Support is only available for sites created by Websy Daisy. Before you contact us, see if any of the following describes your issue, and if so, click on it for more information. If you still need help, fill out the form for priority assistance.
Your website is down:
Page from web host or domain registrar displaying instead of website
Either your domain name or your web hosting has expired. Contact your web host first and they can tell you what needs to be renewed. Do this as quickly as possible to prevent your website from being lost. While you are at it, check to what email they are sending renewal reminders to ensure this doesn’t happen again.
“Error Establishing Database Connection”
Most of the time this will be temporary and go away. If not, contact your web host as it is likely that their database server is down.
Blank White Screen
If you go to your website and all you see is a white screen, you are encountering the infamous White Screen of Death. It can be caused by a lot of different things (plugin or theme incompatibilities, corrupted core files, evil gnomes) and is often difficult to pinpoint. Contact us for help.
“Internal Server Error”
If you go to your website and see the dreaded Internal Server Error – again, wait a little bit and try again. I have found that this is often a temporary issue that will go away in a few minutes. If it persists, contact your web host.
“Briefly unavailable for scheduled maintenance. Please check back in a minute.”
This message will show up on your site while you are updating plugins, but if the updating process gets interrupted, it can get stuck there. If your site is giving this message and you are done with any updates, wait a few minutes and reload. Wait and try again. Take some deep breaths. Have a snack. Try again. This message will usually clear on its own, but not always. If you are savvy enough to connect to your server via ftp, you can connect and look for a file named .maintenance, and delete it. Fixed! If you don’t know how to do this, just contact us or your web host, and they can take care of it for you tout de suite.
Your website is acting strangely:
404 errors, page missing errors, or wrong content
Mouse over Settings in your WordPress sidebar, then click on Permalinks. This will take you to the Permalinks Settings page. Don’t change anything on this page! Just click Save Changes at the bottom, even though you did not make any changes. 99% of the time this will fix these types of errors. If not, it’s time to contact us.
Some random issues can be caused by outdated plugins or WordPress software.
When you are logged into WordPress, you may see a little icon that looks like this at the top:
The number is the number of things on your site that have updates available. These might include WordPress itself, plugins, and themes. Click on the icon to go to your Updates page, and you can see what is currently out of date.
But what should you do before you run any updates? BACK UP YOUR SITE. Seriously. Always.
If your site is all backed up, then just follow the on-screen directions to apply any updates. Nine times out of ten, running these updates will fix whatever issues you are having.
(Note: If I created a custom theme for you, it should never say that that theme needs an update. If it does, it means that someone out there created a theme with the same name as yours, and their theme needs an update. Don’t update it! Email me if you have any questions at all about a theme update.)
If you don’t want to run updates yourself, please consider joining my Security Plan.
Links to ads in your site content
If there are odd links in your site content that lead to ads, this is not actually a problem with your site – it is with your computer browser. An extension or plugin has been installed into your browser (i.e., Explorer, Chrome, Firefox, Safari, etc) that is creating text links to ads. It may have been installed when you installed another program, or it may be part of a virus on your computer – if you are on Windows, be sure to always run a good malware/virus scanner!
This article has some good instructions for removing the ads.
My site’s been hacked!
First, take a deep breath. Most of the time when people tell me their site has been hacked, it hasn’t. Something might be off or need to be updated/fixed, but the site hasn’t been hacked. (I have even a few times had people contact me because their hosting company told them their site had been hacked, when in fact, that was not the case.)
You can tell for sure your site has been hacked if it is showing content you did not put there (ads for viagra, text in another language, or (gasp!) porn) or if your site’s listing in Google is showing ads for Viagra, text in another language, or (double gasp!!) porn.
Occasionally the “White Screen of Death” (a blank white screen instead of your site) or other site weirdness is caused by a site being hacked as well.
If your site has indeed been hacked, the vast majority of the time we can fix it for you. If you are members of our Security Plan, we will do this for free. If you are not, then we will charge our hourly fee to fix it for you, if it is something we can fix. Occasionally, and very rarely, the hack job is too severe for us to fix, and you may need to pay a service like Sucuri to clean up the site for you.
The best tool against hacking is prevention.
- Backup your site and its database often and keep your WordPress software and plugins updated! (Again, if you are members of our Security Plan, we will be doing this for you every single month.) The #1 cause of WordPress sites being hacked is outdated plugins. The best way to prevent permanent damage from a hack is to have backups.
- If you are logging on to your site using a PC, it is imperative that you are running a good virus and malware scanner. If you have a virus that is tracking your logins, we can clean up your site, but the next time you log in again, you have just given the hackers access again.
- Do not ever ever log in to your site on unsecured wifi.
- Do not log in to your site on a public computer (such as at the library).
- Use secure passwords! WordPress will tell you how strong your password is when you create it. Don’t be tempted to use a weak password just to make it easier to remember.
If your site is hacked:
- Contact us to fix it for you if we can.
- Change all of your passwords (WordPress, hosting, and ftp)
- Keep checking your site frequently for any odd behavior. Hacks can be hard to root out, and despite our best efforts, occasionally something gets left behind.
Again, it is imperative that you backup your site frequently. The more often you update your site content, the more often you should be backing it up.
Facebook links show outdated info
The first time you (or anyone else) post a link to a page, Facebook “scrapes” the page for info and images, and it stores all of that info to use every time that page is linked to in the future. It will not look at your page again to see if anything has changed.
But you can force Facebook to re-scrape your page, forgetting what it saw before and learning something new!
Simply follow this link: https://developers.facebook.com/tools/debug
Enter the URL (the link) to the page in question, and click the Debug button. You will see what Facebook is currently displaying for that link.
Click the Scrape Again button. You might have to click this button a few times before it displays the updated content. Once it does, you are all set to post the page to Facebook!
If you are having issues with spam email, not being able to send email, or people telling you that they have emailed you but you have not received them, you need to contact whoever your email is set up with — usually your web hosting company, but sometimes your domain registrar.
If you are having issues with not receiving emails sent through a contact form on your site, contact us.
If your website is getting a lot of spam comments, the best tool you can use is Akismet. Visit their site and sign up for a free account — you will need to set up a WordPress.com login (the login to your own WordPress site will not work here). Once you have signed up, they will give you an API key. Copy that.
Now in your own website admin area, click on Plugins > Add New, and search for Akismet. Click on Install Now.
After you have installed Akismet, it will ask you for that API key. Enter it where indicated, and you are ready to roll!
This will stop the majority of spam comments, but a few will still trickle through. When they do, be sure to mark them as spam instead of just trashing them. Akismet learns and gets better by seeing what you consider spam!