WordPress Break/Fix

GUIDELINES

John Noah Ompad

Resolving support issues in WordPress typically involves a structured approach that aims to identify and fix the root cause of the problem. Here are the key steps:

  1. Document the Problem: Begin by understanding what the issue is. Note down where and when the problem occurs, like on a specific page or after performing certain actions. This step helps in pinpointing the exact nature of the problem.

  2. Create a Backup: Before making any changes, ensure you have a recent backup of your WordPress site. Use a backup plugin or your hosting service’s backup feature. This is crucial for restoring your site if something goes wrong during the troubleshooting process.

  3. Clear Browser and WordPress Cache: Clearing your browser cache can resolve issues with seeing outdated content. Similarly, if you use a WordPress caching plugin, clear its cache as cached versions of your site can cause similar issues.

  4. Deactivate All Plugins: Conflicts between plugins, or between plugins and the WordPress core, are common causes of issues. Deactivate all plugins and then reactivate them one by one to identify the culprit. If you cannot access the WordPress admin area, deactivate plugins using an FTP client.

  5. Switch to a Default WordPress Theme: Sometimes the problem lies with the theme. Switch to a default WordPress theme (like Twenty Twenty-One) to see if this resolves the issue. Use an FTP client if you can’t access the admin area.

  6. Refresh Permalinks: If you’re facing 404 errors, refreshing your permalinks might resolve the issue. Go to Settings » Permalinks in your WordPress dashboard and save the changes to reset the permalink structure.

  7. Backup and Delete .htaccess File: For internal server errors, backing up and deleting the .htaccess file can help. WordPress will create a new one automatically.

  8. Replicate the Problem: Try to replicate the issue in a different environment, such as a local WordPress installation. This helps determine whether it’s a site-specific issue or a broader problem.

  9. Seek Help if Necessary: If you’re unable to resolve the issue or if it’s related to WordPress core or server configurations, consider seeking help from WordPress support forums or a professional developer.

Remember, always start with a positive mindset and approach the problem methodically. In many cases, following these steps can help you identify and fix common WordPress issues. 

Resolving a hacked WordPress site involves a series of steps to clean and secure your website.

Here’s a summarized approach:

  1. Identify the Hack: Check if you can access your WordPress admin panel, if your site redirects to another website, contains illegitimate links, or if Google flags it as insecure.

  2. Contact Your Hosting Company: They might provide valuable information or assistance in cleaning up the hack, especially if it’s affecting more than just your site.

  3. Restore from Backup: If you have a recent backup of your site, restoring it might be the easiest solution. However, this might lead to a loss of recent content.

  4. Malware Scanning and Removal: Use security plugins like Sucuri or WordFence to scan for and remove malware. These tools can check the integrity of core WordPress files and help in identifying and cleaning hacks. Delete any inactive themes and plugins, as they could hide backdoors.

  5. Check User Permissions: Ensure that only trusted team members have administrator access to the site. Remove any suspicious users.

  6. Change Your Secret Keys and Passwords: Update your WordPress, database, FTP, and other related passwords. Changing secret keys can invalidate existing login cookies, enhancing security.

  7. Reinstall WordPress Core: If the problem persists, you may need to reinstall WordPress. Ensure you back up important files like wp-config.php and .htaccess before doing so.

  8. Clean the Database: Check if your database is hacked and clean it. You can use plugins like NinjaScanner or WP-Optimize to help with this process.

Post-Hack Steps:

  • Ensure All Passwords Are Secure: Reset and use strong passwords for all related accounts.
  • Keep Your Site Updated: Regularly update WordPress, themes, and plugins.
  • Install a Security Plugin: Use a security plugin for ongoing monitoring and protection.
  • Clean Out Your WordPress Installation: Remove unused themes, plugins, and files.
  • Install SSL: Secure your site with SSL encryption.
  • Consider Managed WordPress Hosting: Managed hosting solutions often offer enhanced security features.

For individuals not comfortable with the technical aspects, professional services like WordFence or Seahawk offer hacked site repair services for a fee. These services include comprehensive cleanup and ongoing security monitoring.

Remember, maintaining regular backups, using strong passwords, keeping your site updated, and having a reliable security plugin are key to preventing future hacks

To resolve a situation where both your WordPress site and dashboard are down, follow these steps:

  1. Verify Website Status: Check if the website is down for everyone or just for you using tools like IsItWP’s uptime checker. If it’s only down for you, try clearing your browser cache or restarting your network router.

  2. Check Hosting Plan and Domain Status: Ensure that your WordPress hosting plan hasn’t expired and that your domain name is still valid. You can use the WHOIS lookup tool to verify your domain status.

  3. Deactivate Plugins and Themes: These can often cause conflicts leading to downtime. If you can access the admin area, deactivate all plugins and switch to a default WordPress theme. If you cannot access the admin area, use an FTP client to rename the ‘plugins’ and ‘themes’ folders in your ‘wp-content’ directory. This will deactivate them.

  4. Check WordPress Configuration Settings: Incorrect settings can cause downtime. Ensure your WordPress and site addresses are correct in the ‘Settings’ » ‘General’ section of your admin dashboard. If you can’t access the dashboard, check these settings in your wp-config.php file.

  5. Repair Broken Permalinks: Go to ‘Settings’ » ‘Permalinks’ in your dashboard and click ‘Save Changes’ to refresh your permalink structure.

  6. Reupload WordPress Core Files: Sometimes, the core files may get corrupted. Reuploading the /wp-admin/ and /wp-includes/ folders from a fresh WordPress install can help.

  7. Debugging Mode: If the problem persists, enable debugging mode in WordPress to display any errors that might be occurring on your website. Modify the WP_DEBUG line in your wp-config.php file to ‘true’.

  8. Increase Memory Limit: If the issue is related to exhausted memory, increase the memory limit in your wp-config.php file by adding define('WP_MEMORY_LIMIT', '64M');.

  9. File Permission Issues: Check and correct file permissions. Files should be set to 664 or 644, folders to 775 or 755, and the wp-config.php file to 660, 600, or 644.

Remember, these steps require a basic understanding of WordPress and FTP. If you’re not comfortable handling these, it might be wise to contact a professional or your hosting provider for assistance.