Troubleshoot a WordPress site
Identify what is failing, preserve the evidence, and give support the details needed to investigate.
In this guide
Identify what is failing
Start with one affected domain and one action. A slow client-area refresh, a failed WordPress login, and an unavailable public website are different problems. Open the website directly and note whether visitors can still use it while you investigate the management screen.
- Old content: confirm the page was saved on live, then follow the cache guide.
- Browser certificate warning: check the domain and HTTPS guide without bypassing the warning.
- WordPress sign-in problem: confirm that an administrator is available in the WordPress tab.
- Missing or unavailable measurements: refresh once; an unknown value is not proof that usage is zero or the website is offline.
Check the Kiro workspace
- Open Websites and check the exact domain and status. Use Manage website to inspect that website.
- Read the visible error and record when it appeared, including your time zone.
- If a request is already processing, check its status in the hosting control panel before starting another operation.
- For a missing service or a hosting-access warning, review Billing and contact support if the subscription and hosting state do not agree.
Check a recent change
Write down the last change before the problem: an update, PHP change, domain edit, import, or new plugin. If WordPress is available, Tools → Site Health can provide relevant configuration and issue details. Its findings are clues for investigation, not instructions to apply every suggested change at once.
Use staging for tests that might affect customers. If you are considering a restore, identify the data created since that backup before overwriting anything. Avoid making several unrelated changes while trying to find the cause.
Send a useful support request
- The affected domain and whether the problem is on live or staging.
- The action you took, the expected result, and the exact visible error.
- The approximate start time, time zone, and whether the issue repeats.
- Relevant backup or task identifiers and the checks you have already tried.
Review screenshots and log excerpts before sharing them. Remove passwords, API tokens, private keys, session links, and unrelated customer data. Kiro support does not need your password in a ticket to begin investigating.