Hi @bimond,
Glad you reached out, I’ll need a little information to get started here:
First, send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and click the button to “Get System Report” and copy/paste that in your reply here.
Next, what steps are you taking when you get that error message? I’d like to see if I can replicate it in a sandbox, and the best way to do that is with some clear steps to replicate. If you can send that along, I can give this a look from my end.
Let me know if you have any questions in the meantime, I’m happy to help.
Thread Starter
bimond
(@bimond)
Hi @stephanieliy and thanks for your kind reply. Unfortunately, I receive the error message when I try to activate the plugin and therefore it is not even possible for me to access the Donations. I don’t know what happened when my new provider migrated our site from the previous provider. I also ask you to forgive my lack of familiarity but my skills are decidedly basic.
If I can take advantage of your willingness to help us, I think the best solution would be if I created a site administrator profile in your name and you operated directly on it to figure out what’s wrong. Do you think it’s possible? Thank you with all my heart.
Hi @bimond,
Thanks for following up with that information.
I’m not able to request credentials or hop into a site here, but I’ll try to give you some best steps to help move you forward.
I suspect something happened during your migration that caused the issue you are experiencing. There are a number of reasons why this might happen, and you’ll need to do a little digging. Here’s what I would recommend checking:
Any missed information during the migration. This one is pretty broad because it can cover just about any portion of your site. If you have broken plugins, missing tables or other missing information it can cause any number of errors to pop (including the one you are working with).
Did the database become corrupted during the migration?
Does your server have a PHP incompatibility issue?
You’ll have to do a little digging, because the issue is with the migration, rather than with the GiveWP plugin itself.
Give this a look and let me know what you find. If you have questions along the way, I’m happy to help as much as I can.
Thread Starter
bimond
(@bimond)
Hi @stephanieliy and thanks for taking my issue to heart. As you also wrote, it is clear that this is not a specific problem of the plugin, but more general. I therefore contacted the assistance service of the hosting where our site is hosted hoping, with the opening of this new ticket, to find more assistance than previously.
If you don’t mind, I’m reporting the text of the ticket so that, from the list of other problems found, maybe you can, thanks to your experience, get an idea of what the problem could be. Thanks again for your help.
“Hello, I’m opening a new ticket as whoever followed my previous ticket was unable to provide any solution and suggested that I contact the colleague who oversaw the transfer from my previous hosting service (Servage) to you.
The problem is that in carrying out the transfer a series of problems occurred with consequent malfunctioning of the site.
I’ll list the problems I’ve encountered so far, starting with the premise that upgrading the site from the current version of PHP (7.0.33) to a more recent version causes the site to be unreachable.
1) if I try to modify a page, the error message Failed to initialize plugin: et_quicktags appears
2) in the pages where images were inserted, the writing [table id=4 /] appears in their place
3) on the page dedicated to the registration of new members, the code [pdb_signup] appears instead of the registration form
4) on the page dedicated to contacts, the code [formidable id=6] appears instead of the relevant form
You have no problem contacting the developers of the plugin(s) as suggested to me by the person who managed my ticket: this is obviously a structural problem that needs to be identified and resolved. I remember that the site, before the migration, was fully functional in all its parts. In the migration service that you offer and which, having other sites with you, I have made use of, I believe it must be considered dutiful that this takes place without any subsequent discomfort or malfunction, which the customer certainly cannot take care of, for its resolution, but who physically carried out the operation, possibly, in the case, by contacting the previous hosting service, to reach a solution. I therefore ask you to be able to take advantage of adequate assistance, useful for solving the problems listed. I look forward to your directions, thank you.”
Hi @bimond,
Thank you for sharing that email content with me. PHP was one of my concerns, can you share which version of PHP you move to when the issue started up? I can set up a sandbox to test the same version and see if I can replicate an issue. If not, the email you wrote is a great start to having the host give things a look, and we’ll wait to see what they say.
Keep me posted, I’m happy help as much as possible from this side!
Hi @bimond,
I know you are working with the host on this right now, and that may take a little extra time. I’m marking this as resolved, but if you have more questions here you can re-open this ticket with a response, or create a new one and I’ll hop right on in. Have a great day!
Thread Starter
bimond
(@bimond)
Hi @stephanieliy, actually I don’t know what the host is doing because apart from the automatic response certifying the successful opening of the ticket, I haven’t received any other signals, so it’s great if we can solve the problem with your help problem. The current version of PHP, which allows viewing of the site is 5.9.5; beyond this version the site is no longer accessible. Thanks again for your help. See you soon!
