Manually upload the support bundle

Type: Bitnami Support Tool

Description:
I’m having an issue with WP multisite so ran the support tool, which failed to upload the bundle on its own and did not generate an ID. I would like to manually upload the support bundle via Google Drive. Would appreciate any assistance in this matter.

Hi @gubblebumsorm,

Thanks for using Bitnami. Before manually uploading the bnsupport bundle, can you give a new try to the auto-upload feature? Try stopping the services before running the tool, please

sudo /opt/bitnami/ctlscript.sh stop

then run the tool, and start the services again

sudo /opt/bitnami/ctlscript.sh start

In case it worked, please open a new “technical issue” thread in the forum using the generated code in the process.

If the automatic upload doesn’t work this time either, please upload it to your own Dropbox or Google Drive account by following the next guide

https://docs.bitnami.com/installer/how-to/understand-bnsupport/#manually-upload-the-bitnami-support-tool-bundle

please post a new message here when you have uploaded it, and we will send you a private message so you can share the link privately with us.

Hi @gongomgra,
Automatic upload still didn’t work. I have uploaded the bundle to google drive, will share the link with you whenever convenient.

Hi @gubblebumsorm,

Thanks for your message. I sent you a private message so you can share the bnsupport bundle with us. Once you reply the private message, please post a new message in this public thread so we can get notified by our tracking system.

Also, please post as much information as possible about your issue.

Hi @gongomgra, have replied to your PM with the link.
The issue is that I cannot login or access the multisite network admin.
Here is the link:http://65.1.67.121.nip.io/wp-admin/
The other sites on the multisite work fine.

Hi @gubblebumsorm,

Thanks for the bnsupport bundle. I checked it and I have some questions. The bnsupport bundle found errors trying to get some information out of your machine

-----------------------------------
Get the ctlscript status
-----------------------------------
Running: ./ctlscript.sh status
In: /opt/bitnami
Error:
Exitcode:

This is usually found in low memory servers (with 512MB). If that’s your case, can you use a bigger instance? It should help the bnsupport tool to retrieve the information. Also the auto-upload process to our systems may be having issues due to this.

Regarding the website access, I’m getting a too many redirects error when trying to visit the provided URL, which makes me think there must be a misconfiguration between the wp-config.php file and the WordPress database. Can you run the next commands in your server and share the output with us? It will query the database for the configured domains. It will prompt you for the DB_PASSWORD value in your wp-config.php file

sudo mysql -u bn_wordpress -p -e "USE bitnami_wordpress; SELECT option_name,option_value FROM wp_options WHERE option_name='siteurl' OR option_name='home';"

sudo mysql -u bn_wordpress -p -e "USE bitnami_wordpress; SELECT domain FROM wp_blogs WHERE blog_id = '1';"

Yes, the server is 512 mb.

Here’s the output of the commands you provided:

~$ sudo mysql -u bn_wordpress -p -e "USE bitnami_wordpress; SELECT
 option_name,option_value FROM wp_options WHERE option_name='siteurl' OR option_name='home
';"
Enter password: 
+-------------+---------------------------+
| option_name | option_value              |
+-------------+---------------------------+
| home        | http://65.1.67.121.xip.io |
| siteurl     | http://65.1.67.121.xip.io |
+-------------+---------------------------+

bitnami@ip-172-26-7-219:~$ sudo mysql -u bn_wordpress -p -e "USE bitnami_wordpress; SELECT domain FROM wp_blogs WHERE blo
g_id = '1';"
Enter password: 
+--------------------+
| domain             |
+--------------------+
| 65.1.67.121.xip.io |
+--------------------+

I see that it should be nip.io, not xip. Could you please help me understand how to fix this issue?

Hi @gubblebumsorm,

Thanks for your message. You can update the database values by running the next commands. It will prompt for the same password than the previous commands

sudo mysql -u bn_wordpress -p -e "USE bitnami_wordpress; UPDATE wp_options SET option_value='http://65.1.67.121.nip.io' WHERE option_name='siteurl' OR option_name='home';"

sudo mysql -u bn_wordpress -p -e "USE bitnami_wordpress; UPDATE wp_blogs SET domain='65.1.67.121.nip.io' WHERE blog_id='1';"

EDIT: fixed typo in mysql command

Hi @gongomgra, ran these commands and updated the database values. Unfortunately I’m still getting the same redirect error. What do you think the problem could be?

Hi @gongomgra, ran these commands and updated the database values. Unfortunately I’m still getting the same redirect error. What do you think the problem could be?

Confirming that the changes are reflected:
sudo mysql -u bn_wordpress -p -e “USE bitnami_wordpress; SELECT
domain FROM wp_blogs WHERE blog_id = ‘1’;”
Enter password:
±--------------------------+
| domain |
±--------------------------+
| http://65.1.67.121.nip.io |
±--------------------------+

Hi @gubblebumsorm,

Thanks for your message. Checking the commands I shared, I think there is a typo in the second command. It is adding the http:// string to the value, but according to your previous results it shouldn’t be needed. Can you run the updated command below?

sudo mysql -u bn_wordpress -p -e "USE bitnami_wordpress; UPDATE wp_blogs SET domain='65.1.67.121.nip.io' WHERE blog_id='1';"

After that, please restart all services and then try to access your website again.

sudo /opt/bitnami/ctlscript.sh restart

It worked! I can now access the network admin dashboard. Thank you so much for your help, really appreciate it. :smiley:

Hi @gubblebumsorm,

Thanks for the info. I’m glad you fixed your issue! We will close this thread as solved. Please do not hesitate to open a new one with any other questions you may have.