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Author Topic: URGENT - Site has disappeared - due to 3.4.1 upgrade???  (Read 552 times)
MurrayG
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« on: April 29, 2015, 09:21:18 PM »

I did not look at the site before the upgrade so cannot say it definitely was working before or not:

Used/administrator to run upgrade.  All reportedly successful nothing untoward in upgrade log file but site is now blank

here is transcript of interaction with hosting company:

Your Question: Assistance on SUPPORT #PJA-869-23716 please
Please wait and one of our operators will be with you shortly.
You are now chatting with Jack J - Customer Support
14:08Jack J:Welcome to QualityHostOnline Live Support. This is Jack from Tech Support. How may I help you today?
14:09Murray Grainger:The upgrade from Joomla 3.3.3 to 3.4.1 seems to have killed my site theocc.org.nz
14:09Jack J:We are checking on the ticket.
14:09Murray Grainger:Thanks
14:09Jack J:Could you please let us know how you did the update?
14:11Murray Grainger:Via the update option in the Joomla 3.3.3 control panel on the 'backend' theocc.org.nz/administrator page
14:11Jack J:Okay, let me check on this.
14:14Jack J:It looks like some coding issue with the index file. When I replace the same with a test page it seem to be working.
14:17Murray Grainger:Are you looking at a solution? What is next step? Do you need/have access to the directories of the site?
14:18Jack J:We have the root access. Let me check in detail.
14:18Murray Grainger:thanks
14:31Jack J:Please let me know if you have any backups available with you? we have a server backup from April 27
14:33Murray Grainger:I took a backup of the public_html before I started it is 20150430.zip and is in that folder. It is everything except the "sermons" folder as they are large files
14:35Jack J:Should we try and restore from our server backup? It is a complete account backup. I will backup the current one before proceeding.
14:36Murray Grainger:Yes please - There will not have been anything of importace changed since April 27
14:36Jack J:Okay, Thank you. Current site has been backed up in case.
14:38Jack J:Restoration is in progress, let me know when did you update the installation?
14:39Murray Grainger:I did the 3.3.3 to 3.4.1 update about 50 minutes ago
14:39Jack J:Okay.
14:48Jack J:We restored the backup from April 26, and the domain is still showing the blank page. This looks like a coding issue with the index file, since when the index file is replaced with the test file, it is loading fine.
14:49Jack J:Please contact your developer and check with the index file scripts.
14:51Murray Grainger:The /administrator page was working OK before the update and now is not so the restored site should now work on the /administrator page again. This would seem to suggest that it cannot be a coding issue and why would both index.php file corrupt identically at the same time as the update was done?
14:53Jack J:I was making some changes when you tried the administrator page. It was working before the restore, and is working fine now too.
14:53Jack J:http://theocc.org.nz/administrator/
14:53Jack J:Please clear the browser cache and try.
14:55Murray Grainger:OK, I have /administrator back
14:55Jack J:It was working fine before too, maybe you were trying at the time I was making some changes in the configuration.
14:56Murray Grainger:"No updates available""You already have the latest Joomla! version, 3.3.3."
14:56Murray Grainger:This is the same situation as we were in before the upgrade (no surprising)
14:57Jack J:Could you please let me know the admin password and username
14:57Murray Grainger:madmin/xxxxxxxxxx
14:58Jack J:Thank you, let me check.
15:09Jack J:I tried disabling the modules/plugins and enabling them back. Also checked the htaccess file. I recreated and restored the mysql database and user. The issue still exists.
15:10Jack J:Could you please have a check on the index page scripts as the older version of joomla is not working as well?
15:11Murray Grainger:IE suggests that the site is looking for http://theocc.org.nz/index.php?option=com_content&view=article&id=67 which is the 404 error page
15:11Murray Grainger:The index scripts etc come from the Shape5 template and are way beyond my expertise
15:12Jack J:In that case, please have your developer/programmer look at the scripts. We do not have expertise with coding.
15:13Murray Grainger:OK, thanks for all your help
15:13Jack J:You are welcome. Please update the ticket with your findings.
15:13Murray Grainger:Will do
15:13Jack J:Thank you for using QualityHostOnline Live Support. Do take care.

