Troubleshooting: Website crashed completely

This topic has 32 replies, 3 voices, and was last updated 2 years, 8 months ago ago by Olga Barlow

  • Avatar: Intermedia
    Intermedia
    Participant
    July 12, 2021 at 15:38

    Hi,

    The Website just all of a sudden appears like in this screenshot. I didn’t do anything special before it happened and I even did beck up recovery to the website but it’s still there…

    this is how the website looks like now
    I got this mail from wordpress:

    Error Details
    =============
    An error of type E_ERROR was caused in line 2295 of the file /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-content/themes/xstore/framework/woo.php. Error message: Uncaught Error: Call to undefined method St_Woo_Shop::get_gallery_image_ids() in /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-content/themes/xstore/framework/woo.php:2295
    Stack trace:
    #0 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/class-wp-hook.php(292): etheme_available_variation_gallery()
    #1 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/plugin.php(212): WP_Hook->apply_filters()
    #2 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-content/plugins/et-core-plugin/packages/st-woo-swatches/public/partials/class-st-woo-shop.php(145): apply_filters()
    #3 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/class-wp-hook.php(292): St_Woo_Shop->available_variations()
    #4 /var/www/vhosts/vps16022.secured-cloud2.net/ermdental.vps16022.secured-cloud2.net/wp-includes/plugin.php(212): WP_Hook->apply_filters()
    #5

    Please, contact administrator
    for this information.
    31 Answers
    Avatar: Intermedia
    Intermedia
    Participant
    July 12, 2021 at 19:23

    Ok, I found what causes the error. It’s the ‘Ajax Products Tabs’ widget. There’s a problem with the filtering settings. As soon as I change the smallest thing from the default settings of the widget it will cause the error. In the meantime I left it with the default settings but please help me out to fix it.

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    July 13, 2021 at 09:39

    Hello,

    1) Provide us with screenshots of the options that cause the mentioned error.
    2) Provide us with WP Dashboard and FTP access to your site to check the issue in more detail and help you.

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 13, 2021 at 17:37

    screenshot of the options cause the error

    Please contact administrator
    for this information.
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    July 14, 2021 at 12:24

    Hello,

    Your screenshot is broken. You can use Gyazo tool to make and share screenshot.

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 14, 2021 at 14:06

    Avatar: Intermedia
    Intermedia
    Participant
    July 14, 2021 at 14:07
    Avatar: Intermedia
    Intermedia
    Participant
    July 14, 2021 at 14:08
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    July 14, 2021 at 17:29

    Hello,

    It’s ok for me https://gyazo.com/18bf390815975a677f2a7ae67864ce1f

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 15, 2021 at 12:43

    Thank you πŸ™‚

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    July 15, 2021 at 13:25

    You are welcome.

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 25, 2021 at 13:36

    Hi,

    I have now a new problem. Since a few days the bottom header with the Menu is completely distorted but only on tablet horizontal screen size around 970-1024 px, as you can see in the screenshot attached herewith. I couldn’t find the reason for that so far.
    Can you pls help me with it?

    https://gyazo.com/74e610b03cb8c6e4a51cfc94fa1adc2a
    Thanks a lot!

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    July 25, 2021 at 15:24

    Hello,

    Could you provide temporary FTP access? FTP host, FTP username, FTP password, FTP port. If you don’t know what the FTP is then you need to contact your hosting provider. Hosting support knows

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 26, 2021 at 12:33

    Hi,
    You have already all details of FTP access in the former massages of this topic

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    July 26, 2021 at 14:21

    Hello,

    1) Could you, please, check using the real device, not Chrome emulation? Do you have the mentioned issue with the real device?
    2) Dashboard is ok but FTP does not work https://prnt.sc/1g5wmip

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 27, 2021 at 17:13

    1) Of course I checked it also on the a real tablet, this is how I found out about it actually.
    2) The permissions I gave the user I sent you are including creating and managing FTP accounts

    Please contact administrator
    for this information.
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    July 28, 2021 at 11:34

    Hello,

    Thank you. This time it works. I passed the issue to our developers. They are looking solution. I’ll inform you once they fix the problem.

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 28, 2021 at 11:46

    Ok, thank you. I’m waiting then.

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    July 28, 2021 at 12:44

    Hello,

    Check now.

    Regards

    Avatar: Intermedia
    Intermedia
    Participant
    July 28, 2021 at 13:59

    Thank you, now it’s good.

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