• Resolved camillasager

    (@camillasager)


    I work for a company whose site has developed an error. The site used to work fine but now, whenever navigating the back-end, an Internal Error message keeps appearing. We do not know what happened/changed.

    It happens on some devices more than others. All plugins and themes are updated.

    After chatting with our hosting, they told us to try debugging. This is the message we get in the back-end: “The value, WP_DEBUG_LOG, has been added to this website’s configuration file. This means any errors on the site will be written to a file which is potentially available to all users.” (this is listed as a critical error).

    Then, they told us that the issue seems to lie with WooCommerce, but as we are not paying for WooCommerce, they refer us to public forums. So, here we are.

    Does anybody know how to fix this issue?

    Kind regards

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Tamrat A. (woo-hc)

    (@bisratlearn)

    Hi @camillasager

    I work for a company whose site has developed an error. The site used to work fine but now, whenever navigating the back-end, an Internal Error message keeps appearing. We do not know what happened/changed.

    It happens on some devices more than others. All plugins and themes are updated.

    From what I understand, you’re having a bit of a hiccup with an “Internal Server Error” popping up while you’re navigating the back end of your website. It seems to be more of a nuisance on some devices than others, even though all your plugins and themes are up to date. You’ve also mentioned a critical error message related to the WP_DEBUG_LOG value in your website’s configuration file. Thanks for all the details – it really helps me to help you!

    So, let’s talk about the WP_DEBUG_LOG. It’s a handy feature in WordPress that helps you debug any issues by recording them in a debug.log file. It’s super useful when you’re trying to pinpoint the source of a problem on your site. However, it’s best to have this feature turned off on a live site as it could potentially reveal sensitive information to users. Here’s a useful guide on debugging in WordPress: 👉 Debugging in WordPress

    The internal server error you’re experiencing could be due to a variety of reasons. Here are a few steps you can take to troubleshoot:

    1. Check WooCommerce Error Logs: Head over to WooCommerce > Status > Logs. Choose the most recent log from the dropdown and look for any errors that might give us some clues.
    2. Disable All Plugins: Try disabling all plugins except WooCommerce to see if the issue is still there. If the error goes away, then one of your plugins is probably the troublemaker. You can reactivate them one by one to find out which one is causing the problem.
    3. Switch to a Default Theme: Try switching to a default theme like Storefront temporarily. If the error goes away, then your current theme might be the issue. Here’s a helpful guide on how to test for conflicts: 👉 How to Test for Plugin and Theme Conflicts
    4. Increase PHP Memory Limit: Sometimes, internal server errors can happen because of insufficient memory. You can increase the PHP memory limit by editing the wp-config.php file or asking your hosting provider for help. Here’s a helpful guide on how to do that: 👉 Increasing the WordPress Memory Limit Here

    If you’re still having trouble after trying these steps, could you give us a bit more information? We’d like to know the exact error message you’re seeing, and what steps you’re taking before the error pops up, and if you could provide screenshots, that would be great. This will help us get a clearer picture of what’s going on and how we can help.

    You can use https://snipboard.ioto share screenshots. Just follow the instructions on the page and paste the URL in your reply.

    It would also be really useful if you could share your site’s System Status report. It will give us a better idea of your site’s setup and help us pinpoint the issue. You can find it via WooCommerce > Status. Select Get system report and then Copy for support.

    Finally, if you have any fatal error logs, please share them with us. You can find them under WooCommerce > Status > Logs.

    Once you have that, please paste it inside a Code block in your reply, or use https://pastebin.com/ to paste it and share the link with us.

    Thanks for your patience and cooperation in this matter! We’re here to help you get this sorted.

    Thread Starter camillasager

    (@camillasager)

    Hi Tamrat A.

    Thank you so much for your response. This has been incredibly helpful! Here are some thoughts in bullets:

    • When I go to *Check WooCommerce Error Logs*, I find this message, but what does it mean?:
      “08-15-2023 @ 14:29:36 – Currency: DKK – Amount: 67500 – Minor Units: 2 08-15-2023 @ 14:29:38 – Currency: DKK – Amount: 67500 – Minor Units: 2”
    • I “turned off” the DEBUG-mode, using your link. Thank you!
    • I will try to deactivate plugins and switch to a deafult theme in the next few days. Do you think I should try to ‘Increase PHP Memory Limit’ first? I can’t figure out which is less invasive/demanding?
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    attachment: 5598<br>cookielawinfo: 6<br>custom_css: 3<br>elementor_library: 2<br>nav_menu_item: 71<br>oceanwp_library: 4<br>page: 13<br>post: 10<br>product: 1137<br>revision: 1407<br>seedprod: 1<br>shop_order: 96<br>wp_global_styles: 1 Security
    
