Unable to exit Safe mode with Jetpack Vault

  • Resolved sole2000

    (@sole2000)


    1 year, 5 months ago

    Hi all, I’m in a bit of a pickle. A few days ago my website was hacked, so I asked my hosting provider (BlueHost) to delete my site entirely *(www.mysite.com) and reinstall a fresh WordPress. However, only later did I notice that instead of deleting the site, they actually created a new website with the url https://www.mysite.com/new). Before I noticed this I had reconnected my Jetpack Vault account to the new url.

    Speaking later with support, they were able to erase the old content (actually, they moved the website to https://www.mysite.com/old) and moved the “new” site to the original URL (moved https://www.mysite.com/new to https://www.mysite.com).

    Here’s where the problem lies. Now when entering Jetpack, I have two sites connected with the exact same URL (www.mysite.com) and as such, Jetpack immediately enters Safe Mode. Moving or treating each site as independent both fail, and even staying in safe mode fails. In addition, site says it’s connected but I’m unable to connect my user account on the site.

    I’ve written support since 3 days ago and have yet to receive a response, and need to get this solved ASAP so I can begin rebuilding my website. Any support would be greatly appreciated.

    Thanks in advance!

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

Viewing 7 replies - 1 through 7 (of 7 total)

  • Hi and thanks for reaching out! Although we cannot directly address any problems associated with wordpress.com related services, we would suggest logging into your account at wordpress.com to disconnect the site that is causing these issues. https://jetpack.com/support/disconnect-jetpack-sites

    Thread Starter sole2000

    (@sole2000)

    Thanks for your reply. I’ve tried this based on prior research and I’m unable to do anything. As soon as I enter settings for the site I see the following:

    “Jetpack can’t communicate with your site because your site isn’t connected.”

    In addition to this, a couple of seconds later the following message appears to the right: “Something went wrong. Visit site admin” When going to the site admin, then I see the message indicated in my original post.

    Again, any help would be greatly appreciated, since as you can see, this is not a WordPress related issue, but rather a Jetpack connection issue.

    Plugin Support Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    Hi @sole2000

    We’ve responded to your support request, can you check there and see if things are improving?

    Plugin Support Tamirat B. (a11n)

    (@tamirat22)

    Hello @sole2000

    Do you have updates about that? We usually close inactive threads after one week of no activity, but we want to make sure we’re all set before marking it as solved. Thanks!

    Thread Starter sole2000

    (@sole2000)

    Hi Joseph I ended up completely eliminating the WordPress install completely and setting up the site from scratch. Now we’re trying to set up the connection to Jetpack Vault to enable restores, which has not been so straightforward. Hopefully we’ll get this done in the next couple of days and we should then be all set.

    Thanks!

    Plugin Support Paulina H. (a11n)

    (@pehaa)

    Hey @sole2000,

    I ended up completely eliminating the WordPress install completely and setting up the site from scratch. Now we’re trying to set up the connection to Jetpack Vault to enable restores, which has not been so straightforward. Hopefully we’ll get this done in the next couple of days and we should then be all set.

    Gotcha! Thank you for keeping us updated. Please let us know how it goes and if you run into any issues.

    Thank you!

    Plugin Support Tamirat B. (a11n)

    (@tamirat22)

    Hello again!

    It’s been one week since this topic was last updated. I’m going to mark this thread as solved. If you have any further questions or need more help, you’re welcome to open another thread here. Cheers!

Viewing 7 replies - 1 through 7 (of 7 total)
  • The topic ‘Unable to exit Safe mode with Jetpack Vault’ is closed to new replies.