The Reasons Behind My Recent Problems With WordPress

Last week, I reported some problems I was experiencing with my WordPress account. You can read the details by clicking here.

I’m pleased to report that after several emails with WordPress, they were finally able to sort out the problems for me and my blogging experience is now how it should always be.

It didn’t help that WordPress tried blaming the issues on British Telecom, my internet service provider. However, after asking them to read the post I had published about the problems, they were able to pinpoint what was going on and it was not long before everything was working how it should be.

I asked WordPress for details of what had caused the problems and they kindly sent me the details below.

Some of the developers on our team recently identified an issue that led to long delays during login for some WordPress.com users. They rolled out a fix for that issue but, with that, inadvertently caused the loading issues you experienced. This has now been patched up.

The loading issues came up for some WordPress.com users with custom domains and who attempted to access via Chrome or Safari (both browsers run on the same engine). This wasn’t picked up during testing as it didn’t occur consistently for those users.

We’re very grateful for your reports of the issue and apologise greatly for the inconvenience caused!

I read over your blog post and want to assure you that the support team here always put our best efforts into helping with questions.

In this case, it was super helpful to know that the issue happened when you attempted to access WordPress.com in Chrome and Safari, not so that we could “blame the browser” but so that we could fix the cause of the issue.

I myself also apologise for getting distracted by the fact that your ISP is BT. We have recently had issues where WordPress.com sites were placed on their blacklist and we worked closely with them to try to resolve that, which is what led to my questioning.

We care a lot about WordPress.com; it’s in our interest for people to be able to load and access their sites.

So, there you have it. I urge anyone who is experiencing problems with WordPress to contact them with full details of what the problems are. I found that by taking screenshots of the errors and publishing a post about them, WordPress were able to pinpoint and expel the gremlins from my blog very quickly.

Let’s hope the gremlins stay away.

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105 comments

  1. Just thought I’d let you know that after the fourth attempt, I had a reply from WP to say they got the message, yeah, it often happens with Word, sorting it is complicated, and if you want to try, here’s a link. I’d already seen the page they referred to and didn’t understand a word of it. It’s littered with warnings about the terrible things that might happen if you slip up while you’re mucking about with changing codes, so I’m leaving well alone. The good news is that the guy assures me that once the doc is converted to Mobi the link will work. He’d better be right…

    1. Don’t be mad at me, but I had to laugh when I read your comment. But only because WordPress sent me a link on how to contact my internet service provider after my 2nd email to them about the problem. I mean, as if I’d never ever contacted them before?
      Yep, I hope, for his sake, he’s right as well. Keep me posted, Jane.

      1. Reading the forum for WP support reminds me of listening to American futuristic action films and the badly articulated gobbledy gook the characters come out with. I feel like joining in with some invented gook, see if they spot the difference;

  2. Glad to hear you got your problem sorted out, Hugh. The happiness engineers have always been helpful with problems I’ve had, but they seem a bit thin on the ground lately. I’ve been trying to get something done about the hyperlink to my book site not opening when it’s added to a word doc. No success at all and no contact with them since the early hours of Thursday morning. It’s so frustrating! I can’t finish adding the front matter to my short story collection without the link to my site!

    1. That’s a strange one, Jane, although I wasn’t able to open my blog from Google if I was already signed into WordPress. Kept getting a message saying that my blog was broken! I hope they sort it out for you soon. May be worth chasing them.

      1. I keep chasing them and they keep not replying. I’m going to ask Sue Vincent if she has had the same problem because I know that if I try to save the link to her blog in a word doc I get the same error message and can’t open the link.

        1. Thanks for that, Hugh, I’ll try that. What’s weird is if I copy and paste directly from a doc with the live link in it, it still doesn’t work. I’ll let you know if I can get it now.

        2. No, I haven’t updated Word, and yes, I’ve tried inserting the hyperlink. I’ve tried getting the link through a different browser but it makes no difference. It’s either something very simple or impossibly complicated. If I have to start mucking about with codes I shall quietly forget about it.

