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Customizer gets 500 error after editing Hero

Viewing 13 posts - 1 through 13 (of 13 total)
  • Author
    Posts
  • Alexandre Cagnoli
    Participant
    • 2 Topics
    • 12 Posts

    Hello,

    When i do any change in the customizer > appearance > hero i got this error :

    https://www.dropbox.com/s/1dsvpd1uf3pb0d5/Capture%20d%E2%80%99%C3%A9cran%202021-04-28%20%C3%A0%2021.09.36.png?dl=0

    Any help ?

    Thanks

    Manathan
    Keymaster
    Themosaurus Support
    • 0 Topics
    • 2217 Posts

    Hi Alexandre,

    Thank you for buying our theme. We hope it will meet all your expectations! 🙂

    We’re sorry to read that you’re facing such an issue. When you get an error 500, in most cases you just have to remove a plugin (or whatever else is causing the error) and your site would be back up and running again.

    Unfortunately we can’t say exactly what was causing the issue, since we would need to read the debug logs from your website to get a more precise idea of what happened. To help us getting clues in case it happens again, please activate the debug logging on your website. Just turn WP_DEBUG to true, by pasting the following code lines (or replacing them if they already exist) in your wp-config.php file, just before the line that says ‘That’s all, stop editing! Happy blogging.’:

    // Enable WP_DEBUG mode
    define( 'WP_DEBUG', true );
    
    // Enable Debug logging to the /wp-content/debug.log file
    define( 'WP_DEBUG_LOG', true );
    
    // Disable display of errors and warnings 
    define( 'WP_DEBUG_DISPLAY', false );
    @ini_set( 'display_errors', 0 );

    Once it is done, please send us the debug logs from your website. More on this in the following topic: Debugging in WordPress

    Finally, if you want to make backups of your website to save your work, we suggest that you read this article and choose the solution that fits you :
    7 Best WordPress Backup Plugins Compared (Pros and Cons)

    Best,

    Alexandre Cagnoli
    Participant
    • 2 Topics
    • 12 Posts

    Hi, and many thanks for your answer,

    I created the debug log and here is the results :

    I got 55 lines saying this :

    [29-Apr-2021 08:27:10 UTC] PHP Notice: WP_Scripts::localize est appelée de la mauvaise manière. Le paramètre $l10n doit être un tableau. Pour transmettre des données arbitraires aux scripts, utilisez plutôt la fonction wp_add_inline_script(). Veuillez lire Débogage dans WordPress (en) pour plus d’informations. (Ce message a été ajouté à la version 5.7.0.) in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-includes/functions.php on line 5313

    And at the bottom these :

    [29-Apr-2021 08:27:10 UTC] PHP Deprecated: implode(): Passing glue string after array is deprecated. Swap the parameters in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/author-avatars/lib/UserList.class.php on line 958

    [29-Apr-2021 08:27:10 UTC] PHP Deprecated: implode(): Passing glue string after array is deprecated. Swap the parameters in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/author-avatars/lib/UserList.class.php on line 958

    [29-Apr-2021 08:27:10 UTC] PHP Deprecated: implode(): Passing glue string after array is deprecated. Swap the parameters in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/author-avatars/lib/UserList.class.php on line 958

    [29-Apr-2021 08:27:10 UTC] PHP Deprecated: implode(): Passing glue string after array is deprecated. Swap the parameters in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/author-avatars/lib/UserList.class.php on line 958

    [29-Apr-2021 08:27:10 UTC] PHP Deprecated: implode(): Passing glue string after array is deprecated. Swap the parameters in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/author-avatars/lib/UserList.class.php on line 958

    [29-Apr-2021 08:27:10 UTC] PHP Notice: Trying to access array offset on value of type bool in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/menu-image/menu-image.php on line 802

    Any help ?

    PS : Apart from the plugins of the theme i just installed Loco translate (but tried to disable it to see if it was the cause)
    PS2 : I’m running backups with an solution directly on my VPS

    Thanks

    Manathan
    Keymaster
    Themosaurus Support
    • 0 Topics
    • 2217 Posts

    Thank you for your quick feedback Alexandre. 🙂

    I’m not sure these lines are related to this errors. Just to be sure, can you please edit your hero to get this error? Then, can you provide us the debug log?

    Best,

    Alexandre Cagnoli
    Participant
    • 2 Topics
    • 12 Posts

    Thanks,

    So here’s the video of my problem :

    https://drive.google.com/file/d/1ZEog8Qc7xU3bm5hAmyUcqoSjez99G1-2/view?usp=sharing

    And then i checked the log file and it’s still the same messages.

    Here’s what my console says when crashing : https://www.dropbox.com/s/u4np6uu85xj2xgi/Capture%20d%E2%80%99%C3%A9cran%202021-04-29%20%C3%A0%2013.35.46.png?dl=0

    Manathan
    Keymaster
    Themosaurus Support
    • 0 Topics
    • 2217 Posts

    Thank you Alexandre. Unfortunately, the log you provided us is not related to this issue.

