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Critical Error on Website - by Skye - on WordPress WooCommerce support

This topic has 18 replies, 3 voices, and was last updated 5 years, 4 months ago ago by Skye

Skye

Participant

August 12, 2020 at 10:07

Hi, I’m hoping maybe you can help. I am suddenly getting a “critical error” when accessing “Appearance->Customise” see private for pic.

Also I seem to be unable to upload pictures that I uploaded without issue at the weekend.

I have not updated or activated any plug-ins, the server provider has not changed. In fact I have not changed anything since uploading a couple of photos at the weekend and now doing the exact same action.

Any and all help very much appreciated, I thought I could see light at the end of the tunnel!

Please, contact administrator
for this information.

#247356 Copied Theme version: 6.3.8 WooCommerce version: 4.3.1

17 Answers

Olga Barlow

Participant

August 12, 2020 at 12:23

Hello,

Please, go to Dashboard > Updates > click “Check again” button and update the theme to version 6.3.9 and XStore core plugin to version 2.3.9.1. Let me know if you still have the mentioned issue after that.

Regards

#247393 Copied

Skye

Participant

August 12, 2020 at 12:56

Hi, thank you for the response, I have updated both the theme and the plug-in as advised and the same action “Appearance->Customise” results in the same error message.

#247401 Copied

Olga Barlow

Participant

August 12, 2020 at 13:29

Hello,

Provide us with WP Dashboard and FTP access to your site.

Regards

#247412 Copied

Skye

Participant

August 12, 2020 at 14:38

Hi, thank you, details requested provided in the private area.

Many thanks

Please contact administrator
for this information.

#247459 Copied

Olga Barlow

Participant

August 12, 2020 at 16:47

Hello,

Can’t log in to your site using credentials you provided http://prntscr.com/tygtnr

Regards

#247498 Copied

Skye

Participant

August 12, 2020 at 17:22

Hi, I am so sorry, it was my fault. Please try again with the same details.

Thank you

#247508 Copied

Rose Tyler

Support staff

August 13, 2020 at 10:30

Hi,

Please, contact your hosting provider and increase the max input vars limit to 3000

Regards

#247629 Copied

Skye

Participant

August 13, 2020 at 10:59

Hi, I have done as requested and updated max input vars.

However I believe I found the error early this morning, I found a particular plug-in that was creating the issue. When I deactivated the plugin the error went away (and came back again when I reactivated the plug in!). Everything seemed to be working fine.

Since, I’ve been experiencing some really strange things, I believe this was yourselves working in the background. It also seems someone from 8theme has updated wordpress to 5.5 which I was not intending to do until the reported bugs had been fixed.

I updated the offending plug but then decided to delete it and I am now getting a new error (pic in private area) with the same action “Action Appearance->Customise”

So back to square 1!

Please contact administrator
for this information.

#247643 Copied

Olga Barlow

Participant

August 13, 2020 at 11:24

Hello,

Could you, please, contact your hosting provider and ask about server error logs. Could you, please, provide us with server error logs for 12 and 12 August?

Regards

#247650 Copied

Skye

Participant

August 13, 2020 at 11:30

Yes no problem, Can I check do you mean the 11th and 12th Aug or 12th and 13th Aug?

#247652 Copied

Skye

Participant

August 13, 2020 at 12:19

I got the server error logs for the 11th, 12th and 13th! Sorry there are so many, all except for the one this morning at 10:08am, are from other websites hosted on the same server. I believe this was an error that must have occured when someone from 8theme, I assume when they updated the plug-ins.

