504 gateway time out - Wordpress Multi-Site

shaun 2019-09-10 19:18:24 UTC #1

Keywords: WordPress Multisite - AWS - Technical issue - Other
bnsupport ID: 4729998f-78d2-f1d5-e9ca-69d4038e6c48
Description:
Good day,

I am using WP ALL Import to upload data to my website.

I have been using this method and it has been working for over a year.

All of a sudden my website times-out when I try to initiate the import. The API and token everything is fine if I check.

It seems like my server is causing the problem.

Please can you give me instructions to use a tool to send you a log to check what is causing the problem please?

shaun 2019-09-10 19:20:40 UTC #2

I managed to use the support tool by following instructions on this page --> https://docs.bitnami.com/virtual-machine/how-to/understand-bnsupport/

Please see my code and advise what is causing my website to time-out when I run the import.

I appreciate the assistance, thank you.

michiel 2019-09-11 08:43:57 UTC #3

Hi @shaun,

Can you paste the code ID that the bnsupport tool outputs, here?

Regards,
Michiel

shaun 2019-09-11 15:24:25 UTC #4

This really sucks, I waited a day for you to respond only to find out the instructions from Bitnami are not the correct ones.

How would I paste the code now? I have no idea, I just followed these instructions --> https://docs.bitnami.com/virtual-machine/how-to/understand-bnsupport/

This is what the page says --> Finally, the tool will upload the information collected to a secure bucket which is only accessible by Bitnami Support agents. It is only necessary to share the code printed by the tool with the agent in your Bitnami Support ticket.

Why now do I need to post the output, it doesn't explain how and now I have to wait another day for a response then I can only post after you reply, This will turn into days.

Please just help if you can?

shaun 2019-09-12 20:55:40 UTC #5

Is this where the help ends? I thought the code is accessible by Bitnami technicians?

michiel 2019-09-13 08:42:54 UTC #6

Hi Shaun,

When you execute the bnsupport tool it outputs a code at the end, of around 32 digits. That said, I just saw there is already a code attached to the first reply. My apologies for not seeing that before. Regarding this issue, are you using the Pro version of the WP ALL plugin
or a free version. If it's a free version, could you tell me the exact steps you took so I can try to reproduce the issue?

Regards,
Michiel

shaun 2019-09-14 06:21:14 UTC #7

Hi Michael,

All I am doing is running the import. It seems to be working on my other sites on my same server because I am running a Wordpress Multi site.

Is there no error or performance issue you can pick up from the code I sent you?

It just times out and then the websites gets a 504 error after a few minutes I can refresh the website and it comes back again.

Run bncert-tool

michiel 2019-09-16 08:11:47 UTC #8

Hi @shaun,

I'm forwarding the issue to another team, they will update the topic or request additional information.

Please, click on if you think my answer was helpful

shaun 2019-09-16 21:39:08 UTC #9

Sorry I can't click on the heart to say it was helpful because after 5 days the only response is that it will be transferred to someone else.

This does not help me unfortunately.

shaun 2019-09-18 23:15:49 UTC #10

@michiel I am starting to believe that this never got transferred to anyone else. I don't understand how this thread gets lost and nobody from Bitnami picks this up?

This is very poor, I wish this wasn't the case because I always believed that Bitnami was efficient and helpful.

I really don't understand how threads go unanswered and ignored.

shaun 2019-09-18 23:17:51 UTC #11

I sent my output code from day 1 in my subject, I dont know why this was ignored. To second that, the code wasn't looked at and nobody from Bitnami has given any kind of feedback is disappointing.

jloramas 2019-09-19 07:31:40 UTC #12

Hello @shaun,

I would like to apologise for the sequence of miss-understanding in this support thread as well as for a technical issue in our internal process, which has lead to have this case unattended for a while. I'm really sorry about that.

I'll ensure your case is properly escalated to the team.

Best regards,

Jose L. Oramas
Engineer Manager

jota 2019-09-19 09:35:03 UTC #13

Hi @shaun,

Sorry for the delay in getting back to you. We've been evaluating the information in the Apache's log file and found many Pagespeed errors.

