General Troubleshooting

There are two types of critical errors you may come across:

1. A single page critical error
   • This is usually caused by a memory limit or having too much content on a single page. If you know how to increase the PHP Memory, you may attempt to troubleshoot the issue. If you do not, please submit a ticket for the builders to troubleshoot.
2. A sitewide critical error
   • In most cases critical errors are a result of a failed plugin update. This will result in the site becoming inaccessible and display an error message “There has been a critical error on this website”. Common culprits of this issue include WooCommerce, Yoast SEO and the Beaver Builder Theme. These situations require an internal builder to troubleshoot the issue and should be sent via ticket.

500 errors are where the server cannot be reached. It is typically not something that can be resolved by troubleshooting as it is based on the server. This should resolve itself within 24 hours. If it has been more than 24 hours, please open a ticket for a builder to troubleshoot further.

Generally this is resolved within 24 hours and happens on shared hosting as a result of too much traffic on the server. If it has been more than 24 hours, please open a ticket for a builder to troubleshoot further.

504 Gateway Timeout server error response code indicates that the server, while acting as a gateway or proxy, did not get a response in time from the upstream server that it needed in order to complete the request.

While 504 errors are often an issue with the server, they can also occur because of the Sucuri firewall or if the theme or plugins need to be updated so we need to rule those possibilities out.

No Sucuri Firewall:
If the customer does not have the Sucuri firewall open a ticket for a builder to update plugins and troubleshoot further.

Has Sucuri Firewall:
If the customer does have the Sucuri firewall open a ticket for a builder to update plugins AND get in touch with Sucuri support (ATS Chat) so a ticket may be generated in their Sucuri account to troubleshoot there as well. If you know how to do this, you can also submit the Sucuri ticket yourself.

If you come across this error, more than likely the site has been flagged for spam or abuse in some way. Please reach out to hosting for further information on this.

Hosting Extension: x59171

You will see this error when a page has been removed and not redirected properly. Here are some things you can try to resolve the issue:

• Verify the link you are searching for is accurate.
• Make sure the link you are trying to visit has not been deleted. Check the trash folders in the WP Dashboard and restore any that are missing.
• If you can see the page in the WP Dashboard, doublecheck the permalink is the same as the link you are looking for.
• Reset permalinks. Settings > Permalinks > Change to any of the other options > Save > Then change back to the original selection.
• If the link is from an old site and the page does not exist on the new site, you need to set up redirects using the approved Redirection plugin. The customer is welcome to do this, or a ticket can be submitted for the build team to set up the redirects.

If it has been longer than 24 hours and you have tried all the above troubleshooting, please submit a ticket for the builders to do additional troubleshooting.

This error is a result of a either DNS issue or an old hosting platform holding onto the domain. These usually resolve themselves within a few hours of publishing, but here are some tips on how to resolve it yourself:

• Check to make sure your DNS is set up correctly. This means the nameservers and A record are pointing to the correct information.
• Take a look at the previous hosting account the domain was assigned to. If you see that the domain is still active on the old hosting, you should remove it by either deleting the old hosting account or changing the domain.

Hosting should be able to help out with this further if you do not know how to check this information.

Hosting Extension: x59171

This is typically an issue with the auto SSL. If you toggle the primary domain to a temporary URL and then back to the normal domain, this will generate a new certificate installation.

This can take up to 30 minutes to set up. Please make sure you follow the guide on flushing the cache as well as looking in an incognito or private window before opening a ticket for the builders to further troubleshoot.

99% of the time, this is caused by caching. Please try the steps outlined here, along with opening the site in an incognito or private window. If you are still unable to see the WP Admin bar while logged in, please open a ticket for further troubleshooting.

If you or your customer are not able to log in through the GoDaddy dashboard in the customer’s account, please try the following steps:

1. Try to login in an incognito or private window.
2. As a GoDaddy employee, you can resubmit the hosting account which will often clear up the issue.
   • You will find this in the black flyout menu in the Tools tab of the GoDaddy Overview Dashboard for the Managed WordPress

If the above steps have not resolved the issue, please open a ticket for a builder to troubleshoot further.

If you come across an error where the GoDaddy dashboard for the Managed WordPress is showing that the IP address is wrong, this is probably because they have the Sucuri Firewall activated. This is not something you should worry about at all and is expected.

If you would like to verify the DNS is set up correctly you can follow this guide or feel free to reach out to BOTD to have them help you verify the firewall is correct.

If you are having issues with the contact form not sending, please head over to this article for more details on troubleshooting this.

This is more than likely due to caching, please head over to this article for more details about clearing the cache.