In some cases, the Search Atlas MetaSync/OTTO WordPress plugin has been identified as the source of abnormal server load — causing CPU exhaustion and, in some cases, the website going offline. This article explains what to do if you experience this issue and how to escalate it to our team.
The MetaSync/OTTO WordPress plugin can, under certain conditions, generate abnormal server load that exhausts a server's CPU allocation. Hosting providers such as SiteGround may detect this and disable the plugin automatically to protect your server. Our engineering team is aware of this class of issue and investigates each report.
If your hosting provider has flagged the MetaSync/OTTO plugin as the cause of CPU exhaustion or has disabled it to protect your server, follow these steps:
Do not re-enable the plugin until you have confirmed with our support team that it is safe to do so on your account.
Note any reference numbers provided by your hosting provider (incident IDs, case numbers, or support tickets). You will need these when contacting us.
Check your plugin version in your WordPress dashboard and have that version number ready to share with our support team.
Contact Search Atlas support via the chat widget (see below) so our team can investigate your specific case and confirm when it is safe to re-enable the plugin.
To help our team resolve your case as quickly as possible, please have the following information ready:
Your Search Atlas project name or workspace URL
The domain of the affected WordPress site
Your current MetaSync/OTTO plugin version number
Any incident IDs, case numbers, or error messages provided by your hosting provider
The approximate date and time the issue began
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.