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[Snapshot Pro] site technical difficulties

Problem on a client site today:

https://prnt.sc/onavoo

What happend, and how could this plugin cause technical problems on the whole site?

Fri, 2 Aug 2019 9:32:05

Dimitris
- Support
- 2,982 pts: Hero points 17,225 pts: Rep. points LEVEL 29
Hello there Børge

Could you please enable support access to this website, as I’m unable to replicate this in my testing sites. No need to share any WP admin credentials, just navigate in WP admin area under WPMU DEV -> Support -> Support Access page and click on the “grant support access” button.

You can find detailed information about it here:

https://wpmudev.com/docs/getting-started/getting-support/#chapter-5

Please do reply back here when access is granted because we don’t get any notifications about it.

Thank you,

Dimitris
Børge
- Flash Drive
- 67 pts: Hero points 35 pts: Rep. points LEVEL 2
Support access granted.

Please let me know what caused this. If this can happen to my other sites I will have to disable wpmudev on all sites…
Nithin
- Support Wizard
- 3,228 pts: Hero points 25,695 pts: Rep. points LEVEL 30
Hi Børge,

Thanks for enabling support access. I checked your website, and I could notice the following errors:
```
Fatal error: require_once(): Failed opening required '/home/xxxx/www/wp-content/plugins/snapshot/lib/Snapshot/Helper/Privacy.php' (include_path='.:/usr/share/php') in /home/xxxx/www/wp-content/plugins/snapshot/snapshot.php on line 253



Warning: include_once(/home/xxxx/www/wp-content/plugins/snapshot/lib/WPMUDEV/Dashboard/wpmudev-dash-notification.php): failed to open stream: No such file or directory in /home/xxxx/www/wp-content/plugins/snapshot/snapshot.php on line 169
```
Such issues might happen if the plugin got corrupted due to the recent update and hence the files are missing, or if the folder permissions are incorrect with /wp-content directory.

I tried to delete the plugin to check how a re-installed version behaves, but I could notice a 500 error in the console which prevented deleting the plugin from the dashboard side.

Could you please manually delete the plugin via FTP, under /wp-content/plugins/snapshot-pro/, and then re-install the plugin to see whether you could still replicate the same issue?

If you still notice anomalies even after that, please do check whether the folders, and files have 755, and 644 permissions respectively.

Please do let us know how that goes so that we could check further if needed.

Kind Regards,

Nithin
Børge
- Flash Drive
- 67 pts: Hero points 35 pts: Rep. points LEVEL 2
Folder name is /wp-content/plugins/snapshot and not “snapshot-pro”. I have manually deleted that folder and installed Snapshot pro again. I have not enabled it, since I am not sure if it is safe to work. If there is a problem updating the plugin, it need to have some failsafe function so that it will not stop the whole page. This is a big client for me with a lot of page visits. Last time this happend, the site was down for many hours before I could react and open it again.

Please do some more tests and let me know. And as asked before, could this happen on all other sistes with this plugin installed?

Please let me know asap.
Nithin
- Support Wizard
- 3,228 pts: Hero points 25,695 pts: Rep. points LEVEL 30
Hi Børge,

Yes, it’s /snapshot folder and not /snapshot-pro, sorry about the typo. Regarding the issue noticed, it’s tough to say what exactly would have caused this, from the logs shared before it looks more like the plugin update got corrupted.

I do understand such issues might hamper your workflow, however, this isn’t a common scenario with the current update and could relate to many factors ie if there aren’t enough server resources or an issue specific within the server API side, or even unstable connection might have caused a partial plugin installation. I’m afraid, there isn’t a 100% effective way to avert such anomalies in every instance.

I checked in my other test installations, and I don’t see anything specific related to the current update causing an issue in general. Since I did see 500 error while deleting the plugin via the dashboard side last time, I checked further about the current memory limits and could notice the current server resources of the website for memory is 129M which is very low.

Maybe that might be one of the reasons, could you please create a php.ini file in the root folder, add the following rules in there:
```
upload_max_filesize = 128M

post_max_size = 256M

memory_limit = 512M

file_uploads = On

max_execution_time = 300
```
The root folder is where wp-config.php, htaccess files reside. Please check this link for more info:

https://wpmudev.com/blog/increase-memory-limit/

Once done, please do check whether you could delete the plugin via the dashboard without any issue. If yes, reinstall the plugin again via the WPMU DEV Dashboard to ensure the install via the dashboard side works fine and then check whether you notice any issues once activated.

It should work fine., if not, and still notice similar issue again after activation, then please do delete the plugin folder name via FTP, and share the website credentials so that we could check further.

You can send credentials by using our secure contact form: https://wpmudev.com/contact/#i-have-a-different-question

– To Mark to my attention, the subject line should contain only: ATTN: Nithin Ramdas

-WordPress admin username

-WordPress admin password

-login URL

-FTP credentials (host/username/password)

-link back to this thread for reference

-any other relevant URLs

Please do follow up on the ticket once you have sent the above credentials.

Kind Regards,

Nithin
Børge
- Flash Drive
- 67 pts: Hero points 35 pts: Rep. points LEVEL 2
https://prnt.sc/oo5oby

https://prnt.sc/oo5osw

Did exactly what you said. Put the php.ini with the code there, and tried to uninstall and install.

Now I have this problem. please advices ASAP. Site is DOWN. Urgent…
Nithin
- Support Wizard
- 3,228 pts: Hero points 25,695 pts: Rep. points LEVEL 30
Hi Børge,

Sorry to hear about that. I could notice the website is up at the moment. Just to be sure, it occurred after adding the php.ini file, or with activating the Snapshot plugin? Looks like PHP extension is missing from the given screenshot?

When I checked the System Resources, under WPMU DEV > Support > System Information. I could notice the memory_limit is still 129M

If the php.ini file was added correctly in the root folder, and still it's showing 129M as memory limit instead of 512M. Most probably the server doesn't support increasing the memory limit via php.ini file.

Is it possible to share the website credentials as mentioned in my previous reply so that we could further troubleshoot regarding what's being missed? We'll have to enable debug mode, and check the logs to have a better idea regarding what exact errors are causing the issue.

Please do follow up on the ticket once you have sent the above credentials.

Kind Regards,

Nithin

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