ECWID plugin crash site when active.

Hello,

This is Charlie, Ecwid customer care.

Let me help out here. We’re glad you liked the plugin! Not so glad that you’re having issues with it, but I think I can help you figure this one out.

During load of the products things worked well. However now when plugin is active the site just get 504 page everytime. Not even the subdomains works and resources on the server goes sky high. The website becomes completely unavailable. The only way to deactivate the plugin was via Plesk dashboard as no page load at all.

Thank you for the details! Let’s start troubleshooting. I have a couple of questions:

• Is the plugin active now? I can’t access your website, and it isn’t a 504 error: the browser indicates that there are too many redirects, and this doesn’t have anything to do with Ecwid.

  There is a lot of guides out there on how to fix the error and what it usually means, check out this one, for example: https://rockcontent.com/blog/err_too_many_redirects/

• You mentioned that you were only able to deactivate Ecwid plugin in the Plesk dashboard. Just for extra background knowledge on the situation: are you using Plesk to host your WordPress site, and when you say that, you mean you had to delete the plugin files from the hosting itself, right? And how did you install the plugin originally, was it via the WordPress dashboard?
• You mention that during the product load your website worked well (that includes the WordPress dashboard). So it looks like when the plugin was active, the website worked originally, but then stopped working. Is that so?

  Do you recall what else you could’ve changed in your setup before the website broke?

• What is the version of your Ecwid plugin?

Also, when the product widget is added there is a message showing incompatibilies.

Unfortunately, I can’t say anything about that before I can see how the errors look. Please, let me know where I can see them once you fix the too many redirects error on your website. I will check that out as well.

The theme used is Newsever Pro 2.1.2.1

I’ve installed this theme on my test page and Ecwid functions as intended there, you can check it out yourself: https://lamp.ecwid.net/~charlie/wordpress/?page_id=50

So we can rule out the incompatibility with the theme here.

Looking forward to helping you further.

Hi Charlie.

Thanks for answering. This is a link to a video file showing what is happening when the plugin is activated. As you can see there, the website works properly and as soon the plugin is activated the site crash.

https://doc-10-10-docs.googleusercontent.com/docs/securesc/2ga4qgnkui8f42nrvarc1dfgo8ll7uqr/kqgltul0qv7ljr7nac88t2h40mlchdl7/1656083175000/09378526921435085205/09378526921435085205/1NKuVbVf3GNvSOOnrwD8ha9EXuTvqPn5C?e=download&authuser=0?

Regarding your questions:

Is the plugin active now? I can’t access your website, and it isn’t a 504 error: the browser indicates that there are too many redirects, and this doesn’t have anything to do with Ecwid.
There is a lot of guides out there on how to fix the error and what it usually means, check out this one, for example: https://rockcontent.com/blog/err_too_many_redirects/

No. The plugin was not activated until this morning to save the video. However the too many redirects is something that i saw before bbut after reload the page it works all the times. I will check the suggested link anyway.

You mentioned that you were only able to deactivate Ecwid plugin in the Plesk dashboard. Just for extra background knowledge on the situation: are you using Plesk to host your WordPress site, and when you say that, you mean you had to delete the plugin files from the hosting itself, right? And how did you install the plugin originally, was it via the WordPress dashboard?

Yes. I’m using plesk to handle my sites. However plugins configuration has to be done on wordpress itself. When the page crash, is not possible to get into the wordpress dashboard therefore the deactivation of the plugin has to be done in Plesk plugin handler. I did not delete the plugin because i upload several products and didnt want to lose them if i delete the plugin. The plugin was installed via wordpress dashboard

You mention that during the product load your website worked well (that includes the WordPress dashboard). So it looks like when the plugin was active, the website worked originally, but then stopped working. Is that so?
Do you recall what else you could’ve changed in your setup before the website broke?

Yes the products and plugin itself worked well during the insertion of the the products allowed. All of them worked well and page load correctly on desktop. The problem start when the Ecwid widget was added to the lateral sidebar of the theme. It shows the products in the sidebar but clicks on it derives in 504 error. After deactivation of the plugin, in the widget bar appears a message that excwid widget was not compatible with blocks. No matter that, i erase the widget but the ecwid plugin no longer loads.

What is the version of your Ecwid plugin?

6.10.22

`Unfortunately, I can’t say anything about that before I can see how the errors look. Please, let me know where I can see them once you fix the too many redirects error on your website. I will check that out as well.

Looking forward to helping you further.`

Hope the video can illustrate properly the issues.

Anything else you need on my side let me know. I really want to have this sorted out as find a proper and friendly solution on this plugin especially the kind of seamless embed in the website.

Here is the link for the video via wetransfer. Apparently the other one didn’t works

https://wetransfer.com/downloads/996b74a85d19bf3ca302488874f3afcb20220624152828/e3e806db4b9a8a08d5f753f22f2694da20220624152856/077a55

Hi Charlie
This is the link to another video. Here in reverse order, you can see that after deactivate the plugin the website works again.

https://wetransfer.com/downloads/3a9e3ca1f4db2f1f2fc69143923f9cae20220624155756/0945cad100b719b68f901fae7c42127020220624155832/cf190b

Hello,

Thank you for the details and the video.

No. The plugin was not activated until this morning to save the video. However the too many redirects is something that i saw before bbut after reload the page it works all the times. I will check the suggested link anyway.

The refresh of the page doesn’t fix it for me, I’m afraid: https://ecwid.d.pr/QM8noc

But nevertheless, I can see on the video how it looks, so I don’t really need to look at the website for now.

Yes the products and plugin itself worked well during the insertion of the the products allowed. All of them worked well and page load correctly on desktop. The problem start when the Ecwid widget was added to the lateral sidebar of the theme. It shows the products in the sidebar but clicks on it derives in 504 error. After deactivation of the plugin, in the widget bar appears a message that excwid widget was not compatible with blocks. No matter that, i erase the widget but the ecwid plugin no longer loads.

I see. Thank you.

I shot you an email requesting some information that shouldn’t be shared publicly (some credentials). I will have our developers looking at this as soon as I can.

Thank you!

Hi @panarama,

Your site has a “Too many redirects” error, seems to be due to your Cloudflare settings. Please check it.

Just in case, here are the instructions on how to troubleshoot redirect errors on Cloudfare: https://support.cloudflare.com/hc/en-us/articles/115000219871-Troubleshooting-redirect-loop-errors-

Also, please, try following the steps from this article: https://www.wpbeginner.com/wp-tutorials/how-to-fix-error-too-many-redirects-issue-in-wordpress/

If you have already performed any of these steps, please, let us know the results – we’ll be happy to look into it further.

Looking forward to hearing from you!

Unfortunately, we haven’t received any responses from you. We will close this thread. If you have any questions, please contact us here or email [email protected].

Regards,