Support

Hello,

just to double check, what's your webserver? Are you under Linux with an Apache webserver or your configuration is different? Please note that if those options are not visible, it means that your server does not support them (for example changing the permissions when you're using Windows).

They should be working out of the box. Can you please double check that you have the Professional version installed?

mhm... can I please connect to your site so I can run a couple of tests?

I have made this ticket private so that only you and me can see the information posted here.

Please provide me with the following information:

1. The URL to your site's administrator login page
2. Administrator username and password (Network Administrator for WordPress Multisite installations)
3. FTP connection information

Please allow up to one business day (GMT+2 timezone) for me to log in to your site and debug this issue. When I'm done I will post back. Once the issue is fixed, you can revoke my access e.g. by changing the Super Administrator and FTP passwords.

IMPORTANT INFORMATION
In order for me to help you fast and accurately, please provide the information by copying the form below, paste it into your reply and fill in the information:

----- Access Information Form -- START -----
WordPress Administrator access

• URL to site's administrator page (e.g. http://www.example.com/wp-admin?foobar):
• Administrator username:
• Administrator password:

FTP connection information

• FTP methods supported (e.g. FTP, FTPS, SFTP):
• FTP Hostname:
• FTP Username:
• FTP Password:
• FTP Port (if other than 21 for FTP and 22 for SFTP, ask your host):

----- Access Information Form -- END -----

Please make sure that you have tested the Administrator connection using a different browser or machine than the one you are using daily. Double check that logging in is possible and that the user has Administrator privileges or, if it's a WordPress multisite installation, Network Administrator privileges. Make sure that your site does not block whole countries or IP ranges which would make it impossible for me to log in / connect by FTP. Finally, please do make sure that the FTP connection works and that logging in to it I have access to your site's files.

Kindly note that your site connection information and your site content is handled in strict confidence. Not only we are a reputable development company, we are also bound by law (EU GDPR) to do so. After you file your reply, the connection information to your site will be stored in an encrypted, hidden storage area on our site and will be automatically deleted when this ticket is closed. Finally keep in mind that the people providing support to you are the same developers who wrote the software you're using on your site.

Sure, you can use my email [email protected]

Hello,

I'd need FTP access as well, since I'll have to edit the .htaccess file to double check what's going on.

For example, I can see that resources are not loaded in the password reset page: https://matan-test.divinetworks.com/wp-login.php?action=rp

My IP is dynamic, so it might change over time. Currently it's 151.40.111.59

I'm sorry but support is handled only through our ticket system.

Please provide the FTP access details, so I can help you with your issue.

Yes, the IP is still the same. I'm trying to connect to your server, but the connection gets refused. Can you please double check?

I'm sorry, but trying to connect using SFTP on port 22 returns this error:

Status: Connecting to 135.181.61.253...
Response: fzSftp started, protocol_version=11
Command: open "[email protected]" 22
Command: Trust new Hostkey: Once
Status: Using username "akeeba". 
Error: FATAL ERROR: No supported authentication methods available (server sent: publickey,gssapi-keyex,gssapi-with-mic)
Error: Could not connect to server

Nope, I still can't connect to it.

To perform a clean install, simply uninstall Admin Tools and double check that the .htaccess file has no lines referring to Admin Tools. They should be wrapped between markers, so you should be able to identify them quickly.

Sadly if we can't connect to your site, there's little we can do to troubleshoot your problem.

The one on the site root, where there are the wp-admin and wp-content folders.