Post by ideep13 » Mon Oct 28, 2019 11:16 pm

My hosting provider blocked my site after I purged the cache in nitropack extension three days ago .. They are telling me they won’t allow that I use extensions like nitropack or cloudfare that are on shared hosting as this is crashing all other costumers websites..

They are not allowing access to the site nor to isenselab crew, nor to me, nor to anybody.. I totally deleted cloudfare, and turned off journal cache... and they are still saying CPU load is crashing their server.. We disabled nitropack and they told me nitropack is not the cause ..

they are saying I have the access to database and the code.. they are insisting I need to change the code.. i don't understand this.. I didin't programmed this..

nothing was done on the site!! nothing.. after purging cache they blocked my site..

Both Isensecrew and Journal theme searched for the cause and they didn't find anything.. I disabled nitropack, and enabled to cloudfare..

Hosting provider is telling me they don't allow debugging PHp, and something kills apache and not php..
As I am not a programmer, I don't know what are they talking about, nor do I know how to fix this.. everything was fine, until from last wednesday..

than journal theme finally entered into dashboard, and they are saying nothing is wrong with the code.. they can't seem to find the error causing server to crash..
I managed to saved the log file from opencart,, if this helps.

Hosting provider doesnt allow access nor to isensecrew nor to journal team, nor to me, because if they enable my site server immediately crashes and this effects other users.. they are saying we have database access and cpanel.. they are insisting that nothing is wrong with hosting, they are saying everything should work fine.. and that problem is in CODE. I told both to journal team and isense crew nothing was done on code.. I didn't touched the opencart from july..


How can I fix something I don't know what was wrong in the first place?


Did anyone had similiar problems CPU load crashing server?
www.staskka.com

edit: attacahed php.ini

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Post by OSWorX » Mon Oct 28, 2019 11:54 pm

ideep13 wrote:
Mon Oct 28, 2019 11:16 pm
Did anyone had similiar problems CPU load crashing server?
No, maybe because I (and also my clients) do not use that crap from Journal and isense.
But what if you rent a root-server if you really need those extensions?

And to get some help here, you should tell us much more about your environement!

1. what kind of server
2. how is 1. configured
3. versions of php and mysql of 1.
4. which OpenCart version
5. which extensions are used/installed
6. which modifications are used/installed
7. which template exactly is used
8. any other - self made - modifications
9. how many articles
10. how many categories (and here very !!! important: is the display of how many subcategories [see store settings] enabled)
11. how many images
12. which size do they have (# 11)

That would be a beginning ..

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Post by ideep13 » Tue Oct 29, 2019 12:10 am

1. attached file
2. attached file
3. attached file
4. 2.3.0.2.
5. nothing special.. never had problems.. nitropack, orderreviews by isense.. can not access dashboard to tell you
6. can not access dashboard to tell you
7. journal 2 and journal 3
8. no
9. approx. 5
10. i don't know.. where to look
OSWorX wrote:
Mon Oct 28, 2019 11:54 pm
ideep13 wrote:
Mon Oct 28, 2019 11:16 pm
Did anyone had similiar problems CPU load crashing server?
No, maybe because I (and also my clients) do not use that crap from Journal and isense.
But what if you rent a root-server if you really need those extensions?

And to get some help here, you should tell us much more about your environement!

1. what kind of server
2. how is 1. configured
3. versions of php and mysql of 1.
4. which OpenCart version
5. which extensions are used/installed
6. which modifications are used/installed
7. which template exactly is used
8. any other - self made - modifications
9. how many articles
10. how many categories (and here very !!! important: is the display of how many subcategories [see store settings] enabled)
11. how many images
12. which size do they have (# 11)

That would be a beginning ..

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Post by ideep13 » Tue Oct 29, 2019 12:25 am

sending new attachments

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Post by ideep13 » Tue Oct 29, 2019 12:26 am

hosting provider sent me this picture of CPU load

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Post by ideep13 » Tue Oct 29, 2019 1:16 am

sending ERRor logs

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Post by OSWorX » Tue Oct 29, 2019 1:27 am

Having 2019 and using php 5.6.x is brave ..
And the memory over 50% is extreme hight!
Are you also sure, your web is not infected (backdoor, etc.) due the shared hosting?

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Post by ideep13 » Tue Oct 29, 2019 1:31 am

php was immediately changed to 7.2 .. they said I change the php in php multieditor and that was the first thing I did.. I don't know why on the server is 5.6.?? I don't know where to look if there was an infection?

I have a reseller hosting.. and this is my main page.. I did played something with package list.. maybe I did something?

