Hello @johnnyrc,
Thanks for opening a support topic with us. I am unable to view the screenshot you have shared but thanks for the information. I’d be happy to help you with this. Please could you share the following:
- Your Site Health information. You can use this form to share privately if preferred.
- Do you see the same on the Site Kit dashboard when viewing from an Incognito browser?
- If you revert back to a previous version you don’t see this issue any longer is that correct?
We have seen this issue previously so once you have shared the information, I can perform some checks and suggest some next steps for you. Let me know if you have any questions on the above.
@johnnyrc Thanks for sharing the information. It’s possible that this could be the cause of a conflict with another third-party plugin you have active on your site so lets first try to rule out any conflict or pinpoint where it is coming from if that is the cause.
To do this, please can you run through the troubleshooting steps here. Once you’re in troubleshooting mode with just Site Kit active, do you encounter the same issue in the Site Kit dashboard?
Hello Adam,
The website is live with a high volume traffic, we cannot debug on live.
What does troubleshooting means? Because from what i’ve seen you need to disable plugins?
@johnnyrc Using the health check and troubleshooting plugin in the instructions shared will not have any impact on the frontend of your website which is why we suggest using this as it won’t have any impact to the live traffic of your site and it’s functionality.
Only you as the admin will see the backend of the website will see it as if all other plugins have been disabled. Please could you try following the steps and let us know how you get on because this will help us to understand the issue.
I don’t quite understand, so I need to do this, then enable the plugins one by one and set them up again, as if they were never configured before? (because this will be hell)
Once I find the conflicting plugin, what happens next? Do I just disable troubleshooting mode and everything goes back to normal, or how is this process supposed to work?
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This reply was modified 10 months, 1 week ago by
Johnny Black.
@johnnyrc The health check and troubleshooting plugin gives you the ability to see how your site would run with just a single plugin active i.e. Site Kit. This is so that you can see if you encounter the same error message within Site Kit when other plugins are disabled. As mentioned previously, this does not disable any plugin functionality on your site for any visitors to the site.
If you then no longer see the error while in troubleshooting mode with just Site Kit active, this indicates that there is a conflict which is causing the issue. Enabling the other plugins one by one and checking your Site Kit dashboard until you see the error again will highlight where the conflict is coming from.
At this stage, you can let us know where the conflict comes from and we can perform some testing on our side to replicate the issue. If the issue is on the Site Kit side we can get it addressed. If not we can let you know for you to reach out to the other plugin support team.
If you don’t find a conflict then we can continue to troubleshoot the issue together. Hope this helps to explain the troubleshooting process. Let me know if you have any other questions.
Hello Adam,
Thanks for getting back to us so quickly. What really blows our mind is that we haven’t installed or changed anything in months, and yet, right after updating Site Kit, the plugin suddenly stopped working and triggered this error. It just doesn’t make sense. If we had added or modified something, it would be understandable, but in this case, everything was running perfectly for years, and then out of nowhere, it just broke.
@johnnyrc I understand this can be confusing but anything such as plugin auto-updates could introduce anything new and conflicting so it’s always good to rule these things out first before progressing further with other troubleshooting steps.
You could also try deleting the Site Kit plugin files from your plugins directory and install Site Kit once more. But if you could perform the troubleshooting steps shared above that would really help us to identify or rule out any conflict that may be causing this as we have seen this particular error from a conflict in the past.
Hello Adam,
We don’t have automatic updates enabled for plugins, and we’ve already tried deleting it completely (including manual removal from the database), but that didn’t solve the issue, it still persists.
I honestly don’t understand how this is still happening. Am I really the only one experiencing this? At this point, it feels like something your team should have already addressed.
To be upfront, we can’t perform extensive troubleshooting on this website, it has very high traffic, and we can’t risk breaking anything. Since it’s clear we’re not the only ones affected, the fix should really come from your end.
@johnnyrc Understood and thanks for confirming that you don’t have auto-updates enabled as well as that you have tried deleting the plugin and started again.
We don’t have any recent reports of this issue and as mentioned above we believe a past occurrence was due to a third-party plugin conflict which wasn’t coming from the Site Kit side. This is why it would be helpful if you could perform the troubleshooting steps because without knowing where a potential conflict is coming from, it makes it difficult for us to help and suggest next steps for you.
As mentioned above, the troubleshooting steps above are designed to cause no disruption to your live site and the traffic coming to your site. You won’t see any impact while performing these steps.
Something else you can try would be to use a temporary WordPress test site with Site Kit pre-installed to install the plugins you have on your live site one by one to see if at any stage you encounter the same issue. This eliminates the need to test on your live site so perhaps this is a preferred method for you?
@johnnyrc I just wanted to check back in after a week to see if you were still facing issues with this and if you’d tried the steps above?
Hello Adam,
Didn’t got the chance, i will make a clone of the website and test it out in the following weeks.
@johnnyrc Thanks for the update. I will await your response.
@johnnyrc Just wanted to check back in on this one with you. We are still investigating this further from our side. If you can, please share the following:
- The browser you’re using, and whether the same occurs when using other browsers.
- Your operation system and version
Thank you!
