Wp-admin paralysed by redirect loop

Support
#1

Hi,
This is an urgent support request from a user who has multiple x licenses so i am hoping that you can respond very quickly.

the wp-admin login for my site sallysmith.com.au is caught in a redirect loop and I can’t access it to make essential changes - this is a client’s ecommerce business site and it’s essential she be able to access it to keep her business going.
I’ve had hosting support trying to solve this for the past 24 hours, but they have been unable to solve the issue.
(i’ve peeled back to oldest backup version (may 24) and the problem still persists)

Have you seen this issue before? you may be able to recommend if there’s a misconfiguration that may be causing this? i can’t get in to turn off to make updates or turn off plugins to test this, so hoped you may have some suggestions?

It’s a regularly maintained site so the core and theme should be up to date, but i can’t vouch for which version of theme and core plugins are at play.

This is an urgent support request from a user who has multiple x licenses so i am hoping that you can respond very quickly.
many thanks for your help

#2

Hello There,
​
​To assist you better with this issue, would you mind providing us the url of your site with login credentials so we can take a closer look? This is to ensure that we can provide you with a tailored answer to your situation. Once you have provided us with your URL, we will be happy to assist you with everything.

To do this, you can create a secure note with the following info:
– Link to your site
– WordPress Admin username / password

If necessary, please also provide ftp:

  • FTP hostname
  • FTP username
  • FTP password
    ​
    Thank you.
#3

i’ve added these details via secure note

#4

Hello There,

I have logged in to ftp and checked your site. I have been redirect to this page:

which would seem that as if WordPress has not yet installed. Please contact your hosting provider and ask them if they could rollback or revert to the previous working version of your site so that we can investigate from the working version.

Thank you in advance.

#5

Hi hosting support have finished their processes and still haven’t found a solution.
they have now rolled back
I have added their latest comment to secure note to show what steps they’ve worked through:

#6

Hi @lovecoms,

I have tried to login with your setup above however the login details that you shared is incorrect.

Let us know how it goes.

Thanks.

#7

which aspect is incorrect? the logins are correct as of last time i accessed this site, but now i can’t check because I can’t access the wp-admin!

#8

I have just used the ftp credentials to access without issue - might you be saying the user name and login aren’t working because it’s actually the wp-admin that isn’t working - this is the reason why i’m in the support forum, because the /wp-admin isn’t working.

#9

Hi,

I have tried the following but it still doesn’t seem to work.

Can you try changing your theme to wordpress default from the database.

Hope that helps.

#10

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