Unable to load Single and Product / Product Archive (Internal server error 500)

This topic has 9 replies, 4 voices, and was last updated 3 weeks, 5 days ago ago by Andrew Mitchell

  • Avatar: Den
    Den
    Participant
    January 17, 2025 at 05:55

    Dear Support

    Today when I try to edit Single Product or Product Archive under Theme builder , it shows “Internal Server Error 500” then unable to load the content. I checked system status and all status are positive.

    I tried to disactive all plugin and only left with Xstore Core and Elementor which no help. I disactive Xstore Core, then error disappear.

    The website itself has no issue as I still can see the content from website. Error only appear when I try to load theme builder and try to edit the template. Any advice?

    I attached the error screen and server status for your reference

    Files is visible for topic creator and
    support staff only.
    8 Answers
    Avatar: Tony Rodriguez
    Tony Rodriguez
    Support staff
    January 17, 2025 at 07:47

    Hello, @Den,

    Thank you for contacting us and for using XStore.

    1/ 500 (Internal Server Error). You need to contact your hosting provider support regarding this issue as it’s related to server configuration.

    It is independent of our theme. Please contact your service provider and ask them to fix it.

    Additionally, please read Elementor documentation here: https://elementor.com/help/500-error/
    https://elementor.com/help/when-i-try-to-edit-with-elementor-i-get-an-internal-server-error/

    2/ We suggest disabling all third-party plugins (including cache plugins and CDN ) that do not come bundled with XStore (https://xstore.helpscoutdocs.com/article/36-included-plugins ), clearing the cache of the browser, and then checking again. It is possible that one of the additional plugins is causing the issue.

    If the issue still persists, please keep all third-party plugins deactivated on your site and grant permission to debug your site, which includes deactivating all third-party plugins and on-site Customization. This will allow us to investigate and assist you accordingly.

    Please note that you should take a complete backup of your site before proceeding.

    In addition, please provide your site’s WP Admin URL and credentials in the private content area of this topic, so that we can look into it further and help you:

    WP Admin URL:
    WP Admin Username:
    WP Admin Password:

    Thank you for your cooperation and we look forward to hearing from you soon.

    Best Regards,
    8Theme’s Team

    Please contact administrator
    for this information.
    Avatar: Den
    Den
    Participant
    January 17, 2025 at 08:14

    Hi , I have tried the above suggestion to solve the issue. IHowever, no luck. please check private content . Thanks!

    Please contact administrator
    for this information.
    Avatar: Justin
    Luca Rossi
    Support staff
    January 18, 2025 at 07:26

    Dear @Den,

    We hope this message finds you well.

    Could you kindly provide temporary FTP access so that we can review the error logs?

    To proceed, we would require the following details:
    – FTP Host
    – FTP Username
    – FTP Password
    – FTP Port

    If you are unsure how to create these credentials, we recommend reaching out to your hosting provider, who should be able to assist you with the process.

    Thank you for your cooperation.

    Best regards,
    The 8Theme Team

    Avatar: Den
    Den
    Participant
    January 18, 2025 at 08:59

    We dont setup ftp server at our webserver, but you can let me know what kind of logs you would like to collect. We can assist to collect the log and send you to investigate.

    Avatar: Justin
    Luca Rossi
    Support staff
    January 20, 2025 at 07:24

    Dear Den,

    We hope this message finds you well.

    Could you kindly assist us by adding the following code snippet to the wp-config.php file located in the root directory of your website?

      
    // Enable WP_DEBUG mode  
    define( 'WP_DEBUG', true );  
    // Enable Debug logging to the /wp-content/debug.log file  
    define( 'WP_DEBUG_LOG', true );  
    // Disable display of errors and warnings  
    define( 'WP_DEBUG_DISPLAY', false );  
    @ini_set( 'display_errors', 0 );  
    

    For further details, you may refer to the official WordPress documentation here: (https://developer.wordpress.org/advanced-administration/debug/debug-wordpress/).

    Thank you in advance for your support. Please feel free to reach out if you have any questions or need additional clarification.

    Best regards,
    The 8Theme Team

    Avatar: Den
    Den
    Participant
    January 20, 2025 at 12:21

    Hi Rossi

    I enabled debug.log and attached in private area for investigation.
    Please let me know if anything need my assistance.

    Thanks!

    Please contact administrator
    for this information.
    Avatar: Justin
    Luca Rossi
    Support staff
    January 20, 2025 at 15:56

    Dear Den,

    We hope this message finds you well.

    Could you kindly review the system once more to ensure everything is functioning correctly? If everything is in order, we would greatly appreciate it if you could disable the DEBUG mode.

    Thank you for your assistance.

    Best regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    January 22, 2025 at 01:44

    Dear Den,

    We hope you’re reveling in the experience our theme brings! Your enthusiasm is what fuels our passion. Would you be so kind as to channel that energy into a 5-star rating on ThemeForest? Your feedback is the spark that lights our way!

    Click here to spread the love: https://themeforest.net/downloads

    Thank you for being an integral part of our journey!

    Best Regards,
    The 8Theme Team

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The issue related to '‘Unable to load Single and Product / Product Archive (Internal server error 500)’' has been successfully resolved, and the topic is now closed for further responses

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