[Thu Aug 13 10:22:40.546151 2020] [:error] [pid 3364956:tid 47771894408960] [client 192.95.30.59:54980] File does not exist: /data03/c6485446/skilog.co.uk/wp-login.php
[Thu Aug 13 10:08:24.973249 2020] [access_compat:error] [pid 3345900:tid 47771898611456] [client 82.71.205.3:37174] AH01797: client denied by server configuration: /data03/c6485446/littlebirdfabrics.co.uk/wp-content/uploads/woocommerce_uploads/, referer: http://littlebirdfabrics.co.uk/wp-content/uploads/woocommerce_uploads/
[Thu Aug 13 08:43:27.329021 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:27.075596 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:25.876215 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:25.623911 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:25.364621 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:24.141944 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:23.404046 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:23.148230 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:43:22.830960 2020] [:error] [pid 3118488:tid 47771990112000] [client 132.232.27.49:62148] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:42:56.678263 2020] [:error] [pid 3086748:tid 47771994314496] [client 132.232.27.49:60997] File does not exist: /data03/c6485446/public_html/wp-login.php
[Thu Aug 13 08:39:13.411354 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:13.158279 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:12.906511 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:12.461315 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:12.210015 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:11.957561 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:11.705001 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:11.453547 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:11.201515 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:10.949745 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:10.688900 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:10.437471 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:10.182072 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:09.925015 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:09.671158 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] client denied by server configuration: /data03/c6485446/public_html/
[Thu Aug 13 08:39:05.195027 2020] [:error] [pid 3086781:tid 47771890206464] [client 148.70.7.7:54303] File does not exist: /data03/c6485446/public_html/wp-login.php
[Thu Aug 13 08:21:27.200774 2020] [:error] [pid 3126390:tid 47771990112000] [client 104.131.13.221:41566] File does not exist: /data03/c6485446/public_html/adminer-3.1.0.php
[Thu Aug 13 08:21:27.168627 2020] [:error] [pid 3086781:tid 47771994314496] [client 104.131.13.221:41560] File does not exist: /data03/c6485446/public_html/adminer-3.1.0.php
[Thu Aug 13 02:00:11.672699 2020] [:error] [pid 2822675:tid 47771894408960] [client 82.71.205.9:35612] client denied by server configuration: /data03/c6485446/skilog.uk/.well-known/pki-validation/2428E2398C3F1E389D940315AA719B24.txt
[Thu Aug 13 02:00:11.630705 2020] [:error] [pid 2792126:tid 47771894408960] [client 82.71.205.9:35610] client denied by server configuration: /data03/c6485446/skilog.uk/.well-known/pki-validation/20AA1BA0FC7D40CB2F8E17F33EBD19A0.txt
[Wed Aug 12 20:08:53.367579 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:53.120886 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:49.520217 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:48.715888 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:48.469149 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:48.222994 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:47.467347 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:47.217289 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:46.969990 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:46.723879 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:46.466008 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:46.218837 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:45.969922 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:45.723129 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:44.073748 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] client denied by server configuration: /data03/c6485446/public_html/
[Wed Aug 12 20:08:41.093721 2020] [:error] [pid 2536143:tid 47771992213248] [client 129.28.85.212:61213] File does not exist: /data03/c6485446/public_html/wp-login.php
[Wed Aug 12 14:27:37.081008 2020] [:error] [pid 2231326:tid 47771898611456] [client 159.89.49.52:43898] File does not exist: /data03/c6485446/public_html/adminer-3.1.0.php
[Wed Aug 12 13:50:53.386554 2020] [:error] [pid 2231318:tid 47771983808256] [client 159.89.49.52:35576] File does not exist: /data03/c6485446/public_html/adminer-3.1.0.php
[Wed Aug 12 02:00:06.061952 2020] [:error] [pid 1544880:tid 47771990112000] [client 82.71.205.9:33856] client denied by server configuration: /data03/c6485446/skilog.uk/.well-known/pki-validation/6FF2424EFC3245E5D75F93542BC8A4A8.txt
[Wed Aug 12 02:00:06.025893 2020] [:error] [pid 1437290:tid 47771886003968] [client 82.71.205.9:33854] client denied by server configuration: /data03/c6485446/skilog.uk/.well-known/pki-validation/AC7570E5545EA1A5F44F0771B04BA13A.txt
[Tue Aug 11 15:12:48.250972 2020] [:error] [pid 908000:tid 47321855371008] [client 207.46.13.121:7084] File does not exist: /data03/c6485446/recip.co.uk/page.php
[Tue Aug 11 06:34:29.079259 2020] [:error] [pid 178655:tid 47321851168512] [client 167.71.93.65:37534] File does not exist: /data03/c6485446/public_html/adminer-3.0.0.php
[Tue Aug 11 06:34:29.011472 2020] [:error] [pid 178657:tid 47321838561024] [client 167.71.93.65:37526] File does not exist: /data03/c6485446/public_html/adminer-3.0.0.php
[Tue Aug 11 06:34:24.154166 2020] [:error] [pid 408656:tid 47321853269760] [client 167.71.93.65:36854] File does not exist: /data03/c6485446/public_html/adminer-3.0.0.php
[Tue Aug 11 06:34:24.096258 2020] [:error] [pid 178755:tid 47321849067264] [client 167.71.93.65:36850] File does not exist: /data03/c6485446/public_html/adminer-3.0.0.php
[Tue Aug 11 06:22:46.355129 2020] [:error] [pid 178656:tid 47321842763520] [client 160.119.248.147:54390] File does not exist: /data03/c6485446/public_html/xmlrpc.php
[Tue Aug 11 00:53:12.566813 2020] [:error] [pid 83820:tid 47321849067264] [client 167.71.93.65:35854] File does not exist: /data03/c6485446/public_html/googlemaps/adminer-3.0.0.php
[Tue Aug 11 00:21:49.013310 2020] [:error] [pid 83819:tid 47321825953536] [client 207.180.255.81:55819] File does not exist: /data03/c6485446/public_html/new.php
[Tue Aug 11 00:21:48.692729 2020] [:error] [pid 83911:tid 47321851168512] [client 207.180.255.81:55508] File does not exist: /data03/c6485446/public_html/mini.php
[Tue Aug 11 00:21:47.495349 2020] [:error] [pid 83821:tid 47321840662272] [client 207.180.255.81:54453] File does not exist: /data03/c6485446/public_html/new.php
[Tue Aug 11 00:21:47.492008 2020] [:error] [pid 83819:tid 47321828054784] [client 207.180.255.81:54356] File does not exist: /data03/c6485446/public_html/mini.php

