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Website is blanked - by ejder077 - on WordPress WooCommerce support

This topic has 13 replies, 3 voices, and was last updated 4 years, 7 months ago ago by Olga Barlow

ejder077

Participant

March 31, 2020 at 17:51

Hi,

May I ask what is happening on this website? Please, it is urgent
Thank you

Please, contact administrator
for this information.

#232273 Copied Theme version: Child 6.2.12

12 Answers

Olga Barlow

Support staff

March 31, 2020 at 19:20

Hello,

What errors do you have in the server error log?
Try to disable CDN and cache plugins. Do you still have the error?

Regards

#232280 Copied

ejder077

Participant

April 1, 2020 at 02:20

I do not know how to check the error

Please contact administrator
for this information.

#232303 Copied

John Holden

Support staff

April 1, 2020 at 05:09

Hi,

I can’t access your site https://prnt.sc/rqkihf

Also, FTP credentials are incorrect please check again

Regards,
Hung PD

#232308 Copied

ejder077

Participant

April 1, 2020 at 12:26

Please check the FTP

Please contact administrator
for this information.

#232354 Copied

Olga Barlow

Support staff

April 2, 2020 at 08:47

Hello,

1) Contact your hosting provider to get server error logs. They will help you to find out what could be the reason of your issue.

2) You provided FTP to empty directory http://prntscr.com/rrd4de Check the destination folder of the FTP user.

Regards

#232408 Copied

ejder077

Participant

April 2, 2020 at 11:31

Hi,

I really don’t know which FTP account are you talking about. Here is my hosting account

Please contact administrator
for this information.

#232426 Copied

Olga Barlow

Support staff

April 2, 2020 at 13:26

Hello,

1) What about error logs? Did you get an answer from your hosting support about this?
2) You provided FTP host, FTP username and FTP pass in the previous messages. The first one does not wor, the second one goes to the empty directory. You can try using FTP-client like FileZilla and check by yourself.
3) Once we logged in using link to your hosting account we got the following http://prntscr.com/rrjcde We don’t know what that means. So, just check the FTP credentials you provided and reply back only once you get the server error logs and correct FTP access.

Regards

#232437 Copied

ejder077

Participant

April 2, 2020 at 13:32

Blue Host replied me, but they did not provide the server error log…..

They also reply so slow

Please contact administrator
for this information.

#232438 Copied

Olga Barlow

Support staff

April 2, 2020 at 15:59

Hello,

Why don’t they provide logs? What did they answer about logs?

Can’t log in http://prntscr.com/rrn7p5
And actually we don’t need your cPanel. We need FTP + error logs. We won’t be able to find the reason of the issue without error logs.

Besides, you are using cache and CDN. Try to disable both and check if it helps. As I can see the shop page works fine, so it seems problem is related to some content of the home page.

Regards

#232456 Copied

Olga Barlow

Support staff

April 2, 2020 at 16:36

P. S. We found that page is down once this image 一條龍-96.png is used as the tab image. We thought that the problem is related to the image title and tried to re-upload it with another title but got the following error https://prnt.sc/rro08c Suppose the problem is related to the server-side, not to our theme. So, you need to talk with your hosting support to solve the problem.

Regards

#232459 Copied

ejder077

Participant

April 8, 2020 at 04:07

I cannot upload any image in that section. May I ask why?

Please contact administrator
for this information.

#232905 Copied

Olga Barlow

Support staff

April 8, 2020 at 08:11

Hello,

Have you solved issue with your server mentioned in the previous message https://prnt.sc/rro08c ?
It looks that you reached the server limit and it causes the issue.

Regards

#232921 Copied
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