Marius11 Posted April 5, 2021 Share Posted April 5, 2021 Hi guys, I'm having a big issue. The entire backoffice has been deleted(including the accounts). The frontoffice is still up, but without the products. The only change that's been made recently was changing the NS of the hosting. Could that be the issue? If not, how should I solve this? Thanks Link to comment Share on other sites More sharing options...
musicmaster Posted April 5, 2021 Share Posted April 5, 2021 7 hours ago, Marius11 said: I'm having a big issue. The entire backoffice has been deleted(including the accounts). The frontoffice is still up, but without the products. The only change that's been made recently was changing the NS of the hosting. Could that be the issue? If not, how should I solve this? This is a very vague story. You better tell what happened if you want help. What is the "backoffice"? The admin directory? But that has nothing to do with the accounts. They are in the database. Do you get any error messages? And what do you mean with changing the NS of the hosting? Link to comment Share on other sites More sharing options...
Marius11 Posted April 5, 2021 Author Share Posted April 5, 2021 Friday morning the website was down. The guys from the hosting team said everything was fine and we should contact the company where we brought the domain. They that and they told us they have some issues, but it will be fixed. After they fixed the issue, our name servers got reset to the ones from the company that provided the domain. We changed it back to the NS from our hosting team, like it was before this issue. Today I noticed that the products from the website are deleted and it only shows the themes. The website is www.evshop.eu Seeing that there are no products, I tried to acces the backoffice/admin panel to see what happened. When i tried to connect with a superadmin account, it said that either the password is incorrect or the account does not exists. Even if the password was correct, i used the forgot my password option and said there was no user under this e-mail, meaning that the entire database was somehow lost in the process. I tried to contact the hosting company and they told me over the phone that there is a database on their server, but i should make a written request. Still no answer from them ever since. Do you think this is an issue generated by the change of the NS and the information got lost somewhere between the domain-hosting company? Or is this a prestashop issue? If so, do you have any suggestions on how can i resolve it? Link to comment Share on other sites More sharing options...
musicmaster Posted April 5, 2021 Share Posted April 5, 2021 4 minutes ago, Marius11 said: Friday morning the website was down. The guys from the hosting team said everything was fine and we should contact the company where we brought the domain. They that and they told us they have some issues, but it will be fixed. After they fixed the issue, our name servers got reset to the ones from the company that provided the domain. We changed it back to the NS from our hosting team, like it was before this issue. Today I noticed that the products from the website are deleted and it only shows the themes. The website is www.evshop.eu Seeing that there are no products, I tried to acces the backoffice/admin panel to see what happened. When i tried to connect with a superadmin account, it said that either the password is incorrect or the account does not exists. Even if the password was correct, i used the forgot my password option and said there was no user under this e-mail, meaning that the entire database was somehow lost in the process. I tried to contact the hosting company and they told me over the phone that there is a database on their server, but i should make a written request. Still no answer from them ever since. Do you think this is an issue generated by the change of the NS and the information got lost somewhere between the domain-hosting company? Or is this a prestashop issue? If so, do you have any suggestions on how can i resolve it? Try to enable debug mode to see an error message. My feeling is that the database - or at least a large part of it - is still there. Link to comment Share on other sites More sharing options...
musicmaster Posted April 5, 2021 Share Posted April 5, 2021 If you pm me your FTP access data I will have a look. Link to comment Share on other sites More sharing options...
Marius11 Posted April 5, 2021 Author Share Posted April 5, 2021 I cannot login on prestashop to enable the debug mode since all superadmins have been deleted. Can you tell me what's a FTP access? Sorry, I'm kinda new to this Link to comment Share on other sites More sharing options...
triplei Posted April 7, 2021 Share Posted April 7, 2021 Check with your hosting company and see what is their latest backup. If they have one, tell them you want to restore both the database and the files to that state. Link to comment Share on other sites More sharing options...
Marius11 Posted April 7, 2021 Author Share Posted April 7, 2021 Hi I was able to fix this issue with the hosting company. The database got lost when we changed the NS and we were able to upload an older back-up, but now I'm having another issue: When i try to acces the menu (products, advanced parameters, etc) I receiving the error message: This page isn’t working evshop.eu is currently unable to handle this request. HTTP ERROR 500 Any suggestions? Marius Link to comment Share on other sites More sharing options...
musicmaster Posted April 7, 2021 Share Posted April 7, 2021 1) clean the cache. 2) enable debug mode Link to comment Share on other sites More sharing options...
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