Error 504 bad gateway on Back Office of Prestashop store

[manuel987]

I have a problem with my Prestashop Store wich, sometimes i can get into Front Office without problems but other times i get an error 504 and worse i cannot get into Back Office because get this error 504. This is happening for four or five days and i dont know the root of the problem. I checked server logs but it only shows Negotiation error and idle timeout (120s) error. I cannot change the php.ini or nginx conf files because the hosting i have does not allow it (they say i need to change to VPS server to have root access and what i am using wich is web cloud does not grant me access). I really need some guidance because i really dont want to loose possible customers. I have attached the logs of hosting but i dont think it will help

logs_website.log.gz.txt

[avppy7]

This error, is classic and caused by a limit of idle_timeout (30 seconds by default) or max children processes.

After examining the txt file, it is the theme of the site that is the problem. Is it the original one or a third one.

This may be due to a module and it would be good to check the php version.

The tracks are multiple. In ftp you can access?

[manuel987]

yes i can access to FTP and the php version i am using on the hosting service is php 7.1 Note: i am using Leo Theme 

Edited November 12, 2021 by manuel987
forgot to add more information (see edit history)

[avppy7]

comm with server "/homez.381/aldeiagrhi/www/index.php" aborted: idle timeout (160 sec)

default 30 seconde

 

[manuel987]

i am sorry to ask this but how do i comm with /homez.381/aldeiagrhi/www/index.php ?

[avppy7]

the theme is the original one or the one of an author?

the version of prestashop is?

link of the site:

 

[manuel987]

the theme i am using is Leo Theme the prestashop version is 1.7.5.1 and the link is https://aldeiagranel.com (its a Portuguese website)

 

The Front office is working but back office is having problems

[avppy7]

comes from a theme not provided by PrestaShop?
 Compatible with version 1.6.0.24 or 1.7 ?

what does the config file say
app.engine=php
app.engine.version=8.0

http.firewall=none
environment=production

container.image=stable64

Edited November 12, 2021 by avppy7 (see edit history)

[manuel987]

Leo Koreni Prestashop 1.7 Theme 

 

app.engine=php
app.engine.version=7.1
http.firewall=none
environment=production
 

 

its the only information i have on ovhconfig file (OVH is my hosting service)

[avppy7]

il manque container.image=stable64

[Nickz]

1 hour ago, manuel987 said:

the link of BO is https://aldeiagranel.com/blabla54309

better edit that line, there are not only helpful and nice people around

[avppy7]

yes! I was dining but I will try to guide you.

Currently your prestashop is up to date?
You know how to use the interface and the ftp tools?
I don't know your level of knowledge so it is appropriate to know your level.

 

 

use the original PS theme and see if it is not due to a module of the LEO theme that is either not compatible or up to date.

When did this happen and did you make a modification?

 

[manuel987]

the only modification was installing a module named custom popup and a live chat named smartsupp the rest what i only have done was styling with css

 

the modules i removed both and i know how to use ftp tools and interface

[avppy7]

Clear the browser cache.
 

 

Ah ok a free and modified module but what in css?
and the deleted module perfect but clear prestashop cache if you have access to backoffice or ftp.

The quota base is good or overloaded?

[manuel987]

i always clear browser cache after removing modules but i dont understand what you mean with the quota base being good or overloaded

 

hmmm you mean i need to change all the files and folders of /var/cache and then remove the folder cache ? Is it safe at all removing what is inside the folder cache folder ?

 

it will take some time since i have some renamed folders 

[avppy7]

on 1.7 it is app/cache

but your ovh config file has neither stable nor 64 ?

 

https://docs.ovh.com/fr/hosting/configurer-fichier-ovhconfig/

[manuel987]

no doesnt have stable nor 64

 

and i dont have a folder named cache inside the app folder i have a /var/cache

[avppy7]

Make a screen of your tree structure it's simpler because trust does not exclude control. To read you,

var/cache/prod

/var/cache/dev

 

The site responds very slowly. There is an overload. Is the base in gzip?

 

In prestashop 1.7 there are two subfolders in the cache folder, one cache subfolder for debug mode and one cache subfolder for production mode.

 

Just thank you, it's solved on the other hand, switch to the VPS because the site is super slow and it's not good for traffic and customers will go elsewhere.

[razaro]

Guys please this is not chat app it is a forum so please use edit post function and try to make topic bit cleaner and not making 4 posts in few minutes.

Also Manuel be patient, avppy7 will replay when he can. So do not ask if he is there, again not a chat app. I merged several posts and hide some.

[manuel987]

i understand what you mean razaro but i have been searching for solution for this problem i really dont know what to do. This has to be somekind of module that is not doing well but wich i dont know.

[Kristina]

Ciao a tutti... scusa, ho lo stesso problema con la 1.6 e non riesco a risolvere. Tu hai risolto? come hai fatto? Mi serve aiuto

Hi all ... sorry, I have the same problem with 1.6 and I can't solve it. Have you solved it? how did you do? I need help