Hello Imtiyaaz,

Thank you for reaching out to us.

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hello Imtiyaaz,

Thank you for providing me with temporary access.

I cannot see the Amelia plugin nor any of the other important items in the Admin menu that would let me perform checks.

Please double-check from your end and provide me with the admin account credentials.

Hey Riley.

Sorry for the late response. We're still looking into this so please keep the credentials active and we'll get back to you first thing in the morning.

Once again, please accept our sincere apologies for the late reply.

Hi again Riley.

The issue is coming from the "Quiz And Survey Master" plugin. When it's enabled, there's a 500 (server) error that blocks the admin-ajax call:

I temporarily installed WP File Manager plugin, created a "mu-plugins" folder in wp-content folder, and added the functions.php file that should bypass the behavior. This is the content of the functions.php file:

<?php
function wpamelia_exclude_conflict_plugins($plugins) {
    if (!defined('DOING_AJAX') || !DOING_AJAX || !isset($_GET['action']) || false === strpos($_GET['action'], 'wpamelia_api')) {
       return $plugins;
   }
   foreach($plugins as $key =--> $plugin) {
       if (false !== strpos($plugin, 'quiz-master-next')) {
           unset($plugins[$key]);
       }
   }
   return $plugins;
}
add_filter('option_active_plugins', 'wpamelia_exclude_conflict_plugins');

It works fine a few times (screenshot 1), but then it fails again from time to time (after refreshing the page - screenshot 2).

I don't know what's causing it to work so inconsistently. I see this plugin has an update pending, so before any further action is taken, can you try updating the plugin first? If you're still seeing the same behavior, can you reach out to their support and ask them about this, as I believe you'll have issues with any plugin that's using admin-ajax function on the site.

Also, can you clone your website?

If yes - I'll ask you to install the Duplicator plugin. It will generate a couple of files that you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.

The Duplicator plugin can export only up to 500MB of data, so if your site is bigger than that, please use the All-in-One WP Migration plugin.

Please note that the files will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.

Also please note that this is a public ticket, so if you're sending us the duplicator, please make sure to enable the PRIVATE response again.

Hello Riley,

Thank you for your patience.

We have passed this issue to our developers and we will provide you with an update as soon as we have one.

Feel free to contact us if you have any other questions.

Hello Riley,

We have not been able to replicate this error on the cloned website.

Can you please provide us with either the staging website or the FTP credentials so we can have a detailed look at the files and find what the error is?

Along with that, can you please provide us with the Error log file?

Looking forward to your reply.

Hello Riley,

For the FTP credentials, you will have to reach out to your hosting provider and ask them for the FTP credentials and provide us with those credentials. 

In regards to the error log, you will have to have the access to the files of your WordPress website and find the error log file in there. You can check the following link on how to do that.

Looking forward to your update.