Hi there,
We have a university & college directory website on the above subdomain. We set up a Cloudflare account for this subdomain. Now, we realized that we lost all custom fields and its data. It's horrible, cause we spent hundreds of hours creating and entering the data.
Please tell us what should we do?
We use siteground plugin, wp-rocket cache, Cloudflare CDN.
Thank you
Hello. Thank you for contacting the Toolset support.
This is really strange. The custom fields you create must be there in the database. It should not be displayed currently and we need to find the cause for that.
In order to minimize the cause of the issue, have you already followed basic debug steps?
Could you please try to resolve your issue by deactivating all third-party plugins as well as the default theme to check for any possible conflicts with any of the plugins or themes? - Do you see any difference? if no:
==>
I would like to know:
- What custom fields you created is missing - from where exactly?
- is all custom field groups are missing or some are displayed?
- Could you please activate WP_DEBUG from wp-config.php file and send me possible errors for review. - Do you see any errors?
- What if you activate the error_log - Do you see anything with logs?
=> https://toolset.com/documentation/programmer-reference/debugging-sites-built-with-toolset/#php-debugging
I will require temporary admin access details in order to check what's going on with your setup.
*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.
I have set the next reply to private which means only you and I have access to it.
This is Nigel, I'm going to take a closer look, and I need a copy of your site.
The user you provided is only an admin, I think, and as this is a multisite I need superadmin capabilities to be able to install a plugin I'll use to take a copy of this subsite.
I took a copy of the site. I had problems installing the duplicate—it's a, shall we say, complicated install—so I ended up just using the database on a clean install.
And with that I can see the problem, but not its cause.
Details of the custom fields themselves are stored in the wp_options table (in the option wpcf-fields), while details of the Custom Field Groups they belong to are stored as posts and postmeta (the post meta with key _wp-types_group_fields stores the list of fields belonging to the group).
In your site, all of this information is missing.
The actual data, the custom field values belonging to posts, is stored in the postmeta table, that is not lost.
I'm going to consult with the developers about what the options are, but it looks to me that because the data about the custom field groups and settings are missing, they can only be recreated manually by adding details of the custom fields to the field groups through the admin again. That should work with your existing data in most cases, but not for complex field types like checkboxes.
So, the preferred solution would be to use a backup from before this problem arose, which will have the data missing about the custom field groups and custom field definitions, and that can be added to your current site.
Do you know when this problem arose?
Do you have backups available from before that date?
Hi Nigel,
I tried to back up to even 10 days ago. But still, the results are the same.
So I tried to explore my database, Then I found my fields in my database and table: "swa_3_options" by exploring through PHPMyAdmin. You can find the attached and see the table content. (Don't make it public please)
It seems it exists but somehow its is now visible on WP backend. As the hosting service provider transferred to Google Clouds from SSD servers. does it make sense its a conflict between Toolset and the new cloud servers?
If yes, How about if we return to SSD servers. Possibly can resolve the issue?
Thank you
Your installation is a multisite and I took a copy of the single site, which may explain why the database prefix you are reporting is different to the one I see.
I went to log back in to your site to have another look, but WordFence has locked me out.
Could you please fix that?
I doubt that a different server could explain the problem, although it is not inconceivable that data was lost when moving servers.
Do you not have a backup available from before switching servers?
Hi Nigel,
when I bought Toolset I expected better support. Reply after 3 days?
The problem is solved, but for your info when the SiteGround moved to Google cloud servers and complete export from the old server was made using a specific charset, and re-imported into a new database on the new server, made anything goes wrong.
Anyway, Thank you for the checking but I expected more concern from your side to customers and a more quick response.
Have a Great day.