        3. You may have already done so, but ask a few other bloggers if they are having the same problem. That way, you can whittle down to where the problem lays. I had a quick look on Google and there was stuff on there as well; so may be worth a quick look.

        4. I don’t understand the jargon of the stuff I’ve seen when I’ve googled. I’ve seen the problem described on the Mac forum but there were no replies to the questions. I’ll see what Sue has to say.

  3. I’ve found a lot of odd WordPress glitches, none of which were serious enough to chase around but are annoying nonetheless. I don’t have these issues all the time. If anyone knows and easy fix, please advise:

    1. Sometimes articles will not appear in my reader until hours or even days after they are posted.
    2. Website metrics do not add up.
    3. Photos that look fine on a desktop/laptop browser are sometimes turned sideways on the mobile site.
    4.Admin panel will ask for username/password several times before it believes me.

    1. 1. Don’t trust the reader, Chris. I’ve always had problems with it. Even some of my own posts don’t show up on it. And now, WordPress are putting posts of blogs we don’t follow, on our readers as recommendations! Grrrr!
      2. I’ve spent many an hour trying to work out why stats don’t add up. However, I do think they are improving.
      3. To do with bloggers who use themes that are either not tablet/phone friendly, or where they haven’t turned on the ‘enable mobile theme’ under Mobile options on their blog.
      4. That’s one for WordPress (certainly after the recent experiences I had with signing in and then not being able to view my own blog posts).

      I hope these help, Chris?

  4. Hugh, I switched to the Opera browser and all the problems stopped. Chrome has issues of their own and I don’t think this will totally fix the issue. Since I switched to Opera, my blog has been loading with no issues. I was getting messages that it couldn’t handle the data. ❤

  5. Wonderful, Hugh; glad you’re back in action. I’ve always found the folks at WP very helpful. But, as you say, it’s most helpful to give full details; and screen shots help immensely. Welcome back to the land of ‘As It Should Be”!

    1. Same here, Tina. They have always been very helpful. I’m usually able to speak with them live online but, for the three days I was experiencing the problems, there was never anybody available to speak with me. Everything had to be done via email, which can sometimes prove very slow.
      Thank you. It’s great to be back. Onwards and upwards. 🚀

  6. Fantastic that it is sorted. I know we get frustrated with IT stuff, but having been in a very teeny, tiny way of trying to help my staff with issues in the past, I am in awe of the fact that they can (mostly) work things out without sitting at my computer and clicking away. I find that I need to “see” the problem myself mostly, the be able to get my brain to work out what is going on. Technology is so complicated, things change from day to day, and if you miss one little bit of info out it can change the whole focus of the problem. Really, when you think about it it is totally amazing that all those zeros and ones can do what they do, and it is understandable that sometimes they think they are different numbers than what they are 😉 🙂

    1. I agree, Claudette. If I’d given all the facts in the first place then maybe things would have been sorted out more quickly. However, after I first reported the problem I then began to discover other things going on that were causing the problems. I figured that if I sent WordPress some screen shots, and outline everything in a post, that it would help not only them in identify the problems, but also alerting other bloggers who were experiencing similar problems. And, it did the trick. Just a shame that they sent me off on a bit of a wild goose chase to start with. What was more frustrating is that I can normally speak to an engineer online, but there were none available the whole four days of the problem, so everything had to be done via email. Still, we got there in the end. 😀

      1. Ah, I find it much easier to talk too, I always have difficulty getting all the info in the correct order in an email, and it’s a drag having to type it all. Glad that it all worked out for you, and others. Also, kudos for sharing, you really are a caring gentleman.

  7. Gosh, what a relief for you, Hugh! I know exactly what you have been going through, albeit, different issues. My pingbacks are now working for the weekly photo challenge and I shall be linking to your site as well for tomorrow’s post! Cheers and very pleased WP got it fixed!

  8. Hi Hugh,
    I can’t be sure, but I think there are more sites other than WordPress that has incapability with Safari users. I often find that I have to clear my history, close Safari, and relaunch Safari in order for some sites to load fully. Until I read your post, I thought it was my MAC. I thought I might not have sufficient memory or something. Perhaps the compatibility between the Apple world and Microsoft world is still as bad as it always has been. Who knows, yet I thank you for taking the time to get it resolved. Maybe when I’m going from one post to another on WordPress, they will load faster.