Opening in IE the site appears to be looking for http://theocc.org.nz/index.php?option=com_content&view=article&id=67.  ID67 is the 404 error page

Jank J's conclusion is that the index file is corrupt and thus must have been for some time since the restore from 27 April made no difference.

Can you assist pleas?
Many thanks
Murray


 
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MurrayG
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« Reply #1 on: April 29, 2015, 09:28:24 PM »

I went back to a copy from 29 March and uploaded the index.php file - made no difference (now called index_old.php) so it does not seem the issue is with the index file.

Murray
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MurrayG
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« Reply #2 on: April 29, 2015, 10:58:31 PM »

FYI
-----------------
Following our chat session, we restored the account to the backup available from April 26.

It looks like the older joomla version is having the issue as well.

When I try loading the domain with a test page, it is working fine.

The issue seem to be with the index page scripts, since I have checked on the plugins, databases, and the htaccess files.

Please have a check on the index page scripts, and the extensions, with the help of your developer/programmer and let us know how it goes.

Thank you.

Kind Regards,

Jack J
Customer Support
--------------------
Quality Host Online
Where Quality Matters
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mikenicoll
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« Reply #3 on: April 30, 2015, 08:34:48 PM »

Hello,

Does the site load with a default Joomla Template? What PHP version is running on the server?
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Mike Nicoll
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Shape 5 Team

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- Put your trust in the hands of our extremely qualified staff to get your job done right!


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MurrayG
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« Reply #4 on: May 01, 2015, 03:45:45 AM »

Server says: Current PHP version:  native (5.4)
The only template on the site is Risen Hope I deleted all others, clearly not the brightest move.


Thanks
Murray
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mikenicoll
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« Reply #5 on: May 01, 2015, 07:08:21 PM »

Hello,

Try removing the Risen Hope Template and reinstalling it via the Extension Manager. You are going to have to have your host adjust your max_upload size in the PHP settings to do this properly as right now it generates an error in the back end.

I also re-added the default J3.X template and it seems to load with the heading. This indicates your server is not pulling the files from the server for the Template due to a permissions error. Re-installing should reset the permissions.
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Mike Nicoll
------------
Shape 5 Team

- Need a great host for your website? We highly recommend siteground.com!


- Put your trust in the hands of our extremely qualified staff to get your job done right!


- Firebug is the most powerful web development and debugging tool, and it will save you a lot of time, frustration and forum questions:
Install Firebug
MurrayG
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« Reply #6 on: May 01, 2015, 09:31:37 PM »

1. Removed risen_hope using Extension Manager
2. Downloaded Shape5_Risen_Hope_template_current.zip from Shape5
3. Uploaded zip file to new folder on site using cPanel
4. Extracted files from zip using cPanel
5. Installed r_h using Extension Manager | Install from directory
6. System reported all installed correctly
7. Test site - blank

HuhHuhHuh

Thanks for your help, please advise
Murray
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mikenicoll
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« Reply #7 on: May 01, 2015, 09:38:10 PM »

Hello,

You should be able to just install the .zip directly from your desktop via the Extension Manager. That is why I said your host has to adjust your PHP upload settings to allow for a larger file upload size. You might be running into permissions errors with all the extracting you are doing.

I tested our latest Shaper/Template on my live server and there weren't any issues on my end.
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Mike Nicoll
------------
Shape 5 Team

- Need a great host for your website? We highly recommend siteground.com!


- Put your trust in the hands of our extremely qualified staff to get your job done right!


