White Screen after Update

  • Unknown's avatar
    jessrl · Member ·

    I am helping a friend with her site, so I was added as an admin. I went to update to the newest version of WordPress and got the ‘There has been a critical error on this website’ message. I can’t get into their dashboard to fix whatever the problem is and I don’t understand the fixes offered when you click on the ‘Learn More’ link.

    Please help!

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

  • staff-totoro · Staff ·

    Hi there,

    Apologies, but we can’t help with your issue directly because we don’t host jwileydesigns.com 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 your friend uses at GoDaddy. As a result, we do not have access to the site and are not not able to troubleshoot the source of the issue.

    You are definitely welcome to move to us however, where you can benefit from the in-house support we provide to all sites on our managed hosting. To do that you can add our migration plugin to your site: https://wordpress.org/plugins/wpcom-migration/

    In this case, due to the error you are experiencing on your site, you may not have the ability to install new plugins. You can get around this by deactivating all plugins on your site as explained here. In most cases this is sufficient to allow you to log in to the site and install the migration plugin.

    Once the site is transferred you can reactivate your plugins one at a time until the issue reoccurs. When it does, you can contact our support (with live chat option) then let us know the name of the last plugin you activated and we will be able to take a closer look from there.

    In the meantime you may wish to contact GoDaddy support before considering such a move, to see if they are able to assist with troubleshooting your issue. Hope that helps. Please let us know if you have any more questions.

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