    1. I’m a MAC user, Chuck, but I abandoned Safari for Chrome about a year ago when I have had terrible problems with WordPress. Those problems disappeared when I switched to Chrome and I do find it much easier to use. Interesting, considering they run off the same platform.

      Sometimes, our Internet Service provider can be the problem when things run slow. I tend to clear out any trash in my trash folder on a daily basis to free up space, but I’m also pretty good at deleting stuff I no longer need (unlike my niece who keeps all her emails!) I’m very pleased that WordPress were able to pinpoint the causes of the problems I was experiencing with my blog. I think giving them as many details as possible certainly went a long way to helping. Yes, it was time-consuming but well worth all the effort.

  9. ALL RIGHT!!!!!! Way to go, Hugh. Your efforts paid off. A little kudos to WP for sticking with it. Congrats. Now maybe I won’t end up in the spam folder or missing from your visibility. 😀

  10. Yay Hugh. You are relentless, as I am too, when it comes to finding a solution. That was nice of them to share their findings, and of course, for you to do the same here.
    Ironically, I use Chrome and didn’t have a problem logging into your site. But ironically, the past 2 weeks, I had my own troubles logging into my own site, lol. I’m self-hosted, so when I have these types of issues that are beyond my scope of repair, I call my host and let them fix it all, but not before doing everything in my power to avoid the 2-3 hours on the phone with them. 🙂 ❤ Glad you're up and running! xo

    1. Thanks, Debby. Yes, I wasn’t able to log into my own WordPress account and view my own posts, either. Kept getting a message saying my blog wasn’t working, yet I could write and publish posts! Still, once they had all the facts (and they thanked me for them) it was all fixed within minutes. I’m a right grumpy bear when my blog isn’t working correctly. Thank goodness they found the honey. 😀
      xx

      1. Ditto my friend. When my blog isn’t working either, get out of my path LOL 🙂 With my self hosting I at least don’t have to chase down Happiness Engineers, merely dial the digits of my host 🙂 xo

  11. This is such good news for you, us and all of WP. We tend to take so much for granted, complaining when things go wrong. It is important to highlight when you get some positive feedback and resolution. Thanks for sharing, Hugh. ❤️

  12. It might be my imagination but WP seem to have done something to likes and comments. It seems that you need to be logged in to be able to do either and if not leaving a comment requires additional verification. Have you come across this?

    1. I’ve always had to be logged into WordPress to leave comments or likes, Andrew. During the recent problems I had (when I wasn’t able to do anything when logged into WordPress) I was able to like and leave comments by logging in through my Twitter account. However, it was a real pain and there was no option to tick that little box asking to be notified when your comment was responded to. I gave up in the end but, fortunately, they sorted the problem out quickly for me once they knew all the facts.

  13. As a former system designer and programmer, I want to say that you are the perfect type of user. When you find a problem, you document it thoroughly and then take the time and energy to get through the various levels of support that are necessary to screen out the faux problems. Developers can usually correct a problem quickly when they have detailed documentation.

    1. Thank you, Charles. Once they had all the facts and saw the screen shots, it was fixed within a few minutes. It was just frustrating that they tried pushing the blame elsewhere to start with; without getting all the facts from me. Had I given them all the facts to start with, I’m sure it would have been fixed far more quickly than it actually was. I did spend a whole weekend going down the route of contacting my ISP and speaking with them, as well as trying to access my WordPress account from a neighbour’s house who had a different ISP. Of course, both failed because they weren’t the problem.

  14. So glad you are able to blog in peace again Hugh!!!!!! I agree that if you raise issues clearly, they can usually be resoled… but sometimes it can take time, and the right person to actually act on them!

    1. Very true, Ritu. I think it’s usually a case of miscommunication. They told me that the screen shots and post were very helpful. However, I don’t think any of us need to write a post in order to get WordPress to fix any problems we may be experiencing with our blogs. But, equally, they shouldn’t pass the blame onto somebody else when we first contact them.

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