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1 Guru Stuff: Why was site down on Thursday and note to Subscribers – Win10.Guru
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Guru Stuff: Why was site down on Thursday and note to Subscribers


Last Thursday, when I got back home from a neurologist appointment, I found some bad news waiting for me in my email inbox. Our site hosting provider GoDaddy informed me that the site was down:

We use WordPress as our publishing platform. Trying to log in to site to check what has happened, I only got this notification:

Any attempts to access Win10.guru produced the HTTP “internal error 500”, meaning the site was not available. It was quite clear that one WordPress plugin or another was causing this issue.

OK, luckily GoDaddy hosting includes daily site backups. So I logged in to GoDaddy and restored the backup from the night before, and site was back up and online again. However, that only lasted a few minutes, and the site went down again. I had to call GoDaddy support. Their response somewhat surprised me: “Thank you for calling support. We are happy to help you and get your site back online. It will cost you one credit, which you can purchase online. One credit costs €50“. We buy hosting and managed WordPress from GoDaddy, there’s no way I would accept that they would need me to pay extra to get their service we have paid for to work.

Once again, I restored a backup from previous day, got site up, and immediately went to check plugins. One plugin, WordPress organization’s own default one was having an update:

JetPack is WordPress’ own plugin. It is automatically installed and activated when you set up a WordPress site. We use it only to get sharing buttons at the end of each post. I updated the plugin, and again, the site went down. Doing a Bing search, I found out that JetPack crashing the site is quite a common issue. If so, and if the plugin is automatically installed and activated when setting up a managed WordPress site at GoDaddy, I cannot understand their logic: That is, why should I pay extra for GoDaddy to fix the issue?

I have now set up a so called staging site, a clone of Win10.guru, and tested this in various scenarios. It is clear that doing the JetPack update crashes the site.  I have restored a backup, and although every time I sign in to admin panel of the site I will get a reminder about that I should update JetPack, I will not do it. Now, the site is up and running.

Subscriber notifications

Another recent issue is that subscribers do not receive an email when new content is posted. The service we use for email notification has itself had multiple updates in past few weeks in their efforts to fix this issue. If you geeks get a notification about this new post, the issue is resolved. If not, I can only hope that you will check the site every now and then,

We are aware of this issue, and are actively working to get it fixed.

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That’s it this time, geeks! See you later.

Kari

Author: Kari Finn

A former Windows Insider MVP, Kari started in computing in the mid 80’s writing code for VAX / VMS systems. Since then, he’s worked in a variety of IT positions. He specializes in Windows image capture, customization, repair and deployment as well as Hyper-V virtualization. Kari is a proud Team Member at number #1 Windows site TenForums.com.

2 Responses “Guru Stuff: Why was site down on Thursday and note to Subscribers”

  1. Rafael
    March 21, 2019 at 16:11

    You need to move away from GoDaddy. Webhostingtalk is a great source for real user reviews. I have been with many hosts and the one I recommend over and over again is Knownhost.

    • March 21, 2019 at 19:01

      I have no issues with GoDaddy, it’s WordPress plugins causing issues. In fact, from all services I have ever used, GoDaddy customer service is and has always been the fastest and most satisfactory. Each and every issue has always been resolved. This was first time they wanted me to pay extra for them to fix an issue, and at the end, I didn’t need their help. I just removed a plugin, made by WordPress.

      In every aspect, GoDaddy has been a perfect hosting service, catering all my personal and business needs.

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