Critical Error after installing a plugin

  • indiemedia

    (@indiemedia)


    4 years, 8 months ago

    I installed the WPForms Lite on a site and I immediately got a critical error message on the site. Now, I can’t log into the site and Bluehost is also telling me they have some type of server issue, which is also not allowing me to log into Bluehost. I would think these two things are not connected, but they both happened at the same time. Bluehost hasn’t been helpful, they’ve told me two opposite things. One, they need to fix a known server issue with no eta. And, Two I have too many files on my file manager so delete some things and then let them know. The problem with that I cannot log into Bluehost or my site. Can anyone provide any guidance on if they’ve had issues with the plugin or similar issues in general? Thanks.

Viewing 12 replies - 1 through 12 (of 12 total)
  • Moderator Steven Stern (sterndata)

    (@sterndata)

    Volunteer Forum Moderator

    4 years, 8 months ago

    Via FTP or the file manager app of your hosting control panel, navigate to wp-content/plugins and delete the directory for wpforms-lite.

    Thread Starter indiemedia

    (@indiemedia)

    4 years, 8 months ago

    Thanks. When I try to access it says, “`Internal Server Error 500…”

    Moderator Steven Stern (sterndata)

    (@sterndata)

    Volunteer Forum Moderator

    4 years, 8 months ago

    That’s an error from cPanel? If so, then contact BH support. I did not advise you to log into WordPress until *after* you remove that directory.

    Thread Starter indiemedia

    (@indiemedia)

    4 years, 8 months ago

    Thanks. At the moment, I’m not able to log into the WordPress account or the Bluehost account. Blue host is giving me contradictory messaging.They are telling me it’s a server issue they’re working on with no ETA, while also saying I need to delete something knowing I cannot log into Bluehost due to an error.

    Moderator Steven Stern (sterndata)

    (@sterndata)

    Volunteer Forum Moderator

    4 years, 8 months ago

    If it’s a server issue, you have to wait until they resolve it. Your WordPress site lives on their server and if the server is down, it’s outside of WP. The two things they are telling you are both true.

    Thread Starter indiemedia

    (@indiemedia)

    4 years, 8 months ago

    Thanks Steve. I appreciate your insight.

    Thread Starter indiemedia

    (@indiemedia)

    4 years, 8 months ago

    Unfortunately, Bluehost has not fixed their server issue. Sites been down for over 24 hours. Not sure what to do.

    corusx

    (@corusx)

    4 years, 8 months ago

    Unfortunately, Bluehost has not fixed their server issue. Sites been down for over 24 hours. Not sure what to do.

    what they are saying ? more than 24 hours of downtime is not an industry standard

    Thread Starter indiemedia

    (@indiemedia)

    4 years, 8 months ago

    This is what they sent me:

    Thank you for reaching out to Support! I understand how important your website is to your business. I am happy to assist you with this.

    From the case details, I understand that you are receiving 500 error while accessing File Manager and WordPress dashboard. We apologize for all the inconvenience this has caused you. While investigating, I could see there is a known issue with accessing File Manager and we are aware of it. This issue has already been reported and our engineering teams are currently working on a resolution. Unfortunately, we don’t have an ETA on this but can assure you, we have our teams actively working on a resolution and it will resolve shortly.

    Once the issue is resolved both File Manager and WordPress should work. In case if issue with WordPress persist even after the fix, we can definitely troubleshoot and resolve by accessing File Manager. Currently we are not able to do any troubleshooting since File Manager is inaccessible. We request you to please wait until the issue get resolved.

    My team and I will be monitoring this case for your response, please let us know if you need further clarification or any assistance. We’re happy to help you in any way we can.

    If you have any additional questions or concerns that you feel have not yet been adequately addressed, please feel free to let us know!
    Thank you for your time

    Regards,

    Escalated Support`

    Thread Starter indiemedia

    (@indiemedia)

    4 years, 8 months ago

    They also just said via chat, “I see that the server is down and our admins are working on resolving the issue The issue is known and is being worked on as we speak. This doesn’t look to be specific to your account, our admins are already looking into what is causing this.”

    This is what they already told me yesterday morning during a chat.

    Moderator Steven Stern (sterndata)

    (@sterndata)

    Volunteer Forum Moderator

    4 years, 8 months ago

    So, you’re SOL until they fix it. This is not, currently, a WP issue. Good luck. When it’s up again, be sure to ask for a credit on your account.

    Thread Starter indiemedia

    (@indiemedia)

    4 years, 8 months ago

    Thanks Steve.

Viewing 12 replies - 1 through 12 (of 12 total)

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