    Secure connection (HTTPS): ✔<br>Hide errors from visitors: ✔ Active Plugins (23)
    
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    API Enabled: ✔<br>Force SSL: –<br>Currency: DKK (kr.)<br>Currency Position: right_space<br>Thousand Separator: .<br>Decimal Separator: ,<br>Number of Decimals: 0<br>Taxonomies: Product Types: external (external)<br>grouped (grouped)<br>simple (simple)<br>variable (variable)
    
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    Name: OceanWP<br>Version: 3.5.0<br>Author URL: https://oceanwp.org/about-oceanwp/<br>Child Theme: ❌ – Hvis du redigerer WooCommerce i et hovedtema<br>som du ikke selv har udviklet<br>anbefaler vi<br>at du anvender et undertema (child theme). Se: Hvordan du opretter et undertema
    
    WooCommerce Support: ✔ Templates
    
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    Daily Cron: ✔ Next scheduled: 2023-09-13 16:12:11 +02:00<br>Options: ✔<br>Notes: 176<br>Onboarding: completed Action Scheduler
    
    Gennemført: 1.372<br>Oldest: 2023-08-13 11:00:28 +0200<br>Newest: 2023-09-13 10:31:06 +0200
    
    Mislykket: 55<br>Oldest: 2021-10-09 12:53:36 +0200<br>Newest: 2023-08-23 16:17:25 +0200
    
    Igangværende: 3<br>Oldest: 2023-09-13 15:49:14 +0200<br>Newest: 2023-09-14 09:53:06 +0200 Status report information
    
    Generated at: 2023-09-13 10:41:42 +02:00<br>`

    Thank you very much for your help

    Kind regards

    Plugin Support Shameem (woo-hc)

    (@shameemreza)

    Hi @camillasager

    Turning off the DEBUG mode is a good step, it helps to keep your site running smoothly by not logging unnecessary information.

    Regarding your question about increasing the PHP memory limit or deactivating plugins and switching to a default theme, both are different approaches to troubleshooting issues. Increasing the PHP memory limit can help if your site is experiencing problems due to lack of resources, while deactivating plugins and switching themes is a way to identify if a specific plugin or theme is causing the issue.

    If you’re unsure which step to take first, I’d recommend starting with increasing the PHP memory limit, as it’s less invasive and doesn’t affect your site’s functionality or appearance. However, please monitor your site closely after making these changes to ensure everything is functioning as it should.

    Additionally, you can follow our detailed explanation of conducting a conflict test here.

    Let us know if you need further assistance.

    Thread Starter camillasager

    (@camillasager)

    Hello again.

    Thank you so much for getting back to us.

    We tried deactivating all the plugins and turned on WooCommece alone. Then, the error still occured, so we believe it has something to do with this plugin. If I go to WooCommece > Status > Logs, then there are multiple entries (I have copies and pasted them below). Do they have something to do with the error?

    Thank you in advance

    Best,
    Camilla

    ————————————————

    LOG ENTRY 1
    Name:
    bambora-online-checkout-2023-08-21-bb94a51c313974dd0dbd5a854f0f9209.log
    Text:
    08-21-2023 @ 07:35:14 – Currency: DKK – Amount: 20000 – Minor Units: 2 08-21-2023 @ 07:35:16 – Currency: DKK – Amount: 20000 – Minor Units: 2 08-21-2023 @ 08:38:43 – Currency: DKK – Amount: 187500 – Minor Units: 2 08-21-2023 @ 08:38:47 – Currency: DKK – Amount: 187500 – Minor Units: 2 08-21-2023 @ 08:38:58 – Currency: DKK – Amount: 187500 – Minor Units: 2 08-21-2023 @ 08:39:05 – Currency: DKK – Amount: 187500 – Minor Units: 2 08-21-2023 @ 10:14:53 – Currency: DKK – Amount: 125000 – Minor Units: 2 08-21-2023 @ 10:14:56 – Currency: DKK – Amount: 125000 – Minor Units: 2 08-21-2023 @ 10:15:03 – Currency: DKK – Amount: 125000 – Minor Units: 2


