[FIXED] Error 500 on hosted back office

[Fstar]

I'm using PrestaShop 8 hosted, and 3 days ago I was making changes on the back office when I started getting an error 500.

This error is only on the back office, the website itself is working fine. When I access it I can still see my normal maintenance mode message.

I didn't take note of exactly what I was doing, but I was in a stage of changing what users logged into my site can see on their account page.

Since I'm not able to access my back-office I can't deploy the 'PrestaShop Marketplace in your Back Office' module, which means due to the change to their care center earlier this month my account is only 'open-source' and I don't get access to any dedicated support. 

Is there any way for me to reset my back office? Or is my only option here to purchase a diagnostic ticket and hope that solves it.

I'm not sure what to do here, any help or advice would be appreciated greatly.

Edited yesterday at 07:29 PM by Fstar
Issue was fixed, marked in title (see edit history)

[JBW]

Activate debug mode or check server error log to see the error details.

[Oleksandr]

Enable debug mode in the config\defines.inc.php file

Change the _PS_MODE_DEV_ parameter to true

And the _PS_DEBUG_PROFILING_ parameter to true

Then, when you load the back office, you will be able to see where and what errors there are.

Also, check the nginx or apache logs, depending on which server Prestashop is running on.

[Fstar]

2 hours ago, Oleksandr said:

Enable debug mode in the config\defines.inc.php file

Change the _PS_MODE_DEV_ parameter to true

And the _PS_DEBUG_PROFILING_ parameter to true

Then, when you load the back office, you will be able to see where and what errors there are.

Also, check the nginx or apache logs, depending on which server Prestashop is running on.

 

3 hours ago, JBW said:

Activate debug mode or check server error log to see the error details.

Thank you both for the advice, but since I'm using prestashop 'hosted' offer, They're hosting the website on their own servers and I see no way to access any config files. Again, the only way for me to get into touch with prestashop themselves seems to be through a paid diagnostic ticket, but that feels wrong as this isn't a problem with the prestashop software itself, it's a hosting problem.

[El Patron]

How to enable PrestaShop debug mode and perform basic analysis

[Oleksandr]

3 hours ago, Fstar said:

Thank you both for the advice, but since I'm using prestashop 'hosted' offer, They're hosting the website on their own servers and I see no way to access any config files. Again, the only way for me to get into touch with prestashop themselves seems to be through a paid diagnostic ticket, but that feels wrong as this isn't a problem with the prestashop software itself, it's a hosting problem.

In this case, I recommend that you switch to another hosting provider where you will have full control over your store, preferably VPS. This means that you will have full access to Prestashop files via the control panel or FTP, access to PHP, MySQL, nginx/apache settings, and full control over the server.

If you need help choosing the right hosting, migrating your store, and fully configuring the server for your store, I can help you with that.

Edited yesterday at 07:11 PM by Oleksandr (see edit history)

[El Patron]

I'll add to this, the best hosting control panel is PLESK, cpanel or other 3rd party hosting control panels are antiques!  Agree 100% with  @Oleksandr  if you are using shared it will be lot's of issues now and in the future.

[Fstar]

1 minute ago, El Patron said:

I'll add to this, the best hosting control panel is PLESK, cpanel or other 3rd party hosting control panels are antiques!  Agree 100% with  @Oleksandr  if you are using shared it will be lot's of issues now and in the future.

 

11 minutes ago, Oleksandr said:

In this case, I recommend that you switch to another hosting provider where you will have full control over your store, preferably VPS. This means that you will have full access to Prestashop files via the control panel or FTP, access to PHP, MySQL, nginx/apache settings, and full control over the server.

If you need help choosing the right hosting, migrating your store, and fully configuring the server for your store, I can help you with that.

Thank you both for the advice, If I do this in the future I'll make sure to look for a provider that gives me a bit more technical control to fix things like this.

In the meantime I bit the bullet and paid for a 'diagnostic ticket' (even though this outage was prestashops issue not mine), and prestashop actually fixed the error 500 and refunded me for the ticket within 5 minutes, which was a relief. I still have no idea what caused the outage, and it was frustrating not having any other mode of contact, but I should be able to upgrade my account to a 'prestashop user' now which will prevent getting stuck like this in the future.