Forum Replies Created
-
AuthorPosts
-
This reply has been marked as private.This reply has been marked as private.This reply has been marked as private.
NOTE The 502 Issue still exists for WP Engine customers using the Enfold Theme by Kriesi.at.
One of your customers has reported on the Kriesi ticket they are leaving WP Engine. I have 20+ installs on WP Engine and can’t afford that effort. I’ve found this 502 issue to be occurring on sites with the largest databases. I’m stuck – and have put in a lot of hours to find a solution.
This ticket https://kriesi.at/support/topic/enfold-4-3-upgrade-fail-on-one-install/page/2/#post-967952 which is directly related to WP Engine ticket 1108929
Yigit is Level 3 Support at Kriesi.at for Enfold theme.
Forrest W and Brian F are Level 2 at WP Engine
Please lets resolve this for ALL WP Engine customers – as it would make the web world a happier place.MBARI-WP and dylanjharris are you still experiencing the 502 situation when trying to upgrade Enfold as well? Four of my twenty installs won’t upgrade. Yigit has not responded for a week now since he confirmed the 502 after logging onto our largest site.
Yigit?????
*** Message for Yigit ***
Status please.This reply has been marked as private.Yigit – credentials for you in private. Thanks again.
Yigit – One last question please. Why won’t this upgrade work on PHP 5.6 then? I just tried it and got a 502 even with fresh Enfold copy and deleted the advanced-cache.php as well. I didn’t find object-cache.php but did refresh it with WP Engine utility. Why do some sites upgrade nicely on PHP 5.6 and yet the test site only on PHP7? Please advise and thanks.
Nicely done, Yigit ! The site is up and running. Now teach us. What did you do to delete the cache files inside wp-content… Which files? I need to do this for other sites.
Also – are any of these steps still necessary?
Thank YOU!
Yigit –
After updating on the test site with PHP7 after successful update – I get a 502. (See Private)
WP Engine would like to work with the Enfold team because two more companies as shown on this ticket.We ALL need help. This is happening on my larger sites where 4 of my 20 sites won’t upgrade since APRIL 25th.
Basilis was going to reach out to WP Engine… see prior messages.*** Message for Basilis ***
WP Engine attempt to update our production site last night, below. I’ve asked WP Engine to collaborate with you to resolve this for all of us.Forrest W Yesterday at 07:22 / L3 Support WP Engine
Thanks for your reply here. I understand the next step is to perform the tests mentioned by Brian between the hours of 9pm tonight and 5am Central time. I’ll work with our overnight team to ensure this testing is performed, and that everything is returned to normal once complete.
———–
Tom K Today at 01:26 / Senior L2 Support / WP EngineThank you for your continued patience here while we test things further. At this time it seems that there is still an issue with updating the enfold theme at this time. Before any testing was preformed, we created a backup of the site. From there, we purged the transients on your production site, disabled Object Cache and we were able to successfully update the theme. From this, we started to experience a 502 error on the frontend of the site after the theme was updated to version 4.4. We have since reverted the theme back to version 4.2.6 and the site is no longer presenting with a 502 error.
——-Julie Duran Today at 04:07
Forest,
Per Tom K our wels production site Enfold Theme upgrade was not successful. Basilis, an Enfold high level support rep was supposedly in contact with L3 WP Engine support. I’m wondering if you have heard from him to collaborate on a possible solution.
Thanks for efforts thus far from you and your team.- This reply was modified 6 years, 1 month ago by welswebmaster. Reason: Contact info for WP Engine Level 3 Support
Enfold team – Basilis
NOTE: With WP Engine’s info below, Brasilis perhaps you have more info on the TXT file they provided the link for?Here’s what WP Engine found last night (now a Level 3 support)
WP Engine / Level 2 / Matthew C / Yesterday at 16:20
I’ve been reading over the ticket notes and testing on my end. I think it would be best if we escalate this issue to one of our higher level support techs.
I have gone through and summarized all of the notes here for them regarding where and when we can test on the site, and things we have already tried to give them a starting point.
