[Resolved] GP Premium Install/Activate Crashing Site

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  • #1129104
    Laurie

    When I install GP 2.4.1 theme through WP Themes it installs fine and all is well. Then, when I attempt to add the gp-premium 1.9.1 through the plug-in menu, it takes forever and then crashes the site. The only way I can get it to return is to log into Plesk and remove the GP theme and start over completely from scratch. I d/l the premium zip file again, just in case it was corrupt. There is no error displayed, WP doesn’t load and I’m seeing a white screen as though the site is offline. I did this 3 times before checking support.

    Before sending this request, I logged into Plesk to try uploading the 2 themes and 1 plugin I require right from within Plesk. GP Theme, Child Theme and Premium Plugin. I can see the GP Theme correctly instaslled as well as the GP Child Theme. When I try to upload the GP Premium plug in, I get the following message:
    Installing gp-premium plugin to thecostumevault.ca.
    Error

    Failed to install %%pluginName%% plugin on WordPress websites. Installation “The Costume Vault”: Unable to install plugin ‘gp-premium’ with version ‘1.9.1’ to ‘WordPress instance #16 (‘https://thecostumevault.ca’)’. WP-CLI response: ‘No plugins installed.’

    Please advise. and NOTE: I am UNABLE to log into WordPress. I have to go to the file manager and remove the installation in order to proceed.

    #1129288
    Tom
    Lead Developer
    Lead Developer

    Hi there,

    That’s strange, I’ve never seen that error before. What’s “The Costume Vault”?

    It’s saying WP-CLI – are you using that to install anything, or are you installing via the Plugins area in your Dashboard. Are you able to install any other .zip plugins?

    #1129292
    Laurie

    Hi;
    The Costume Vault is the URL.
    I don’t know what WP-CLI is referring to.
    I’m not able to install via the Dashboard because I can’t access the dashboard. The error was generated in Plesk (my cPanel)

    ******** a few hours later**********

    ok, it seems that by logging into the cPanel I have been able to get the theme and plugin working. I even uploaded the Merch Demo Site! All looks well

    ******** a few hours later **********

    Merch demo site appears to be loaded and showing up properly on the front end so I begin to customize the theme. I’m still nervous about this so I start small and easy by customizing some colors (not all) and sure enough, after about 10 minutes, the site breaks and doesn’t load at all. The browser simply states: “The site can’t be reached” and I can’t get to any of the following:
    https://thecostumevault.ca or https://thecostumevault.ca/wp-admin

    #1129294
    Laurie

    Right after posting this response, I returned to the browser window that I referenced in my previous reply that said “This site can’t be reached” and refreshed. Even though I had ‘refreshed’ my browser multiple times before, it now loaded into the Dashboard. It’s very strange and acting as though I’m losing internet connection but I know that it is not. Any ideas?

    #1129889
    Tom
    Lead Developer
    Lead Developer

    Hi there,

    That does indeed sound like an internet connection issue. Are you still running into the same thing?

    If you aren’t experiencing it on other websites, it’s likey an issue with your server. Can you try reporting the issue to them to see if they can spot anything wrong in the configuration?

    Let me know 🙂

    #1159140
    Laurie

    Hi Tom;
    I know that my responses are taking time in between but I’m trying my best to troubleshoot this by consulting with all and removing all barriers. This is still happening. I have been in consultation with my domain provider and host and they are confident that everything is working fine on their end.

    I have spoken with my ISP and with their assistance and troubleshooting they don’t see any issues at their end that could be causing the problem. Today, I took my laptop to my office to work. Completely different ISP and the same thing happened. So, then I logged in on my work desktop computer that is hardwired with ethernet and again, completely different ISP and same result.

    SHort of abandoning GP Premium and moving to a completely different theme, do you have any ideas? Again, the site is thecostumevault.ca

    #1159300
    Tom
    Lead Developer
    Lead Developer

    Hi there,

    Is it possible to check the error_log file on the server? I wonder if there’s anything in there that might point us in the right direction.

    Another option is to try a different host, even temporarily. It would be good to narrow down the issue a little bit. GP Premium itself shouldn’t be causing any issues (we haven’t had any other reports at all), so we just need to exclude things one by one to find the conflict.

    Let me know 🙂

    #1159872
    Laurie

    Feb 8 at 14:32: [:error] [pid 4715] [client 199.96.88.68:59488] [client 199.96.88.68] ModSecurity: Warning. Pattern match “^wordpress_logged_in_” at RESPONSE_HEADERS:Set-Cookie. [file “/etc/apache2/modsecurity.d/rules/custom/000_i360_0.conf”] [line “124”] [id “33308”] [msg “IM360 WAF: Successfull WordPress login||T:APACHE||”] [tag “i360”] [tag “noshow”] [hostname “thecostumevault.ca”] [uri “/wp-login.php”] [unique_id “Xj8o6woACiMAABJrW3sAAAAI”], referer: https://thecostumevault.ca/wp-login.php?redirect_to=https%3A%2F%2Fthecostumevault.ca%2Fwp-admin%2F&reauth=1

