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  Public Ticket #3168738
Issues potentially caused by Sonnar theme
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Comments

  • Colm started the conversation

    Hi, 

    I am from a web agency called Blue Shark Digital. We rebuilt a self-hosted website, www.ampsstudio.com on their existing setup (hosted by another IT company).  Ever since launch there has been latency issues, which I have mitigated against by using best practice SEO and using caching plugins etc.  However, since last month the back end has been inaccessible on Wordpress. The hosting IT company has stated there is clearly a fault with the theme, but I cannot access the backend of Wordpress at all.  

    It is my opinion that the hosting technology used may be dated and incapable of managing the site.  I would appreciate any help you could be with this.

    Regards

    Colm

    Attached files:  Amps.PNG

  •  789
    Max replied

    Hi,

    Please check your error log on your server. When this error happens, details of it are logged in your error log file. This will give us all the details about the issue and what causing it.

    Please send me the error log file


    Thanks,


    Max from the Sonaar.io Crew

  • Colm replied

    See attached error logs. 

    Also see response from the company that manages the hosting:


    Hi All,

     

    I have attached the latest access and error logs for the site.

    All issues on the site are pointing to issues with Elementor and other plugins.

     

    We have said for quite some time that the Elementor being overlayed then removed/unlicenced would cause issues.

     

    As Amps only hosts the site with N.I Technology we have no input into how the site is maintained etc.

     

    I would recommend a full and complete wipe and reinstallation of wordpress on the hosting platform, clean the database and re-upload the files/themes, uploads etc.

    This would require a clean install of wordpress, a clean installation of a licenced Elementor pro and all the files to be uploaded in that order.

     

    That is if you want to continue with the current site, the other option is, start from scratch.

     

    Let me know how you would like to proceed.

     

    Regards,

     

    Danny

     

    p.s you should have received info when the hosting panel was created with login information for the Host Control panel.

     

    The login is:

    www.stackcp.com

    ampsstudio.com

    b/6f-NYf/

    Attached files:  aede5353c4_error_log-20221023 (1).txt
      aede5353c4_access_log (2).txt
      aede5353c4_error_log (2).txt
      aede5353c4_access_log-20221016 (1).txt

  • Colm replied

    Just in addition to this, this is the only view I get when I try to login. 

    We did purchase Elementor Pro but didn't keep up the Pro Subscription after the initial build as Amps Studio wanted to keep costs down. 

    Appreciate any help or insight into this you can bring. 

    Colm

    Attached files:  Wp Admin view.PNG

  •  789
    Max replied

    Hi, 

    Do you have same issue if you activate another theme such as Twenty Twenty ?

    Thanks,


    Max from the Sonaar.io Crew

  • Colm replied

    Hi,


    I cannot seem to access the back end - I just get this all the time, so cannot even change the theme. 

    Have you ever seen anything like this or have you any advice? 

    The back-end used to load after a few refreshes, but now not at all? 

    Appreciate any help. 

    8726537220.png


  •  789
    Max replied

    Looks like a memory issue. Your server does seem to have enough memory to render the page correctly.

    Could you please check with your hosting provider?

    Thanks,


    Max from the Sonaar.io Crew

  • Colm replied

    Hi, 

    Our hosting provider has responded with the below. Would you be able to respond to this, or suggest a way forward? 

    Thanks

    Colm


    --------------------




    Hi Colm,

     

    Our own investigation points to a memory leak in one of the theme plugins causing the site to crash.

     

    I am going to disable the theme again and move it to twentytwentyone to allow you to gain access to the back end.

    The Admin pages look like they have been skinned with a theme or changed in some way which also seems to cause issue.

     

    Bare in mind that changing/disabling the theme at this time will make the live site look like damn all, so I would suggest logging in ASAP and putting the site in maintenance mode whilst the issues are remedied.

     

    Re the site not having enough memory, this site has more memory available to it that our standard hosted sites as I have it running on our own VPS.

     

    Regards,

     

    Danny



  •  789
    Max replied

    Hi,

    I deactivated all plugins except the one required by the theme, and reactivate Sonaar theme and it works fine now.

    Please reactivate your plugin one by one to see which plugins cause the issue.

    Perhaps I recommend to raise this value to something like 600 to see if it fix the issue: https://d.pr/i/ODv5Hg

    Thanks,


    Max from the Sonaar.io Crew