OS and PHP

Support
#1

I lease a VPS. I have been having major issues with all my sites affecting the server.
All my websites use X-Theme. I have been using it for years.

A of my sites are down. I cannot login to any of the wordpress admin areas through cPanel or /wp-admin/.

I cannot login to any of my sites and most are down.

Here is the last email I received from the company I lease the server through.

Our team finished with your server issue review.
Looks like your sites don’t support with modern OS and PHP, and these causing issues and make them unusable and your VPS unstable
We’ve tried different ways and approaches in order to resolve sites issues:

  • modifying PHP directives (memory limit, timeouts etc.)
  • switching between PHP versions and PHP-FPM
  • add more resources to the VPS (CPU/RAM)
  • add additional directives to .htaccess etc.
    In most cases we saw errors related to the timeouts and memory usage even in case of high memory value for VPS (system RAM).

Your VPS resources were revert back to the your package values.
We recommend you to check your sites with developer to find possible memory leaks (usable themes, plugins, custom code etc.) and optimize them.
Please note, we’re not developers and don’t support user sites or code

I don’t know what to do next.
I will send credentials in next private reply,.

Jane

#2

Hello Jane,

Thanks for posting! Your VPS issue happened right after it automatically updates WordPress core to 6.2. To get it resolved, please check out this thread:

Kindly let us know how it goes.

#3

Thank you for the response. I don’t understand much of information. My specific questions are emphasized.

1. How do I know what versions I am on. I know all my themes are just X (not Pro) but don’t know what version. I
2. I only know how to make file changes via cPanel > Fie Manager. Can you give me instructions to do that?

If you are on an older version of X or Pro and looking to make the manual change, please follow these steps.

If you are on Pro 5 or X 9, the line to add return; to is 260 .

If you are on Pro 3-4 or X 7-8, you will comment out wp_enqueue_script( 'mediaelement' ); which means you will change it to: // wp_enqueue_script( 'mediaelement' );

This file is in framework/functions/plugins/cornerstone.php as opposed to the legacy folder in other versions. These are lines 36 and 75 for both versions.

If you can’t access the site and need to make the change via FTP, please follow these steps.

  • FTP Into your WordPress site.
  • Navigate on the FTP to your WordPress directory. This is usually in /var/www.
  • In the WordPress directory navigate to “wp-content/themes”
  • Remove the folder “pro” or “x” or rename it to something like “pro-old” or “x-old.”
  • WordPress will now be back up without a critical error, just not with the Pro or X theme.
  • Login to the WordPress dashboard.
  • Upload the latest version Pro 6.1.10+ or X 10.1.10+
  • Activate the theme and you will not have the critical message. Congrats you did it!
#4

I think I found the correct file to edit. I cannot figure out how to send it to you.
the file name is cornerstone.php

None of the instructions provided match up with the file though.
for enhancementsbyann.com and skincarebynatalie.com

Are you able to help me? I already provided my credentials.
But if you can only access via cPanel, I will send those credentials in a separate message.

#5

Is anyone going to respond to me?

#6

Can someone pease tell me if anyone is addressing this issue?

#7

Hello Jane,

I tried to access your cPanel but the given login URL is not working on my end. I would request you please share the FTP login details or correct cPanel credentials details so that we can check it on our end.

Thanks

#8

Pease try again.

#9

I don’t know my FTP login or how to access files that way. I always go through cPanel.

#10

I thought paying for support was supposed to help. It has been days.

#11

Because of these errors, the server administrator is generating backups for my accounts and migrating to a new server. I need to know what additional instructions to give them.

#12

Which X / Pro version are you on? We have notes here you can send them if you wish to keep an older version of Pro / X while still updating WordPress. Important WP 6.2 Issue — Please Read Before Updating

You can tell your admin a couple of things to. Either turn off WP core updates and ensure you are not on WP 6.2 so you can have a functioning site when you reinstate backups. Then you can upgrade to the latest version at a better leisure.

If the fist two options are not valid, tell them to remove the “x” / “pro” directory in the themes directory and then upload the latest version.

If you can access the files through CPanel you can still follow are guides provided you find the WordPress theme directory.

#13

I read those instructions 4 days ago and replied stating they did not correspond to what I was seeing. I asked for more details but you never responded.

I don’t know. I do not have access to any of my files. I always update so whatever the latest X theme is. I use child theme on all my websites. I have 6 of them that should be up and running. All are down due to this error.

They can only assist with server management. I need specific instructions on how to fix these issues on all the sites via cPanel.

#14

I don’t understand what I am paying for if no one responds to me for days.

#15

Can someone please access my server and take a look at one account, enhancementsbyann.com. Then you can tell me what to fix so I can do it with the rest of the accounts.

#16

I tried following your instructions and they did not match up to what I was seeing.

#17

Can i edit the php version in cpanel

#18

Hello @janequade,

In your Cpanel, there should be a MultiPHP Manager.

Hope this helps.

#19

This topic was automatically closed 10 days after the last reply. New replies are no longer allowed.