Please let us know if you receive any more information. We will be in contact with you when we have more on our end!
WP Engine / Level 3 / Brian F / Yesterday at 21:25
Thanks for your patience as we took a deeper look into this.
I believe we’ve made some progress and I have some additional information to share with you. Firstly I believe the underlying cause of the problem is related to an interaction between the database, and the enfold theme.One other thing I noticed is that when running several wp-cli commands from the staging area, a number of errors were returned which can be seen in this .txt file:
https://wpengine.zendesk.com/attachments/token/DP29ygWQyAD9UOovXsqVHLOL2/?name=output.txt
Although I don’t know for sure if these errors are related to the problem, I think that your development team would definitely want to be aware considering there is a fatal error related to the theme near the bottom of the list.Another thing I found was that after I purged the transients out of the wels staging site database, I was able to successfully activate the enfold child theme without issues, so doing the same thing on the live database might help, please let us know if we have your permission to test that.
If it does turn out that purging the transients resolves this issue, it could suggest that the enfold theme or the associated child theme could have problems related to transients that should be looked into to avoid similar issues down the road. Please let us know what you think.
—– end
With that said, Brasilis perhaps you have more info on the TXT file they provided the link for?
Thanks Basilis for moving forward on our behalf. Just an FYI – that the last WP Engine suggestion to turn off Object Cache prior to the theme update had the same FAIL results. So cross that one off the list too.
Awaiting your solution!
WP Engine Julio D responded to your engineer’s suggestion MBARI-WP after checking my site’s log’s for the same kill script issue….
Julio D (WP Engine Support)
May 21, 2:43 PM CDTThanks for the update. I checked the logs for anything being killed by the long process kills script. I’m seeing a few
/wp-json/posts?type= requests being killed there. Nothing directly with Enfold from the look of it though. I don’t believe the kill script is causing a problem in this case. We could test this by disabling this function on your server. I would first want to test disabling Object cache first since turning off the kill script can cause other problems with the server load. We’d want to monitor the site when the script is off incase we need to enable it again quickly.Let us know when it would be ok to disable Object Cache and we’ll start there.
I’m getting further with WP Engine / Michael …. I plan to try out his suggestion early AM tomorrow.
———
Michael G (WP Engine Level 2 Support)
May 21, 9:02 AM CDTThanks for the clarification. After further review, this looks like this may be tied to object caching. I found a couple of conflicts known to cause timeouts (502) while investigating the site.
The first is the Autoloaded data within the database. Generally, you want this below 800K bytes, and really the lower the better. Your site wels is currently using 868,445 which is 68,445. This is known to cause time outs as Object cache is retrieve, or new items are entered into it. This is the current Autoloaded data:
295323 ws_menu_editor_pro
112152 wp_installer_settings
64376 widget_enhancedtextwidget
63770 rewrite_rules
28200 _ubermenu_menu_item_styles
21742 bwp_minify_detector_log
19252 wp_user_roles
14406 cron
13618 monsterinsights_report_data_overview
12726 wp-mega-menu-settings
12328 avia_options_enfold_child
12236 wysija
11867 wpcf-custom-types
10204 wp-mega-menu-styles
8800 teccc_options
8105 avia_options_enfold
7057 theme_mods_enfold-child
6723 sidebars_widgets
6695 wpseo_titles
6209 otgs_active_components
The second conflict I was able to find was with the plugin the-events-calendar. This plugin uses the function wp_cache_add_non_persistent_groups, which is also known to conflict with object caching. What I’d like to try on wels is toggling off object caching, then have you processes the update once again to see if it completes. If it does, we can leave it disabled to give you some time to optimize the database. This article talks more about database operations: https://wpengine.com/support/database-optimization-best-practices/
If that sounds good to you, definitely let us know, and I can get that disabled for you!
———–
NOTE to MBari-WP – I reached out to conlin last week via email without response.Logs attached.
