Site issues

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At some point, you’ll run into a problem with the site. Depending on the issue, you may be able to fix it by following a few troubleshooting steps.

For the most part, you’ll run into two common site issues:

  • The site is in maintenance mode.
  • Site pages are loading very slowly—if at all.

Maintenance mode

There are two reasons the site will be in maintenance mode:

  • Plugin updates
  • Site troubleshooting

Plugin updates

WP Engine automatically puts the site in maintenance mode while updating plugins, which typically happens between 7:00 am – 8:00 am CST. The site is usually in maintenance mode for only about 45-60 seconds, but it can last a couple of minutes. If it’s in maintenance mode longer than a few minutes, something could be wrong. In that case, contact a WordPress administrator so they can handle it.

Troubleshooting

In very rare instances, the site will be put in maintenance mode to troubleshoot an issue or revert the site to a previous backup point. When this happens, a WordPress administrator should notify the team before it happens.

Slow site

There are several reasons site pages can load at a glacial pace or not at all:

  • Your internet service is lagging.
  • There is an issue with:
    • Your browser’s cache.
    • The site’s cache.
  • A WordPress, theme, or plugin update created an issue.
  • The WP Engine servers are having issues.

Internet service

Check your internet speed to see if it’s running slow. If your internet is operating properly, check for caching issues.

Caching issues

To fix a caching issue:

  1. On your computer, clear the cache and cookies on your browser:
  2. If that doesn’t work, contact a WordPress administrator to clear the site’s cache.

Updates and server issues

If you’ve checked your internet speed and cleared your browser’s cache and cookies but are still experiencing slow page loads, contact a WordPress administrator to investigate the issue.

Administrator troubleshooting guide

If the site is experiencing problems and the steps above aren’t helping, you need to dig a bit deeper.

To troubleshoot site issues:

  1. Check WP Engine’s status.
  2. Optimize the site database tables.
  3. Clear the site’s cache.
  4. Contact WP Engine Support.

Check WP Engine’s status

To check WP Engine’s status, visit WP Engine’s status page.

If WP Engine’s status is good, then try optimizing the site’s database tables.

Optimize the site database tables

Important: Before optimizing the database tables, double-check to ensure none of the items with the Warning icon are selected. Items marked with this icon perform more intensive database operations. In very rare cases, if your database server happened to crash or be forcibly powered down at the same time as an optimization operation was running, data might be corrupted. You may wish to run a backup before optimizing.

To optimize the site’s database tables:

  1. On the Dashboard, select WP-Optimize > Database.

    Important: Do not run the optimization if any of the items with the Warning icon are selected. The correct items should already be selected when you open the page.

  2. Under Optimizations, select Run all selected optimizations.

You don’t need to do anything else except let the optimization run.

If optimizing the database tables didn’t help, then try clearing the site’s cache.

Clear the site’s cache

To clear the site’s cache:

  1. Log in to the WP Engine sites dashboard.
  2. Under Sites, select PRD britecore help.britecore.com.
  3. On the Overview screen, in the Production submenu, select Utilities.
  4. In the Cache options box, under Clear cache, select Clear cache.

The site’s cache is cleared.

If clearing the site’s cache didn’t help, then you might need to contact WP Engine Support.

Contact WP Engine Support

If nothing above has improved or solved the issue, then you need to contact WP Engine Support.

Note: Escalating an issue to tech support management can be a time-consuming, tedious, and frustrating task, so it’s best to resolve issues with the first tech support representative you’re connected to in the chat.

To contact WP Engine Support:

  1. Log in to the WP Engine sites dashboard.
  2. In the top-right of any screen, select the Support chat icon .
  3. In the bottom-right of the screen, in the Chat box, follow the instructions.
  4. When prompted, copy and paste the following items into the Chat box:
    • The Support PIN located at the bottom of the sidebar.
    • The Help site URL: https://help.britecore.com/

WP Engine Support should be able to assist you in resolving any site issues.

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