Excessive CPU usage of the theme xstore lately urgent

This topic has 14 replies, 2 voices, and was last updated 5 months, 2 weeks ago ago by Luca Rossi

  • Avatar: Ricardo
    Ricardo
    Participant
    February 4, 2024 at 00:51

    Hello
    I am contacting you because I have a problem with the xstore theme. The problem occurred before and after the last update with the same result. For this, I deleted the cache of my hosting after applying the xstore theme update: the error appears to be load in the SVG icons that causes excessively high consumption peaks of the hosting CPU. When I contacted Siteground they told me that their report said the following:

    “Our website performance monitoring system (WPMS) has detected constant excessive usage of CPU resources by your website. This level of usage is significantly impacting the performance of the shared server.

    In the last 24 hours, your site has exceeded the allowed CPU usage, consuming 461,000 CPU seconds and 143,000 CPU executions.”

    “I’ve reviewed your site’s statistics for the last 48 hours and I can see that it has generated a lot of CPU seconds during this time. By reviewing the site logs, I can see that the site is making a lot of self-referring requests that They look like this: >> attached images << "These requests are reaching rates of over 2,700 per minute and you need to address this and be stopped/limited. Since the website is limited at the moment to prevent these self-referring requests, I have allowed access only from your IP address" "I have lifted the site limit and when monitoring traffic to the site, it appears that self-referring requests are continuing" I also attach several images of consumption peaks in the hosting report, the problem that the frontend presents with the low user consumption that my website has every day, and the peak CPU usage increases in the last 2 days. https://ibb.co/0Mn2WCm
    https://ibb.co/yPR9MT1
    https://ibb.co/nrptzZh
    https://ibb.co/tYMn5f2
    https://ibb.co/wh3zB34
    https://ibb.co/CVN1VVd
    https://ibb.co/0c2dpg7
    https://ibb.co/Hp41myB

    I hope you can help me since they restricted access only to me to solve it and my clients cannot access the website :(, I hope for your prompt response in advance.

    13 Answers
    Avatar: Justin
    Luca Rossi
    Support staff
    February 5, 2024 at 05:24

    Dear Ricardo,

    We regret to learn that you are experiencing difficulties with your website.

    To assist you effectively, we kindly request that you forward us the complete error logs. Additionally, please provide us with access to your WordPress administrative panel and FTP credentials.

    And please whitelist my IP addresses:

    – 171.246.109.112
    – 2402:800:63b9:ba85:bd98:b79f:1107:c1ce

    Thank you for your cooperation.

    Best Regards,
    The 8Theme Team

    Avatar: Ricardo
    Ricardo
    Participant
    February 5, 2024 at 19:02

    Dear

    Any PHP error logs are available in the public_html/ folder of the website, in the php_errorlog section. Inside you can enter the WP file manager that is in my wordpress, how can you access all the necessary files from the wordpress administrative panel, I think it would be unnecessary to give you FTP access

    I hope you resolve this soon please since I already have campaigns down due to this error and notifications from Google Search Console 🙁

    Thanks for your help

    Please contact administrator
    for this information.
    Avatar: Justin
    Luca Rossi
    Support staff
    February 6, 2024 at 08:11

    Hi @Ricardo,

    Please add our IP Addresses to whitelist:

    – 171.246.109.112
    – 2402:800:63b9:ba85:bd98:b79f:1107:c1ce

    We’re unable to login to your website right now: https://prnt.sc/dM2Fb3MfltGT

    Thank you!

    Avatar: Ricardo
    Ricardo
    Participant
    February 6, 2024 at 15:21

    Hello, the technical support of my hosting was going to add the IPs manually, please check if you can enter again

    thank you.

    Avatar: Justin
    Luca Rossi
    Support staff
    February 6, 2024 at 15:24

    Hi @Ricardo,

    We’re really sorry for this inconvenience.

    Our team has the dynamic IP addresses, so could you please add this IP address to whitelist also?

    – 116.102.87.51

    Best Regards,
    The 8Theme Team

    Avatar: Ricardo
    Ricardo
    Participant
    February 6, 2024 at 17:40

    That IP has already been added too,….

    Avatar: Justin
    Luca Rossi
    Support staff
    February 7, 2024 at 04:44

    Dear Ricardo,

    We hope this message finds you well.

    We regret to inform you that we continue to experience difficulties accessing your website:

    https://prnt.sc/nMahGfppI0C9

    We kindly request that you contact your hosting provider and ask them to remove the IP restriction that is currently in place. This action is necessary to enable us to proceed with our tasks.

    Once the IP restriction has been lifted, we suggest utilizing a maintenance plugin to control user access to your website during any necessary updates or changes. The following plugin is recommended for this purpose:

    https://wordpress.org/plugins/maintenance/

    We appreciate your prompt attention to this matter and look forward to your cooperation.

    Best regards,
    The 8Theme Team

    Avatar: Ricardo
    Ricardo
    Participant
    February 7, 2024 at 05:51

    I understand, but we don’t have a block on the website.

    23:48

    we have a firewall that is normal, against DDoS attacks

    23:48

    block malicious IPs

    23:48

    If your IP is blocked, we can unblock it

    23:48

    the firewall cannot be disabled because we block more than 1,000,000 IPs per day

    23:48

    due to attacks

    23:48

    If the firewall is taken down, all servers will go down as well.

    23:48

    however, it seems that their IPs are not even blocked

    23:48

    meaning your connectivity issues are probably due to using a VPN with bad IP or reputation or connectivity issues with your ISP

    Please send me the IP addresses from where you solve the problem because the hosting tells me the above.

    Avatar: Ricardo
    Ricardo
    Participant
    February 7, 2024 at 06:01

    Please send me the IP addresses from where you solve the problem because the hosting tells me the above.

    Avatar: Ricardo
    Ricardo
    Participant
    February 7, 2024 at 06:02

    Please send me the IP addresses from where you solve the problem because the hosting tells me the above. ??

    Avatar: Justin
    Luca Rossi
    Support staff
    February 7, 2024 at 08:29

    Dear Ricardo,

    We apologize for the delay in our response.

    Upon investigation, our development team has been unable to reproduce the issue on our development sites. It appears that the problem may stem from the file_get_contents PHP function provided by your hosting service.

    To address this, we have substituted the SVG icons with image files, which has resolved the issue and eliminated all warning messages.

    Please refer to the following screenshot for your reference: https://prnt.sc/nIks7yag0qda

    Could you kindly verify the changes at your earliest convenience?

    We appreciate your cooperation and understanding.

    Warm regards,
    The 8Theme Team

    Avatar: Ricardo
    Ricardo
    Participant
    February 7, 2024 at 13:57

    Good morning

    The site works, the hosting support confirmed that it lifted the limits on my account, they will monitor the use of resources 24 hours a day. Thank you.

    I have a question. with the changes you made. If later or in a few months you would like to change or update the “Floating Navigation Panel” icons
    From the WordPress xstore sales booster menu will the problems reappear? or when I update the theme?

    if that’s the case. What steps should I follow to avoid this problem again? or what concerns should I have to change future icons in Floating Navigation Panel

    Avatar: Justin
    Luca Rossi
    Support staff
    February 8, 2024 at 04:32

    Dear Ricardo,

    Now you can update any icons as you want for the Floating Navigation Panel.

    We would like to inform you that the issue you have reported has been duly noted. Our development team is currently investigating the matter with due diligence.

    Should we successfully replicate the issue in our environment, rest assured that we will proceed with the necessary updates to address it.

    We appreciate your patience and understanding in this regard.

    Thank you for bringing this to our attention.

    Best Regards,
    The 8Theme Team

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