Ontrapages Going Blank

Please report this to our Support team so we can continue investigating. You can chat into Support from within your account using the question mark icon in the lower right and clicking Contact Support. Or from our home page.

We do have other reports of this, and are investigating. If your WordPress cache allows it, try excluding your Ontraport Pages from the cache and see if that helps.

Hi @ontraportfrank Thanks for the response. We did try to report this to support but what was told was the URL we used only needs a slash at the end. Which does not make much sense. I mean we can open the URL with or without the slash in the end but this still occurs. That is why I had to check other channels to see if there can be other possible causes just for us to prevent from such. We have a lot of ontraport landing pages that our clients host in WordPress and we have to check them almost everyday because one or two of them may go blank suddenly. We just want to know if this is a common issue and what’s the cause for the time being since you mentioned you had some reports.

With regards to excluding Ontraport pages in the cache – do you mean through the browser? I will try. However, we tried checking these to diff computers in different locations. I will still try if we will still encounter a similar scene.

Greatly appreciate your help.

Can you give me a ticket number so I can follow up on it? Adding a trailing slash shouldn’t be necessary unless your webserver is configured that way for some reason (I can’t imagine that being the case).

By cache, I mean a WordPress cache plugin such as W3 Total Cache, WP Super Cache, WP Rocket, etc. They will be in your Plugins directory if you have any of these. Almost all allow you to have a list of pages you don’t want cached.

@ontraportfrank thanks for clarifying. I’ll have our web dev check on that.
The ticket number we had was 539796.

This issue would be a possible caching issue at the back end then?

Ah, I was wrong. Sorry about that. Our Support team was correct that your WordPress configuration is looking for the trailing slash.

Give this to your web developer:

WordPress and trailing slashes

Short link in case that doesn’t work: https://is.gd/e5xoqi

If your Settings > Permalink Settings in WordPress have a trailing slash, as they do for all the default actions like “Post Name”, then the trailing slash is required. If you use a custom structure that is /%postname (leaving off the trailing slash) WordPress will work without the trailing slash.

Thanks @ontraportfrank I’ll pass it on to our webdev and consult back if needed.

Hi @ontraportfrank
I am reaching out again because the issue re-occured after a month and this time it affected more than 5 pages. I have been reaching out to VIP support in this matter trying to open a new ticket. Unfortunately since last week I have not received any response nor even a ticket number for this. I even reached out chat support to relay this through. I have not received any response either. by replying through the chat transcript this is the auto generated ticket number I received – 552177.

We had done what you and vIp support last month and was working ok until last week. I am wondering why VIP support is not replying at all to our email. We had other VIP accounts that we email them with and those have no issue except for this account number in particular. If you could also check with them why are we not getting replies for this acc number from them that would be great. Please advise. Thank you very much.

• This reply was modified 3 years, 10 months ago by chariztma.

Sorry that Support isn’t responding; I don’t see any tickets for your email addresses for account 190217 (I searched for unassigned tickets using both yours and Sonya’s email addresses). Can you verify this is happening for account number 190217? You can find the account number by clicking the profile icon in the top right of the account.

We’ve had several reports of this, and have also been experiencing some database slowness issues that may or may not be related. You worked on another account where we migrated it to the new database servers on Thursday, Jan. 21st. We might try this with account 190217 as well. I can get you prioritized on the migration list once you confirm the account number.

The other thing is that we did have a short timeout in the Ontrapages Plugin that was just increased with the release 6 days ago (version 1.2.16). Can you please make sure you have updated the plugin to that version?

Hi @ontraportfrank Thank you for the response. Someone from your chat support responded but is obviously not reading through my notes and asked a question which I previously answered to him through chat and previous email. I initially requested this to be raised to you but looks like it’s not the case. This is the current ticket number opened – 552177 this one was not through VIP support. I sent through all the details in this ticket so it would be easier for you to see.

I am not sure why are we not getting any response nor you getting our email through. The email we sent the original request to VIP is [email protected] – I hope this email was not blocked in your system or something.

Yes we had a migration request to another account. I would have to check with our client before we would agree with the migration as it was noted on your announcement that the migration will halt any actions in the account while it is being migrated.

For the Ontrapage upgrade, We had the issue 2 days prior to the upgrade but I will ask our web dev to have a check and make sure it’s the updated one as you advised.

I do not wish to be a pain for this issue but the issue is not being directly taken cared of nor any details are being advised unlike what you do for us. We greatly appreciate you helping us again with this.

Thanks for the response and the email address. I do see tickets from that email address both last Friday and Sunday – screenshot. Both were responded to by our Tech Service reps. I also see your chat ticket and have myself copied on that ticket.

In the recent release we extended the timeout from 5 seconds to 30 seconds for some operations, so I’d like to see if you do have the newest version installed.

Beyond that, I can bump that account up in the priority list to get it on one of the new database servers. I’ll respond in the ticket for details on that.

We do have a QA team member looking at the issue, and he did an update on Friday (Saturday your time) in our code. I’ll pass along the list of pages you have had problems with that are in the ticket to see if he can find anything in our API logs.