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Internal server error - by Michael Azer - on WordPress WooCommerce support

This topic has 25 replies, 3 voices, and was last updated 3 years, 5 months ago ago by Michael Azer

Michael Azer

Participant

November 14, 2020 at 19:29

I have a problem that whenever I go into the child theme customization (appearance > customize), it says “Internal server error” and I can’t see the website preview. This is although the website is up and running normally. I’m using WP Bakery for the page customization.
How can I solve this? I tried uninstalling the theme and reinstalling, I tried updating, and I tried uninstalling plugins and re-installing them, but to no avail. Please help.

#259563 Copied Theme version: 7.1.2 WooCommerce version: 4.7.0

24 Answers

Rose Tyler

Support staff

November 15, 2020 at 08:32

Hello,

Thanks for using XStore.
500 Internal Server Error – means there is some Fatal error in PHP script or on the server side. Contact your hosting providers and ask to give you a server error log to check what is wrong.

Regards

#259580 Copied

Michael Azer

Participant

November 15, 2020 at 12:05

This doesn’t solve the issue, because I get the same error even on my local machine.

#259611 Copied

Rose Tyler

Support staff

November 15, 2020 at 13:05

Do you have any errors in the server error log or when enable debug mode? https://wordpress.org/support/article/debugging-in-wordpress/

Regards

#259616 Copied

Michael Azer

Participant

November 15, 2020 at 15:52

I’m not getting any errors in the log other than a warning related to a plugin that I installed recently, way after the error has been coming up.

#259647 Copied

Olga Barlow

Support staff

November 15, 2020 at 16:13

Hello,

Provide us with WP Dashboard and FTP access to your site. We’ll check the issue in more detail.

Regards

#259651 Copied

Michael Azer

Participant

November 15, 2020 at 17:57

provided in the private area

Please contact administrator
for this information.

#259670 Copied

Michael Azer

Participant

November 15, 2020 at 18:01

check the private content

Please contact administrator
for this information.

#259671 Copied

Olga Barlow

Support staff

November 16, 2020 at 13:32

Hello,

We need to check the server error logs but don’t have access to file /opt/bitnami/php/var/log/php-fpm.log Could you, please, change permissions to allow our user to read the mentioned file.

Regards

#259793 Copied
Michael Azer

Participant

November 16, 2020 at 18:24
That’s what inside:
```
[16-Nov-2020 13:13:24] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 13:27:15] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:10:25] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:13:26] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:15:18] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:16:25] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:23:40] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:26:58] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:27:36] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 14:27:50] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 16:24:00] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 16:33:15] WARNING: [pool www] server reached max_children setting (5), consider raising it
[16-Nov-2020 16:53:03] WARNING: [pool www] server reached max_children setting (5), consider raising it
```
#259866 Copied
Michael Azer

Participant

November 16, 2020 at 19:45

Afte sending the previous message, I went into the php-fpm file and increased the number of children to 25. pm.max_children = 25

#259889 Copied

Olga Barlow

Support staff

November 16, 2020 at 20:16

Hello,

Did it help you?

Regards

#259901 Copied

Michael Azer

Participant

November 16, 2020 at 20:34

I tried deactivating and reactivating each and every plugin, and found that xStore core is the plugin that causes this error. I have the last version installed (Version 3.1.2).

#259906 Copied

Olga Barlow

Support staff

November 17, 2020 at 09:31

Hello,

Our plugin includes all theme options, that’s why it requires more limits than the default customizer. We need to find out what limit exceded on your server. So, could you, please, change permissions to allow our user to read the /opt/bitnami/php/var/log/php-fpm.log file?
To provide you the solution to fix the problem. Or provide us with ssh access if you can.

Regards

#259952 Copied

Michael Azer

Participant

November 17, 2020 at 20:27

SSH provided in a previous message in the private content area

#260100 Copied

Olga Barlow

Support staff

November 18, 2020 at 17:19

Hello,

That access does not allow us to read the file because of permissions http://prntscr.com/vllpw3
Do you have the cPanel access? We need to check the logs and need to be able to change the server settings to try to fix the issue.

Regards

#260229 Copied

Michael Azer

Participant

November 18, 2020 at 19:47

Hi Olga, you cannot access these files using FTP, you need SSH. I sent you the credentials earlier. Please tell me if there’s anything else I can do.

#260276 Copied

Michael Azer

Participant

November 20, 2020 at 13:28

Any news?

#260517 Copied

Rose Tyler

Support staff

November 20, 2020 at 17:06

Hi,

Sorry for the delay in answering. There is no ready solution yet. Our developers will continue working on this issue after the weekend.

Regards

#260549 Copied

Michael Azer

Participant

November 20, 2020 at 17:09

Ok, thanks

#260550 Copied

Michael Azer

Participant

November 23, 2020 at 22:25

Any news yet?

#260926 Copied
Olga Barlow

Support staff

November 24, 2020 at 13:20
Hello,

We found that the following errors appear
```
[Tue Nov 24 12:10:52.037712 2020] [substitute:error] [pid 27751:tid 139738472232704] [client 176.98.73.124:58684] AH01328: Line too long, URI /index.php, referer: https://riz.shop/wp-admin/customize.php
[Tue Nov 24 12:10:52.037758 2020] [proxy_fcgi:error] [pid 27751:tid 139738472232704] (12)Cannot allocate memory: [client 176.98.73.124:58684] AH01075: Error dispatching request to : (passing brigade to output filters), referer: https://riz.shop/wp-admin/customize.php
```
One of our clients already had such error https://www.8theme.com/topic/internal-server-error-2-2/#post-234594

Could you, please, contact your hosting provider and ask to increase the mentioned limit globally? Changes in the .htaccess file of your WP directory do not make an effect because of server settings.

Regards
#260992 Copied
Michael Azer

Participant

November 24, 2020 at 19:34

Thank you for your help, you led me to the right direction and I was able to solve it. I implemented the code in the post you linked, but not in the .htaccess, rather I did it in the /opt/bitnami/apps/wordpress/conf/httpd.conf file
Then I restarted Apache using: sudo service bitnami restart

I’m not sure, but I think the same issue is here:
https://www.8theme.com/topic/error-500-internal-server-on-theme-options/

#261042 Copied

Olga Barlow

Support staff

November 24, 2020 at 19:37

Hello,

Yes, probably. User did not answer, so very likely he sorted out.

Regards

#261044 Copied

Michael Azer

Participant

November 24, 2020 at 19:45

Thanks again

#261050 Copied
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