503 server error when active on Multisite setp

@joomunited I have archived your reply. In the past you asked for admin access and your account was flagged for that reason for moderation.

This is the reply you should have gotten.

I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials. I have flagged your account temporarily. That just means that your post will need to be approved and @ notifications from you will not work.

https://www.ads-software.com/support/guidelines/#the-bad-stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us asking you to repeatedly stop before escalating up to the plugins team.

Followed by this.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• Ask for a link to the https://pastebin.com/ log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Health Check plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

Because of that, please do not send users from these forums to your site.

Hi,

Thanks for the clarification. We already had this conversation with another moderator in the past we’ve changed the way we ask credentials to fit his recommendation.

We ask the user credentials only in ultimate case when we have trouble identifying the issue (testing with the debug, try to reproduce the issue, unit tests on our side…). As we have many requests we sometimes need to do that. The support is private, secured and offered for free (we don’t try to sell anything).

Can you let me know how to proceed in this case?

I appreciate your reply and please don’t take offense to my reply. Tone really is difficult in text and so much is lost or not conveyed. ??

We ask the user credentials only in ultimate case when we have trouble

Don’t. Do not. Ever. Anywhere. That’s not acceptable for the reasons I posted above.

*Drinks coffee, coffee is good.*

None of the users here are your customers. Not one. It’s a different relationship. Too many users including hardened web developers have stories about how that went very badly.

The restriction against accessing a user’s site isn’t just to protect the user. It’s also is to prevent the author from trying to answer the question “do you have liability insurance?”

So please, don’t repeat that. Don’t send users to your site to walk around that restriction either.

If you do spot a customer in these forums then send them to your site and a moderator will close the topic with a reply.

OK no problem we won’t do it anymore, if that’s the rule we’ll comply of course.
So can I ask for user environment details to finally fix his 503 error?

Yes, please.

The Health Check plugin is very useful for just that.

https://www.ads-software.com/support/plugin/health-check/

@joomunited I’ve archived your reply. This is not being productive anymore and we’re now well past that. Focus on your user.

I have children. I’m writing that because I want you to understand that one of the worst, really bad ways to make your point is to search for examples where you think other people are getting a pass and you are being unfairly singled out.

That’s not how anything works and that really shows you are not getting it and the moderation flag will remain for now.

Let’s save some time and stop here. If you have a problem with moderation then contact Otto via otto[at]www.ads-software.com Moderators such as myself moderate the forums. It’s a team effort. Otto moderates the moderators and he’s really very reasonable and approachable. He may not agree with you or he may.

Please take this up with him now. Focus on the user’s topic please.

Hi,

@awr10e Could you activate WP_DEBUG on your website and see if you got any error message, especially the PHP ones.
WP Debug reference: https://make.www.ads-software.com/support/handbook/appendix/using-wp_debug/

Thanks a lot.