    It’s best if we take a quick look at this…

    Could you create a new website user for us please? If possible with administrator capabilities so we can make a quick check of your settings.
    You can post the user name and password in your next reply and mark it as private to keep this between us.

    Also, are we free to deactivate plugins for our tests? In this case, I invite you to make a backup before we investigate your website further in order to make sure you don’t loose any data if something goes wrong.

    Thank you.

    Alexandre Cagnoli
    Participant
    • 2 Topics
    • 12 Posts
    This reply has been marked as private.
    Manathan
    Keymaster
    Themosaurus Support
    • 0 Topics
    • 2217 Posts

    Thank you for granting us access to your WP Admin. 🙂

    We will investigate further to find from where this issue is coming from.

    We will be back to you ASAP.

    Thank you for your patience.

    Regards,

    Manathan
    Keymaster
    Themosaurus Support
    • 0 Topics
    • 2217 Posts

    Unfortunately, we don’t have the administrator role. Without this access, we can’t investigate properly. Can you please change the user role?

    Regards,

    Alexandre Cagnoli
    Participant
    • 2 Topics
    • 12 Posts

    Oh sorry 🤦
    I’ve made the change.

    Cheers

    Alex

    Olivier
    Keymaster
    Themosaurus Support
    • 0 Topics
    • 1889 Posts

    Hi Alex,

    Unfortunately, the first logs you shared only mention warning and notices which are probably not causing this type of error. Also, the console error only shows the fact that your browser cannot perform its tasks (showing the Customizer) due to an internal server error (500), which we already know. To go further, could you please empty your WP logs, try again and then share the new logs with us?

    My best guess is that your issue might probably caused by some conflicting third party plugin or some extra code snippet as we don’t encounter this issue with our demos. (Please see attached.)

    Could you deactivate all plugins that have not been installed with your theme during its setup and all existing custom PHP code snippets please? And then, could you confirm me that the issue is still persisting please?

    Please also make sure that you have the latest theme version and that all recommended plugins are up-to-date. Finally, you could also consider clearing all activated caching system as well as your browser cache before investigating any further.

    Thank you.

    Alexandre Cagnoli
    Participant
    • 2 Topics
    • 12 Posts

    Hi Olivier,

    I followed what you said and here’s the log (i removed notices and warnings).
    I deactivated loco translate, the only plugin i installed, and i.didn’t add any code to theme.

    Any help ?

    [06-May-2021 11:37:05 UTC] PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 20480 bytes) in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-includes/nav-menu.php on line 910
    [06-May-2021 11:37:05 UTC] PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 20480 bytes) in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-includes/class-wp-object-cache.php on line 446

    [06-May-2021 11:37:50 UTC] PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 90112 bytes) in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-admin/includes/admin.php on line 29

    [06-May-2021 11:37:51 UTC] PHP Fatal error: Uncaught Error: Call to undefined function Automattic\Jetpack\Sync\get_filesystem_method() in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/class-functions.php:304
    Stack trace:
    #0 [internal function]: Automattic\Jetpack\Sync\Functions::file_system_write_access()
    #1 /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/modules/class-callables.php(233): call_user_func()
    #2 [internal function]: Automattic\Jetpack\Sync\Modules\Callables->get_callable()
    #3 /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/modules/class-callables.php(216): array_map()
    #4 /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/modules/class-callables.php(453): Automattic\Jetpack\Sync\Modules\Callables->get_all_callables()
    #5 /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-includes in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/jetpack/vendor/automattic/jetpack-sync/src/class-functions.php on line 304

    [06-May-2021 11:59:42 UTC] PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 32768 bytes) in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-admin/includes/media.php on line 1674
    [06-May-2021 11:59:42 UTC] PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried to allocate 32768 bytes) in /var/www/vhosts/madonlove.com/preprod.madonlove.com/wp-content/plugins/buddypress-media/app/helper/rtUploadAttachment.php on line 1

    Jason
    Keymaster
    Themosaurus Support
    • 1 Topics
    • 331 Posts

    Hi Alexandre,

    Thanks for the logs and credentials.

    Judging by the logs, it appears your website didn’t have enough allocated memory which was the cause of those “Fatal Errors”. Using the credentials you provided, I have raised the memory limit by adding those two lines of code in your wp-config.php :

    define( 'WP_MEMORY_LIMIT', '256M' );
    define( 'WP_MAX_MEMORY_LIMIT', '256M' );

    Thanks to that, I don’t see any more “Fatal Error” being added to the logs which is a good thing.

    But unfortunately, it looks like that still didn’t fix the “500 internal server error” in the Customizer which means that error must have a different cause. The problem now is that there isn’t anymore meaningful error in the logs that could give us a clue to find the cause of this issue, all that’s left are harmless warnings and notices. This leads me to believe there might be an issue with the server itself.

    Knowing this, my advice would be to contact your hosting provider and explain that you are having an internal server error but no PHP error and ask them if they could help with that. If they try redirecting you to us, please ask them to provide the Apache logs for us so that we can take a look at those.

    If you would like, you can also try to install your website using a different hosting provider to see if the problem is the same, as that would be a good way to find out if the issue is caused by your current host.

    Hope this helps,

    Best regards.

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

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