let me connect to your site to take a look at your permissions. I have an hunch on what's going on, but I just want to double check.
I have made this ticket private so that only you and me can see the information posted here.
Please provide me with the following information:
- The URL to your site's administrator login page
- Super User username and password
- FTP connection information
Please allow up to one business day (GMT+2 timezone) for me to log in to your site and debug this issue. When I'm done I will post back. Once the issue is fixed, you can revoke my access e.g. by changing the Super Administrator and FTP passwords.
In order for me to help you fast and accurately, please provide the information by copying the form below, paste it into your reply and fill in the information:
----- Access Information Form -- START -----
Super Administrator access
- URL to site's administrator page (e.g. http://www.example.com/administrator?foobar):
- Super User username:
- Super User password:
FTP connection information
- FTP methods supported (e.g. FTP, FTPS, SFTP):
- FTP Hostname:
- FTP Username:
- FTP Password:
- FTP Port (if other than 21 for FTP and 22 for SFTP, ask your host):
----- Access Information Form -- END -----
Please make sure that you have tested the Super Administrator connection using a different browser or machine than the one you are using daily. Double check that logging in is possible and that the user has Super User privileges, i.e. it's not a regular Administrator. Make sure that your site does not block whole countries or IP ranges which would make it impossible for me to log in / connect by FTP. Finally, please do make sure that the FTP connection works and that logging in to it I have access to your site's files.
Kindly note that your site connection information and your site content is handled in strict confidence. Not only we are a reputable development company, we are also bound by law (EU GDPR) to do so. After you file your reply, the connection information to your site will be stored in an encrypted, hidden storage area on our site and will be automatically deleted when this ticket is closed. Finally keep in mind that the people providing support to you are the same developers who wrote the software you're using on your site.
Developer and Support Staff
🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!