Still suffering through this upgrade. WP Engine disables the kill script for our main (and largest) site and when pressing the theme update button, the site resources churn and drag to a halt causing 502 error again. They suggest me trying this yet again in the middle of the night. I did notice that the Google Map API was one process hanging. I’m considering to remove the key prior to update. I’ll try anything at this point. Many many hours without light at the end of the tunnel. Your input would be appreciated.
Ismael,
No I did not. What is required of me to make a change on those two files?Also – I learned last night that for WP Engine sites using Enfold (if large sites – that explains the 3 remaining sites I have that won’t upgrade nicely) that WP Engine needs to…
/ WP Engine – Danh Nguyen
After disabling then re-enabling the kill script on the server, the theme is no longer producing the 502 error (at least for activating and updating it).I’m about to test the above out on the production site but would like to know more about what you are saying about the template-builder.php and the helper-main-menu.php file is inside the child theme.
Enfold team, I really need some direction on what to try next. Sounds like MBARI-WP could benefit as well.
I’m able to get the frontend to display of my test site when I delete the child theme, but not the backend admin dashboard which causes 502 errors.
- This reply was modified 6 years, 1 month ago by welswebmaster.
MBARI-WP I followed your steps which result in the blank white screen. Its an Enfold related issue obviously. I have 20+ installs. 3 of them won’t upgrade. They are the 3 largest installs.
MBARI-WP Thanks. I’ll give that a try today on a copy of the site and report back here. Stay tuned.
Victoria – Not looking good on the PHP7 testwels.wpengine.com. I just updated to 4.3.2 and got the error “502
The page request was canceled because it took too long to complete”. I’ve reverted. Credentials ABOVE should you like to try.Next…
I’ve tried the update again on our staging site with PHP 5.6 without success. (see private)No closing php descriptor present on the child theme functions.php
I’m still experiencing a 502 issue when Enfold is updates and activated that needs to be resolved. The only way out is to rename the Enfold folders via sftp and switch to a different theme. CREDENTIALS BELOW. Please help.
- This reply was modified 6 years, 1 month ago by welswebmaster. Reason: added 4.3.2 version
Hi Victoria,
YES, I NEED HELP. I’ve spent about a week on this 40+ hours.
Here are answers to your questions.
1. WP Engine.
2. See private data sent to you in my earlier response.
Other WP Engine platform settings: https://wpengine.com/support/platform-settings/Log errors: http://testwels.wpengine.com/wp-content/uploads/testwels_logs.txt (hosted on WPengine)
- This reply was modified 6 years, 1 month ago by welswebmaster.
Another note. I tried the update again using only the parent theme (with child theme deactivated to eliminate possible functions.php issues) and still resulted in 502 after successful upgrade.
Additionally, I tried a manual update SFTPing Enfold parent theme files. Same results. Tried activating JUST parent theme (same result of 502) and then also the child theme (same result).
I’m out of ideas!- This reply was modified 6 years, 1 month ago by welswebmaster. Reason: Additional info
An update…
All 5 steps you’ve recommended above were taken and still I get a 502. My guess is that something in my functions.php Child Theme is causing the issue. I’ve reverted to state prior to pressing the Theme Update button. Credentials and test site URL are in private content.**** IMPORTANT **** I have only a limited time to use this PHP 7 Install. So your expedient response is appreciated. I’m on borrowed time ;-)
I’m posting an update for the benefit of those waiting to hear how this turns out…
I’ve tried the following and NONE made any difference – still 502 errors on 3 of our installs. The rest are doing well.
1) Disabled plugins
3) Replaced header.php
4) Renamed .htaccess and updated permalinks
5) Defined higher memory limitRE: #2 – I’m running a PHP Compatibility Plugin to test how all our plugins would do if we moved all of our 18 installs to a PHPv7server. I’ll let you know how that turns out next. Lots of time spent on this….
Thanks, Guenter. I’ll give it a try and report back.
Rikard said “As far as I know it’s not possible “. I responded “Could you give this to others to respond as well?”. Yes, Jordan, I’m looking for an additional response on this topic from another support tech with multi-site experience using Enfold.
-
AuthorPosts