Troubleshooting and known issues

  • Moderator Marius L. J.

    (@clorith)


    3 years, 7 months ago

    [ Troubleshooting | Reported theme or plugin issues | Reporting a WordPress bug ]

    Remember to be calm, be patient, and be respectful. Volunteers are out here to try and help you, but we need your help too. All of the normal?forum rules?still apply. Remember, you are just as important as everyone else.

    Before you go any further, make sure you’ve updated your plugins and themes to the latest versions, clear your browser’s cache and cookies and re-log in to your WordPress dashboard.

    If your post doesn’t show up right away, please be patient. With a release often comes a higher than normal post volume, more posts get flagged as spam by our auto-spam tool. We’re working hard to keep the queue clear, but making multiple posts slows us down, as we have to go back and check if you already posted. Post once.

    • Do?use proper capitalization in post titles and body. Punctuate your sentence properly and humanely, it helps us read.
    • Do?use descriptive subject lines. “All permalinks broken since 5.0” is much better than “Augh! Help ASAP! This version is terrible!”
    • Do?describe the problem clearly. Explain what you’re seeing, include error messages and link to screenshots if needed. Linking to your site, if the problem is on the front-end, also helps.
    • Do?be patient. We know it sucks to be down, but posting multiple times doesn’t get you help any faster.
    • Do?make your own topic unless you are using the exact same version of WordPress on the same physical server hosted by the same hosts with the same plugins, theme and configurations as the original poster. You may find it weird, but it will be easier for us to help you specifically if you have your own topic.
    • Do?mark your topic as resolved when it’s fixed so we know not to come looking there anymore.
    • Do?remember you’re not alone.

    Still having problems after going through the troubleshooting steps below? Please do ask your question here in the support forums, and one of our many community members will try to help you as best they can!

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  • Moderator Marius L. J.

    (@clorith)

    Troubleshooting

    Before posting, please make sure you’ve tried started by performing the troubleshooting steps outlined below:

    • Flushing any caching plugins you might be running, as well as server and/or?browser caches. Not just your browser, but any op cache or content network cache as well?such as Cloudflare. That will solve many weird JavaScript issues.
    • Flushing Managed host caches. Managed WP hosting often has special caches. If your host has a “Purge Varnish” or “Flush Memcache” tool, try that. You can ask your provider to flush memcache and Varnish for you if necessary.
    • Resave your Permalink settings. In a few cases, we’ve seen third-party installers, such as Softaculous, creating sites with slightly incorrect rules in the .htaccess file. While these rules would not have been a problem in previous versions, having these incorrect rules can break the REST API in newer versions. Resaving the permalinks on the Settings->Permalinks page in WordPress will fix these rules in the .htaccess file, and possibly fix “failed” errors in the new editor.
    • Troubleshooting with your browser. Your browser can help you identify JavaScript issues or conflicts and?this article can assist you in doing that diagnosis. This could help identify Visual Editor issues as well.
    • Make sure you have the Visual Editor enabled. Visit your Users->Your Profile page. The first option will disable the visual editor. Make sure that option is unchecked, and save your profile settings.
    • Deactivating?all plugins?(yes, all) to see if this resolves the problem. If this works, re-activate the plugins one by one until you find the problematic plugin(s). If you can’t get into your admin dashboard, try resetting the plugins folder by?SFTP/FTP?or PhpMyAdmin (read?“How to deactivate all plugins when you can’t log in to wp-admin”?if you need help). Sometimes, an apparently inactive plugin can still cause problems. Also remember to deactivate any plugins in the mu-plugins folder. The easiest way is to rename that folder to?mu-plugins-old
    • If you can install plugins, install “Health Check”:?https://www.ads-software.com/plugins/health-check/. On the troubleshooting tab, you can click the button to disable all plugins and change the theme for you, while you’re still logged in,?without affecting normal visitors to your site.
    • Switching to the Twenty Twenty theme to rule out any theme-specific problems. If you can’t log in to change themes, you can remove the theme folders via?SFTP/FTP?so the only one is?twentytwenty. That will force your site to use it.
    • Manually upgrading. When all else fails, download a fresh copy of the latest.zip file for this release (top right on this page) to your computer, and use that to copy up. You may need to delete the wp-admin and wp-includes folders on your server (NOTE: do not delete the?wp-content?directory or your?wp-config.php?file)?Read the?Manual Update directions first.

    If your problem persists, and is related to elements no longer working as expected, for example a slider, a datepicker, a button, you may be experiencing issues with the JavaScript library called jQuery. Please try the Enable jQuery Migrate Helper plugin?and se if it remedies your problems.

    If you need to create a support topic, you can provide debug data for the support volunteers by visiting the Site Health section under?Tools?>?Site Health?>?Info.

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