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Troubleshooting: Website crashed completely

This topic has 32 replies, 3 voices, and was last updated 3 years, 6 months ago ago by Olga Barlow

Intermedia

Participant

July 12, 2021 at 15:38

Hi,

The Website just all of a sudden appears like in this screenshot. I didn’t do anything special before it happened and I even did beck up recovery to the website but it’s still there…

I got this mail from wordpress:

Error Details
=============
An error of type E_ERROR was caused in line 2295 of the file /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-content/themes/xstore/framework/woo.php. Error message: Uncaught Error: Call to undefined method St_Woo_Shop::get_gallery_image_ids() in /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-content/themes/xstore/framework/woo.php:2295
Stack trace:
#0 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/class-wp-hook.php(292): etheme_available_variation_gallery()
#1 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/plugin.php(212): WP_Hook->apply_filters()
#2 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-content/plugins/et-core-plugin/packages/st-woo-swatches/public/partials/class-st-woo-shop.php(145): apply_filters()
#3 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/class-wp-hook.php(292): St_Woo_Shop->available_variations()
#4 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/plugin.php(212): WP_Hook->apply_filters()
#5

Please, contact administrator
for this information.

#293822 Copied Theme version: v.7.2.11 WooCommerce version: 5.4.1

31 Answers

Intermedia

Participant

July 12, 2021 at 19:23

Ok, I found what causes the error. It’s the ‘Ajax Products Tabs’ widget. There’s a problem with the filtering settings. As soon as I change the smallest thing from the default settings of the widget it will cause the error. In the meantime I left it with the default settings but please help me out to fix it.

#293844 Copied

Olga Barlow

Participant

July 13, 2021 at 09:39

Hello,

1) Provide us with screenshots of the options that cause the mentioned error.
2) Provide us with WP Dashboard and FTP access to your site to check the issue in more detail and help you.

Regards

#293886 Copied

Intermedia

Participant

July 13, 2021 at 17:37

Please contact administrator
for this information.

#293947 Copied

Olga Barlow

Participant

July 14, 2021 at 12:24

Hello,

Your screenshot is broken. You can use Gyazo tool to make and share screenshot.

Regards

#294054 Copied

Intermedia

Participant

July 14, 2021 at 14:06

#294064 Copied

Intermedia

Participant

July 14, 2021 at 14:07

https://gyazo.com/ad3c36c7de36a5f8c5ab0b8f8c146854

#294065 Copied

Intermedia

Participant

July 14, 2021 at 14:08

https://gyazo.com/ad3c36c7de36a5f8c5ab0b8f8c146854

#294066 Copied

Olga Barlow

Participant

July 14, 2021 at 17:29

Hello,

It’s ok for me https://gyazo.com/18bf390815975a677f2a7ae67864ce1f

Regards

#294108 Copied

Intermedia

Participant

July 15, 2021 at 12:43

Thank you 🙂

#294202 Copied

Olga Barlow

Participant

July 15, 2021 at 13:25

You are welcome.

Regards

#294217 Copied

Intermedia

Participant

July 25, 2021 at 13:36

Hi,

I have now a new problem. Since a few days the bottom header with the Menu is completely distorted but only on tablet horizontal screen size around 970-1024 px, as you can see in the screenshot attached herewith. I couldn’t find the reason for that so far.
Can you pls help me with it?

https://gyazo.com/74e610b03cb8c6e4a51cfc94fa1adc2a
Thanks a lot!

#295922 Copied

Rose Tyler

Support staff

July 25, 2021 at 15:24

Hello,

Could you provide temporary FTP access? FTP host, FTP username, FTP password, FTP port. If you don’t know what the FTP is then you need to contact your hosting provider. Hosting support knows

Regards

#295931 Copied

Intermedia

Participant

July 26, 2021 at 12:33

Hi,
You have already all details of FTP access in the former massages of this topic

#296068 Copied

Olga Barlow

Participant

July 26, 2021 at 14:21

Hello,

1) Could you, please, check using the real device, not Chrome emulation? Do you have the mentioned issue with the real device?
2) Dashboard is ok but FTP does not work https://prnt.sc/1g5wmip

Regards

#296089 Copied

Intermedia

Participant

July 27, 2021 at 17:13

1) Of course I checked it also on the a real tablet, this is how I found out about it actually.
2) The permissions I gave the user I sent you are including creating and managing FTP accounts

Please contact administrator
for this information.