    LOG ENTRY 2
    Name:
    bambora-online-checkout-2023-09-04-bb94a51c313974dd0dbd5a854f0f9209.log
    Text:
    09-04-2023 @ 15:21:48 – Currency: DKK – Amount: 67500 – Minor Units: 2 09-04-2023 @ 15:21:52 – Currency: DKK – Amount: 67500 – Minor Units: 2 09-04-2023 @ 15:22:04 – Currency: DKK – Amount: 67500 – Minor Units: 2 09-04-2023 @ 15:22:10 – Currency: DKK – Amount: 67500 – Minor Units: 2

    LOG ENTRY 3
    Name:
    bambora-online-checkout-2023-09-13-bb94a51c313974dd0dbd5a854f0f9209.log
    Text:
    09-13-2023 @ 15:42:36 – Currency: DKK – Amount: 415000 – Minor Units: 2
    09-13-2023 @ 15:42:38 – Currency: DKK – Amount: 415000 – Minor Units: 2


    LOG ENTRY 4
    Name:
    fatal-errors-2023-08-23-d8368dae8be7f2b5b2fdb23740533869.log
    Text:
    2023-08-23T10:58:15+00:00 CRITICAL Allowed memory size of 536870912 bytes exhausted (tried to allocate 8192 bytes) i /customers/f/9/2/hartogsohn.dk/httpd.www/wp-content/plugins/onecom-themes-plugins/modules/health-monitor/classes/class-onecom-check-files.php på linje 127


    LOG ENTRY 5
    Name:
    fatal-errors-2023-08-24-d8368dae8be7f2b5b2fdb23740533869.log
    Text:
    content/plugins/essential-addons-for-elementor-lite/essential_adons_elementor.php:62 Stack trace: #0 /customers/f/9/2/hartogsohn.dk/httpd.www/wp-includes/class-wp-hook.php(310): {closure}(”) #1 /customers/f/9/2/hartogsohn.dk/httpd.www/wp-includes/class-wp-hook.php(334): WP_Hook->apply_filters(NULL, Array) #2 /customers/f/9/2/hartogsohn.dk/httpd.www/wp-includes/plugin.php(517): WP_Hook->do_action(Array) #3 /customers/f/9/2/hartogsohn.dk/httpd.www/wp-settings.php(654): do_action(‘wp_loaded’) #4 /customers/f/9/2/hartogsohn.dk/httpd.www/wp-config.php(124): require_once(‘/customers/f/9/…’) #5 /customers/f/9/2/hartogsohn.dk/httpd.www/wp-load.php(50): require_once(‘/customers/f/9/…’) #6 /customers/f/9/2/hartogsohn.dk/httpd.www/wp-blog-header.php(13): require_once(‘/customers/f/9/…’) #7 /customers/f/9/2/hartogsohn.dk/httpd.www/index.php(17): require(‘/customers/f/9/…’) #8 {main} thrown i /customers/f/9/2/hartogsohn.dk/httpd.www/wp-content/plugins/essential-addons-for-elementor-lite/essential_adons_elementor.php på linje 62

    LOG ENTRY 6Name: fatal-errors-2023-08-23-d8368dae8be7f2b5b2fdb23740533869.logText: 2023-08-23T10:58:15+00:00 CRITICAL Allowed memory size of 536870912 bytes exhausted (tried to allocate 8192 bytes) i /customers/f/9/2/hartogsohn.dk/httpd.www/wp-content/plugins/onecom-themes-plugins/modules/health-monitor/classes/class-onecom-check-files.php på linje 127

    (there are 4-5 more. Let me know if I should insert these as well. Thank you)

    Plugin Support Shameem (woo-hc)

    (@shameemreza)

    Hi @camillasager

    From the logs you provided, it seems like you’re still encountering a memory exhaustion error. This is usually due to your site reaching the maximum memory limit that’s allocated to it.

    The error messages in LOG ENTRY 4 and LOG ENTRY 6 indicate that the memory limit of 536870912 bytes (which is approximately 512MB) has been exhausted. This could be due to a plugin or a script that’s using up more memory than it should.

    You can try increasing the memory to 1 GB or above. If increasing the memory limit doesn’t resolve the issue, I would recommend reaching out to your hosting provider. They might be able to provide more insight into what’s causing the memory exhaustion.

    As for the other logs (LOG ENTRY 1, 2, 3, and 5), they seem to be related to the Bambora Online Checkout and Essential Addons for Elementor plugins. If you’re experiencing issues with these plugins, I would recommend reaching out to the plugin developers for assistance.

    I hope this provides some clarity on the matter. If you have any other questions or need further assistance, please don’t hesitate to ask.

Viewing 5 replies - 1 through 5 (of 5 total)
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