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My store is getting error 500 – CPU overload

This topic has 15 replies, 3 voices, and was last updated 4 months, 1 weeks ago ago by Luca Rossi

Caique Lourenço

Participant

October 20, 2024 at 04:00

Hello,

I would like help to solve my problem. Just over 10 days ago, my site started to crash, showing error 500.

Every time it crashed, I contacted my hosting support (Hostgator), and they said that the logs show that it was caused by the index.php file on my hosting, and the only information they can provide is that it crashed due to CPU overload.

They recommended several ways to reduce CPU consumption, such as installing a cache plugin, optimizing the database, cleaning unused files or folders, and a few other things. I did all of this, but nothing worked; it kept crashing due to maximum CPU usage.

The last time I contacted them, they recommended disabling all the plugins on the site and testing them one by one to see which one was causing the issue. I tested it yesterday and left only 5 plugins:
1 – Elementor
2 – Pro Elements
3 – WooCommerce
4 – Brazilian Market on WooCommerce
5 – XStore Core

To my surprise, it continued to crash and show error 500.

I urgently need help, as I don’t know what else to do.

I will attach the password for my wp-admin and also include the password for my cPanel to check the server directly.

Please, contact administrator
for this information.

#419550 Copied Theme version: 9.4.2

14 Answers

Jack Richardson

Support staff

October 21, 2024 at 07:20

Dear @Caique Lourenço,

I hope this message finds you well.

We would like to inform you that the wp-admin access you provided is incorrect. Kindly review the details in the private area for more information. Additionally, we noticed that you have only provided cPanel access, whereas we also require FTP access to proceed.

For FTP access, please provide the following details:
– FTP Host
– FTP Username
– FTP Password
– FTP Port
– FTP Encryption Type

If you are unsure how to create these credentials, we recommend reaching out to your hosting provider for assistance.

Once we receive the correct access credentials, we will proceed with testing the specific issues on your website. Based on the information you have already shared, we also suggest contacting the support teams of the plugins that are causing the highest CPU load. As you can see, the XStore Core plugin, which is integrated with our theme, ranks only 5th in terms of resource usage, following several other plugins.

Thank you for your cooperation. We look forward to resolving the issues as soon as possible.

Best regards,
Jack Richardson
8Theme Team

Please contact administrator
for this information.

#419619 Copied

Caique Lourenço

Participant

October 21, 2024 at 14:01

Sorry for the wrong password.

I attatched new one in the private content.

One point:
Xstore was not ranked fifth among the plugins. The list I shared is not in order; I only numbered them 1, 2, 3, 4, and 5 to exemplify that I included 5 plugins. However, I don’t know which one is causing the issue or which one is heavy.

Please contact administrator
for this information.

#419755 Copied

Jack Richardson

Support staff

October 21, 2024 at 15:36

Dear @Caique Lourenço,

I hope this message finds you well.

Could you kindly review the access details provided and share the correct FTP credentials with us? Please note that we require FTP access specifically, not cPanel access as previously provided.

Thank you for your attention to this matter.

Best regards,
Jack Richardson
8Theme Team

#419781 Copied

Caique Lourenço

Participant

October 21, 2024 at 15:42

done

Please contact administrator
for this information.

#419783 Copied

Jack Richardson

Support staff

October 22, 2024 at 07:28

Dear @Caique Lourenço,

I hope this message finds you well.

We have conducted an in-depth test using the custom plugin to inspect the CPU issues on your website. The results of this test have been attached in the private content area for your review.

Unfortunately, during our testing, your website encountered a 500 error on both the admin and frontend sections. We attempted to connect to your FTP to investigate further, but encountered the following error:

– Error: Connection timed out after 20 seconds of inactivity
– Error: Could not connect to server

Could you kindly check the FTP connection on your end? We recommend trying to connect using FileZilla to verify the credentials. Additionally, please confirm if there are any IP restrictions or other settings that might be preventing us from accessing the FTP.

We appreciate your prompt attention to this matter and look forward to your response.

Best regards,
Jack Richardson
8Theme Team

Please contact administrator
for this information.

#419858 Copied

Caique Lourenço

Participant

October 22, 2024 at 14:54

Hello guys,

I think it’s just a matter of changing the hostname to the server IP, like I sent in the private content.

Please contact administrator
for this information.

#419983 Copied

Jack Richardson

Support staff

October 23, 2024 at 07:46

Dear @Caique Lourenço,

We hope this message finds you well.

Have you had the opportunity to review our analytics? It should provide detailed insights into the primary cause of the CPU-related issues. If you still believe that our theme is the source of the problem, we would be happy to share screenshots publicly to clarify the situation where it is shown the heavy sources on your web-site but also the URL might be on few screenshots too.

Please feel free to reach out if you need further assistance.

Best regards,
Jack Richardson
The 8Theme Team

#420078 Copied

Caique Lourenço

Participant

October 23, 2024 at 13:07

Hi Jack,

Yes, I saw the details, but I didn’t understand. What do you suggest then?

I am absolutely lost, the support from my hosting provider says it’s not their issue and that I need to ‘optimize my CPU,’ and you say it’s not your fault either. What should I do?

I have no alternative to move forward.

#420149 Copied

Caique Lourenço

Participant

October 24, 2024 at 14:13

can anyone help?

#420342 Copied

Jack Richardson

Support staff

October 25, 2024 at 09:07

Dear @Caique Lourenço,

We hope this message finds you well.

Your hosting provider has recommended upgrading your CPU to better meet your needs. We suggest reaching out to them directly to discuss the necessary steps for this enhancement.

Please note that our support is limited to the projects developed by our team. As indicated in the screenshots we provided after testing the resource usage, it appears that other plugins may be contributing to the issue. We recommend contacting the support teams for those specific plugins to explore potential solutions.

We appreciate your understanding of our position and our focus on supporting only the projects created by our team.

Best regards,
Jack Richardson
The 8Theme Team

#420426 Copied

Caique Lourenço

Participant

November 21, 2024 at 17:02

Hello guys, It’s me again,

I prefer to use the same topic here for my problem

I think I solve the 500 error, thank you all.

But in the bestsellers section, when click in another category, it is loading forever and get 403 error, see attached image, please.

And, if you need access, I already send to you in other replies here in the post.

Files is visible for topic creator and
support staff only.

#424599 Copied

Jack Richardson

Support staff

November 22, 2024 at 15:27

Hello @Caique Lourenço

Could you please, check now ?
We made a test and there is not such error 403 on your home page, please, check the video -> https://gyazo.com/0a11c61630d7960012122f86db77dc38.

Kind regards,
Jack Richardson
The 8theme’s team

#424742 Copied

Caique Lourenço

Participant

November 22, 2024 at 15:35

keep with 403 error and loading forever, mobile and desktop.

see here: https://file.io/1hoQ0yQG0AsQ

#424745 Copied

Luca Rossi

Support staff

November 24, 2024 at 08:56

Dear @Caique Lourenço,

We hope this message finds you well.

It appears that the screenshot you shared has been deleted: https://prnt.sc/XvujeXNuXtY9.

Could we kindly ask you to reupload it at your earliest convenience?

Thank you for your attention to this matter.

Best regards,
The 8Theme Team

#424900 Copied
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