500 internal server error

  • Resolved sforbess12

    (@sforbess12)


    8 years, 9 months ago

    This is all I get when I try to go to the login screen for my wordpress site. Also to check the error log (I did.. later in this doc)

    My host said they found malicious files in my wp directories. I had an old beginner wp site and that is where most of them were found. I deleted all the files they said were malicious. Most I backed up onto my computer. Only 3 malicious files were found in the WP site I was currently using.

    The error log had only one error (X’s on website specific info)
    Undefined index: ping in /hermes/XXXXXX/XXXXX/XXXXXXX/XXXXXXXX/members/ssv3_payload_extractorjYoL2P4M1a.php on line 9

    I did not find ssv3_payload_extractorjYoL2P4M1a.php file on my site. I did find a similar file (ss_installhelper.php) that could be related, but I don’t know.

    I’ve been reading what I can about ssv3_payload_extractor errors, with no luck.

    Two Questions:
    Can anyone make a suggestions how to get back into my site? I am relatively new to wp, so I didn’t have backups yet, although now I am using “sitelock” and looking into added security and backup apps for the future.

    I was considering installing/copying a new WP site over the old one. My main concern is the pages I created for my business (mostly the text I used). Will I be able to access those pages I created?

    Thanks for any helo!

Viewing 13 replies - 1 through 13 (of 13 total)
  • Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    8 years, 9 months ago

    Hm, that does sound malicious.

    Remain calm and carefully follow this guide. When you’re done, you may want to implement some (if not all) of the recommended security measures.

    Thread Starter sforbess12

    (@sforbess12)

    8 years, 8 months ago

    Thanks!
    I was able to get into my wordpress site by deleting the newest plugins from wordpress. I backed up the site prior to doing this, but now things are better. I will be following up on the info from the guide you recommended.

    Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    8 years, 8 months ago

    You’re welcome!

    Thread Starter sforbess12

    (@sforbess12)

    8 years, 8 months ago

    Update:
    My problem plugin was interesting. Re-installing the latest version of jetpack by wordpress.com (ver 3.6.1) created the 500 internal server error again. I tried twice with the same results. I wonder if that was the reason I couldn’t get in.
    I had that plugin and kept it up to date for several years.

    Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    8 years, 8 months ago

    Hm, that’s very odd. Do you still have the problem if you temporarily deactivate all other plugins before installing Jetpack (reactivating them after)?

    Uncle Jimmy

    (@uncle-jimmy)

    8 years, 8 months ago

    I had these exact same issues, with my Host & Jetpack.

    I knew it was Jetpack only because I had just turned it on, and when I tried to connect to WordPress.com it returned the 500 error. Talk about shocked! lol!

    Deleting the plugin should’ve solved the issue, but it didn’t. I Googled the issue and discovered overwriting the wp-admin & wp-includes directories, from a backup, through FTP, allowed me back in to the WP Dashboard. It connected back up to my database just fine.

    I need Jetpack primarily for the Social Share, which is fantastic! However, I’m scared to death to turn it back on again! lol!

    I’m waiting to see if the issue gets resolved by someone else before I try again.

    I do wonder if there might be a conflict with my Theme Open Graph Option and the Jetpack sharing Open Graph..total guess..I’m clueless.

    Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    8 years, 8 months ago

    You have a bit of a different issue. Above, they get a 500 when *installing* Jetpack, you get one when *activating* it.

    However, I’d still ask a similar question: Do you still have the problem if you temporarily deactivate all other plugins before activating Jetpack (reactivating them after)?

    Uncle Jimmy

    (@uncle-jimmy)

    8 years, 8 months ago

    I saw your question James and want to try that real bad, but last time, strangely, when I did, the Host shut down my domain because of the “malicious files” issue.

    I have no idea whether the issues were related but they happened at the exact same moment! lol! They were quick to shut down the domain but slow to turn it back on. I fixed the issue immediately but it had to go through senior support to get turned back on.

    The down time was brutal lol.

    Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    8 years, 8 months ago

    You should really ask them for details about that. If deactivating a plugin is triggering some sort of malicious alert, either your site is infested with malicious code, or your hosting provider has some ridiculously overzealous security measures.

    Uncle Jimmy

    (@uncle-jimmy)

    8 years, 8 months ago

    It was either the moment I activated it or the moment I tried to connect to WordPress.com, I’m unsure now, lol, it was July 17. It wasn’t deactivating that did it.

    I presently have it installed, from the latest ver. 3.6.1, just not activated, I want to hit that activate link bad! lol

    But really, the only way is to turn off all plugins, try to activate, then proceed to turn on the rest 1 by 1, until one of them blows the site up again. Haaa! ..Yep..I know the drill, lol!

    It’s worth it though, because open source has so much to offer. At it’s most expensive, it’s still penny’s to the dollars of other options. :o)

    Uncle Jimmy

    (@uncle-jimmy)

    8 years, 8 months ago

    This is what I’m following now…

    https://wordpress.org/support/topic/500-internal-server-error-419?replies=2

    I found that topic after this topic, so I think I jumped into the wrong one lol. They’re very similar though. It’s just, this one is Resolved and that one isn’t yet.

    Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    8 years, 8 months ago

    Oh right, I don’t think James realises that you jumped into this thread. We generally don’t allow people to do that because it’s a large assumption to say your issue is the same as someone else’s without exploring that person’s issue. Let’s open a new one to discuss this: https://wordpress.org/support/plugin/jetpack#postform

    Moderator James Huff

    (@macmanx)

    Volunteer Moderator

    8 years, 8 months ago

    Yes, please let’s branch off into a new thread, plus the Jetpack folks will be able to help you at the link Andrew provided. 🙂

Viewing 13 replies - 1 through 13 (of 13 total)
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