A single customer gets the white screen of death

  • We have one single customer (among hundreds) who can’t access our wordpress site.

    It appears to be an LTE device connected over a 4G network – are there any common/known issues with this type of device or certain device browsers that I should be aware of?

    I don’t really want to bother the customer for help troubleshooting the issue, what are the alternatives if any?

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

Viewing 4 replies - 1 through 4 (of 4 total)
  • Moderator Steven Stern (sterndata)

    (@sterndata)

    Volunteer Forum Moderator

    Errors like this are logged. Check the error log on your server. If you can’t find the log, please contact your host.

    Meantime, enable wp_debug and wp_debug_log and after an error, look at wp-content/debug.log to see if anything gets logged there. https://www.ads-software.com/support/article/debugging-in-wordpress/

    Hello @ozcoolie

    I’m not really sure why one customer out of hundreds would be getting this white screen on their phone. I’d personally call your host first and see if they have anything to with it on their end. I understand not wanting to bother the customer. But if you end up having to, here is a link that could help you and them troubleshoot this problem. Hope this helps.

    v/r
    Yobani

    Thread Starter ozcoolie

    (@ozcoolie)

    @yobani and @sterndata Thanks heaps… with the weekend coming up the customer may have more time to spare, so I’ll try both suggestions.

    And yeah, it is really weird that only one customer has experienced it. The customer is a military employee and I’m guessing they’re issued with specific software for security purposes. This is why I was hesitant to involve them, but can’t hurt to ask I guess.

    I previously disabled the Jetpack mobile option because the theme sucks and it removes the LodeStar theme buttons (basket/search etc). I’ll enable it again to see if Jetpack serves a higher purpose in this scenario… might boil down to trade-offs in the end.

    Anyway, thanks heaps for the prompt reply. I’ll report back once I get to the bottom of the issue.

    Thread Starter ozcoolie

    (@ozcoolie)

    Ooops! Accidentally fixed the issue without working out what caused it in the first place. Turns out the customer was entering an invalid password. Resetting the password made the WSOD go away.

    This leads me to believe the origin of the issue is possibly the Woo Commerce my-account login (ie not WordPress). I was unable to find any record of it in the logs and unable to recreate the issue again to get to the bottom of it.

    But if it happens again, I now know to take it up with Woo Commerce. Thanks again for your help ??

Viewing 4 replies - 1 through 4 (of 4 total)
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