Troubleshooting

Overview

We are a hosting service, not your developer and we just give support about our platform and our unique features, everything else is up to the developer experience. WordPress Paid support is planned but no ETA.

If you use our features in a smart way, you can eliminate 99% of the typical issues, that`s mean:

  1. Create a backup point within the WordPress admin when making some changes that can produce issues.
  2. Use our staging environment for the use cases we recommend.
  3. Do not just enable every optimization feature. Optimization features can produce a lot of issues and you are optimizing the website for the visitors, not for the performance analytics services.

Now, let’s explain the most common issues that you have asked us in the most common way to find or fix the issue.

HTTP issues

500 HTTP error

Check PHP logs

Some of your plugins, themes or custom PHP code is throwing an error. In most cases, this error is logged and can be found in Site->Logs->PHP tab.

Revert the last thing you made

Did you just made some changes, installed a plugin or similar? Try to revert it by manually deleting the plugin.

Restore a backup

You can always restore a backup.

Execute WP-CLI commands

If executing wp option get siteurl command throws an error output, you can predict the issue by execution additional commands

Without plugins: wp option get siteurl --skip-plugins
Without themes wp option getsiteurl --skip-themes
Without both wp option get siteurl --skip-plugins --skip-themes

404 HTTP error

The file does not exist on the disk

You are trying to access a file that does not exist on the disk.

WordPress rewrite rules

Go to WordPress->Settings->Permalink and resave the permalinks. Verify the rewrite rules exist in the htaccess file.

htaccess rules

Rewrite rules route the request to another location. Example, when accessing Litespeed optimized e.g /min/d32d23.js, the file does not exist in /min/d32d23.js, but the request is routed to use /wp-content/cache/min/d32d23.js.

The domain is not configured

The domain you are trying to access is not added in Site->Domains.

403 HTTP error

Third-party CDN/Proxy service

Our platform is not compatible with any third-party CDN/Proxy service. If you are using CloudFlare, disable the proxy feature.

False-positive security rule

Sometimes our built-in security can generate a 403 response. If you enable the development mode and the issue disappears, you are hitting a false-positive rule. Also, you can view all blocked requests with their IP address in Site->Logs->Security tab.

htaccess rules

Access denied due to htaccess rules. Take a note that when accessing /one/two/three/file.txt, web servers check for .htaccess in all possible paths e.g /one, /one/two, /one/two/three.

Filesystem permissions

The file or parent folder has wrong permissions. If you are trying to access /one/two/file.txt file, then /one and /one/two folders should have 775 permissions while file.txt file should have 644 permission.

503 HTTP error

Manual migrations

You are trying to manually migrate several GB site. Just open a free migration request.

Over 1GB write in a given hour

In close relation to manual migration, importing some large thing similar use case as a migration or using a plugin based backup solution.

Restarting PHP

When saving a Site->Settings page, in most cases PHP need to be restarted.

Caching issues

If you have an issue but disappears once you enable the Development Mode in our Closte plugin, here is how to find the issue.

Visual or javascript issues

CDN

Maybe some changed CSS/JS file is already cached with an old content on Google Cloud CDN. You can easily check this by only disabling the CDN feature while enabling all other caches. If this is the issue, you need to temporarily disable the Google Cloud CDN, clear the CDN cache and then re-enable it.

Browser caching

If there is a change in some CSS files that were previously cached by your browser, you need to clear your browser cache.

Optimization features

Using advanced optimization features like CSS/JS minifying or combining can produce visual issues. Try to disable Litespeed cache to verify if the issue is coming from their optimization features.

Check for javascript errors

Open the Chrome Developer Tools and check the Console tab for javascript errors.

Content is not updating

In most cases, this is a compatibility issue, for example, a plugin for post rating and once rated the rating score remain the same. Enable the Development Mode to verify the caching/compatibility issue.

403 HTTP errors

Check the 403 HTTP section below.

WordPress issues

Can’t upload an image

Check for Store uploads in this folder option WP->Settings->Media. If you have a custom media path, remove the value and save the settings.

Upload limit

If you are uploading larger than 45MB file e.g plugin, theme, increase the upload_max_filesize in Site->Settings->PHP tab. Take a note, post_max_size must be always larger by 5.

I cannot connect JetPack

By default XML-RPC is disabled on our platform but is needed for JetPack. Enable it in Site->Settings->Security tab.

PHP issues

Your PHP installation appears to be missing the MySQL extension or Cannot save or change the PHP version

Manual migrations

You are trying to manually migrate several GB site. Just open a free migration request.

Over 1GB write in a given hour

In close relation to manual migration, importing some large thing similar use case as a migration or using a plugin based backup solution.

Timeout issues

Email service is not configured

If you haven’t configured an SMTP email service when WooCommerce order is made it will produce a timeout issue. Configure our email service or use third-party email service.

Try to increase max_execution_time in Site->Settings->PHP tab.

Increase max_execution_time in Site->Settings->PHP tab and enable the Development Mode. If this fixes the issue, continue to use a higher execution time otherwise, revert to the default value.

Other possible issues

An issue with a plugin, theme, PHP code, external API request or similar. Using the WP-CLI tips as for 500 HTTP error may help you find the issue.

DNS issues

I changed the DNS records but can’t access the site

It is a typical DNS propagation issue, wait for a few hours or check our DNS propagation guide.

Closte system still gives me a DNS warnings even I made the changes

Again, It is a typical DNS propagation issue, wait for a few hours or check our DNS propagation guide.

SSL issues

I cannot create an SSL certificate

DNS records

You must make the required changes as suggested by going to Site->Domains. If you recently made the changes, you may need to wait up to one hour for the DNS propagation.

AAAA record

Closte only supports A records, maybe the hostnames have AAAA (IPv6) records.

CAA record

You must not have a CAA DNS record or at least to allow LetsEncrypt services.

DNSSEC

If you have configured DNSSEC before migrating to our DNS, ensure you delete the DS records at your domain registrar.

My site does not have a browser SSL green bar

Find all HTTP requests

Open the Chrome Developer Tools and check the Console tab for “Mix-Content” errors. You will need to fix those warnings to get a green bar.

Fix HTTP requests in static files

Some plugins and themes generate static files with hardcoded relative URLs e.g Divi Builder. Depending on the issue you may need to perform different techniques like clearing Divi Builder static resource cache or resaving the “Mix-Content” images or even manually edit the files.

Fix HTTP URLs in the database

Maybe you have some external HTTP request and you will need to search-replace the database via a plugin or WP-CLI. There are some plugins who store the URLs with escaped characters and won’t be replaced in the native way e.g Slider Revolution images.

Fix HTTP URLs in HTML

You have some hardcoded HTML code in a file still using HTTP e.g <form method=’post’ action=’http://closte.com’>

I installed the SSL certificate but my browser still gives me a warning like is not installed

It means you have accessed the site before the SSL installation while browsers cache the SSL. Just wait some time and verify the installation.

Email issues

My site does not send emails

You need to configure an SMTP email service, our powered by Mailgun or third-party email service.

My email domain is still not validated

If you recently made the required DNS changes, It is a typical DNS propagation issue and you need to wait a few hours.

Task issues

“Site throws fatal errors and is not compatible with WP-CLI commands.” message.

Check our WP-CLI compatibility guide.

Not all URLs were replaced

Yes, not everything can be replaced. This is the same use case as SSL green bar issue.

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