Urgent: 520 Errors and Inaccessible Site on Ezoic Hosting

marcosmariano7

Dear Ezoic Support Team,

I hope this message finds you well. I am writing to bring a critical issue to your attention regarding my website hosted on Ezoic. Over the past few hours, I have been encountering consistent 520 errors on all of my pages, rendering the site entirely inaccessible.

Moreover, my attempts to resolve the issue by restoring a backup using ManageWP have been futile, as the site's current state prevents me from accessing any of its functionalities, including the restoration process.

Given the urgency and impact of this situation on my website's performance and user experience, I kindly request your immediate assistance in diagnosing and rectifying the 520 errors. I understand that technical glitches can occur, but the inaccessibility of my site is adversely affecting my online presence and business operations.

Please provide guidance on the steps I should take to resolve this issue, or if there are any actions on your end that can help restore normal functionality to my website. Your prompt attention to this matter is greatly appreciated.

If there are any additional details or information you require from my end to expedite the resolution process, please do not hesitate to ask. I value your support and expertise and look forward to a swift resolution of this problem.

Thank you for your understanding and assistance.

Best regards,

Marcos Mariano
https://www.pousadanerd.com/
contato@pousadanerd.com

Lilla

marcosmariano7 If you have a back-up of your site downloaded (which we recommend doing frequently), you should be able to upload it via SFTP. You can find your SFTP credentials inside the Ezoic dashboard, under Settings > Hosting > Manage Credentials. This would likely be the easiest way of resolving the issue.

Alternatively, there are a few troubleshooting steps that you can try - such as disabling all of your plug-ins or resetting your theme to a default one. This article will guide you through how to do those two steps: https://support.ezoic.com/kb/article/how-to-fix-hosting-migration-errors

marcosmariano7

a few seconds ago

Pousada Nerd (pousadanerd.com)
Request not successful 500 Internal Server Error: Erro ao estabelecer uma conex\u00e3o com o banco de dados<\/h1>","data":{"status":500},"additional_errors":[]}, on your website, please make sure that it is accessible. If this problem persists, contact us.

Restore Failed
5 minutes ago

Failed restoring site https://www.pousadanerd.com/. error: The server at https://www.pousadanerd.com/wp-load.php?execute_php_code responded with a "500 Internal Server Error". If retrying doesn't help, please contact our support.

marcosmariano7

Lilla

I've found that the error started today caused by a plugin. Ezoic hosting keeps any image of the website for backup?

I've tried via SFTP using managewp but didn't have success restauring the site.

I remember reading somewhere that Ezoic Hosting could restore a website backup at request.

Thanks for the attention

JeanPierre

marcosmariano7 Ezoic no longer runs the backup service, as we expect all publishers to back up their sites on their side. Removing the plugin that is causing the error should allow your content to start showing again. Have you removed this plugin?

marcosmariano7

JeanPierre I'll try to restore via SFTP using a YouTube tutorial. I have my backup buy I lost connection with everything on the site, that's why I can't remove the plugin or restore the backup via ManageWP. I make backups every 12h.

JeanPierre

marcosmariano7 SFTP should still be accessible, so you should be able to restore the backup from there.

marcosmariano7

JeanPierre the ManageWp support told me:

Hello Marcos.

This is Stefan from ManageWP, thank you for reaching back to us.

Regarding your issue, I've checked our system logs and I was able to find that all the restore processes failed with the same 'Internal server error 500'.

The problem is that the website is currently down because of the Critical error, and if you try to restore it by using the usual restoring method, the process will fail because the website is currently not operable, thus, the Worker plugin is unable to perform the request.

However, this is why we have an additional restoring method called 'Restore over an FTP' which allows our system to transfer your backup archive by using an FTP connection rather than the Worker plugin. In this case, our system will disregard the website state and move the backup directly to your server by using the FTP transfer protocol.

Still, by looking at your website the error when the website is loaded is "Error establishing a database connection' which doesn't necessarily mean that the website is down, rather the database credentials are not properly set in your wp-config.php file.

I would first kindly suggest you try to resolve this issue by double-checking the database credentials, here is how you can achieve that:
https://www.wpbeginner.com/wp-tutorials/how-to-fix-the-error-establishing-a-database-connection-in-wordpress/

After the website re-establishes the connection with its respective database, and the website is still down due to some WordPress-related error, please use this method to restore your website:
https://managewp.com/guide/backup/recover-my-website-with-ftp

If you have only SFTP credentials, please change the connection protocol to SFTP prior to entering the credentials into the FTP additional settings field.

Hope this was helpful, and if you still need assistance, please do not hesitate to reach out.

Kind regards,

Now my mission is to restore the connection with the database. Let's how it goes, a full day off is very sad for any site owner

marcosmariano7

JeanPierre there's an easy way to add
define('WP_ALLOW_REPAIR', true); to my wp config in Ezoic Hosting?

APerez

marcosmariano7 If you are on Ezoic hosting, you can access the wp config file through SFTP via an FTP client such as Filezilla. You can get the credentials needed to access it through the hosting section of your dashboard by going to Settings > Hosting > click on Go to WP Hosting Dashboard > click on Manage Credentials. The SFTP credentials should be available there.