#296369 Copied

Olga Barlow

Participant

July 28, 2021 at 11:34

Hello,

Thank you. This time it works. I passed the issue to our developers. They are looking solution. I’ll inform you once they fix the problem.

Regards

#296490 Copied

Intermedia

Participant

July 28, 2021 at 11:46

Ok, thank you. I’m waiting then.

#296493 Copied

Olga Barlow

Participant

July 28, 2021 at 12:44

Hello,

Check now.

Regards

#296517 Copied

Intermedia

Participant

July 28, 2021 at 13:59

Thank you, now it’s good.

#296531 Copied

Intermedia

Participant

July 28, 2021 at 18:24

Now there’s a problem with the mega menu in the ‘all categories’ menu. I change the statics blocks in the mega menu settings and it keeps showing me the same statics blocks. I guess it’s cash but I didn’t have it before. How can I clean it then?

#296593 Copied

Rose Tyler

Support staff

July 29, 2021 at 09:04

Hello,

Theme Options > Speed Optimization > Menu Cache > Off, then clear cache of browser and check.
If this doesn’t help, provide screenshots for a better understanding of the problem.

Regards

#296653 Copied

Intermedia

Participant

August 12, 2021 at 12:26

Hi, yes I know that and I did this things but it didn’t help. Anyway at the moment it’s ok cause I work with W3 Total Cache plugin.

#298657 Copied

Intermedia

Participant

August 12, 2021 at 12:26

But I have a much bigger problem which I wanted to consult with you. The website is REALLY slow, especially on the mobile version. I tried the W3 plugin but it didn’t actually improved it but the other way around. Could you check maybe what causes this and to help me solve this problem?

Please contact administrator
for this information.

#298658 Copied

Olga Barlow

Participant

August 13, 2021 at 11:20

Hello,

1) I can’t log in to your WP Dashboard using previous access https://prnt.sc/1nxlnpe
Try the Nitropack plugin to optimize site perfomance.
2) Tell me static block of which menu element did you change? Provide screenshot of the changes block and screenshot how it looks on the frontend for a better understanding of your changes. Also, waiting for the correct WP Dashboard access to check the issue.

Regards

#298762 Copied

Intermedia

Participant

August 15, 2021 at 13:35

The problem with the static block is somehow solved for the moment, since I moved the website to a new domain. Now also when I’m changing elements on the menu’s static blocks it appears.
The big problem at the moment is really the SPEED. I did some changes in order to reduce the number of requests from the server and it got better but now the problem on mobile is mainly 2 elements: the ‘slider revolution’ which needs ages to load on mobile and the products slider which has the same problem.
A Screenshot of the product slider: https://gyazo.com/b44a410d449df402b7ffca3278eddf28
I sent you new user details.

Please contact administrator
for this information.

#298932 Copied

Olga Barlow

Participant

August 16, 2021 at 12:46

Hello,

Provide us with the correct WP Dashboard access to your site https://prnt.sc/1pow3u2 to check the settings you use for the Revolution slider optimization. Do you use Lazy loading option for the product sliders in the Product element settings?

Regards

#298996 Copied

Intermedia

Participant

August 16, 2021 at 12:55

Sorry, I sent you now the correct password. No I don’t use this option.

I use now NitroPack which makes it in certain things a bit better and on others worse.
But still it’s super slow on mobile. Not only the loading of the elements and mainly the sliders but also the reaction times for clicks and everything else.

Please contact administrator
for this information.

#298998 Copied

Olga Barlow

Participant

August 16, 2021 at 20:44

Hello,

I enabled lazy loading for the products element. Tested site using GTmetrix and score is ok https://gtmetrix.com/reports/erm-implants.com/vETnEttX/

Regards

#299054 Copied

Intermedia

Participant

August 16, 2021 at 20:52

The score is ok now because of the NitroPack plugin but when you try to actually use the site on mobile it’s still feels very slow. In addition I made some changes and optimisation with CDN and other things but I want to understand the core problem. The lazy Load not really changing the feeling and it doesn’t look good.

#299056 Copied
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