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Hello guys,
I’m not very sure how your client support works. I hope this is the right way.
I´m quite desperate because a site I created for a client more than a year ago vanished from one minute to another and i have no idea what happened.
The site is http://www.almex.de
First time I received an email from my client telling me that the site was not avaialble and that an http 500 error occured so I was unable to accesss both front end and dashboard.
I asked the person of the company to restore my access and when I finally accesed the dashboard, ENFOLD theme was no longer installed.No clues about what’s going on. I only can say that I had to renew my support, I’m very dissapointed, that a thing like this never happened to me before and it caused me a lot of problems.
I need your help to find and answer and restore my site as soon as possible.
I asked the person that administrates the server for the logs so if you need it i can provide it to you
Hi,
Could you please post FTP and WP admin logins here privately so we can look into it? Some recent WordPress, theme or even plugin update might have caused the issue. To be able to tell what went wrong, we are going to need to access to your server.
Regards,
YigitHello Yagit
Did you recevied the login permissions for the site?
I can not see my “private” reply in the posts flowBye
Let me give you Some additional information just for you to take into account:
There was no dashboard activity for at least a week or more when the site collapsed.
For a long time No plugins were updated and in fact there were 11 plugins pending to update.Hey!
If you have not disabled WordPress auto updates – https://codex.wordpress.org/Configuring_Automatic_Background_Updates, your WP version might be updated. But this is still just a guess :)
Cheers!
YigitHi,
It seems like Enfold theme was deleted. Theme would not disappear itself therefore i am guessing someone who has access to WP dashboard or FTP has deleted it.
I tried re-installing it however it did not work. Theme should be re-installed via FTP. Please refer to this post – https://kriesi.at/documentation/enfold/install-enfold-theme/#ftp-install and install Enfold via FTP.Best regards,
YigitHello Yigit
thanks for your quick reply.
You mean that the theme could have beed uninstalled on purpose?
Since I’m the only person in charge of the site administration it sounds a quite quite a lot weird and at same time alarming.
Is there a way (by looking at the logs or whatever) to confirm this version?
Regarding the ftp installation i was expecting your assistance in order to recover the site in its original layout and configuration otherwise it represents a total lose scenario for me.
And even more important, I need to establish what the causes of this disaster have been because no doubt something has happened that need to be identified in order to be able to avoid it in the future.
Hello Yigit
as i did not find the way to attach you a file with logs information, i’ve pasted it in the private content field .
I hope it can be usefulHello Yigit
I was finally able to have them create a user in plesk to access the server.
By private I pass the dataHello Guys,
Please I need your help to restore the site.
You asked to access the server and I sent you the login ofthe plesk
Could you plz tell how can it take for you to try to recover the site?
I’m really in a hurry
Thanks in advancedHello Yagit!
I´ve already installed the theme via FTP and it seems it is working ok!!
I´ll write you guys an email later because I´m still very worried about what the causes of these issue may habe been.
I still do not have a solid explanation and i´m afraid it can happen again.Can you give me someguidelines for me to prevent this kind of situations?
Hello
According to the person that administrates the server these are the reasons of the failure:
Does it make sense for you?
Please let me know what can I do to avoid it in the future.“…
hier ist der Grund warum die Website nicht erreichbar war.Am 03.12.2018 wurde der „Plugins“ Ordner umbenannt und ein neuer „Plugins“ Ordner erstellt mit den Falschen Berechtigungen. (Siehe Angehängte Mail und das Bild Falsch.jpg)
In der Plesk web pro Edition Oberfläche gibt es einen Reiter der „Datei“ heißt.
Unter dem Reiter findet man den Punkt „Plugins“.
Dieser Punkt hatte falsche Berechtigungen und stand auf User „Root“.
Somit hatte der User „webadmin“ keine Berechtigungen mehr auf dem Ordner „Plugins“ zuzugreifen und konnte die Themes und Einstellungen nach seinem Update nicht mehr wiederherstellen.
Nachdem ich die Berechtigungen wieder auf den „webadmin“ überschrieben habe ging der Zugriff wieder auf das WordPress, indem man die Webseite bearbeiten kann.
Im Anhang sieht man wie es falsch (Vorher war) und wie es richtig ist. (Jetzt ist)
Das Layout hat sich leider komplett zerschossen und muss neu installiert werden. Dies kann nur Juan machen, da er weiß, mit welchem Layout er gearbeitet hat.
…”
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