EDIT : i just deleted the link to the video because i think the msg is not private, i didn't do it properly i think. Can you send another request for private message please ?
I've taken the step of activating the debug log on your server's wp-config.php file. This will allow me to capture the error logs when I reproduce the issue. As soon as I have these logs, I will send them to our 2nd Tier Support for a more in-depth investigation. Rest assured, I will keep you informed with any updates that come up along the way.
Very well, i am looking forward to hearing back from you.
Please, once you have reproduced the issue and gotten the logs, don't forget to deactivate object cache so the visitors can continue accessing the pages, and the debug log as well.
I can replicate the issue now once I activate the "Object Cache" plugin and open the page in an "incognito" browser. I will escalate this to our 2nd Tier Support for further assistance.
I have feedback and can I have your permission to perform the task below on your production site?
Let's deactivate WPML and then activate the object cache pro and clear the cache.
Then first test with the products if this works and activate WPML.
It is possible some bad values are cached in object cache server.
I'm not sure i understand what it is you would be testing with the products. Simply clearing cache and activating WPML after that and seeing if somethign changes ? Can you elaborate a bit more on what the different steps would be and overall what the second tier support found ?
I'm writing in regard to feedback received from our 2nd Tier Support. I've been assigned the task of conducting troubleshooting on your website as part of an extended investigation.
With your permission, here is the sequence of actions I will undertake on your website:
1. Deactivate the WPML plugin.
2. Activate the Object Cache Plugin and clear the cache.
3. Inspect the products to identify any remaining memory limit errors.
4. If the issues are resolved without WPML, I will proceed to activate WPML.
5. Clear the Object Cache.
Upon obtaining the results, I will then relay this information to our 2nd Tier Support for their subsequent investigation steps.
Very well, thank you for the additional explanation.
You may proceed with the test. Just a small detail, please do not leave WPML deactivated for long and whether the issue is resolved or not, i would still need you to reactivate WPML and set it as it was before. Otherwise, i will have lots of translated pages no longer functioning and getting deindexed from google.
When I deactivated the WPML plugin, all product pages crashed as shown in the attached screenshot.
Could you please update your FTP access credentials here so that I can enable debug to check on the logs? Your previously shared FTP credentials no longer work.
Thank you for your patience. I've received feedback from our 2nd Tier Support, and this is what they've conveyed:
We attempted to recreate this situation on our local server using 256MB memory for both WP and PHP, along with a 60-second timeout. However, even after an hour of dedicated effort, we were unable to encounter the error.
It appears that the issue is specific to the client's server and not related to a general problem with object caching. We have documented our testing process in a screencast, which can be viewed at this link: hidden link. Unfortunately, we were unable to replicate the problem while utilizing Redis caching and employing restricted server resources.
In order to delve deeper into this matter, we will require access to a staging site experiencing the issue. Alternatively, access to a live site with the ability to modify files and data would suffice. Ideally, a staging site would be preferable. However, if this isn't feasible, kindly ensure that a comprehensive backup of the live site's database and files is created before we commence any troubleshooting.
Could you kindly keep me updated regarding our readiness to proceed?
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