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#5806 – 504 error knocking out whole site

Posted in ‘sh404SEF’

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Tuesday, 14 May 2019 15:14 UTC

CSouth

I installed sh404SEF a few hours ago. I was following the instructions to set it, but I had not actually done anything. I went away from an hour and when i came back the whole site is down.
504 Gateway Time-out
www.xxxx.com
please can someone help?

Thanks
Carol

Tuesday, 14 May 2019 15:16 UTC

wb_weeblr

Hi,

Can you still access the backend? any error message in your PHP log or somewhere that would tell what's causing this?

Best regards

Tuesday, 14 May 2019 15:18 UTC

CSouth

No I cannot get into admin.

I am not sure where to find a php log. is that a plesk/cpanel file?

Tuesday, 14 May 2019 15:19 UTC

wb_weeblr

Hi

Yes. Do you have FTP access? do you know how to use it?

Best regards

Tuesday, 14 May 2019 15:21 UTC

CSouth

Its a subdomain, and the main domain is working. So this is not a server issue.

I have plesk. it must have FTP, but I do not know where! I am used to cpanel. i know how to use FTP in cpanel

Tuesday, 14 May 2019 15:23 UTC

CSouth

I've asked the hosting company about where the FTP is.
I can access the file manager. Does that help?

Tuesday, 14 May 2019 15:25 UTC

wb_weeblr

Hi

I'm not saying it's server issue. With FTP access you can disable sh404SEF even if you cannot access the backend. That way you identify if sh404SEF is involved and/or which problem occurs and where.

Here are the instructions to disable sh404SEF with FTP:

1 - Navigate to the /plugins/system folders
2 - Rename (do not delete it, just rename it) the /plugins/system/sh404sef folder to for instance /plugins/system/disabled.sh404sef

I can access the file manager. Does that help?

Yes. You can do that same rename operation directly from the file manager.

Best regards

Tuesday, 14 May 2019 15:30 UTC

CSouth

Sorry our posts are crossing. I will try what you suggested.

Tuesday, 14 May 2019 15:35 UTC

CSouth

I renamed it as you suggested and i am still getting the 504 error. Does this mean that it is not sh404SEF and its just a coincidence
that it happened soon after i installed it?

Tuesday, 14 May 2019 15:37 UTC

wb_weeblr

HI

Most likely yes. If you renamed the /plugins/system/sh404sef folder to something else then sh404SEF is entirely disabled on your site. It does not load and has no effect at all.

I would suggest you talk to your hosting company and ask them to check what is the process timing out. It might be another extension but if all was working fine, it might well be just their setup (the fact the main site works and not the sub domain is no indication).

Best regards

Tuesday, 14 May 2019 15:38 UTC

CSouth

Thanks, I will. (I spoke to them before I spoke to you though and they said it must be something that was recently done on site)

Tuesday, 14 May 2019 15:39 UTC

wb_weeblr

HI

Well the first thing to do is search the PHP error log for any hint for sure. They should be able to tell you a bit more than that though.

Best regards

Wednesday, 29 May 2019 05:34 UTC

system

This ticket has been automatically closed. All tickets which have been inactive for a long time are automatically closed. If you believe that this ticket was closed in error, please contact us.

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