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Urgent, website offline – WordPress critical error requiring immediate investigation

This topic has 2 replies, 2 voices, and was last updated 3 days, 14 hours ago ago by Jack Richardson

Mark

Participant

August 20, 2026 at 08:30

Good morning, Support Team

I trust that you are well.

We are writing to report an urgent issue affecting our e-commerce website.
Customers are currently unable to access the site and are seeing a WordPress critical error message.

This is preventing all access to our online store and may be impacting orders. We have attached a screenshot of the error for your reference. Could you please treat this as high priority, investigate the cause, whether it’s hosting, theme, plugin, or server and implement a fix as soon as possible and advise what steps were taken.

Given the impact on our business and customer experience, we would appreciate your immediate assistance.

Thank you and we look forward to your urgent response.

Kind regards, Mark

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1 Answer

Jack Richardson

Support staff

August 20, 2026 at 10:58

Hello @Mark,

Upon investigating the source of the fatal error, we have identified that it is caused by an issue with the WP Rocket plugin (please find the details in the private content). To resolve this issue, we kindly request that you either provide us with temporary FTP access or ask your hosting provider to forcibly disable the plugin on your website. Additionally, we recommend submitting your issue to the WP Rocket plugin support team, as this may be a global issue with their plugin, and they may implement a global solution in their package. Please note that this error is not related to our theme.

Best regards,
Jack Richardson
The 8Theme’s Team

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