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Ronald Aoki
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May 12, 2016 at 4:16 pm
Hello,
When trying to access the backend of our WordPress site into EE3 via iPhone we get the following message, “Safari cannot open the page because the network connection was lost.”
Please advise on what could be the problem (if this is a hosting issue, a WP issue or an EE3 issue).
This backend access issue sometimes times-out via computer as well forcing us to reload the page or to click on “Try again.”
This never happened before.
The WordPress site itself, its plugins and EE3 are all up to date.
Please advise.
Thank you.
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Tony
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May 13, 2016 at 3:39 am
Hi Ronald,
It sounds like an issue with the server.
If the page sometimes times out, but then you can refresh and the page loads it generally means the server is timing out during the request (likely due to being under load)
Are you using a shared server?
Does it happen within any other sections of WordPress or just within the Events section?
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Ronald Aoki
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May 13, 2016 at 11:38 pm
Hi, Tony:
Yes, we are on a shared server.
It happens when updating a page, updating a payment status, updating pretty much anything. Even when sending out a confirmation email, the server times out and then upon clicking “Try again,” the site ends up sending out two confirmation emails.
The funny thing is, I can access the backend of the WP site via my Android via Chrome, but I can no longer do the same via my iPhone via Safari. It will simply not load.
Please advise.
Thank you.
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Josh
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May 16, 2016 at 8:56 am
Do you have cookies enabled in the Safari Settings? Is the iPhone connected to the internet over wifi or a cellular network?
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Ronald Aoki
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May 18, 2016 at 10:35 pm
My iPhone Cookies’ setting is currently set to “Allow from Websites I Visit.”
Logging into the backend of WP is not working via both wifi and/or cellular network.
The site displays and functions just fine via iPhone as well as the backend login page, however, the screen goes blank when trying to actually log in to the backend. That’s the issue that we are facing.
Please advise.
Thank you.
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Josh
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May 19, 2016 at 6:57 am
I can advise trying to log in with the iPhone with all other plugins temporarily deactivated and WordPress set to the default WordPress theme. If it then allows you to log in with your iPhone, you can one by one reactivate the other plugins to find the cause of the problem.
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Ronald Aoki
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May 22, 2016 at 2:03 am
Thank you, Josh. I tried your suggestion but still no luck.
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Tony
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May 23, 2016 at 4:37 am
So with all Plugins disabled (including EE) did you try logging into the site via iPhone (or even desktop)?
If so what happened?
If it’s exactly the same result then it sounds like there is an issue with your host.
Can yo check the servers error logs and see if it shows any fatal errors?
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Ronald Aoki
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May 23, 2016 at 4:59 pm
I did not disable all of the EE3 plugins as well. Will try again.
So I will be basically deactivating all plugins thus shutting down the site for a few minutes, yes?
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Tony
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May 24, 2016 at 6:41 am
Before doing anything, make a site backup, just to be safe.
Ignoring the logging in issue with iPhone for a little.
You mentioned that both the WP Admin and EE timeout when you log into the site on desktop correct?
So as it is now (with all the plugins as they are) when you log into the site and go to /wp-admin/ does the page time out or does it work?
If you update a standard WP page (within Dashbaord -> Pages), it doesn’t matter what you actually change, just update a page.
Does it work or timeout?
If its timing out when just updating pages and navigating the admin then de-activate your plugins and retest just updating a page…. does it timeout?
If yes, its likely an issue with your host.
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Ronald Aoki
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May 25, 2016 at 2:34 am
Will do a back up.
Yes, it times out via desktop as well.
/wp/admin works upon logging in, yet it will timeout intermittently. Sometimes changes will update and save with no issues and other times it will timeout and I will have to press Try Again > Resend. This is very frustrating because this never happened before.
Again, sometimes standard WP pages will update, sometimes it will timeout.
Will give that test a try via desktop.
I believe you may be right.
Will reply shortly with test results.
Thanks again.
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Tony
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May 25, 2016 at 5:08 am
Something to note.
IF this is an issue with the server (maybe running out of memory?) then disabling specific plugins may seem to fix the problem, but only because it will reduce the amount of memory your site is using slightly.
Same with database queries, you may disable EE to find that it stops happening but that again may simple be because either the MySQL server is under heavy load and can not keep up…. but with EE it can (just).
So random intermittent timeouts like it appears you are running into would suggest to me it’s a server issue. The easiest way to check that is to copy the site to another server and test there, you can use the duplicator plugin to do this quickly and easily however you may be comfortable with another or maybe even working through the issue with your host, its up to you 🙂
Please do let us know what you find with you testing.
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