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Server stuck after open several customize.php at the same time

This topic has 15 replies, 3 voices, and was last updated 2 years, 11 months ago ago by Rose Tyler

Radian

Participant

March 4, 2021 at 09:40

Hello, in my previous post in forum, I mentioned sometimes the server computer stuck with unknown reason and have high disk usage until we restart the virtual machine.

Recently, we discovered that we could reproduce this issue easily simply open several customize.php at the same time, it stuck.

Please refer to tho following test we did:
(test procedure, computer usage graph is provided in the post link.)

Test1: https://imgur.com/a/pFraeBq
1-1. (computer restarted) -> test with xStore activated, 7 customize.php at the same time -> crash
1-2. (computer restarted) -> test with xStore deactivated, 20 customize.php at the same time -> fine

Test2: https://imgur.com/a/yldEDAR
2. test with latest xStore activated, 5 customize.php at the same time -> crash

no other web pages opened during these tests except wp-admin.php

I kept all the other plugin or else all the same enabled/disabled state between the tests. So I can confidently say, with xStore enabled -> crashed, with xStore disabled -> fine. So it’s clear that wordpress, or host provider, hardware config is not the problem, it’s the problem from xStore process.

I already made an backup, so I could give you complete permission to access our server, wp-admin and do tests you want if needed.

I think the bug might be caused by some I/O or streaming function’s exception. Maybe let your team implement an appropriate try-catch block can quickly solve this problem.

An clear workaround guide on this issue is acceptable, like: you could tell me, which host provider could make sure the server won’t be stuck and keep runnig even when the issue happened.

Please handle this ASAP since It’s been a while and I already provide a good test result and proved the problem is highly probably related with this theme.

All the best!

Please, contact administrator
for this information.

#277684 Copied Theme version: 7.2.5

14 Answers

Radian

Participant

March 8, 2021 at 15:49

Hello, any response there? Thanks!

#278267 Copied

Radian

Participant

March 10, 2021 at 08:30

Hello, any updates there? Thanks!

#278549 Copied

Olga Barlow

Participant

March 10, 2021 at 08:50

Hello,

Take my apologies for the delay in answering.
Our theme has a lot of options and it takes much more resources than the default theme with up to 20 options. But we are working on improvements to the customizer speed and optimization. We plan a major release at the end of spring.
Anyway, why do you open many customizer tabs? If you make changes in one of tab, save them but opened another tab before and save changes there you will lose the previous changes. So, don’t understand why do you need that.

Regards

#278554 Copied

Radian

Participant

March 10, 2021 at 10:19

You should know that, we don’t need to open many customizer tab, but we need a stable theme code which will not cause our serve stuck.

At the beginning, we discovered our server will get stuck with unknown reason. You know, such issue is not acceptable for any website.

We contact you about that but got no good answer. After that, we keep encounter server stuck problem sometimes. Fortunately we finally narrow down the condition, do the test and give you the detail and confidently say this is something related with your theme, and highly related with your some code hooked in wp-customize.php.

And we are still not sure if such code are hooked else where in other public webpage. So we need you to look on this and give us a clear guide and information to prevent server get stuck with your code.

We are still looking forward to a good information on this issue from you, Thanks

Please contact administrator
for this information.

#278574 Copied

Olga Barlow

Participant

March 10, 2021 at 17:05

Hello,

Our theme options based on the Kirki framework and unfortunately this framework uses a lot of resources. We are working on recoding to solve this issue. But it takes time because as you know theme hastens options and header builder and single product builder. We need to improve performance but keep work all of them.
We can suggest nothing, unfortunately, before the release which will include this optimization.

Regards

#278681 Copied

Radian

Participant

August 6, 2022 at 13:17

Hello,

The issue still exist after I upgrade the theme to 8.2.4. If you want to reproduce the issue I met, simply follow my test procedure mentioned here
https://www.8theme.com/topic/server-stuck-after-open-several-customize-php-at-the-same-time/#post-277684

My customer keep asking me if the site is stable, I couldn’t response them, because this theme have the posibility to crash the server.

Any suggestion? thanks!

