Jetpack causings Subdomain critical error – cannot deactivate

  • Resolved haarisqureshi

    (@haarisqureshi)


    1 week, 3 days ago

    My site got hit by the ‘There has been a critical error on this website’ lock. I managed to get in by forcing the plugins to deactivate by renaming the plugin folder, then I went through the process of reactivating the plugins one by one:

    Everything was fine until I got to Jetpack. I activated Jetpack and then from that point onwards, the homepages of my subdomains load fine, but if I go to any of the pages off of them (e.g. a blog post), it has a critical error. But when I tried to rollback my activation of Jetpack, it doesn’t go through, being blocked by a critical error (when I go back in the browser to return to the plugin manager, it still shows as active). I can deactivate my other plugins no problem.

    I also can’t get into my subdomain WP admins for anything except my main domain site, unsure if this was the case before I re-activated Jetpack or not. The site that sits in my main domain doesn’t seem affected.

    Thanks for any assistance anyone can give.

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Thread Starter haarisqureshi

    (@haarisqureshi)

    I’ve managed to deactivate Jetpack by deleting it off my FTP, and regain access now to my pages. I will attempt a fresh reinstall of Jetpack next and see what that does.

    Plugin Contributor Stef (a11n)

    (@erania-pinnera)

    Hi there, @haarisqureshi,

    I’m sorry to hear about the trouble, but thanks for reaching out and for going through some troubleshooting steps already.

    In case you still get the critical error and can confirm that’s been thrown by Jetpack, contact us via contact form and include a link to this thread.

    You may also want to ask your host to share the PHP error logs, which can help us narrow down the possible causes of the problem.

    I briefly checked your site and I can already see some issue affecting the Jetpack connection (possibly related to a URL mismatch), so it’d be good to have a look at it anyway, whether you fix the critical error or not.

    Thread Starter haarisqureshi

    (@haarisqureshi)

    Thanks @erania-pinnera! The error persists on a fresh reinstall, so I have done the form now. Also to confirm, I have checked the error logs, they haven’t had an error returned to it since 2022 (and the site has worked since).

    When Jetpack is deactivated/deleted, my website appears to be functioning fine except for this https://www.ads-software.com/support/topic/critical-error-when-trying-to-reset-user-password/ – unsure if it is related or not.

    Thanks!

    Thread Starter haarisqureshi

    (@haarisqureshi)

    Just for the Jetpack support, is it better to leave Jetpack installed and activated so they can replicate the error when they visit my site, or can I get away with having it deleted? Obviously from my end, having it deleted means my site is at least accessible, but if having it activated means they can troubleshoot then so be it!

    Thread Starter haarisqureshi

    (@haarisqureshi)

    I spoke to my hosting support and they had this to say:

    I am able to replicate the issue. The actual error message is being displayed now.

    It gives an error about ctype extension. Let me enable it and check once.

    It looks like the Jetpack plugin is not compatible with the website. That is the reason, it is still giving the error even after enabling ctype extension.

    The best option is to contact the plugin vendor and get the requirements.

    If there is any server configuration is required, we can update them from our end to use the plugin.

    Plugin Support Paulina H. (a11n)

    (@pehaa)

    Hi @haarisqureshi,

    Thank you for contacting us via contact form. I will now close this thread.

    Thank you!

Viewing 6 replies - 1 through 6 (of 6 total)
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