDaddy or maybe through Digital Ocean? Can you contact one or both services to change that setting back? You would be welcome to host your site here, but you would want to move the content here first.
    • I did notice you used Jetpack at some point, which would allow you to edit the site through our services or through the Jetpack app. You can get that reconnected when the site is up and running again.
    • For help with your own, DIY copy of WordPress that you’re hosting there, your host may be able to assist with troubleshooting, or there are support documents and a forum at WordPress.org if you need more help.

    And again, once this is resolved, if you want to move the site here so we can take care of it for you, you’d be welcome. We just unfortunately don’t have anything here on our services yet.

    I hope this helps!

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