#247665 Copied

Olga Barlow

Participant

August 13, 2020 at 17:53

Hello,

client denied by server configuration

I think you need to contact your hosting provider and ask them to fix the server settings to prevent this issue. It looks that your server has some limits and it blocks the Customizer requests if it’s too long. Also, we see the PHP memory limit issue in the WooCommerce logs http://prntscr.com/tz3fsq Ask the hosting provider fix this too.

Regards

#247734 Copied

Skye

Participant

August 14, 2020 at 14:13

Hi, thank you for your advice. We have been talking to the host provider and have found a location where the memory allocation hasn’t been increased so that has now been done.

The error is still there when doing the following….
“Appearance->Customise”
“Xstore->theme options” (there are actually two theme options in the dashboard which is very strange – see pic in private area)
“Xstore->Head Builder”
“Xstore->Single Product Layout Builder”

But the following is working…
I can upload a photo – which I could NOT do on Tuesday
I can edit the website front end and back end using WP Bakery Page Builder (I have added a new the photo to the home page (which I could NOT do on Tuesday).
……

This suggests to me there is something going funny with Xstore as the functions that are causing the error are connected.

Can I please ask you to have another look this afternoon if possible?

Access details provided previously will still work.

Many thanks,

UPDATE: If we deactivate the plugin “xstorecore” we are no longer getting the errors described above. Again suggesting something wrong with the theme/plugin somewhere. We also deactivated xstore theme and activated Steorefront as suggested previusly….no errors.

Please contact administrator
for this information.

#247891 Copied

Olga Barlow

Participant

August 14, 2020 at 18:31

Hello,

We still see the memory errors http://prntscr.com/tzpjun 56Mb is not enough to use our theme, sorry.
Storefront uses less memory than XStore, that’s why you don’t have the error.

Regards

#247936 Copied

Skye

Participant

August 14, 2020 at 18:55

ok, I’m getting frustrated as the memory limit is over 300MB.

However please be careful as it was 8theme that asked me to in another thread relating to these errors to change the theme to store front and check again.

#247942 Copied

Olga Barlow

Participant

August 17, 2020 at 12:14

Hello,

We are not sure about this but your server gives that error, so it means that something is not ok with your PHP memory limit. Maybe it was set incorrectly or maybe you still have some limits somewhere in the server settings. Contact your hosting provider and ask them about this. Show them those errors, you can find them in your Dashboard after opening the Customizer. Either solve this moment with your hosting provider or you can submit a refund request because we can do nothing with the server settings and with min requirements for our theme.

Regards

#248169 Copied

Skye

Participant

August 18, 2020 at 09:25

Thank you, we seem to have solved it with the host provider, so lets see how long before I break it again!

#248337 Copied
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