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Post by ideep13 » Tue Oct 29, 2019 2:09 am

this is a reply from journal..
Date: 2019-10-28 13:46:41
Name: Lucian
Printer friendly version
Message:

Hi,

Consider using a VPS hosting plan, we are using https://contabo.com/ but you will need a server administrator in order to get your store up an running, this is not something covered by our support, you should ask for more information about your issue on Opencart forums at http://forum.opencart.com because it has nothing to do with our theme, again, your hosting plan is not powerful enough to run an ecommerce system like Opencart.

--
Best regards,
Journal Support Team

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Post by OSWorX » Tue Oct 29, 2019 2:57 am

Try to assign php 7.2x. and enable FPM.
Will not solve everything, but should be a first step.

And do not
I did played something with package list
again, makes no sense if you do not know exactly what you are doing!

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Post by ideep13 » Tue Oct 29, 2019 3:03 am

do I need to change this in whm? where?

php 7.1 is already assigned in cpanel.. I already sent you an attachment.. php 7.2. was already set from the start.. over year ago..than I changed it to 7.1.

enable FPM. Where , how?

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Post by ideep13 » Tue Oct 29, 2019 3:17 am

I found this link https://www.inmotionhosting.com/support ... -using-whm, but I don't have this option in WHM??

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Post by victorj » Tue Oct 29, 2019 6:48 am

On reseller hosting whm is limited to what your hoster gives you permission to do with whm.
using journal with cache enabled and nitrocache is not working correct, either disable journal cache and use nitro cache or diasable nitro and use journal cache.

what is causing this high server load, has traffic grown suddenly or did you add a huge number of product to your site.
since your using nitro you site should only serve cached html files wich even on high loads should not give a high server load.
on the other hand deleting nitro cache would create a high server load because nitro has to create all new cache files, but server load should reduce quiete quick once all cache files are created.

In your case depending on how your site is performing comercially (ie earning money) if its working well, i would consider migrating to a trusted hosting company and order a whm based cloud hosting and migrate your sites to that hosting.

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Post by ideep13 » Tue Oct 29, 2019 3:08 pm

journal cache was disabled, and nitro pack extension was deleted.. and it still creates high cpu load.. hosting provider keeps telling me it is the code..

and this is their latest reply regarding enabling php and enabling FPM..
PHP on the server is not important because it uses the PHP you select from Multiphp manager.
You have your own set up everywhere 7.2
FPM on shared server is not turned on

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Post by victorj » Tue Oct 29, 2019 3:15 pm

Your hosting provider should be able tot tell you where this high load is.
Is it in MySQL or PHP.
Something is creating this high load.
It could be a other extension you installed.
My shop had a extension for better search, when rebuilding search cache It creates a extreem high serverload.

Try to disable any extension you installed and check when server load goes down.

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Post by ideep13 » Tue Oct 29, 2019 3:24 pm

they are not allowing me to access the dashboard.. so I can turn off extension by extension.. I know orderreviews and nitropack are totally disabled.. nitropack is deleted tottaly .. so these two can'T be.. is there any way around I can turn off the extension? Maybe renaming name of the folder? But where are the extensions?

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Post by victorj » Tue Oct 29, 2019 3:33 pm

Extensions are turned off in admin, IT sets a switch in database telling opencart not to use that extension.

If your hoster does not allow you to debug and solve the problem, consider switching to a better host or hosting plan.
Here in Holland most hosters will give you a 2 week trial, if your hoster also had trial time, use this tot migrate to a cloud or vps plan and start to debug the problem.
Migrating from cpanel to cpanel is done within 5 minutes.

Perhaps your hoster is willing tot help this way.

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Post by OSWorX » Tue Oct 29, 2019 3:34 pm

ideep13 wrote:
Tue Oct 29, 2019 3:24 pm
they are not allowing me to access the dashboard..
Have you acccess to the database?
And access to the files per FTP?

If so, you could adjust all - the "hard" way.
If not, I recommend (as others here already did), change the hoster.
But as far as I can read (your statements), you are not really experienced in all these things.
My recommandation is,
1. hire a professional
2. change hoster
You are wasting time here looking for support in this case.

If you want, you can contact me (PM or my website) - maybe we wil lfind a solution together.
But in any case, for free is nothing.

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Post by OSWorX » Tue Oct 29, 2019 3:37 pm

victorj wrote:
Tue Oct 29, 2019 3:33 pm
Perhaps your hoster is willing tot help this way.
As you can read the history, his hoster has panic that his installation will crash the server again!
If I am his hoster and he has such an installation, I also would not allow him access to the backend - do I know what he will enable again?

Best solution would be as described before,
Plus starting again with a fresh installation.

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Post by OSWorX » Tue Oct 29, 2019 3:40 pm

ideep13 wrote:
Tue Oct 29, 2019 1:31 am
I have a reseller hosting.. and this is my main page..
Just 1 question: what for do you have a "reseller hosting" package?
Do you resell hosting or what?

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