Website not available anymore

  • Answered

I got referred from the email support. For some reason one of our websites isn't available anymore.
I'm really desperate by now because nobody knows the reason for the problem and every advice (I really appreciated their help) only seems to make things worse. Let me explain what happened step by step:

1. About a week ago all our websites (one main domain + 2 subdomains) stopped working and we got a 500 error.

2. After writing the support they replied:
"It looks like the theme and plugin folders had both been renamed, presumably during some troubleshooting process. I renamed them back to their standard names, themes/ and plugins/, and I see the site coming back up. "
Even though that seemed very odd to us because nobody of our team worked on the websites this repaired our main domain and one of the subdomains.

3. However our subdomain was still down and instead of the 500 error we now got the following error:

Fatal error: Allowed me memory size 268435456 bytes exhausted (tried to allocate 4744808 bytes) in /home/"our accountname"/public_html/cannalistashop/wp-includes/wp-db.php on line 1811“

4. I then got advised to install a caching plugin on all websites (which I did) and that he has
"installed a php.ini file and set it recursive and increased the memory limit."
This however didn't repair anything but instead we got two errors:

Warning: Error while sending QUERY packet. PID=890541 in /home/"our accountname"/public_html/cannalistashop/wp-includes/wp-db.php on line 1811

Warning: Cannot modify header information - headers already sent by (output started at /home/"our accountname"/public_html/cannalistashop/wp-includes/wp-db.php:1811) in /home/"our accountname"/public_html/cannalistashop/wp-includes/pluggable.php on line 1167

5. After reporting these errors and the that the other two domains were still much slower than they used to be I got this reply:
"At this time I have enabled GZIP compression and browser caching in your ~/.htaccess to which your sites are now loading within about 3 seconds or so, though this will also prevent repetitive downloads for static content such as images. "
Unfortunately for us this wasn't the case. was still down and the other two domains still slow.

6. The next reply was:
"I have reviewed the error that you are referencing, and it appears that you are having some database connectivity issues pertaining to MySQLi. This is usually caused by either a corrupt database, or out of date site files."
They also started a malicious file scan on our account but couldn't find anything.

7. At this point we got told that "our plugin "web-20-directory-plugin" looks to be faulty and will likely need to be disabled."
We did so but this resulted in a new error:
Fatal error: Allowed memory size of 268435456 bytes exhausted (tried to allocate 192 bytes) in /home/"our accountname"/public_html/cannalistashop/wp-includes/cache.php on line 672

8. This is where we are now. I reported the error above and as a reply I got advised to explain our issue to the Customer Community team.
We are really desperate since we don't know anything about the root of this issue and we haven't worked on any of the websites before this problem started. I would really appreciate if you could help us with this.

Hello Chris, Thank you for your question regarding your WordPress website not being available. I recommend following our WordPress Troubleshooting guide to help narrow down the cause of the fatal errors. If your problems persist, you may have to replace your WordPress core files. Also, if you have a local backup available, it may be easier to restore it to a prior state. Thank you, John-Paul