WordPress Site Down
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I need help with my site being down. I cannot contact wordpress support through chat or email even though I have a website with a paid subscription and hosting. If anyone has any idea on how to contact wordpress please let me know.
The blog I need help with is: (visible only to logged in users)
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Hi there, @dcopetillo!
Thanks for reaching out.
The issue here is that you have duplicate wp-config.php files added to your site. There should only be one active wp-config.php file added to your site.
Did you create or upload additional wp-config.php files to your site? Looking over your site files, it looks like these changes happened yesterday. Is that when you started noticing the issue?
If so, please restore a backup of your site prior to yesterday here at the following link:
https://wordpress.com/backup/spencerwoodworks.com?date=20230523
If you need any additional help, please do not hesitate to reach out.
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Hi there, @dcopetillo!
I was actually able to clean up these duplicate files for you. Did you recently migrate this site? That is typically why we see duplicate files like this.
Now that all is cleaned up here, I am seeing a 500 error on your site. It seems your theme may be the issue here.
As a next step, would you mind if I try activating a different theme on your site to see if that helps?
If we find the theme is the issue, we will guide you through the next steps here.
Looking forward to hearing from you!
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Hi @mishivee!
Thanks for reaching out. I have not migrated the site. The site was created about a year ago and since then the only changes have been page, post, and media creation/uploads. I am open to any changes or suggestions, so if you are able to try activating a different theme that would be great! Thanks!
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Hi there, @dcopetillo!
Thanks for reaching back out.
I am open to any changes or suggestions, so if you are able to try activating a different theme that would be great! Thanks!
I activated the theme Twenty Twenty-Two on your site and now the error I mentioned is gone. You can view your site at https://spencerwoodworks.com/
You can view our other available themes at My Site → Appearance → Themes
As an additional question, I pay for a business subscription for WordPress but do not have access to email or chat help. Is there a way to resolve this? Thanks!
Hmm. Can you please let me know what you see at https://wordpress.com/help/contact ? Are you only seeing the option to receive community support? Please let me know. If you can, please share a screenshot of what you see when trying to contact us. You should have access to both email and live chat support.
Looking forward to hearing from you!
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Hi there,
I tested opening a chat from your dashboard and was able to see the button turn color and got the option to click submit.
It’s possible you’re still seeing this because of the previous error, and the browser cache needs cleared.
You can test by trying another browser or clearing the cache for the one you’re currently using:
https://wordpress.com/support/browser-issues/#clearing-your-browser-cachePlease let us know if you still see the issue after that and have a nice day!
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@mishivee or @jmills39 I am experiencing the same critical error again as I was trying to reactivate plugins. Can you restore the site again so I can remove that plugin from my site now that I know which plugin was causing the problem again? Thank you for your help!I will try clearing the cache and trying the chat support feature again once I can access the site again. Thank you again!
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Hi again,
I deactivated the custom theme and activated Twenty Twenty-Two again. Now it is working. Please make sure to use another theme or reach out to their developers. A hint that XML-RPC has to be allowed for sites here to work properly can be useful to them.
Also, if you keep having issues with chat and email support after clearing the cache please let us know!
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