- Firebug is the most powerful web development and debugging tool, and it will save you a lot of time, frustration and forum questions:
Install Firebug
MurrayG
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« Reply #8 on: May 01, 2015, 10:42:57 PM »

1. Downloaded Shape5_Soul_Search_template_current.zip from Shape5
2. Uploaded zip file to new folder on site using cPanel
3. Extracted files from zip using cPanel
4. Installed S_S using Extension Manager | Install from directory
System messages:
"Warning: JInstaller: :Install: File already exists /home/theoccor/public_html/language/en-GB/en-GB.tpl_vertex.ini"
"Message: Installing template was successful."
5. Made S_S default in Template Manager | Styles | set as default
6. Tested - got a page that could be seen with my menus and content.
7. Made R_H default in Template Manager | Styles | set as default
8.Tested - got a blank page
9. Updated site to Joomla 3.4.1
10. Tested with S_S - got a site that could be read
11. Tested with R_H - blank

Why does R_H not like me anymore?  Huh

Murray
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MurrayG
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« Reply #9 on: May 01, 2015, 10:47:48 PM »

Quote
You should be able to just install the .zip directly from your desktop via the Extension Manager. That is why I said your host has to adjust your PHP upload settings to allow for a larger file upload size. You might be running into permissions errors with all the extracting you are doing.

Soul_Search worked OK by the process I used. Risen_Hope failed using exact same process.

Site now 3.4.1 and protostar works, S_S works, R_H fails.

Got me beat!

Murray
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MurrayG
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« Reply #10 on: May 01, 2015, 10:52:43 PM »

Have not checked absolutely EVERY folder/file but the dozens of permissions I have checked are folder = 0755, files = 0644
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MurrayG
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« Reply #11 on: May 01, 2015, 11:43:09 PM »

1. Requested increase in file upload size from QHO > now 8Mb
2. Removed R_H using Extension Manager | Manage
Message
Uninstalling template was successful.

3. Used Extension Manager | Install | Upload Package File to install "Shape5_Risen_Hope_template_current.zip"  from my PC
Message
Installing template was successful.

4. Went to Template Manager | Templates and selected "Preview" on R_H - got something on screen
5. Made R_H the Default
6. Tested - blank screen

HuhHuhHuhHuh??
Murray

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MurrayG
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« Reply #12 on: May 02, 2015, 04:33:31 AM »

The curious thing is that if you  choose "View Source" for the page there is 600+ lines of script.
If you type the url for any page e.g. http://www.theocc.org.nz/index.php/pages/online-giving (or any other suitable accurate URL) you get another blank page with 600+ lines of script behind it.

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MurrayG
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« Reply #13 on: May 02, 2015, 04:51:30 AM »

Since the template worked OK on your test and every page on mine was blank it seemed logical that the issue was not the scripts or css files but something unique to my site, ie my data. So, I went back through the site and thought about the most recent change. Found the last change, a menu item and un-published it - no change
Randomly clicked on Menu Manager | Menu Items | Rebuild and hey presto site is back
Published the menu item again - site disappeared.  (The menu item was tested OK when originally added)
Deleted the menu item - but noticed that it had a very strange Alias, a date followed by numbers maybe date - time ?
Rebuilt the item as text seperator - tested OK
Modified the item to be as it should > External URL > http://www.theocc.org.nz/newsletters/Beacon.pdf > open in new window
Saved, tested - site blank
Unpublished menu item [OCC Beacon] and site returned to normal

Can you please explain why this menu item causes this havoc?

Cheers
Murray
 
« Last Edit: May 02, 2015, 05:24:32 AM by MurrayG » Logged
MurrayG
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« Reply #14 on: May 02, 2015, 04:58:04 PM »

Also, since the reloading of the template (or upgrading of Joomla) the ion icons have disappeared from the footer area  "Get In Touch" and all but one have disappeared from the "We are passionate about our community"  (only the headphones icon shows).  On hover the link icon shows up on all of these.

Please advise on recovery of these items.

Thanks
Murray
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