Opened 2 years ago

Closed 2 years ago

#14976 closed Bug/Something is broken (fixed)

Websites down! Showing white screens of death

Reported by: Jules Cowan Owned by: JaimeV
Priority: Urgent Component: Tech
Keywords: website-down Cc:
Sensitive: no

Description (last modified by Jules Cowan)

Hi Jaime and all,

Urgent issue - the websites i host on (,,, and are showing white screens of death (front end and back).

When attempting to log in, a php file download is prompted.

To see if i could resolve this via sftp i enabled debug mode on and renamed the plugins and theme folders to deactivate them, but nothing changed. Can you let me know what else we can do?

Here's the email i got from wordpress when i updated the woocommerce plugin, which seemed to initiate the server crashing (or whatever is happening):

Since WordPress 5.2 there is a built-in feature that detects when a plugin or theme causes a fatal error on your site, and notifies you with this automated email.

In this case, WordPress caught an error with one of your plugins, WooCommerce. Please contact your host for assistance with investigating this issue further.

Error: Class 'WC_REST_Coupons_V1_Controller' not found in /home/members/julescowan/sites/ Stack trace: #0 /home/members/julescowan/sites/ WC_API->register_rest_routes(Object(WP_REST_Server)) #1 /home/members/julescowan/sites/ WP_Hook->apply_filters(NULL, Array) #2 /home/members/julescowan/sites/ WP_Hook->do_action(Array) #3 /home/members/julescowan/sites/ do_action('rest_api_init', Object(WP_REST_Server)) #4 /home/members/julescowan/sites/ rest_get_server() #5 /home/members/julescowan/sites/ rest_do_request(Object(WP_REST_Request)) #6 [internal function]: rest_preload_api_request(Array, '/wc/v3') #7 /home/members/julescowan/s

Thank you! jules

Change History (7)

comment:1 Changed 2 years ago by Jules Cowan

Description: modified (diff)
Keywords: WordPress-plugin removed
Summary: Website down! Showing white screen of death - related to PHP version?Websites down! Showing white screens of death

comment:2 Changed 2 years ago by Christopher Skelly

My sites are down too. I think it's all of ossie's websites.

comment:3 Changed 2 years ago by Jamie McClelland

I'm investigating now

comment:4 Changed 2 years ago by Jamie McClelland

Sites should be up now - after I restarted both the web server and the PHP FPM service. I'm really sorry for the length of this downtime. I'm still investigating what happen. The real mystery is why the service went down with out triggering our alert system (we monitor server outages very closely so it's unusual to have a server lose service like this without us knowing within 10 minutes).

comment:5 Changed 2 years ago by JaimeV

Owner: set to JaimeV
Status: newassigned

Apologies again for the downtime. We were able to get all sites back up on ossie yesterday morning and posted a description of the problem to our status page.

I'm reading your initial description pointing to the update of the woocommerce plugin on your site. Can you try updating this plugin again?

comment:6 Changed 2 years ago by Jules Cowan

Thanks for handling! When it went back online yesterday the plugin was working fine on its latest update.

comment:7 Changed 2 years ago by Jules Cowan

Resolution: fixed
Status: assignedclosed

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