Here is the ticket. I will need to closely examine your website. Therefore, I will require temporary access (WP-Admin and FTP) to a test site where the problem has been replicated, if possible. This will enable me to provide better assistance and determine if any configurations need to be modified.
Please note that it is important to have a backup for security purposes and to prevent any potential data loss. You can use the UpdraftPlus plugin (https://wordpress.org/plugins/updraftplus/) to fulfill your backup requirements.
Your upcoming reply will be treated with confidentiality and will only be visible to you and me.
✙ To resolve the issue, I may need your consent to deactivate and reactivate plugins and the theme, as well as make configuration changes on the site if necessary. This emphasizes the significance of having a backup.
To examine the logs, I require FTP access to your server files. Could you kindly provide the login details via the private reply option within this ticket?
Sorry, do you have any restrictions for the FTP access? I'm getting "Could not connect to server" when I try to connect it. Could you double check the credentials?
Sorry, I can't get it to work either. Do you have any server restrictions or is there another method that I could access your server? Maybe I can install the file manager plugin on your Website?
If both cannot be done, we kindly request a site snapshot. Alternatively, with your permission, we can create a snapshot on our own.
For this purpose, we typically recommend using the free plugin "Duplicator." If you are already familiar with how Duplicator works ( https://wordpress.org/plugins/duplicator/), please skip the following steps and simply send me the archive file you downloaded.
To assist you further, please follow these instructions:
Watch the Duplicator instructions video: hidden link
If the archive file exceeds 400MB in size, please utilize Duplicator's file filters to exclude the cache, wp-uploads directory, media, and archive files.
Once you have the archive file, please share the link with us. You can use services such as Google Drive, Dropbox, or similar platforms as the snapshot file will likely be large.
Please note that your next reply will be private, visible only to you and me. You can paste the link to the file there. Rest assured that once the issue is resolved, I will delete the local site.
Hum that's weird ...
Yes sure you can use Duplicator to make the copy yourself, no problem, just delete the copy after the save 🙂 To not have a saturation of the disk space
Many thanks !
I've created a duplicator package here hidden link but I'm unable to complete the download. Could you please download the package and upload it to dropbox or google drive and share the link with me?
