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This thread is resolved. Here is a description of the problem and solution.

Problem: The server does not respond and Gateway Timout error appears when entering the "collection" section, or a product category, such as "BLOUSE"

Solution: After activating debug.log we found "WP Hide & Security Enhancer" was returning some errors ; we disabled it and we updated theme and plugins and now it's back online.

Relevant Documentation:

This topic contains 12 replies, has 2 voices.

Last updated by Carlos Rojas 5 months, 2 weeks ago.

Assigned support staff: Carlos Rojas.

Author Posts
April 23, 2019 at 1:54 pm #3664489

Nowhere

I am trying to: browsing frontend of the website

Link to a page where the issue can be seen: when entering the "collection" section, or a product category, such as "BLOUSE"

I expected to see: normal product page

Instead, I got: the server does not respond and Gateway Timout error appears

April 23, 2019 at 1:56 pm #3664493

Nowhere

I asked Siteground assistance to check on server side and they reported this:

-------------------------------------------------------------------------------------------------------
I was able to replicate the issue and investigated by following the process live via Strace.

The process seems to stall after the following file is executed:

Code:
14:20:37 open("/home/luminafa/public_html/wp-content/plugins/woocommerce/templates/content-product.php", O_RDONLY) = 6

Once the file is closed and executed, the process stalls for a few seconds after the following:

Code:
14:20:37 sendto(4, "\f\2\0\0\3\n\t\t\t\tSELECT wpml_translations.translation_id, wpml_translations.language_code, wpml_translations.element_id, wpml_translations.source_language_code, wpml_translations.element_type, NULLIF(wpml_translations.source_language_code, '') IS NULL AS original \n\t\t\t\t, p.post_title, p.post_status\n\t\t\t\tFROM wp_icl_translations wpml_translations\n\t\t\t\t\t LEFT JOIN wp_posts p ON wpml_translations.element_id=p.ID\n\t\t\t\tWHERE 1 AND (p.post_status IN ('publish', 'draft', 'private', 'pending' )) AND wpml_translations.trid=110481 \n\t\t\t\t\n\t\t\t", 528, MSG_DONTWAIT, NULL, 0) = 528
14:20:37 poll([{fd=4, events=POLLIN|POLLERR|POLLHUP}], 1, 86400000) = 1 ([{fd=4, revents=POLLIN}])
14:20:37 recvfrom(4, "\1\0\0\1\10b\0\0\2\3def\fluminafa_db1\21wpml_translations\23wp_icl_translations\16translation_id\16translation_id\f?\0\24\0\0\0\10\3B\0\0\0`\0\0\3\3def\fluminafa_db1\21wpml_translations\23wp_icl_translations\rlanguage_code\rlanguage_code\f\366\0\34\0\0\0\375\1P\0\0\0Z\0\0\4\3def\fluminafa_db1\21wpml_translations\23wp_icl_translations\nelement_id\nelement_id\f?\0\24\0\0\0\10\10@\0\0\0n\0\0\5\3def\fluminafa_db1\21wpml_translations\23wp_icl_translations\24source_language_code\24source_language_code\f\366\0\34\0\0\0\375\0\0\0\0\0^\0\0\6\3def\fluminafa_db1\21wpml_translations\23wp_icl_translations\felement_type\felement_type\f\366\0\360\0\0\0\375\t@\0\0\0\36\0\0\7\3def\0\0\0\10original\0\f?\0\1\0\0\0\10\201\0\0\0\0?\0\0\10\3def\fluminafa_db1\1p\10wp_posts\npost_title\npost_title\f\366\0\374\377\3\0\374\20\20\0\0\0A\0\0\t\3def\fluminafa_db1\1p\10wp_posts\vpost_status\vpost_status\f\366\0P\0\0\0\375\0@\0\0\0\5\0\0\n\376\0\0\2\0P\0\0\v\00525393\2en\00527256\373\26post_product_variation\0011\36BLOUSE ART. B0158 - TORQUOISE\7publishP\0\0\f\00525395\2it\00527258\2en\26post_product_variation\0010\34BLOUSE ART. B0158 - CELESTE\7publish\5\0\0\r\376\0\0\2\0", 32768, MSG_DONTWAIT, NULL, NULL) = 869

It seems to be related to a translation functionality, but the main process completes and spawns child processes which sadly I was unable to trace.

