[Resolved] Pages randomly redirecting to homepage

[Author]

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[leilaG]

Our clients are reporting that try to access pages through clicking on links or menu items and are being redirected to the home page. This happens randomly, sometimes saving the permalinks settings page fixes it, but not always, but is becoming a daily issue.

Today we updated the page hidden link and lots of uses reported it was being redirected to the homepage and could not access the page.

We have has this issue for a few months now, it would be great to find the root cause and a solution, do you what could be causing this?

We have a staging site if needed

[Shane]

Hi Leila,

Yes please provide access to the staging site as well as a link to a page that gets redirected when clicks on.

However have you tried to disable all the non-toolset plugins to see if it resolves the issue ?

Only our Access plugin can perform redirects and this is done based on if the user has access to the page or now.

Please let me know.
Thanks,
Shane

[Shane]

private fields

[Shane]

Hi Leila,

What I would like for you to do is to check on the staging site with the non-toolset plugins disabled.

This is because there isn't a step to actually replicate the issue since you say it is random.

I suspect some plugin is causing the issue so I would say disable the non-toolset ones and monitor the staging site to see if the issue still occurs.

Thanks,
Shane

[leilaG]

Okay I will do that, but the problem does not occur for me, so unsure how we'll be able to find the cause on the staging site by waiting for it to happen.

We are still getting clients reporting this morning that this page is redirecting to the homepage - hidden link

Have you had reports of this issue before? Could it be a cache issue?

Thanks

[Shane]

Hi Leila,

I'm able to to see the issue on this link but not anymore.

As you say it is indeed random.

The only plugin can perform a redirect is our Access plugin and from what I can see the user roles have the correct permissions to view the pages.

However I would recommend to temporarily disable this and to monitor the website to see if the issue still occurs.

If it does still occur then its quite possible that another plugin is causing the issue. It should be noted that our access plugin will always redirect the user if they don't have permissions to view the page .

I checked and noticed that you have the Redirection plugin installed which could also be the cause of this issue as well.

Thanks,
Shane

[leilaG]

Okay, we have deactivated the redirection plugin and replaced it with a different one. We will monitor the issue and see how it goes.

Thanks for your advice.

[leilaG]

We just had a client get intouch saying this page is redirecting to the home page - hidden link

They are using - Safari on a MAC Mojave 10.14.6

We can not deactivate the Access plugin as we rely on this to restrict access to certain user types.

[Shane]

Hi Leila,

Could you perform the disabling on the stagin site ?

This would include the access plugin since we are not able to do this on the live site. However I do not suspect that this is a Toolset issue but something else interfering with the normal operation of the site.

Also these users who are trying to access these pages, do they actually have roles to be able to view the pages?

Thanks,
Shane

[leilaG]

Yes the users have access, we'll do some more trouble shooting. Thank you