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504 Gateway Time-out when loading certain pages

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  • March 11, 2019 at 4:54 pm #112345

    intelokhadengriffiths
    Participant

    When loading certain pages (e.g. product pages, about us) the website is unable to load and produces a 504 Gateway Time-out error.

    Other pages still load correctly, e.g. home page, contact us page.

    These pages were created by the ‘Base import’ tool and are largely unchanged.

    When the WoodMart theme is disabled, the pages load correctly.

    I believe there is a WoodMart specific element on the pages causing the pages to timeout, however i have not been able to identify what it is specifically.

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    March 11, 2019 at 5:11 pm #112351

    Artem Temos
    Keymaster

    Hi,

    500 Internal Error says about some issue on the server and can be caused by different things. Anyway, to understand its nature you need to see your server error logs or enable PHP error display on the website. If you can’t do this, you need to contact your hosting provider for help in this question. Here is an article that may help you understand the error better http://www.wpbeginner.com/wp-tutorials/how-to-fix-the-internal-server-error-in-wordpress/

    Regards

    March 11, 2019 at 11:30 pm #112399

    intelokhadengriffiths
    Participant

    Hi Artem,

    I have checked the error logs, this is what is being logged when the 504 error occurs: (see private area).

    Thanks.

    March 12, 2019 at 7:14 am #112422

    Artem Temos
    Keymaster

    Hello,

    Could you please disable all plugins that are not related to our theme and provide us your admin access so we can check it? Also, please check how it works with some default WordPress theme like twentysixteen.

    Regards

    March 12, 2019 at 11:04 am #112487

    intelokhadengriffiths
    Participant

    Hi Artem,

    I have disabled all plugins not related to WoodMart and the issue persists.
    I tested the site running the twentynineteen theme and the pages load correctly.

    Please find credentials below.

    Thanks.

    March 12, 2019 at 2:37 pm #112532

    Artem Temos
    Keymaster

    Please, send your FTP access as well.

    March 12, 2019 at 2:53 pm #112537

    intelokhadengriffiths
    Participant

    See below:

    March 12, 2019 at 3:46 pm #112550

    Artem Temos
    Keymaster

    We have fixed the issue and the fix will be included in our next theme update as well.

    March 12, 2019 at 3:48 pm #112551

    intelokhadengriffiths
    Participant

    Thank you Artem!

    Fantastic support service.

    March 12, 2019 at 3:53 pm #112553

    Artem Temos
    Keymaster

    Great, you are welcome!

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