The timeouts seem to be related to the Woocommerce functionality to translate, thus I deactivated the 'woocommerce-multilingual' plugin and the issue was no longer present.
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I created a "customer" user for you so you can try to replicate the error.

From this page: hidden link login as a customer (user: siteground @, password: CeJvh # EeghGOMUwxtADWXe * Q) and from the main menu "collection" try to enter a category or on a product page.

Thanks

April 23, 2019 at 6:27 pm #3666925

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hello,
Thank you for contacting WPML support.

I would like to ask you to follow this steps in order to isolate the cause of the issue:
- Back up your site first before making any change, this is for security reasons.
- Deactivate all the plugins that are not related to WPML.
- Switch for a moment to a WordPress default theme like Twenty Seventeen.
- If the issue is gone, activate one by one to see with which one there is an interaction issue.

Could you tell me the result of this steps?

Kind regards,
Carlos

April 26, 2019 at 9:37 am #3689299

Nowhere

Hello,

unfortunately the problem is still not solved. We applied the procedure you suggested, but we did not get any results.

At the moment we have disabled the multilingual woocommerce plugin, left WPML active for the main language (the second language has been hidden). In this way the problem does not arise. On Monday morning, April 29th, we will prepare a staging version of the website and give you complete access to try to solve the problem.

Thanks for your help.

April 26, 2019 at 2:08 pm #3691355

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,
Thank you very much for your feedback and for preparing the staging site.

I have set your next message private so you can provide the credentials to access the staging site in a secure way.

I will be waiting for your message.
Regards,
Carlos

April 29, 2019 at 9:15 pm #3706651

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi Andrea,
Thank you very much for the information provided.

I applied several troubleshooting steps in the staging site, updated Woocommerce Multilingual and flushed the cache memory. Could you tell me if the issue persists?

Could you tell me if the issue persists?

Note: I removed the WPML subscription by mistake.

Regards,
Carlos

April 30, 2019 at 8:55 am #3709683

Nowhere

Hi Carlos,
unfortunately issue is still there.
After we added subscription to WPML and we activated Italian language issue appears again especially when you select Italian language and try to navigate inside collections like hidden link
Errors doesn't show up always sometimes you can see that page simply reloading it.

As I've told you before we noticed similar issue with other websites after upgrading WPML to 4.2.6.
For one of them we went back tonight to 4.2.5 and issues doesn't show up anymore.

We're actually considering reverting all WPML installation to old release as our customers are starting to report issue to us

Thank you,
Andrea

April 30, 2019 at 7:57 pm #3714701

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi Andrea,
Thank you very much for your message.

Unfortunately I can't see the issue, I have visited the link (hidden link) from different browsers and incognito mode and I can always see the content.

I created a test site with a fresh new WordPress install and WPML + Woocommerce plugins too. I would like to ask you to try to reproduce the issue in this test site and let me know the results.

You can access the test site by following this link: hidden link

Looking forward to your message.
Regards,
Carlos

May 1, 2019 at 7:06 am #3716469

Nowhere

Hi Carlos ,
It's really strange you can't reproduce the issue.
I tried also some services like these:
- hidden link
- hidden link

They keep showing Internal server error for page

Did u try to browse only that page?

Pardon me but I don't understand what should I do with test site you've provided to us.

Thanks,
Andrea

May 2, 2019 at 7:33 am #3722313

Nowhere

Hi,
here is a screenshot from hidden link taken 5 min ago

Thank you,
Andrea

May 2, 2019 at 4:16 pm #3726703

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi Andrea,
Thank you very much for your feedback.

I still can't see the issue, please see attached screenshots.

Could you tell me if you can reproduce the issue by visiting the site on incognito mode?

Regards,
Carlos

May 3, 2019 at 8:10 am #3732015

Nowhere

After activating debug.log we found "WP Hide & Security Enhancer" was returning some errors ; we disabled it and we updated theme and plugins and now it's back online with issue.
My issue is resolved now. Thank you!

May 3, 2019 at 1:05 pm #3734463

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi there,

I'm glad to hear that the issue is solved 🙂

Please don't hesitate to contact us if you need our help in the future with WPML. We will be more than happy to help.
Best regards,
Carlos