Hi @govisola,
Thank you for reaching out and I totally understand your frustration. I’ve reviewed both the thread and the GitHub link you shared, and it appears the issue discussed there is different from what you’ve described here, as well as from the issue that was previously resolved.
In the original thread here: https://wordpress.org/support/topic/discrepancy-between-php-info-and-woocommerce-status-report/, you mentioned a discrepancy between the memory limit reported by phpinfo() and the WooCommerce system status. That topic focused on differences in reported values.
On GitHub, the issue you referenced relates to the woocommerce_rest_api_option_permissions hook, which has already been addressed and resolved, as explained in this comment: https://github.com/Automattic/woocommerce-payments/issues/7864#issuecomment-2808866567. This particular issue isn’t connected to your site being intermittently unavailable, which wasn’t mentioned in the earlier discussion.
Since this sounds like a new and separate concern—your site being inaccessible at certain times—I’ll treat it as a new request. Could you please clarify how you noticed this downtime? Are you using an uptime monitoring tool, or is it something you’ve observed while visiting the site yourself? Any additional details will help us better understand what might be happening.
Also state how you were able to come to the conclusion that this is being caused by WooCommerce as it’ll help us to further recreate the issue.
Hello @mosesmedh
thanks for the response. In the previous discussion I mentioned that and a person of the support said “the issue lies within the WooPayments plugin itself and our development team is currently aware of it and working towards a solution”.
I don’t know what an uptime monitoring tool is. The problem: time to time, randomly during the day, my website is loading and loading for minutes. After that, I received an “Internal server error” message. Sometimes I do not receive it.
But I’m tired of explaining it. It’s a problem that I have for years. Four months, I’m pretty sure now, you will say, “Are you saying that you have a service error? So you have to call your provider”. I already called them. I talked to them many times, and they told me the server is the best one. It’s perfect. Or now you will say “maybe it’s your theme”. I use Astra and no, it’s not Astra. I told them many times. We found out that it was a configuration-related with with woocommerce.
Zee
(@doublezed2)
Hello Giuseppe,
Thank you for your reply.
I understand your frustration, and I’m here to help resolve this.
In your previous topic, you mentioned the following issues:
1- A mismatch between the PHP Info and the WooCommerce Status Report
2- Intermittent internal server error
3- A deprecation warning related to the woocommerce_rest_api_option_permissions hook
The third issue was addressed in this GitHub thread: #7864, but it seems that didn’t fully resolve your situation.
At this stage, I recommend we start a fresh investigation, focusing on the intermittent internal server error. To start troubleshooting, please share your site’s latest System Status Report and error logs with me. You can paste them into https://pastebin.com and share the links here.
We rely on error logs and other available site data to troubleshoot, and while some issues can take more time to pinpoint, we’re committed to helping you resolve them.
Looking forward to your response. 🙂
Hello @doublezed2
I appreciate your understanding and your help. 🙂 Thank you a lot.
As requested, here is the system status report. I didn’t understand how to share the error logs with you. In my error log pages, I have Google-listings-and-ads and wc_logger errors every day. Only on one day did I also have a plugin-woocommerce error.
If this can help you understand the issue, if you visit my store, especially if you move from one page to another, when you return to the store page, the page briefly turns black when loading for a split second.
I am looking forward to hearing from you.
Zee
(@doublezed2)
Hello Giuseppe,
Thank you for your reply.
I reviewed your report, and everything looks fine so far. However, I suggest disabling the W3 Total Cache plugin while we troubleshoot the issue.
Please share your error logs by opening them, copying the content, pasting it on Pastebin.com, and sharing the link here.
To clarify, we’re currently investigating the intermittent Internal Server Error. I recommend using a tool like UptimeRobot to monitor your site’s uptime. If you notice any downtime, let me know, and also check with your hosting provider to confirm whether the server was down during that period.
Once I have the error logs, I’ll be able to assist you further.
Best regards.
Hello @doublezed2
I appreciate a lot your support.
You want to me disable now the w3 plugin for all the time this discussion forum is active, until we solve this problem?
Here the content of the error log google-listings-and-ads
Here the content of the error log wc_logger
And here the content of the error log plugin-woocommerce
Before I get further with UptimeRobot, is for the purpose of our investigation the free plan enough?
About my hosting provider, I confirm that there are no problems there.
I am looking forward to hearing from you.
Best regards
Zee
(@doublezed2)
Hello Giuseppe,
Thank you for your reply.
I checked the error logs but didn’t find any entries that appear related to the Internet Server Error.
Yes, please disable the W3 Cache plugin while we troubleshoot this site. The logs show a notice, “Empty patterns were received from the PTK Pattern store.” This might be caused by the cache.
The free plan from UptimeRobot should be sufficient for monitoring your site.
To assist you further, could you provide a bit more detail about the issue?
1- When did it last occur?
2- How frequently has it happened over the past week or month?
If you have any other information that might help with diagnosing the problem, please feel free to share it.