    Feb 8 at 14:38 when I was already logged in and working: [:error] [pid 4715] [client 199.96.88.66:59882] [client 199.96.88.66] ModSecurity: Warning. Match of “rx ^$” against “ARGS_POST:log” required. [file “/etc/apache2/modsecurity.d/rules/custom/002_i360_2_bruteforce.conf”] [line “24”] [id “33332”] [rev “1”] [msg “WordPress login attempt||thecostumevault.ca||MTD:0f1577116e||LOG:ginseng6@gmail.com”] [severity “WARNING”] [maturity “1”] [tag “bruteforce”] [tag “i360”] [tag “noshow”] [hostname “thecostumevault.ca”] [uri “/wp-login.php”] [unique_id “Xj8qRwoACiMAABJrW40AAAAI”], referer: https://thecostumevault.ca/wp-login.php?redirect_to=https%3A%2F%2Fthecostumevault.ca%2Fwp-admin%2F&reauth=1

    Feb 8 at 14:38 immediately after the above: [:error] [pid 4715] [client 199.96.88.66:59882] [client 199.96.88.66] ModSecurity: Warning. Pattern match “^wordpress_logged_in_” at RESPONSE_HEADERS:Set-Cookie. [file “/etc/apache2/modsecurity.d/rules/custom/000_i360_0.conf”] [line “124”] [id “33308”] [msg “IM360 WAF: Successfull WordPress login||T:APACHE||”] [tag “i360”] [tag “noshow”] [hostname “thecostumevault.ca”] [uri “/wp-login.php”] [unique_id “Xj8qRwoACiMAABJrW40AAAAI”], referer: https://thecostumevault.ca/wp-login.php?redirect_to=https%3A%2F%2Fthecostumevault.ca%2Fwp-admin%2F&reauth=1

    Feb 8 at 18:34: [core:alert] [pid 10976] [client 209.206.119.32:36928] /var/www/vhosts/thecostumevault.ca/httpdocs/.htaccess: Invalid command ‘php_value’, perhaps misspelled or defined by a module not included in the server configuration, referer: https://thecostumevault.ca/wp-admin/themes.php

    This last entry continues every few seconds.

    #1160007
    Tom
    Lead Developer
    Lead Developer

    Have you reported this to your hosting? All of those seem to be server/security related. The last one looks like something is broken in your .htaccess file. They should be able to fix that (or just delete the `.htaccess file so WP can generate a new one).

    #1160070
    Laurie

    I can access the .htaccess file. Are you saying if I just remove it, WP will regenerate it?

    #1160073
    Tom
    Lead Developer
    Lead Developer

    Yes – if you’ve added something to it, you might want to transfer it to your computer so you don’t lose anything important.

    I’m not sure if it will fix the issue, but that last error in your log is saying there’s an invalid value in the file.

    #1164648
    Laurie

    Hi Tom;
    I’ve done quite a bit of discovery in the past few days. Today, I d/l WP Reset and followed the instructions to do a complete reset of my installation, removing all plugins, themes, uploads and database entries.

    Then, I installed the free GP theme. Went well.
    Then, I attempted to install GP Child theme I have and the site crashed. I didn’t even get to installing the GP Premium plugin.

    I’m wondering, If I provide you with my credentials, off list, would you like to login and see if you can replicate the issue? Maybe you will be able to see the conflict? I was thinking that it must be a plugin conflict, maybe WooCommerce and something so I decided to start clean and fresh and only enable one plugin at a time.

    My plan is to customize the Merch theme eventually. The reason this is so odd is because I have two other sites with the same host. One is small and not very active, the other is a fair size and quite active and there are never any problems with them.

    Let me know if you are interested in continuing to troubleshoot this issue with me?

    #1164780
    Tom
    Lead Developer
    Lead Developer

    Hi there,

    Where did you get the child theme? Perhaps there’s something broken inside it?

    Are you able to install GP Premium with the parent theme activated (no child theme)?

    Let me know 🙂

    #1164797
    Laurie

    I went into themes and searched for the GeneratePress theme, installed it and activated it and all good.
    Then, immediately, went into plugins and added the premium plug in. It seemed to upload but when I clicked on activate, it timed out and the screen went to “This site can’t be reached” again.

    I didn’t do anything with the child theme this time. I can see, through Plesk that the plugin appears to be loaded but isn’t activated. If it is like all the previous episodes, the site will load again shortly (might be 10 minutes, might be 20 minutes)

    You asked what I was using for a Child Theme – I have d/l it from your support forum.

    #1164800
    Laurie

    As expected, the site has now loaded again. I can see that GP theme is activated and Premium is activated as well. What do you suggest I should try next?
    SHould I try customizing the gp theme? Or should I load the Merch theme and begin customizing? I’d like to follow your direction, step by step to try to either stop my issue from happening or identify what the issue is.

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