I can not enter Backoffice

[sanbikes]

Hello everyone
   Since yesterday afternoon I can not get into the backoffice of my store anymore.
  When typing email and password, after much delay gives an error screen saying "Product not found"
  
  I cleared the cache, I asked to send a new password to my email, which did not work either.
  The store works, but I do not have access! 

Ps: 1.6.0.12
Https://maisvitaminas.com.br/

 

 

[Scully]

And what did you change before this error occured? Don't say nothing ...

 

Do you get the normal login screen for the backoffice?

Probably you are in fact logged in but redirected due to some reason.

 

If you try the login - then your get the product not found.

And then call your backoffice URL without additonal parameters like this:

 

example.com/mybackoffice/

 

Do you get in this way?

[sanbikes]

I have not changed anything in a long time.
  I was just entering the tracking code for an order.

   I tried to open another browser (clean, no cookies or cache) and also the message is the same

[selectshop.at]

Rename .htaccess and try login. Verify if there are some modified files by yesterday on FTP. It could happen that you was victim of a hacked shop.

 

Activate also debug mode and see for errors.

[sanbikes]

I had already renamed via FTP ".htaccess", also did not work.
  I generated a new password in (forgot my password) this password also does not give access.
   I remembered that I have a test store (clone) on the same server, I did a test, it also has the same problem

[Scully]

Can you log into your hosting account or into your server and check the error logs and access logs?

If yes - access log with files related to your backoffice and its IP addresses could be of interest.

 

And - as already explained by selectshop.at - check if files have changed in the last few days.

 

If you haven't changed anything recently, something or somebody else has changed something what isn't obvious at this moment.

Edited August 31, 2017 by Scully (see edit history)

[sanbikes]

Yes, I also logged into my hosting account in phpmyadmin on the ps_log table on yesterday's date from the time the events occurred, but I did not find any clues.
I am checking in FTP if any folder has changed.

  I asked my host if there was any new configuration on the server where I could have modified the

[sanbikes]

Ps_log

 

(147, 1, 0, 'Conexão com a Área de Administração de 187.11.75.116', '', 0, 1, '2017-08-30 08:46:26', '2017-08-30 08:46:26'),
(148, 1, 0, 'Conexão com a Área de Administração de 187.11.28.19', '', 0, 1, '2017-08-30 13:06:21', '2017-08-30 13:06:21'),
(149, 1, 0, 'Conexão com a Área de Administração de 187.11.28.19', '', 0, 1, '2017-08-30 22:16:26', '2017-08-30 22:16:26'),
(150, 1, 0, 'Conexão com a Área de Administração de 187.11.28.19', '', 0, 1, '2017-08-30 22:41:24', '2017-08-30 22:41:24'),
(151, 1, 0, 'Frontcontroller::init - Cart cannot be loaded or an order has already been placed using this cart', 'Cart', 12688, 0, '2017-08-30 22:42:16', '2017-08-30 22:42:16'),
(152, 1, 0, 'Conexão com a Área de Administração de 187.10.230.179', '', 0, 1, '2017-08-31 07:42:48', '2017-08-31 07:42:48'),
(153, 1, 0, 'Conexão com a Área de Administração de 187.10.230.179', '', 0, 1, '2017-08-31 07:48:54', '2017-08-31 07:48:54'),
(154, 1, 0, 'Conexão com a Área de Administração de 187.10.230.179', '', 0, 1, '2017-08-31 09:23:22', '2017-08-31 09:23:22'),
(155, 1, 0, 'Conexão com a Área de Administração de 187.10.230.179', '', 0, 1, '2017-08-31 09:26:09', '2017-08-31 09:26:09'),
(156, 1, 0, 'Conexão com a Área de Administração de 187.10.230.179', '', 0, 1, '2017-08-31 09:59:00', '2017-08-31 09:59:00'),
(157, 1, 0, 'Conexão com a Área de Administração de 187.10.230.179', '', 0, 1, '2017-08-31 10:00:35', '2017-08-31 10:00:35'),
(158, 1, 0, 'Conexão com a Área de Administração de 189.120.194.2', '', 0, 1, '2017-08-31 10:35:53', '2017-08-31 10:35:53'),
(159, 1, 0, 'Conexão com a Área de Administração de 187.10.230.179', '', 0, 1, '2017-08-31 12:22:12', '2017-08-31 12:22:12');

[Scully]

We don't know the IP numbers, it would be up to you to check. At least there are different IP numbers. But what I meant was to check the webservers error logfile, not the one from prestashop.