Best regards.
Hello @doublezed2
Thank you for your help.
I deactivated W3.
I am using UptimeRobot (no incidents so far).
The loading issue happened the last time yesterday morning. It happened on chrome and firefox.
It happens maybe twice a week? I do not know exactly. Sometimes, it happens several times a day, sometimes once a week or less. It is not regular.
If this can help you understand the issue, if you visit my store, especially if you move from one page to another, when you return to the store page, the page briefly turns black when loading for a split second. Now this happens too, even with W3 deactivated.
Best regards
Hi @govisola,
Thank you for getting back to us and for the clarification you’ve provided so far — we also appreciate your cooperation throughout this process.
After reviewing the error logs you shared along with your system status report, I’d like us to take a few steps back and dig a bit deeper into the root of the issue.
I noticed your PHP time limit is currently set to 30 seconds, which is on the low side. A short time limit can sometimes lead to random 500 internal server errors, especially when the site is processing multiple queries or heavier tasks. To address this, please add the code below to your wp-config.php file, or contact your hosting provider to help increase it to 300 seconds:
set_time_limit(300);
Next, I’d like us to start collecting more detailed logs from your server. To do this, kindly add the following lines of code to the end of your wp-config.php file:
define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false); // This keeps errors hidden from visitors
Once this is in place, let the site run as usual. When you experience the issue again — whether in a few days or weeks — please check the contents of the /wp-content/debug.log file and share the relevant details with us. Additionally, keep an eye on any downtime recorded by the monitoring tool you installed earlier and let us know what you observe.
We’re here to help further once we have that extra information.
Thank you @mosesmedh 🙂
I talked with my hosting provider, and I cannot change the PHP time limit. Should I add the codes as well:
define(‘WP_DEBUG’, true);
define(‘WP_DEBUG_LOG’, true);
define(‘WP_DEBUG_DISPLAY’, false); // This keeps errors hidden from visitors
to wp-config.php? Or since I cannot change the PHP time limit, it doesn’t make any sense to continue the investigation?
Hello @doublezed2 and @mosesmedh
in addition to my last message i wanted to tell you that today UptimeRobot eine incident detected.
Root cause: Connection Timeout
Hi @govisola,
Thank you for the update — and yes, absolutely, even if the PHP time limit can’t be increased on your current hosting, it still makes sense to continue the investigation. The debug logging setup will help us gather more specific clues about what’s happening behind the scenes when the issue occurs.
Please go ahead and add these lines to your wp-config.php file, just before the line that says /* That’s all, stop editing! Happy publishing. */:
define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false);
This will quietly log any errors to a file at /wp-content/debug.log. Once the issue happens again, please open that file and share any relevant entries with us (especially those that match the time of the UptimeRobot incident).
Also, thank you for letting us know about the “Connection Timeout” reported by UptimeRobot — that’s a key detail. It suggests the server may be temporarily unreachable rather than crashing entirely. Once we have the debug log, we’ll be able to see if any theme, plugin, or WooCommerce component is struggling during those moments.
Hello @mahfuzurwp
I appreciate a lot your help.
The line was added to the wp-config.php file. As soon as I encounter the loading problem, I will check the error logs and report back to you with the content.
Have a nice day and hear you hopefully soon.
Best regards
Hello @mahfuzurwp
Today UptimeRobot reported another incident:
Root cause
500 Internal Server Error
And a couple of minutes ago I experienced again that long loading by visiting the website. But in the wp-content/debug.log there are no errors. Even though I added wp-config.php file just before the line that says /* That’s all, stop editing! Happy publishing. */: this:
define(‘WP_DEBUG’, true);
define(‘WP_DEBUG_LOG’, true);
define(‘WP_DEBUG_DISPLAY’, false);
It is a problem that before the line /* Add any custom values between this line and the “stop editing” line. */ there is this: define( ‘WP_DEBUG’, false ); ?
I am looking forward to hearing from you.
Best regards
-
This reply was modified 1 year, 1 month ago by
Giuseppe.
Hi @govisola,
Thank you for getting back to us and sharing the update.
You can update the line define( 'WP_DEBUG', false ); to true and remove the first one from the three I previously shared, since they essentially perform the same function.
At this point, the issue still appears to be server-related — it could be server downtime, a problematic piece of code in any of your plugin or theme, a .htaccess file error, or resource overuse if you have multiple sites on the same cPanel account.
Could you confirm the type of hosting you’re using? Is it a shared server or VPS? And is this the only site on the cPanel, or are there other websites hosted there as well?
Additionally, I recommend we monitor this separately too.
Please create a staging site by cloning your live site onto a subdomain.
On the staging site, deactivate all plugins except WooCommerce and the uptime monitoring plugin, and switch the theme to Storefront.
Monitor the staging site alongside the live one and check if server errors occur there as well.
You can also manually visit the staging site occasionally to see if you notice the same issues over a few days.