#331218 Copied

Rose Tyler

Support staff

August 6, 2022 at 14:22

Hello,

Thanks for the reply.
Improvements were done from that time. To be able to answer why you face problems still, our developers need to take a closer look at your site. Please provide URL, temporary wp-admin and FTP access.
Dev team will back to work after the weekend, they will check what can be done to help you. If the problem won’t be solved, you will be able to send a refund request – https://themeforest.net/refund_requests/new
Waiting for your reply with access.

Regards

#331223 Copied

Radian

Participant

August 6, 2022 at 15:11

Really Appreciated. Access is provided in private content. Thanks!

Please contact administrator
for this information.

#331227 Copied

Rose Tyler

Support staff

August 6, 2022 at 15:20

Thanks for the fast reply. Credentials work, so I will let you know once get an answer from the dev team.
Please be patient and do not change access.

Regards

#331229 Copied

Rose Tyler

Support staff

August 7, 2022 at 16:52

Hello,

We can see a few reasons for the mentioned problem, which are unique for your site, so other our customers do not face the problem. Here they are:
– errors from 3rd party plugins in the customizer https://prnt.sc/rMlYq-sJXvuY
– errors from 3rd party plugins on Home page which is loaded in preview mode – https://prnt.sc/fp2hgQtRnFg6
– size of Home page is 61mb https://prnt.sc/xttNxjWnbgxr

The most important reason is the page size of 62mb-68mb, which in the customizer turns up to 70mb. Accordingly, we download it at the same time 10 times and receive 700 MB of content that the server needs to process, but it does not cope.

possible solutions:
1) reduce the page size.
2) load the previewer on some neutral page, such as a blog, or just an empty page, although even empty pages weigh 50 MB on your site

Regards

#331263 Copied

Radian

Participant

August 10, 2022 at 14:26

Hello, thanks for the update.

the two error is not quite important, so I will skip that in this post. The main problem you mentioned is the over 60MB peak memory which you said is a rare case.

But I tried to initialize an empty wordpress with xstore theme, and imported classic demos (https://xstore.8theme.com/elementor/), then go to the main page, the landing page has 30MB peak memory.
https://prnt.sc/CE6nTw7tPc1i

Since your built in demo uses a large memory usage initially, how will you guide user to reduce the memory usage if they are using your demo content and facing memory problem?

I know some method like increasing wordpress memory limit, so don’t tell me those.

The most thing I need from you is, why your classic demo site has 30MB peak memory initially? And where exactly does those amount come from? Image file size in slider revolution or something else?

Thanks.

#331448 Copied

Rose Tyler

Support staff

August 10, 2022 at 16:25

Hello,

Thank you so much for reaching out with us.
We have learn it in the depth. Here is our test:
1. Empty installation of WordPress and default theme https://prnt.sc/b4yl_Gvuthwe
2. Installed Elementor https://prnt.sc/w5sHQCJV39I5
3. Switched to XStore theme without content https://prnt.sc/FQhjUXQczZbU
4. Installed WooCommerce https://prnt.sc/MjiNOL11wbSi
5. Switched back to Default theme with Elementor and WooCommerce https://prnt.sc/fVinb1Vy9gmy
So as we can see the base and empty content work almost the same. In case as much content we add the more memory will be in use and its normal.

Next example:
If we will go to the subpage like shop with default theme: https://prnt.sc/Mgs56eTL56W2
And again switched back to XStore: https://prnt.sc/5Fq7LWIOjnzv

Conclusion: If we compare functionality of theme it will be 3-5x time more powerful. If we compare memory use it will take us 15-20%. In case you want to open 10+ or 100+ pages of customizer or fronpage its better to use more powerful server. And its logical. Hope after that deep test you will find your solution.

Ping us along the way if you have any concerns or questions.

Regards

#331478 Copied

Radian

Participant

August 24, 2022 at 09:36

I would suggest customer like me to use managed wordpress host provider instead.

I moved to GoDaddy the issue is solve by its backend structure automatically now. So I will just skip this problem for now.

#332432 Copied

Rose Tyler

Support staff

August 24, 2022 at 11:12

Hello,

Thanks for letting us know!
Have a nice day!

Regards

#332448 Copied
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