website down

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8 posts Page 1 of 1
by jspirit@sonic.net » Sat Jan 28, 2017 5:41 pm
I was updating the plug-ins and then clicked on settings for Word Press back up when http://www.emfsafetynetwork.org crashed. I called Sonic support, and they suggested I post on this forum. I do not know how to access the website code. Can you help me get the site back up?
This is the error message.

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator, support@sonic.net and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request.

Apache/1.3.41 Server at emfsafetynetwork.org Port 80

Thanks,
Sandi
by drew.phillips » Sat Jan 28, 2017 10:13 pm
Hi Sandi,

It looks like your site was broken by the w3-total-cache plugin because it adds a setting to the .htaccess file that isn't compatible with our version of Apache. I went ahead and fixed the broken rule and disabled the plugin because it will periodically change the .htaccess back and continuously cause the 500 error.

I think maybe a recent version of that plugin introduced the change that is only Apache 2.2+ compatible. I disabled it by renaming the folder to w3-total-cache.disabled so it won't make the change again. I'd suggest keeping that disabled for now.

Thanks!
Drew Phillips
Programmer / System Operations, Sonic.net
by redp » Tue Jun 11, 2019 8:27 am
I am having the same exact problem as listed above. I am needing help as I'm unable to access site as it's completely down. Anyone know if Drew Phillips still works at Sonic? Seems he is aware of how to fix this.
by drew.phillips » Tue Jun 11, 2019 8:38 am
redp wrote:
I am having the same exact problem as listed above. I am needing help as I'm unable to access site as it's completely down. Anyone know if Drew Phillips still works at Sonic? Seems he is aware of how to fix this.


Hi redp,

I commented out the problematic line in the .htaccess file in your website's root directory.

For reference, the issue comes from the following code:

Code: Select all

<FilesMatch "\.(html|htm|rtf|rtx|svg|txt|xsd|xsl|xml|HTML|HTM|RTF|RTX|SVG|TXT|XSD|XSL|XML)$">
    FileETag MTime Size
    <IfModule mod_headers.c>
        Header append Vary User-Agent env=!dont-vary
    </IfModule>
</FilesMatch>


Our version of Apache does not support the "env" portion of the Header directive.

As long as the plugin doesn't try to fix that, it should be fine to leave it. If it does ever do that again, you can remove that line from the .htaccess file located at /home/WWW_pages/yoursonicusername/website.com/ using an FTP client.
Drew Phillips
Programmer / System Operations, Sonic.net
by redp » Tue Jun 11, 2019 10:34 am
Thanks for commenting out that code, however our site is still not rendering - http://redpeloton.com/

Please advise.
by drew.phillips » Tue Jun 11, 2019 1:33 pm
redp wrote:
Thanks for commenting out that code, however our site is still not rendering - http://redpeloton.com/

Please advise.


Any other error is likely the result of another plugin or change unrelated to the plugin. At this point I'd suggest logging in and disabling as many plugins as possible or reverting any other changes made around the time that plugin was installed to try to get the site functioning again.

We're unable to provide any support for hosting or website issues outside of those directly caused by our systems.

The following links are good starting places for debugging Wordpress and plugin issues:

https://wordpress.org/support/article/m ... stallation
https://wordpress.org/support/article/d ... wordpress/
https://wordpress.org/support/category/troubleshooting/
Drew Phillips
Programmer / System Operations, Sonic.net
by redp » Wed Jun 12, 2019 10:36 am
The message I get when going to www.redpeloton.com says this - I have no idea what to do. Who can I contact that can help get our website back online?

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, support@sonic.net and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request.
by drew.phillips » Wed Jun 12, 2019 4:47 pm
redp wrote:
The message I get when going to http://www.redpeloton.com says this - I have no idea what to do. Who can I contact that can help get our website back online?

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, support@sonic.net and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request.


It looks like at 10:33 AM this morning, the plugin re-created the bad rule. Based on that, it seems like w3-total-cache needs to be disabled and removed. Sonic does not provide website support to troubleshoot and fix issues like this. You'd need to find a web developer or person familiar with Wordpress to troubleshoot it. Free help is available at sites like https://wordpress.stackexchange.com/ as well.

I've commented out the bad rule located at line 136 of the .htaccess file that contains "Header append Vary User-Agent env=!dont-vary"

I think it's possible that the cache plugin was also responsible for the other error as well due to incompatibility with another installed plugin.
Drew Phillips
Programmer / System Operations, Sonic.net
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