Website is down and there is no way to get to support for help

March 28, 2016 2.6k views
Configuration Management
cecil
By:
cecil

This morning we got the following message on our website:
Fatal error: Class 'JPlugin' not found in /home/safetyweb/plugins/system/t3/t3.php on line 25

Since then, I cannot get to my website

I get the message: This website is temporarily unavailable, please try again later.

I can get to the droplet using "putty" and have rebooted, but to no avail.

Also, I have tried logging into cloud.digitalocean.com/login with our user and password, but it said "Email or password invalid"
I tried to reset the password but have received nothing.

I need some help, we've been down all day.

Thx,
Cecil

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1 Answer
LindsayBSC March 28, 2016

The website being down is an issue relating to your programming on your website and nothing to do with digital ocean itself. I am assuming you are using some type of CMS or content management framework (like drupal or WordPress) and that possibly an update occurred which resulted in a PHP error.

You can log in via FTP to your server as per usual and look at the file that the error references (
'safetyweb/plugins/system/t3/t3.php') on the line it references (line 25). You will likely see a reference to the jPlugin class which you can address and decide what to do with based on your website setup.

Regarding login in, if your requested a new password and checked your spam folders and everything and you did not receive an email you should verify that you are using the email address that you signed up for digital ocean with. ( maybe search your inbox/archives for emails from DigitalOcean.com). If you are 100% certain that the enter you entered is correct and the password reset email is not sent to you, then you will have to contact Digital Ocean about gaining access to your account.

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