Support

Salve,

l'errore riportato riguarda una mancanza di permessi nell'effettuare un'operazione sul database. Più nel dettaglio, lo script di restore cerca di creare il database se non esiste.

Controllando il messaggio di errore, vedo che prima il nome del database è qi4yop9b_sb_db, dopo qi4yop9b_SB_db (si noti il cambio del maiuscolo). Potrebbe controllare che il nome del database abbia le maiuscole al posto giusto?

Salve,

probabilmente alcune impostazione del sito vecchio non sono compatibili con il sito nuovo, le lascio alcune istruzioni per il debug

A white page or a page with a 500 Internal Server Error is, in fact, either a .htaccess issue to a PHP fatal error in disguise.

First, let's see if it is a .htaccess issue. Try renaming the .htaccess file in your site's root to htaccess.bak This disables WordPress' permalinks. To re-enable them go to your site's wp-admin, Settings, Permalinks and note down which of the "Common Settings" option is selected. Now select a different Common Settings option and click on Save Changes at the bottom of the change. Now change it back to your previous option and click on Save Changes again. This little dance with WordPress options instructs WordPress to regenerate its default .htaccess which does not conflict with anything and is used to enable permalinks.

If that solved the problem, the issue was with a directive in your .htaccess file. We'd like to recommend you to try removing directives from your .htaccess until you find the one which causes the problem.

If that doesn't help, the error you are receiving is in fact a PHP error in disguise. First, check your server's error logs (not the access logs) immediately after visiting the page which throws the error. There should be an exact description of the PHP fatal error which occurred. Sometimes you can find the error messages in files called error_log or error.log inside the site's root, the wp-admin directory or wherever the .php file which produces the blank page is located. If unsure about the error log location, please consult your host. Most likely the error logs are available in your site's hosting control panel.

If your host does not give you access to the error logs you will need to edit your site's wp-config.php file to enable WP_DEBUG. Find the line reading

define( 'WP_DEBUG', false );

and change it to

define( 'WP_DEBUG', true );

If no such line exists on your site's wp-config.php file please append that line at the end of the file. Do remember to reverse this change after you're done debugging!

If you still get a white page, please create a file called php.ini with the following content:

display_errors=on
error_reporting=E_ALL

and upload it into your site's root and your site's administrator directory. If the file already exists edit the existing file instead of replacing it. Retry loading the problem page.

If that fails again create a file named .user.ini (note that it's dot user dot ini, the leading dot is important) with the contents:

display_errors=on
error_reporting=E_ALL

and upload it into your site's root and your site's administrator directory. If the file already exists edit the existing file instead of replacing it. Wait for 10 minutes. Waiting is important, .user.ini files do not apply immediately. Retry loading the problem page.

If you still get a white page, remove the php.ini or .user.ini file your created (or the changes you made to these files) and consult your host. They have to provide you the PHP error message, file and line it occurs (along with the error's backtrace) themselves.

Please note that if you can not understand what the PHP error message means, just copy and paste it here verbatim so that we can take a look and point you to the right direction.

Salve,

ho reso questo ticket privato, è possibile avere accesso al sito web in questione? Così posso vedere qual è la causa del problema.

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.

Salve,

ho provato a collegarmi tramite FTP al sito web, però ho un error di autenticazione. Potrebbe controllare se le credenziali sono corrette?

Perfetto grazie mille.

Mi sono appena collegato e mi sembra che tutto funzioni correttamente, qual è il file .htaccess che dava problemi? Controllando il contenuto, sia il file .htaccess che htaccess.bak sono praticamente uguali

Ok perfetto. Controllando il file, le varie direttive erano impostate come se il sito fosse nella cartella "sb". Dal momento che invece è nella root del filesystem, deve essere cambiato.

Giusto per curiosità, alla fine del restore ANGIE ha effettua lo step del Data Replacement? Di solito è in quello step che si occupa di "aggiustare" i vari link e path.

Ok, ad ogni modo siamo riusciti ad identificare e risolvere il problema. Al prossimo restore ci faccia caso e mi faccia sapere, così vediamo un attimo di controllare se è tutto ok.