Support » Fixing WordPress » Critical error on website

  • Resolved anurags

    (@anurags)


    Hi,
    I recently took over the web support for this organization and do not have much information. Because the person who set up the website with word-press is gone.

    Anyways, the website was working fine until recently when it started showing this error message.

    “There has been a critical error on your website. Please check your site admin email inbox for instructions. Learn more about debugging in WordPress.”

    Based on the research that I have done so far it seems like the theme of the website need to be changed. Or the plugins need to be disabled in order to fix the issue.
    Because there is compatibility issue with the new release of word-press.

    I am trying to figure out how to change theme or disable plugin because I am unable to login using the link
    http://namispartanburgsc.org/wp-admin/

    I tried clicking the debugging link that is shown on the error message but seems like all that link shows is some documentation on how to enable debugging. In order to get there I need to have FTP connection to the server.
    I am new to all this and have some basic questions.

    1. I do not know what the server would be for FTP connection.
    My website is https://namispartanburgsc.org
    Can someone confirm whether the server name would be
    ftp://namispartanburgsc.org

    2. I am using FileZilla application in windows to make an FTP connection. In FileZilla it is asking for a Port number to connect to the server. What should the port number be?

    3. I have the wp-admin username, password that I have used in the past to modify webpages of this site. Would the same username, password work for the FTP connection?

    Also, word-press sent an email saying that an error has been detected on the website. And that there is compatibility issue with the new word-press release. In the email they sent a link to load the website in recovery mode. But that link is not working.

    Is there a way to open the website in recovery mode to fix this issue?

    Thank you in advance for your help

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

Viewing 4 replies - 1 through 4 (of 4 total)
  • Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    You’ll need to consult your hosting provider’s documentation for specifics on connecting over FTP.

    Once you have that ready to go, try manually resetting your plugins (no Dashboard access required). If that resolves the issue, reactivate each one individually until you find the cause.

    If that does not resolve the issue, access your server via SFTP or FTP, or a file manager in your hosting account’s control panel (consult your hosting provider’s documentation for specifics on these), navigate to /wp-content/themes/ and rename the directory of your currently active theme. This will force the default theme to activate and hopefully rule-out a theme-specific issue (theme functions can interfere like plugins).

    Thread Starter anurags

    (@anurags)

    Thank you James for quick response. I am able to FTP into the site and enabled debugging.

    This is the error message that I am getting on the wp-login page. Seems like I need to enable ctype_digit(). I am not sure how to do that. I have set the pHP version to 7.4

    Fatal error: Uncaught Error:
    Call to undefined function ctype_digit() in /hermes/bosnaweb17a/b299/ipg.namispartanburgscorg/New/wp-content/plugins/jetpack/vendor/automattic/jetpack-connection/legacy/class-jetpack-signature.php:217 Stack trace: #0 /hermes/bosnaweb17a/b299/ipg.namispartanburgscorg/New/wp-content/plugins/jetpack/vendor/automattic/jetpack-connection/src/class-client.php(162): Jetpack_Signature->sign_request(‘!8j1f(JHR!lxayw…’, 1607761563, ‘a0IXGNChfV’, ‘VBVVpd3YnI1/F2m…’, ‘POST’, ‘https://jetpack…&#8217;, ‘<?xml version=”…’, false) #1 /hermes/bosnaweb17a/b299/ipg.namispartanburgscorg/New/wp-content/plugins/jetpack/vendor/automattic/jetpack-connection/src/class-client.php(26): Automattic\Jetpack\Connection\Client::build_signed_request(Array, ‘<?xml version=”…’) #2 /hermes/bosnaweb17a/b299/ipg.namispartanburgscorg/New/wp-content/plugins/jetpack/vendor/automattic/jetpack-connection/legacy/class-jetpack-ixr-client.php(63): Automattic\Jetpack\Connection\Client::remote_request(Array, ‘<?xml version=”…’) #3 /he in /hermes/bosnaweb17a/b299/ipg.namispartanburgscorg/New/wp-content/plugins/jetpack/vendor/automattic/jetpack-connection/legacy/class-jetpack-signature.php on line 217

    Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    The error shows the issue is coming from Jetpack, so please contact them via https://jetpackme.wordpress.com/contact-support/?rel=support if you have a paid plan with them, or https://wordpress.org/support/plugin/jetpack/#new-topic-0 if you do not.

    Moderator James Huff

    (@macmanx)

    Volunteer Moderator

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