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Opened 5 years ago

Last modified 5 years ago

#47765 new enhancement

Email from improved fatal error protection

Reported by: xakan's profile xakan Owned by:
Milestone: Awaiting Review Priority: normal
Severity: minor Version: 5.3
Component: Site Health Keywords:
Focuses: Cc:


Hi WordPress team!

Your new feature about fatal error protection is really great! But I can see one thing that doesn't look good to me.

In the email sent to the administrator of the site, you tell to the user to contact his/her hoster.

In reality, a hoster won't intervene on the site/application of his customers and they won't understand why they don't receive any help whereas WordPress told them to contact their hoster.

Furthermore, there are no more logs in php error.log file, which is more often the only one accessible to the hoster.

Maybe it would be better to add some links to "good practices" for debugging, or to the WordPress community. Whet do you think?

xakan, a hosting support guy

Change History (5)

#1 @SergeyBiryukov
5 years ago

  • Component changed from Administration to Site Health

This ticket was mentioned in Slack in #core-site-health by clorith. View the logs.

5 years ago

#3 @xakan
5 years ago

Hi, I allow myself make a little up regarding this ticket, as our customer don't understand why we ask them to contact the community.

Thanks for any feedback.

#4 @Clorith
5 years ago

I'm not sure if this line needs changing, it's a generic one as many users have managed hosts, where it is the host that would look into this for them. On top of this, the string is actually filterable (that line specifically has a recovery_email_support_info filter), which would help diversify this in cases where it's not applicable.

I'm still open to other suggestions though, so if there's specific suggestions for the string, I'm all ears.

#5 @xakan
5 years ago


Even if many customers use managed hosts, the hosting provider generally only intervenes on the infrastructure, the OS or the general configuration of the host. Whereas the customer's website code is the customer's responsibility, or the responsibility of their website administrator/developer.

For example, if a customer updates a plugin and this plugin breaks their website, we will only give them some tips, or tell them to contact WordPress's community.

We would suggest to change the wording to something like :

"Please contact the individual or organization in charge of your website for assistance with investigating this issue further"

Currently, our customers open a ticket and then don't understand why we tell them that we can't do anything.

Furthermore, there are no longer logs in php error.log file, and we can't investigate on the root cause.

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