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502 bad gateway - by donhetter - on WordPress WooCommerce support

This topic has 8 replies, 2 voices, and was last updated 4 years, 11 months ago ago by Olga Barlow

donhetter

Participant

January 15, 2020 at 22:24

Hello..

Recently over the last week we keep getting complaints from customers when they go to our website the site is down at times. They get a 502 bad gateway error.

A look at our apache logs shows a ” Timeout waiting for output from CGI script ”

We contacted our website and they can confirm the issue is not on there end, like a problem with there servers. They said it looks to do with a issue with the website theme or a plugin that is associated with the theme.

Is there a way you can check this and resolve any issues you might find?

#228377 Copied Theme version: XStore | Responsive Multi-Purpose WooCommerce WordPress Theme

7 Answers

Olga Barlow

Support staff

January 15, 2020 at 23:19

Hello,

Provide us with server error logs to get detailed information about mentioned error and WP Dashboard and FTP access to your site.

Regards

#228379 Copied

donhetter

Participant

January 16, 2020 at 20:38

Apache error logs can be viewed at SiteTools > Statistics > Error log

2020-01-13 22:53:39.823897 [Mon Jan 13 22:53:39.823836 2020] [:warn] [pid 5431] [client 198.55.109.130:44030] Timeout waiting for output from CGI script /home/u47-gqsz9xuzqcd2/www/officialhcgdietstore.com/public_html/index.php, referer: https://officialhcgdietstore.com/
2020-01-14 18:49:13.090873 [Tue Jan 14 18:49:13.090805 2020] [:warn] [pid 35158] [client 54.36.150.114:33348] Timeout waiting for output from CGI script /home/u47-gqsz9xuzqcd2/www/officialhcgdietstore.com/public_html/index.php
2020-01-14 18:50:13.150876 [Tue Jan 14 18:50:13.150773 2020] [:warn] [pid 35158] [client 54.36.150.114:33348] Timeout waiting for output from CGI script /home/u47-gqsz9xuzqcd2/www/officialhcgdietstore.com/public_html/index.php
2020-01-14 18:50:22.594845 [Tue Jan 14 18:50:22.594790 2020] [:warn] [pid 36197] [client 72.28.245.200:48572] Timeout waiting for output from CGI script /home/u47-gqsz9xuzqcd2/www/officialhcgdietstore.com/public_html/wp-admin/admin-ajax.php, referer: https://officialhcgdietstore.com/wp-admin/edit.php?post_type=shop_order

Please contact administrator
for this information.

#228430 Copied

Olga Barlow

Support staff

January 17, 2020 at 13:04

Hello,

1) “SiteTools > Statistics > Error log” are you talking about cPanel menu? Because there is no such menu item in WP Dashboard. We installed Error logs plugin and don’t see any errors
http://prntscr.com/qp0d1t

2) Do you use features of the WooCommerce Services plugin? Because it has not very good rating https://wordpress.org/plugins/woocommerce-services/ and also could be the reason of the issue because there is link to WooCommerce orders in the list of errors you provided http://prntscr.com/qp0rc8

3) Jetpack plugin generates errors https://prnt.sc/qp07yi Once we disable plugin errors disappear. WooCommerce Services plugin requires Jetpack, so I would recommend you to disable both plugins and check if you face your issues. If not then those plugins are the reason of the problem.

4) Google Analytics for WordPress by MonsterInsights plugin does not support auto JS minification http://prntscr.com/qp0ubg and generates error in console http://prntscr.com/qp0thp . Contact plugin author to fix this issue with minification support.

Regards

#228449 Copied

donhetter

Participant

January 17, 2020 at 16:26

2 Do we even need the woocommerce plugin? because it appears we never use it?

3 As for the jetpac plug. Do we need this as well for woocommerce?

#228466 Copied

Olga Barlow

Support staff

January 17, 2020 at 17:09

Hello,

2) What do you mean you never use it? WooCommerce plugin is plugin that allows you to create products and sell them https://wordpress.org/plugins/woocommerce/ . If you don’t want to have and sell products then you can disable it. But WooCommerce Services is an additional plugin https://wordpress.org/plugins/woocommerce-services/ and in the plugin description you can read what options WC Services plugin provides.

3) You don’t need this plugin for WooCommerce but it’s required for WooCommerce Services. So if you don’t use WooCommerce Services plugin than you can keep disabled Jetpack.

Regards

#228475 Copied

donhetter

Participant

January 18, 2020 at 20:12

1) I was asking if we need the WooCommerce Services plugin? I was asking if we need this additional plugin.

2) We are still getting the 502 error page. We contacted siteground and again they said its not on there end but according to there error logs that they can record they get the message:

2020-01-18 18:55:38 UTC [apache][:warn] [pid 11022] [client 72.28.245.200:55396] Timeout waiting for output from CGI script /home/u47-gqsz9xuzqcd2/www/officialhcgdietstore.com/public_html/wp-admin/edit.php, referer: https://officialhcgdietstore.com/wp-admin/admin.php?page=woocommerce_ac_page&action=listcart&wcal_deleted=YES
‮

#228522 Copied

Olga Barlow

Support staff

January 20, 2020 at 10:37

Hello,

1) I’m not sure about this, it’s your site. This plugin does not come bundled with our theme, so we don’t have any recommendations about this. Read the plugin description and decide if you need it or not.

2) If you take a look at links you’ll see that it comes to settings of the third-party plugin (Abandoned Cart Lite for WooCommerce), not to our theme settings or files. We don’t see any queries in our theme that could cause the mentioned error and any links to our settings in the error logs, so check the third-party plugins that you use. For example, plugin mentioned above.
Also, if you check the WooCommerce > Status > Logs you’ll see that GreenPay by Green Payment Processing plugin generates log files everyday http://prntscr.com/qq5cou So, clear from the plugin author if you need these logs and disable them in plugin settings if not.

Regards

#228565 Copied
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