[Tue Sep 10 19:05:53.740434 2019] [pagespeed:warn] [pid 18609:tid 140362215487232] [mod_pagespeed 1.9.32.14-0 @18609] Waiting for completion of URL http://172.31.32.54/ for 15.068 sec.                                                                                                                                      [Tue Sep 10 19:05:54.104513 2019] [pagespeed:warn] [pid 18609:tid 140362526787328] [mod_pagespeed 1.9.32.14-0 @18609] Waiting for completion of URL http://citydeepauto.co.za/wp-content/plugins/page-views-count/assets/js/pvc.backbone.min.js?ver=2.1.3 for 5.033 sec.
[Tue Sep 10 19:05:54.144298 2019] [pagespeed:warn] [pid 18609:tid 140361980491520] [mod_pagespeed 1.9.32.14-0 @18609] Waiting for completion of URL http://citydeepauto.co.za/inventory/?make=mercedes-benz for 10.033 sec.                                                                                                   [Tue Sep 10 19:05:54.270142 2019] [pagespeed:warn] [pid 18609:tid 140361955313408] [mod_pagespeed 1.9.32.14-0 @18609] Waiting for completion of URL http://citydeepauto.co.za/inventory/?condition=&make=&max_price= for 15.104 sec.
[Tue Sep 10 19:05:54.351414 2019] [pagespeed:warn] [pid 18609:tid 140362341377792] [mod_pagespeed 1.9.32.14-0 @18609] Fetch timed out for http://citydeepauto.co.za/wp-content/plugins/stm_vehicles_listing/assets/css/frontend/owl.carousel.css,qver=5.2.3.pagespeed.ce.TZw3JYsjaq.css
[Tue Sep 10 19:05:54.352175 2019] [pagespeed:warn] [pid 18609:tid 140362341377792] [mod_pagespeed 1.9.32.14-0 @18609] http://citydeepauto.co.za/wp-content/plugins/stm_vehicles_listing/assets/css/frontend/owl.carousel.css,qver=5.2.3.pagespeed.ce.TZw3JYsjaq.css resource_404_count: not found (404)                       [Tue Sep 10 19:05:54.353569 2019] [pagespeed:warn] [pid 18609:tid 140362064418560] [mod_pagespeed 1.9.32.14-0 @18609] Waiting for completion of URL http://citydeepauto.co.za/wp-content/uploads/sites/14/2019/07/CD20993A-640x466.jpg for 5 sec.
[Tue Sep 10 19:05:54.594805 2019] [pagespeed:warn] [pid 18609:tid 140362089596672] [mod_pagespeed 1.9.32.14-0 @18609] Waiting for completion of URL http://citydeepauto.co.za/favicon.ico for 20.097 sec.
[Tue Sep 10 19:05:55.702353 2019] [pagespeed:error] [pid 18609:tid 140362299414272] [mod_pagespeed 1.9.32.14-0 @18609] Slow read operation on file /opt/bitnami/apache2/var/cache/mod_pagespeed/v2/citydeepauto.co.za/http,3A/,2Fcitydeepauto.co.za/wp-content/uploads/sites/14/2019/07/xCD20993C-640x466.jpg.pagespeed.ic.C8viufC_SN.webp,: 367.693ms; configure SlowFileLatencyUs to change threshold\n
[Tue Sep 10 19:05:57.462856 2019] [pagespeed:error] [pid 18609:tid 140361921742592] [mod_pagespeed 1.9.32.14-0 @18609] Slow read operation on file /opt/bitnami/apache2/var/cache/mod_pagespeed/v2/citydeepauto.co.za/http,3A/,2Fcitydeepauto.co.za/wp-includes/js/wp-emoji-release.min.js,3Fver=5.2.3,: 405.397ms; configure SlowFileLatencyUs to change threshold\n
[Tue Sep 10 19:05:58.160505 2019] [pagespeed:error] [pid 18609:tid 140361921742592] [mod_pagespeed 1.9.32.14-0 @18609] Slow read operation on file /opt/bitnami/apache2/var/cache/mod_pagespeed/v2/citydeepauto.co.za/http,3A/,2Fcitydeepauto.co.za/wp-content/themes/motors/assets/images/radio.png,: 324.826ms; configure SlowFileLatencyUs to change threshold\n

It seems that the plugins or theme you use are not fully compatible with Pagespeed and that's why Apache shows those errors in the logs. You have some options now:

Flush the Pagespeed cache and see if the errors are resolved. This way you will keep using Pagespeed

https://docs.bitnami.com/aws/apps/wordpress/administration/use-pagespeed/#flush-the-pagespeed-cache

If the previous doesn't work, disable Pagespeed completely

https://docs.bitnami.com/aws/apps/wordpress/administration/use-pagespeed/#disable-pagespeed

I didn't see any other error in the Apache's log and I just accessed your site and it loaded properly

http://citydeepauto.co.za

Do those 504 error messages appear only when browsing some specific pages? Maybe those pages make use of a plugin you installed and that can be the reason as I mentioned above.

Let us know if that solves the issue.

Thanks

jota 2019-09-19 09:41:06 UTC #14

Hi again @shaun,

The problem can be also related to the performance of the instance. You are using a 1GB of RAM instance and I noticed that the performance was not so good when browsing through your page. These performance issues may be resolved when you disable Pagespeed but you should take into account the idea of increasing the specifications of the instance if you continue running into this performance problems.

https://docs.bitnami.com/aws/faq/administration/change-server-type/

Thanks

shaun 2019-09-19 20:04:25 UTC #15

Hi @jota

I am using a mirco instance but what is strange is that I never had this issue before and it just started from nowhere.

If I disable pagespeed will it increase my speed if it does what is the point of using it?

Another one of my sites turtlewax.co.za is also slow, its all on the same instance as I am using a Wordpress Multi-Site.

shaun 2019-09-19 20:05:45 UTC #16

Hello @jloramas I really appreciate you following up and getting back to me. I really do enjoy everything Bitnami has to offer and I would much prefer to stay using it.

jota 2019-09-20 06:56:15 UTC #17

Hi @shaun,

Well, please note that using a micro instance every "small" change can affect to the performance of the server (if the number of requests increase, if it needs to load more images, if you are using more plugins, ...) that's why I suggested you to increase the server type (a micro instance should be used only for development).

Pagespeed is a cache mechanism that allows you speed up the responses for every request but you can also find issues with some WordPress' plugins or themes that do not support it properly, that's why I mention to disable it and check how the site behaves.

As I mentioned before, a micro instance is really small for a production site and more if you are using WordPress Multisite that requires more resources than the regular one. Probably that other site is slower because you have more data or you are using different plugins/theme, is this correct?

system 2020-01-14 19:31:42 UTC #18

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