My site is down

JennyFischer

Good day, can someone help get my site back online? I want to do a backup and move my site to reliable hosting.

apena

Hello there, it looks like your site has a compatibility issue. Have you made any changes to your site as of recently?

JennyFischer

apena Good day, not at all, I didn't make any changes.

Lilla

JennyFischer Hey there, I hope you're doing well today! 🙂

I've taken a look and the site appears to be working for me. On testing, it does appear to be online at all locations - so I believe that whatever issue was responsible should now be resolved. I've taken a look into your settings and everything seems correct.

There were some changes made on an infrastructure-level yesterday, which could have impacted some of the sites on our hosting. This shouldn't have lasted more than a couple of minutes, if it did have an impact, but it's possible that the error was cached and this needed to be cleared. I'm very sorry for any inconvenience that this must've caused you.

Is everything working on your end now? 🙂

-Lilla

JennyFischer

Lilla Thank you Lila, but till this minute my site is not available. Please, help me get my site back online so I can move my site from Ezoic Hosting.

Lilla

JennyFischer Ah, I'm sorry to hear that - it did seem to be working when I checked previously, but it's having issues again now. I will check in with our infrastructure team to see if there's anything that's happening on our end.

I'll let you know once I have an update from them. 🙂

-Lilla

Lilla

It looks like the issue is coming from OP Cache, as we're seeing the following error log:

Thu Jul 13 14:00:54 2023 (20410): Fatal Error opcache.file_cache_only is set without a proper setting of opcache.file_cache

I've done a bit of research into this and want to explain what the two flagged settings are referring to:

opcache.file_cache_only: This setting is like a switch. When you turn it on (set to 1), PHP will only use files to store OPcache data. But when it's off (set to 0), PHP can use another faster method which is to store the data in memory (RAM).

opcache.file_cache: When the switch above is on, PHP needs to know where to store those files. This setting tells PHP which folder to use for storing these files.

Your error is saying you've turned the switch on, but you haven't told PHP where to put the files. You can fix it by either turning the switch off, or by specifying a folder where PHP can store the files.

I haven't ever done this myself, but my understanding is that the steps below should help you get this working again. I would strongly recommend backing up your files before acting on any of these steps.

Access your files using an SFTP client (such as Filezilla) and the SFTP details located within the Ezoic dashboard, under Settings > Hosting > Manage Credentials.
Locate the php.ini file. The location of this file can vary, but common locations are /etc/php/[version]/cli/php.ini or /etc/php.ini.
If you want to keep "opcache.file_cache_only" enabled, then you will need to modify the "opcache.file_cache" setting to match below (where "/directory/path" is the directory you want to save your files):

opcache.file_cache=/directory/path

If you don't want to have "opcache.file_cache_only" enabled, you need to modify the "opcache.file_cache_only" setting to match the below:

opcache.file_cache_only=0

Save the file.

This should resolve the issue that you're experiencing, though it may take a few minutes for the change to be detected. Let me know once you've done so and I can confirm this for you. 🙂

-Lilla

JennyFischer

Lilla Thank you for your time, will try it and feed you back.

JennyFischer

This is what I got when trying to log in to my FTP through Filezila. Error:
Cannot establish FTP connection to an SFTP server. Please select proper protocol.
Error: Critical error: Could not connect to server

Lilla

JennyFischer Make sure you preface the "Host" field with "sftp://" (without the quotation marks). That should solve the issue you're seeing there. 🙂

-Lilla

JennyFischer

Lilla This is what I got even though everything is correct. :
Connection attempt failed with "EAI_NONAME - Neither nodename nor servname provided, or not known".

JennyFischer

Lilla Please, what is the way out? Ezoic hosting has done a lot of harm to my sites already, this can't continue cause it's affecting my sites already.

Lilla

JennyFischer As mentioned, this issue is not being caused by Ezoic hosting - it is being caused by OP Cache. As part of our free hosting agreement, we do expect publishers to be able to manage their files and plug-ins themselves, as we have very limited support available.

Which part of the process above are you currently at and receiving that error message? I can do my best to assist with this, though as mentioned - I'm not overly familiar with this specific plug-in.

-Lilla

JennyFischer

Lilla I understand, if I had my site's recent backup I wouldn't have contacted support in the first place. Where I am at is trying to log in to my SFTP using FileZilla, but not connecting.

Lilla

JennyFischer When logging in with FileZilla, you'll need to make sure that you are prefacing the host with sftp:// - so that it's sftp://sftp.wphosting.ezoic.com (the same for all sites). You'll need to also make sure that the username, password and port number are all correct; exactly matching those provided and in the correct field. It does seem to be allowing me to connect, so I don't think there's an issue with these credentials.

If that's not working, it may be worth uninstalling and reinstalling FileZilla.

-Lilla

JennyFischer

Lilla Thank you, I can log in now and the homepage is working, the only problem is I can't access my WordPress dashboard.

MichaelH

JennyFischer Now that you can log in to Filezilla could you please disable your plugins following the instructions here

JennyFischer

MichaelH I should disable plugins from FTP?

JennyFischer

MichaelH I can only delete plugins from there not disable, the option is not there.

JennyFischer

MichaelH Did you send me this link so I can watch the video not because it will help? If i have access to my WordPress dashboard, i won't be wasting my time here.

MichaelH

Do you have the ability to rename the plugin? If so, you should be able to add "deactivate" to the name.