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Site is broken after update - by Teal - on WordPress WooCommerce support

This topic has 21 replies, 4 voices, and was last updated 5 years, 8 months ago ago by Olga Barlow

Teal

Participant

February 25, 2019 at 12:34

HI There,

I have updated my site with the new version of Legenda and am now getting this error for all pages

This page isn’t working fusionboard.co.uk is currently unable to handle this request.
HTTP ERROR 500

Please, contact administrator
for this information.

#209783 Copied Theme version: 3.9.2 WooCommerce version: 3.5.5

20 Answers

Rose Tyler

Support staff

February 25, 2019 at 13:06

Hello,

Error 500 means that there is some Fatal error in PHP script or on the server side. You can turn on debug mode in WordPress to see the error https://codex.wordpress.org/Debugging_in_WordPress
If it will not show any errors then contact your hosting providers and ask them to give you a server error log to check what is wrong.

Regards

#209787 Copied

Teal

Participant

February 25, 2019 at 13:30

If I go into my Plesk panel and change the theme to the standard wordpress one it does not show the server error and I can access the admin panel.

So I over wrote the theme I installed this morning (3.9.2) with 3.9.1 and it seems OK now.

So I think there is an issue with 3.9.2

#209793 Copied

Rose Tyler

Support staff

February 25, 2019 at 13:42

Please enable the wp_debug mode and provide us with temporary wp-admin (username and password) and FTP access (hostname, username, password, port).

Regards

#209794 Copied

Teal

Participant

February 25, 2019 at 13:56

Some of the menus and categories were not working when I went back to the last version, but I have re-saved things and the site seems to be working fine.

I’ve provided the other info here.

Thanks

Please contact administrator
for this information.

#209800 Copied

Teal

Participant

February 25, 2019 at 13:58

Sorry, the user name I gave you was wrong.

Please contact administrator
for this information.

#209801 Copied

Rose Tyler

Support staff

February 25, 2019 at 14:46

I can’t connect to your server using FTP. Please check access.

Regards

#209813 Copied

Teal

Participant

February 25, 2019 at 14:58

I seem to be able to login OK.

standard FTP protocol and login type normal

Please contact administrator
for this information.

#209816 Copied

Olga Barlow

Support staff

February 26, 2019 at 10:36

Hello,

We tried to test compatibility with third-party plugins that you use and disabled all the plugins that do not come bundled with our theme. But disabling of third-party plugins causes 500 error. Please, check the server error logs and provide it to us. Do you use any specific plugin that blocks access to your site once the plugin is disabled? Or is it your CDN settings (Error 1015) ? Disable CDN or enable dev mode to disable CDN caching while we trying to fix the issue with theme update!

Regards

#209865 Copied

Teal

Participant

February 26, 2019 at 11:39

The only plugin that may have an affect like that is Wordfence, I’m not sure.

The other thing we have is that we are using Cloudfare to run traffic through for security, could this have a similar affect?

Strange that it runs OK with the last version of Legenda and not this one.

We don’t have a CDN that I am aware of unless Cloudfare uses something like that.

Please contact administrator
for this information.

#209870 Copied

Teal

Participant

February 26, 2019 at 11:42

I have enabled develoment mode in Cloudfare. This is what it says:

Development Mode
Temporarily bypass our cache allowing you to see changes to your origin server in realtime.

Note: Enabling this feature can significantly increase origin server load. Development mode does not purge the cache so files will need to be purged after development mode expires.

#209871 Copied

Teal

Participant

February 26, 2019 at 15:14

Hi There,

Our site has been down for a while now. Are you still working on it?

#209907 Copied

Teal

Participant

February 26, 2019 at 15:15

This page isn’t working fusionboard.co.uk redirected you too many times.
Try clearing your cookies.
ERR_TOO_MANY_REDIRECTS

#209908 Copied

Teal

Participant

February 26, 2019 at 16:24

Please can you let me know what is happening. The site is still down, are you working on it?

#209922 Copied

Rose Tyler

Support staff

February 26, 2019 at 16:27

Yes, please wait. We will let you know once the theme will be updated.

Regards

#209923 Copied

Olga Barlow

Support staff

February 26, 2019 at 18:01

Hello,

We can’t find out why your site is down. It’s not because of theme. Seems problem is related to your server or third-party plugins that you used and that we tried to disable (site is down once we disabled plugins) or CDN. Please, contact your hosting provider and ask to check the server error logs because we don’t see any new errors in the debug.log file and warnings you posted in private message should not cause 500 error.

Regards

#209927 Copied

Teal

Participant

February 26, 2019 at 19:25

So I restored the site back to before you made the changes today and it works OK.

I noticed on the server logs that there was this warning:

AH01071: Got error ‘PHP message: PHP Warning: Unknown: failed to open stream: No such file or directory in Unknown on line 0\nPHP message: PHP Warning: Unknown: failed to open stream: No such file or directory in Unknown on line 0\nPHP message: PHP Fatal error: Unknown: Failed opening required ‘/var/www/vhosts/fusionboard.co.uk/httpdocs/wordfence-waf.php’ (include_path=’.:/opt/plesk/php/7.2/share/pear’) in Unknown on line 0\n’

So I thought the problem is with Wordfence.

So I went into the working version of the site, deactivated Wordfence only, then overwrote the Legenda vession 3.9.1 with 3.9.2

Then the site is broken again, but this is the error now:

Parse error: syntax error, unexpected ‘}’, expecting end of file in /var/www/vhosts/fusionboard.co.uk/httpdocs/wp-content/themes/legenda/framework/theme-functions.php on line 2293

I will now restore back to the working version which has 3.9.1

The the problem is surely with the Theme or a conflict with something else. Everything is fine until I update the theme then it breaks.

Please let me know what you think we should try next.

Thanks

#209933 Copied

John Holden

Support staff

February 27, 2019 at 06:27

Hi,

I can’t login into FTP, please check again http://prntscr.com/mqny56

Regards,

#209951 Copied

Olga Barlow

Support staff

February 27, 2019 at 09:40

Hello,

Fixed. Check now.

Regards

#209954 Copied

Teal

Participant

February 27, 2019 at 11:02

All seems fine now, thanks. What was the issue?

#209959 Copied

Olga Barlow

Support staff

February 27, 2019 at 11:32

Hello,

Our developers used the short form of the PHP open tag <? in the piece of code but the short_open_tag directive was disabled on your server and it caused that error. We have changed the short form to long form <?php to fix the issue.

Regards

#209962 Copied
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