Troubleshooting Site Issues

OpenSRS Cloud Hosting is currently in closed beta and is available only to participating resellers. To sign up for Cloud Hosting, visit opensrs.com/hosting

Below is a helpful guide to resolve common website issues.

Temporary 404 Errors While Site Is "Inactive"

Description: If your site has been deactivated, visitors will see a 404 error until it is reactivated. This is expected behaviour for any site with an Inactive status.

Troubleshooting Steps:

1. Log in to the Hosting Manager and locate the affected site.
2. Navigate to the Site Settings tab and reactivate the site.

Temporary 503 Errors While Site Is in "Processing" State

Description: If your site is displaying a "Processing" tag, it is currently applying changes such as being deployed, activated, or deactivated. Brief 503 errors during this time are expected.

Troubleshooting Steps:

1. Wait a few minutes for the action to complete.
2. Refresh the page. The error should clear automatically once processing is done.

Persistent 503 Errors Due to Misconfigured Websites

Description: If 503 errors are ongoing and the website has not been compromised, they may be caused by an incompatible plugin, theme, or database issue.

Troubleshooting Steps:

1. Log in to WordPress Admin and disable plugins or themes one at a time to identify whether one may be causing the crash.
2. Log in to phpMyAdmin and check for database misconfigurations.
3. Log in via SFTP and verify that no required files or folders are missing.
4. If you identify the cause, fix it and confirm the site recovers.
5. If the issue continues, restore the site from a known-good backup by navigating to the Backups tab, selecting a backup, and clicking Restore.
6. If no clean backup is available, see Rebuilding from Scratch below.

Persistent 503 Errors Due to Compromised Websites

Description: If 503 errors are ongoing and you suspect the site has been compromised through a vulnerability or exposed credentials:

Troubleshooting Steps:

1. Restore the site from a known-good backup by navigating to the Backups tab, selecting a backup, and clicking Restore.
2. If no clean backup is available, see Rebuilding from Scratch below.

Rebuilding from Scratch

If no usable backup exists, the safest path forward is to delete the affected site and redeploy with a clean install. Remember to remove your domain from the existing site so it can be added to the new one. You can then reimport your content using the Import Tool.

Support Escalation

If the issue remains unresolved after following these steps, contact our support team at cloudhosting@opensrs.com with the following details:

• Site URL
• Date the issue was first noticed
• Date the site last worked correctly
• Error type or message
• Steps already attempted

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