Remove malware, restore access and recover a compromised WordPress website.
● WEBSITE DOWN OR BROKEN
Website down, broken or showing an error?
A website can stop working because of a plugin, an update, the server, the database or, sometimes, a security problem. The right fix depends on which one it is. Dr Web can diagnose the fault, tell you whether it is a repair or a recovery, and explain the safest next step.
- Diagnosis of the fault, not guesswork
- Repair or recovery, decided by evidence
- Specialist WordPress support
- No passwords needed to start
DR.WEB / FAULT CHECK
SITE AVAILABILITYFAILED
ERROR MESSAGETO BE CONFIRMED
LAST CHANGETO BE CONFIRMED
SECURITY STATUSNOT YET DETERMINED
STATUS● REPAIR ASSESSMENT
ILLUSTRATIVE DIAGNOSTIC INTERFACE
What you see is not always what is wrong
A white screen, an error message and a site that will not load can all look alike to a business owner and still have very different causes. Applying the wrong fix, such as restoring an old backup or switching off a plugin at random, can turn a small fault into a larger one.
The message on screen is a useful clue. So is what changed immediately before the failure.
● WHAT IT CAN INVOLVE
What a broken website can involve
01
A white screen
The page loads blank. This is often a code error, a plugin conflict or a memory problem, and the cause is usually recorded in an error log.
02
A WordPress critical error message
WordPress shows a message such as “There has been a critical error on this website”. It often means a plugin, theme or update has failed. WordPress may also email a recovery link to the site administrator.
03
A site that will not load
The site times out or shows a server error. The cause can sit in WordPress, the database, the hosting account or the domain.
04
A failure straight after a change
An update, a new plugin or a code change can break a site. Knowing what changed helps to isolate the fault.
05
A locked admin area
You may be unable to log in to the dashboard while the public site appears to work. That can be a fault or a sign of unwanted access.
06
A hosting notice or suspension
If your host has suspended the account, the page you see usually comes from the host. The reason matters: some suspensions relate to billing and some relate to malware.
What to do first
01
Note the message and what changed
Write down exactly what appears on screen, the web address and what was changed just before it failed. Screenshots help.
02
Check for a notice from your host
Look for emails from your hosting provider about a suspension, resource limits or malware. That tells you who controls the next step.
03
Check your administrator email
WordPress may have sent a message about a critical error, including a recovery link. Follow only messages that you recognise and that you expected.
04
Keep passwords out of email and forms
Do not send passwords or login details through the public form or ordinary email. A secure method is arranged when access is needed.
Is this a fault or a compromise?
It is more likely to be an ordinary fault if:
- the problem began straight after an update, plugin change or code edit
- the error message names a plugin, theme or file
- nothing unfamiliar has appeared on the site, in search results or in your user list
If you see redirects, spam in Google, unknown administrators, or your host has suspended the site for malware, use Hacked WordPress & Malware Removal instead, because repairing a compromised site without dealing with the compromise can make things worse. If you are unsure, submit the details and Dr Web can help work out which it is.
Why Dr Web
01
Diagnosis before changes
The first step is to establish the cause, so that the repair is targeted and safe.
02
Repair without ignoring security
If signs of compromise appear during a repair, the work moves to the recovery pathway before changes continue.
03
Not sure what the site runs on?
If you do not know the platform, Dr Web can check what the website runs on before recommending a next step.
04
Written findings
You receive a clear record of what was found and what was changed.
How Dr Web handles a broken website
01
Tell us what you can see
Send the website address, the message on screen and what changed beforehand. Do not include passwords.
02
We check fit and safety
Dr Web reviews the request and recommends the safest first step, including whether a security check is needed first.
03
The repair is scoped
The scope, access method and quote are agreed before the technical work begins.
04
Repair, verify and report
The agreed repair is completed, the important pages and functions are checked and the findings are recorded.
● RELATED RECOVERY FILE
Related Recovery File
This historical case involved both a website outage and a security compromise. Non-security outages follow a separate repair assessment path.
RELATED RECOVERY FILE / 001RECOVERED
Website Outage & Compromise
A verified earlier backup was restored, malicious files and unauthorised administrator access were removed, and the public website and administration area were confirmed operational.
- FINDINGS
- The website had been compromised.
- ACTION
- A verified earlier backup was restored.
Need help with something else?
Frequently asked questions
What does "There has been a critical error on this website" mean?
It is a WordPress message that shows that a plugin, theme or update has failed in a way that WordPress could not recover from. The cause needs to be identified from the error details before fixing it.
Can I fix a white screen by restoring a backup?
Sometimes, but a restore can also overwrite recent content or bring back an old vulnerability. The backup should be checked and the cause understood first.
Is my website down because it has been hacked?
It might be, but most faults are not security incidents. Redirects, spam in Google, unknown administrators or a malware notice from your host point towards compromise.
My hosting provider has suspended the site. What now?
Find out why. The provider controls the suspension. If it relates to malware, the site needs to be cleaned before the provider will approve restoration. Dr Web can investigate the WordPress side and provide technical information.
Can you repair a site if I do not know what platform it runs on?
Yes. Dr Web specialises in WordPress and can check what the website runs on before recommending a next step.
Will you need my password?
Not to start. Dr Web reviews the request first. If access is needed, it is arranged through a secure process, never through the public form or ordinary email.
Get the fault diagnosed
Tell us what you see and what changed. Dr Web will review the request and explain the safest next step.
