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Urgent: UAT Server Down After Migration of sintexonline.com

This topic has 4 replies, 2 voices, and was last updated 2 months, 3 weeks ago ago by Jack Richardson

Siddharth

Participant

September 11, 2025 at 17:17

Dear [Support Team/Provider],

I am reaching out regarding a critical issue we are facing with our UAT environment.

We recently migrated our live website https://www.sintexonline.com/
to the UAT server at https://uat.sintexonline.com/
to create a replica of the live site. After this migration, the following issues have occurred:

The UAT website https://uat.sintexonline.com/
is currently down and inaccessible.

FTP access to the UAT server has stopped working — unable to connect/upload files.

SSH/Putty access to the UAT server is also not responding, preventing any server-side troubleshooting.

Important Note:

The live site (https://www.sintexonline.com
) is working fine without any issues.

Only the UAT environment is affected after migration.

Details of Migration Activity:

Source: Production server (https://www.sintexonline.com
)

Destination: UAT server (https://uat.sintexonline.com
)

Migration Scope: Website files + Database

Purpose: To create a replica of the live environment for testing

Action Requested:
We request your urgent assistance to:

Investigate why the UAT site went down after migration

Restore website accessibility on https://uat.sintexonline.com/

Restore FTP and SSH/Putty access for the UAT server

Confirm if there are any server-level issues (firewall restrictions, DNS misconfiguration, Apache/Nginx errors, PHP/MySQL conflicts, etc.)

This is blocking our UAT testing and requires immediate resolution. Please treat this as high priority and update us at the earliest.

Thank you for your prompt support.

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support staff only.

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3 Answers

Jack Richardson

Support staff

September 12, 2025 at 06:18

Dear @Siddharth,

Thank you for reaching out.

The issue you have described does not appear to be related to theme support. It seems to be associated with the server migration process, and we kindly recommend that you contact your hosting provider for further assistance.

Please note that FTP access and similar server-related matters fall outside the scope of our theme support. However, if you are experiencing issues specifically related to our theme or core plugin, we would be happy to offer guidance and suggestions.

For all other concerns, especially those involving server access or configuration, your hosting provider will be in the best position to help resolve the issue.

Best regards,
The 8Theme Team

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Siddharth

Participant

September 12, 2025 at 14:13

Dear 8Theme Support Team,

Thank you for your response. I would like to clarify the situation further.

The issue is not with the server or hosting setup in general — the UAT server runs normally until I try to open the migrated WordPress site (https://uat.sintexonline.com
) or access its WP Admin. As soon as I hit the website, the server goes down completely (website, FTP, SSH).

This suggests that something in the WordPress installation (possibly related to the theme or a plugin) is triggering a fatal process or overload that causes the server to become unresponsive.

Since this behavior happens only when the WordPress site is accessed, and not at the server level otherwise, I would appreciate it if you could guide me on whether there are known theme-related issues during migration (e.g., database entries, cached options, or scripts) that might cause such a crash.

I am also in touch with my hosting provider, but I wanted to confirm with you in case this is linked to the theme or its core plugin.

Looking forward to your suggestions.

Best regards,
Siddharth

#454889 Copied

Jack Richardson

Support staff

September 14, 2025 at 18:52

Hello @Siddharth,

Thank you for reaching out.

In order to investigate the issue further, we kindly request access to your website’s WordPress admin panel (wp-admin) as well as FTP access. Please note that FTP access is essential for server-level diagnostics and cannot be compromised during the troubleshooting process. It is important to understand that FTP access pertains to your server configuration and is not affected by any actions taken on the website’s frontend.

Additionally, we would appreciate it if you could provide access to your server logs, which are typically available through your hosting provider. These logs will help us identify any potential server-related issues. It is possible that certain server requirements are not fully met on your new website, or that some plugins have been updated to versions that differ from those used on your original site.

We appreciate your cooperation and look forward to resolving this matter promptly.

Best regards,
Jack Richardson
The 8Theme Team

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