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Author Topic: My sites are all DOWN - 500 Internal Server Errors  (Read 603 times)

Offline mschrier

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My sites are all DOWN - 500 Internal Server Errors
« on: January 25, 2018, 07:12:22 PM »
I submitted a ticket, but it's been well over 24 hours and no response from Support.  All of our hosted websites are reporting 500 Internal Server errors or similar.

The error logs are full of the following type of message:

[error] [client] (12)Cannot allocate memory: couldn't create child process: /opt/suphp/sbin/suphp for /home/XXX/public_html/XXX.XXX/index.php, referer: XXX

We did not make any changes - in fact I rarely visit these sites and made no edits since October or November.  I don't know how long this problem has been occurring.

Anything I can check on from my end??

Offline MrPhil

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Re: My sites are all DOWN - 500 Internal Server Errors
« Reply #1 on: January 26, 2018, 05:46:04 AM »
That's an unusual 500 error, so it will probably take support to fix it. The only thing I can think of at the moment is that you check your .htaccess and php.ini files to see if they're still there, and readable, and they contain your settings (especially any for allowed memory size). Settings that haven't been touched in years and use obsolete formats (e.g., php_value and php_flag in .htaccess) can cause 500 errors, but it's usually because the command is no longer permitted in that file. Anyway, make sure such PHP settings are in your php.ini file and not .htaccess. If that doesn't fix it, support will have to step in.

You got an automated response to your ticket, which tells you they've received it? Also, a problem like this may be more complex than run of the mill problems, and could take more time to deal with.
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Offline youfoundjake

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Re: My sites are all DOWN - 500 Internal Server Errors
« Reply #2 on: February 06, 2018, 08:44:45 PM »
I had a smiliar issue, and per supports answer on my ticket...

"Since your server has been switched to a new hardware machine which is under the newer version of operating system (CentOS 7), dual version of PHP (5.6 & 7) and MySQL 5.6, some of parameter settings in .htaccess are no longer with the new environments such as 'SetEnv'. You just need to remove or comment the coding line which has 'SetEnv' so that your website should back to be working."

take a look at your php.ini file...

Offline josephbe

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Re: My sites are all DOWN - 500 Internal Server Errors
« Reply #3 on: February 21, 2018, 07:17:48 AM »
My memory utilization has been very high on these new servers due to stuck processes.

A week ago I had a DB table lock up and become completely inaccessible.  6 PHP requests for the same page that query that table got stuck and each consumed approx 1/6th the memory available on my account, and stayed that way for days.  All pages/domains were giving 500s.  The error log was full of 'unable to allocate memory.'  I spoke with support 14 times over 3 days to kill processes and revive the server and track down what was going on.  I reloaded the bad table to another name to restore functionality.  Days later, completely independent of either existing ticket, someone there created a new ticket about a stuck MySQL process and then killed the initial process that was locking the DB table (thank you!).

Fast forward a week.  Again I'm getting 500s across my sites.  I've spoken to support 4 times in the past 24 hours.  I have a ticket that has been raised to the highest urgency, and still has not been commented on for 20 hours.  In the past week the phone support reps have lost the ability to view and/or kill processes on the server.  I don't see a way to even view what pages FastCGI is serving myself, much less kill them.  So I'm stuck while my sites are sometimes serving 500s and sometimes not.

I have simple questions, like what processes/pages are currently stuck?  How can I enable the mysql slow query log?  Why isn't the max_execution_time config variable being honored on CentOS?  I have asked 4 support reps these questions with no answers.  Only - I've put this on the ticket and escalated the priority.  These are questions I would love to troubleshoot, but they don't give me enough authority to do so or can't tell me how to exercise it.

I've started the process of putting everything behind CloudFlare, to help reduce traffic and hopefully displace some 500 errors.  I'm doing everything I can but am extraordinarily frustrated.  Time to call support a again...
« Last Edit: February 21, 2018, 07:20:58 AM by josephbe »


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