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Promotions Plugin is Crashing our site

Posted: July 22, 2020 at 5:11 pm


Jeffrey

July 22, 2020 at 5:11 pm

The promotions plugin is crashing our website, https://ceyou.org/, and GoDaddy has attributed this to a problem with EE and that therefore EE must be reinstalled. Of course, we don’t want to do this without your guidance since we don’t want to lose all our data.

We also installed Event Espresso – Importer and its also not working.

Can you help us with this?

Thanks,
MD


Tony

  • Support Staff

July 23, 2020 at 3:29 am

Hi MD,

May I ask why GoDaddy believe the issue is with the promotions add-on?

What error is being thrown on the site when it crashes?

Re-installing Event Espresso (and/or the promotions add-on) is relatively straight forward as all of your data is saved within the database, not the files themselves. However, without knowing what is actually happening on the site we don’t know what the error is and so it may be a waste of time reinstalling.

Can you post whatever error is being thrown on the site here?


Jeffrey

July 23, 2020 at 1:28 pm

I sent the error reports to you privately. Did you get them?

THanks,
MD


Tony

  • Support Staff

July 24, 2020 at 4:34 am

I just checked and no, we’ve not has any reports.

Which email address did you send them to?


Jeffrey

July 24, 2020 at 10:48 am

This reply has been marked as private.


Jeffrey

July 26, 2020 at 12:54 pm

I’m just following up on this.

Thanks, MD


Tony

  • Support Staff

July 27, 2020 at 8:18 am

Ok, so there’s no mention of the promotions add-on in the errors given. This is the error:

[29-Jun-2020 23:10:49 UTC] PHP Fatal error: Class '' not found in /event-espresso-core-reg/core/libraries/plugin_api/EE_Register_Model_Extensions.lib.php on line 104

Which in English says ‘Class {nothing} could not be found’

Now, obviously {nothing} should be {something} there as you can not load {nothing} but unless someone has altered the promotions add-on there’s something more going on here and simply reinstalling Event Espresso may not help.

I’m guessing the promotions add-on has been de-activated on your site and the errors stopped then?

SO right now the promotions add-on is installed but not activated? Meaning if you go to Dashboard -> Plugins you can see the promotions add-on but it’s not ‘active’ and shows a link to activate it (note – do not activate it if that’s the case)

We also installed Event Espresso – Importer and its also not working.

What happens with the Importer?

I’m just following up on this.

Just to note, whilst you are free to ‘bump‘ your threads if you wish, we view threads based on the last reply date so doing so will generally have the opposite effect than intended as it puts your thread to the back of our support queue.


Jeffrey

July 27, 2020 at 4:49 pm

I’m guessing the promotions add-on has been de-activated on your site and the errors stopped then?

Yes, the errors stopped when Promotions was deactivated, and it is currently deactivated.

What happens with the Importer?

We get the first step
https://monosnap.com/direct/Jx4NX0rdNjCmDrZaQjHzwLH6Ft045u
but then we get this
https://monosnap.com/direct/hVM8oYGlT3OUowPsUpMTOiw9aG9Ema

Thank you in advance.

Yours,
MD


Tony

  • Support Staff

July 28, 2020 at 7:21 am

Hmm, ok. There’s something strange going on when accessing files on your server.

May I ask, how did you initially install the add-ons? Was it via the Plugins menu or FTP?

The error with the importer may not be related, we’d need the full error from the logs to see what was happening there. Before going further do you mind if I take a look over the site? I can’t say I can fix it as I don’t know what is happening but I’d like to add some debug code to see if it is something we can prevent.

If that’s ok I’ll need all of the details requested here:

https://eventespresso.com/send-login-details/

(Note FTP details are required as we don’t add any code without them)


Jeffrey

July 29, 2020 at 4:17 pm

OK, I sent you the FTP through your form.

Thanks,
MD


Jeffrey

July 29, 2020 at 4:18 pm

May I ask, how did you initially install the add-ons? Was it via the Plugins menu or FTP?

It was via plugins menu.


Tony

  • Support Staff

July 30, 2020 at 8:45 am

This reply has been marked as private.


Jeffrey

July 31, 2020 at 2:39 pm

We are hosted by GoDaddy, but, in their words, “We do not manage the hosting for you.”

We have not conducted any scan recently. GoDaddy claims that all those error logs are being triggered by content on our website.

They said this:

“All those error logs are are reporting on the activity of your content. If there is any sort of ‘error’ like an actual error or a break in code or something, they’ll be in those logs”

I just updated a plugin that was giving an error in the WP interface whenever we tried to update it. It turns out we didn’t have the license key filled out. I put in the license key, and now that’s updated without an error. Do you think that might have been the cause of the errors?

We just need to know our next steps.

Thanks,
MD


Tony

  • Support Staff

August 3, 2020 at 4:15 am

We are hosted by GoDaddy, but, in their words, “We do not manage the hosting for you.”

So I’m guessing you running on a VPS or similar and manage the server yourself?

We have not conducted any scan recently. GoDaddy claims that all those error logs are being triggered by content on our website.

They said this:

“All those error logs are are reporting on the activity of your content. If there is any sort of ‘error’ like an actual error or a break in code or something, they’ll be in those logs”

Whilst this is correct, it doesn’t mean that every single error should create a separate error log in every single directory of the site. The errors should be stored in a location you can view them, not spread across the entire site.

I highly recommend setting an error_log path so that all errors are stored in a single file, you can check if thats has been set using <?php phpinfo(); ?> in a file and view the output.

I just updated a plugin that was giving an error in the WP interface whenever we tried to update it. It turns out we didn’t have the license key filled out. I put in the license key, and now that’s updated without an error. Do you think that might have been the cause of the errors?

No, the error is from those error_log files, they aren’t expected to be there and so when EE loads the files from a directory it crashes.

I’ve applied a patch to the version of EE your site is running to force it to only load .PHP files when dynamically loading classes. Enabling the promotions add-on worked for me but I’ve since de-activated it again, can you enable it and confirm it works on your end?

Also, test the importer and confirm if that now works correctly.


Jeffrey

August 3, 2020 at 8:35 am

So I’m guessing you running on a VPS or similar and manage the server yourself?

We do call on GoDaddy to manage anything involved with the server, but it’s not part of our subscription. We hire them to manage it on case by case basis.

I’ve applied a patch to the version of EE your site is running to force it to only load .PHP files when dynamically loading classes. Enabling the promotions add-on worked for me but I’ve since de-activated it again, can you enable it and confirm it works on your end?

So far it hasn’t crashed after activating it, but I recall that it took some time before it actually killed the site.

Will that patch remain in place whenever we update EE?

Also, test the importer and confirm if that now works correctly.

OK, we’ll get back to you with those results.


Tony

  • Support Staff

August 3, 2020 at 8:48 am

So far it hasn’t crashed after activating it, but I recall that it took some time before it actually killed the site.

I’m fairly certain it would instantly crash the site as all of those error_log files still remain where they are, the ‘time before it killed the site’ was likely because those files simply didn’t exist so EE wasn’t trying to load them.

Will that patch remain in place whenever we update EE?

No, but I’ve created a ticket to add something similar to core.

OK, we’ll get back to you with those results.

It is likely the issue with the importer was related as pretty much anywhere EE would have loaded classes from uses the same function to do so, so any error_log randomly found would have caused this.

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