Home › Forums › WordPress Plugins › Hide My WP › My site has crashed!

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  • January 2, 2017 at 8:55 am #13886
    privategirlssg
    Post count: 8

    Hi,

    I bought and uploaded your plugin today. I took a backup of my site using Updraft before I installed your plugin.

    Everything was working fine – I was checking every single change I made in your plugin. But when I added a change in my theme name from “Isabelle” to “sitetheme”, my site crashed! It is now no longer up and running and I can’t get any page up!

    Initially I tried changing the name of the plugin which didn’t work. I then tried to remove the plugin’s section out of htaccess and that didn’t work either. I have tried deleting the htaccess file which also hasn’t worked.

    I have re-uploaded all of my original plugins, themes and database and none of these has worked!!!

    Never have I experienced anything that has not been fixed with a re-upload of plugins, themes and database. What is wrong?

    January 2, 2017 at 8:55 am #13887
    privategirlssg
    Post count: 8
    This reply has been marked as private.
    January 2, 2017 at 9:54 am #13891
    privategirlssg
    Post count: 8
    This reply has been marked as private.
    January 2, 2017 at 10:56 am #13893
    privategirlssg
    Post count: 8

    I have now managed to get my site back online by disabling almost all of my plugins and leaving only 2-3 activated.

    I am also unable to access my login page at http://www.site/login. I did not change this setting when I had the HMWP plugin activares. I have also tried http://www.site/wp-login, http://www.site/wp-admin and http://www.site/dashboard.

    Any idea why this may be?

    January 2, 2017 at 12:01 pm #13895
    privategirlssg
    Post count: 8

    After waiting for 3 hours from contact from you while watching you reply to other topics but ignoring mine, I took the liberty of contacting the tech support of my hosting account.

    They were very helpful and super smart in resolving my problem and it seems that your plugin HAS made permanent changes to a file in wp-includes that I did not have an issue with before.

    I demand a full refund as I will not be using your plugin again, not only because it has crashed my site with paying advertisers for a full 5 hours without support BUT because you have failed to reply to any of my messages above while replying to others.

    January 2, 2017 at 2:22 pm #13901
    Suman M.
    Post count: 12478

    Hi, we do get back to the support ticket queries within 24 hours. You stated above that HMWP has made permanent changes to files in wp-includes, but we would like to let you know that HMWP doesn’t make any permanent/physical changes to any file or folder, it simply makes use of rewrite rules to mask the default WP paths.

    Please let us know your website’s wp-admin login details and FTP details (as private reply), so that we can set up HMWP plugin in your site. If it’s still the issue then we’ll be happy to make a refund.

    January 2, 2017 at 11:40 pm #13908
    aispile
    Post count: 51

    privategirlssg, I have the same issue. I am another victim of HMWP.

    Basically, these guys do not want to let anyone know what they have added or changed with the plugin.
    The plugin adds a few lines of code in WP core files. Unless you completely remove those code, your website will not be running like before. Also find some garbage in your DB. You can fine bunch of its garbage from your DB.

    I am also finding garbage that the plugin has created manually. It is tedious and miserable experience that I have never experienced with other plugins.

    In case, you are not able to enter ‘wp-admin’
    Check your ‘wp-config.php’ file.
    You may find ‘define(“ADMIN_COOKIE_PATH”, ” “);’ which blocks you entering wp-admin. As you remove that you will be able to sign in.

    January 3, 2017 at 3:45 am #13912
    privategirlssg
    Post count: 8

    Aispile, I realise this now. I should’ve paid more attention to the 1 star reviews on this plugin.

    In response to your message Suman,

    – You were replying to tickets that were newer than mine. This is inadequate support which is supposed to be part of the cost of purchasing the plugin. When we sign up to use HMWP, we are also paying for the support and it does not look good on you when you try to back peddle when it was obvious to me you were avoiding replying to my topic while replying to others that were posted after mine.

    – Reading from your forum posts, you have marked A LOT of thread replies as private which makes it impossible for any of your users to rely on this information which should be available to us while waiting on your 24 HOURS reply. It almost makes your plugin seem suss and it makes it look like you have something to hide. I will not be surprised if this thread gets marked as private too in the near future.

    – You will NOT, I reiterate, NOT be re-installing the plugin on my site. It was HMWP plugin that caused my site to crash and NOTHING ELSE as I was not working on anything else nor did I install anything else on the day I installed HMWP. In fact, I took EVERY precaution to ensure that nothing else interfered with the plugin’s performance and therefore, I did not make any other changes to the site. Therefore, it was HMWP that caused my site to crash and no matter what you say, it will not change this fact!

    I have uninstalled and DELETED your plugin from my site and your plugin will not be coming anywhere near my site again. I suggest you provide a full refund if you want any form of a decent review of your customer service and support.

    January 3, 2017 at 3:56 am #13915
    Suman M.
    Post count: 12478

    Please apply for refund from the Envato Panel. Thanks!

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