[sanbikes]

I just sent a message to my hosting support, I'm not sure if I'm sure, will Server Firewall be able to block backoffice url activity?

   I'm waiting for their response

[sanbikes]

About the error log on the server, it is empty

[Scully]

I've never seen an empty error log. Sure you're on the right one?

 

Maybe better get your hosting company involved - I have doubts we can fix it with forum help.

[sanbikes]

[sanbikes]

I received a warning from the host, that my server will go through maintenance due to some detected faults today, I hope this solves my problem.

[Scully]

To be honest - I cannot imagine any server fault which would lead a backoffice user redirected to a product page or error message. Hopfully it's fixed then but I wouln't understand why.

Edited September 1, 2017 by Scully (see edit history)

[sanbikes]

Today a customer complained that he could not finish the purchase, when he logs in and tries to finish, this error appears.

 

 

 

I did a test client registration, there really is some problem.

 

 

[selectshop.at]

Seems your server is inconsistent due to some misconfiguration or hardware problems. You should revert to your provider.

[sanbikes]

I think something happens on the server as well.

They do not admit it, but I got this message advising that they will do a maintenance.

 

 

 

 

Dear customer,

As part of our commitment to transparency and our responsibility to provide quality webhosting services we would like to inform you that the server where you currently host your account will be serviced due to some of the faults detected today.

We ask that you take the time to read this email for clarification and details of the procedure.


We will perform the procedure on the date and time that follows:


- Date and time:
September 31, 2017 at 10:00 p.m., and may extend until October 1, 2017 at 06:00 p.m. (Brasília Time)

- Type of maintenance:
Exchange network card, and cabling.

- Estimated downtime:
In order for the network card to be changed, the server will be shut down for an estimated 40 minutes.

[selectshop.at]

Some years ago I had exact the same behavior on one of my servers. Mod rewrite stopped to work correctly than the same error message you added on second screen when someone wants to buy. For me it was the HD crashed.

Perhaps they also changed some settings on server, which can have the same impact. Your provider should better know what he did, or not have done. If nothing changed, so it's surely broken hardware.

[Scully]

Sept 31 ???

 

I would take the very old fashion way:

Grab my phone and call the hosting company to get  a status.

 

All other is speculation. I personally do not believe it's a hardware error but I would rule out this question in any way.

Good luck. I'm out here.

[selectshop.at]

 I personally do not believe it's a hardware error but I would rule out this question in any way.

 

In my case I learned: Also raid systems are not infallibly... several clusters on some harddisks were broken at same time... I usually say, nothing is impossible.

[sanbikes]

They just respond like this:
"Hello Mr. Carlos,

As informed by our previous attendant there was no modification next to the server recently, yesterday only had the exchange of the network card as maintenance but this has no relation to the reported difficulty, we ask you to check with your developer to the questions of the plugins and scripts you are using in your store. We're sorry we can not help with development issues as it goes beyond the scope of our service.

Best regards"

 

I'm thinking of sending the test store to my brother's server so we can clear the question regarding server configuration

[selectshop.at]

After such answer I will take into consideration to move your shop to a self managed VPS (which is nearly the same as dedicated server, but on a network of several servers - in a cloud - with the surplus of a cloud -> balance load.)

 

They did nothing, but changed only a card. The shop was working before that without problems, or not ?

[sanbikes]

The store was working normally, and I had not updated or tampered with any modules.
   What intrigues me is that the other store (test) was also affected with the same problem

[selectshop.at]

Well, they did nothing... only changed a card. And yes, if this card was not installed before, than at least a driver will be installed... only if they changed the same card to same one, than nothing happens.

[sanbikes]

By FTP I'm giving a checked in folders and I noticed this in the cache folder

 

[selectshop.at]

In the folder /cache you will find only these subfolders and files:

 

 

[sanbikes]

You're right.
I think it was a false alarm.

My host insists they have not done anything that might have affected my store.

  Right now I'm having doubled work, I'm migrating the test store to another server to get this doubt in fact. If I'm right I want to see their excuses.
  My business is totally stopped, I live exclusively on it.

[sanbikes]

The problem has not yet been resolved, but I ran a test, put a clone from my store on my brother's server. It took a while but I was able to connect to the server.
  This demonstrates that the server configuration may be yes.

[sanbikes]

Talking better with my host he says that some module is interfering, maybe module cache manager