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Login error with certain aministrator users

This topic has 9 replies, 3 voices, and was last updated 1 months, 3 weeks ago ago by Andrew Mitchell

Martin

Participant

June 22, 2023 at 11:21

Hi,

I need to come back to this issue, because despite numerous different tests, I could not identify any other connection to it than the “xstore core” plugin.

The problem: Upon login of some users, the site throws a 502.

By now I know only of 2 users that do not work, these 2 administrators:
info@pflanzkompass.at
martin.freisinger@gmail.com
The latter only since yesterday, after changing it to admin (and/or changing the PW). Even after changing it back to another role, the error persisted.

Other users and admin users work; other roles work, too.

Disabling plugins does not help, except for the “xstore core” plugin.

I can definitely rule out server overload or timeouts; there is no proxy server in place. I tried all configurations of the cache plugin. The account page https://www.pflanzkompass.at/konto/ is not being cached.

There already was a topic for this issue:
https://www.8theme.com/topic/login-fails-error-502-with-core-plugin-active/#post-345242
I thought back then that a plugin (Really simple ssl) caused it, but that must have been a mistake. I can not replicate that, neither by disabling the plugin nor by changing its settings.

I do know, however, that the problem first appeared right after updating to the theme version 9 (or core 5 respectively).

I would appreciate it if you could look into this!

Best regards

Martin

Please, contact administrator
for this information.

#359990 Copied Theme version: 5.1.7 WooCommerce version: latest

8 Answers

Andrew Mitchell

Support staff

June 22, 2023 at 16:47

Hello,
We have identified several issues that need to be addressed:

1) Firstly, you need to lower the version of PHP you are using, as you are currently using 8.2.6 while WordPress officially only has beta support for PHP 8.2. For more information, please refer to the link: https://make.wordpress.org/core/handbook/references/php-compatibility-and-wordpress-versions/.

2) We have noticed that the wp-admin pages are blocked (this blockage can affect the login of administrators and moderators), and we were unable to remove it by disabling plugins. Please refer to the private content for more details.

3) We have also noticed that the cache on the page is enabled. Please refer to the private content for more details.

4) We have also noticed that you have plugins that make changes to the database, which can potentially damage the data and lead to login issues.

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#360043 Copied

Martin

Participant

June 22, 2023 at 17:49

Hello,

thank you very much for the thorough reply!

1) I have lowered php to 8.1. The hosting panel does not differentiate in more detail.

2) The admin page is now unblocked. However, I had tested this possibility before.

3) This cache shown in the browser dev tools is now disabled. It has nothing to do with page cache but is for css/js assets only. I had tested this before, too

But I am not sure what exactly w3total cache is doing in the other case. But I have now disabled the plugin to make sure it won’t interfere

4) you probably mean Advanced Database Cleaner. I have started using this plugin much later than the first time this problem had occurred (which was the day the theme version 9 (or core 5 respectively) was released)

Best regards
Martin

#360044 Copied

Andrew Mitchell

Support staff

June 22, 2023 at 20:27

Hello,

We have identified that the issue with login is related to the maximum cookie length for
Customizer -> WooCommerce (Shop) -> Built-In Wishlist
and
Customizer -> WooCommerce (Shop) -> Built-In Compare.
These cookies are used to store customer wishlist and compare data.

Typically, servers allow for 4KB of cookies to be processed in your case this is 2.2KB which equates to 74 products in your wishlist.

We suggest that you ask your server provider if they can increase this value.

We got the following information for their newest versions after running this test in a few browsers:

Google Chrome – 4096 bytes
Firefox – 4097 bytes
Microsoft Edge – 4097 bytes

If you wish, we can disable cookie updates upon login or save the half of products it was – 37.

We will do our best to resolve this issue as soon as possible.

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#360051 Copied

Martin

Participant

June 23, 2023 at 09:19

Hello Andrew,

this is great news, thank you!

Disabling cookies upon login would not be necessary. I will ask the provider if they can increase the value for the cookies as a temporary solution.

I have deleted the contents of the wishlists and compare lists in both accounts with that problem.

However, it worked only with one of them. See private content area

Best regards

Martin

Please contact administrator
for this information.

#360088 Copied

Andrew Mitchell

Support staff

June 23, 2023 at 10:49

Hello, Martin,

We identified an issue with the user by having 69 products in their wishlist.

We have now found a way to reduce the size of the wishlist and compare cookies by 35%, which has enabled successful logins for the user.

The changes were made in the following files:
plugins/et-core-plugin/packages/xstore-wishlist/xstore-wishlist.php
and
plugins/et-core-plugin/packages/xstore-compare/xstore-compare.php

These changes will be included in the next update, and we will continue to work on reducing the size of these cookies.

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#360111 Copied

Martin

Participant

June 23, 2023 at 12:10

Hello Andrew,

it works now with the other user as well!

thank you again, for hearing me out and helping so quickly!

Awesome support!

Best regards
Martin

#360118 Copied

Rose Tyler

Support staff

June 23, 2023 at 12:12

Hello, Martin,

You’re welcome!

We kindly request you to consider leaving a 5-star rating for our theme and customer and technical support by visiting http://themeforest.net/downloads. Your feedback and positive review would not only help us improve our product but also encourage us to provide better support in the future. It means a lot to us and we are grateful for your support.

Best Regards,
8Theme’s Team

#360120 Copied

Andrew Mitchell

Support staff

March 5, 2024 at 12:38

Dear Martin,

Choosing our theme reflects your commitment to quality, and for that, we’re genuinely grateful. As we constantly strive to elevate your experience, your feedback is an invaluable gift. Could you kindly take a moment to rate our product with 5 stars on ThemeForest?

Click here to share your insights: https://themeforest.net/downloads

Your support fuels our journey, and we appreciate it more than words can express.

Best Regards,
The 8Theme Team

#385691 Copied
Tagged: admin, error, login, themes, users, woocommerce, wordpress
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