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This topic contains 3 replies, has 2 voices.

Last updated by Carlos Rojas 8 months ago.

Assigned support staff: Carlos Rojas.

Author Posts
November 13, 2019 at 3:20 pm #4940679

gloria-veronicaA

I got this message:

"Since WordPress 5.2 there is a built-in feature that detects when a plugin or theme causes a fatal error on your site, and notifies you with this automated email.

First, visit your website (hidden link) and check for any visible issues. Next, visit the page where the error was caught (hidden link) and check for any visible issues.

Please contact your host for assistance with investigating this issue further."

I had already told you that the error might have been caused by your assistance that might have written a wrong code. Please help me now.

November 14, 2019 at 10:50 am #4945927

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+02:00)

Hello,
Thank you for contacting WPML support.

I would like to ask you to follow this steps in order to isolate the cause of the issue:
- Back up your site first before making any change, this is for security reasons.
- Update all outdated plugins and themes.
- Flush all cache memory that might exists.
- Deactivate all the plugins that are not related to WPML.
- Switch for a moment to a WordPress default theme like Twenty Seventeen.
- If the issue is gone, activate one by one to see with which one there is an interaction issue.

Could you tell me the result of this steps?

Kind regards,
Carlos

November 14, 2019 at 5:35 pm #4949277

gloria-veronicaA

Hi Carlos,
I backup my website. Could you please do all those operations for me. This problem is driving me crazy. The website has stopped working properly. Thanks

November 15, 2019 at 11:13 am #4953155

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+02:00)

Hi,
I will be more than happy to help with this steps.

I would like to request temporary access (wp-admin and FTP) to your site to take better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Regards,
Carlos