Error 500 - No Access - The Jamroom Network

@michaelcawood
6 years ago
77 posts

Hi.

I'm getting this error when I try to visit or access my Jamroom site. I can't even login to make any changes.

Error 500 - Internal Server Error
An error was encountered while processing your request. Typically this is a temporary condition. Please contact the web site owner for further assistance.

http://animatedfilmmakers.com/devilsangelsanddating
http://animatedfilmmakers.com/devilsangelsanddating/user/login

Can anyone offer any tips to help me resolve this? Thanks.

Mike

updated by @michaelcawood: 08/16/19 01:19:41PM

@michaelcawood
6 years ago
77 posts

I've been pretty diligent about updating Jamroom and my other WordPress sites. I had another WordPress site give me issues recently, which I suspect was related to a recent update WordPress put out. My Jamroom site is stored in a folder under one of my WordPress sites... I don't know if that would affect anything.

@paul
6 years ago
4,325 posts

These are server errors. I’d suggest the first thing to do is to look at your server error logs to see if there any indications of the problems there.
Jamroom should be able to run in its own subfolder, but again the error logs may give some clues about this.
Hth

--
Paul Asher - JR Developer and System Import Specialist

@michaelcawood
6 years ago
77 posts

Thanks Paul... I'm not sure where to find those... but I'll go hunting on the cPanel

@michaelcawood
6 years ago
77 posts

It looks like the server error says the index file is missing.

public_html/animatedfilmmakers/devilsangelsanddating/: No matching DirectoryIndex (index.html,index.php,sitemap.xml,modules/jrCore/router.php) found,

@michaelcawood
6 years ago
77 posts

Looking in the folder there is no index.php file or anything similar.

@michaelcawood
6 years ago
77 posts

I see a repair.php.html file. Is that something I should look into?

@michaelcawood
6 years ago
77 posts

I've been in touch with the hosting company and they say they don't have a backup to restore from.

@michaelcawood
6 years ago
77 posts

Does this look like a complete list of files in the root folder?

@paul
6 years ago
4,325 posts

Hi - That file list looks ok. Note that Jamroom doesn't have an index.php or .html file in its roots folder, the .htaccess file handles the initial routing.
I'm getting a 403 error when accessing http://animatedfilmmakers.com/devilsangelsanddating - That is 'forbidden', so I'm guessing that this issue is down to folder permission and/or ownership problems so check that the folder is viewable by the public.
hth

--
Paul Asher - JR Developer and System Import Specialist

@michaelcawood
6 years ago
77 posts

I wouldn't know how to check that. It's always worked before... it's been working for years. Only in the last few weeks has it been an issue.

@paul
6 years ago
4,325 posts

Sorry - I was assuming that this is a new Jamroom install in a new sub-folder. Are you saying that it has been working for years and has only been doing this for the past few weeks?
Notwithstanding that, the issue is still the same, so presumably either you or your host did something to change things. Making that Jamroom folder viewable should be straightforward and something your host can do for you.
Suggestion -
1) Temporarily add a file called index.html to the folder with the following content -

<html>
<head>
<title>Test Page</title>
</head>
<body>
<h1>Hello World!!</h1>
</body>
</html>

2) Temporarily rename the .htaccess file to saved.htaccess
3) Contact your host asking them to fix up the permissions for this folder. When you can access http://animatedfilmmakers.com/devilsangelsanddating and see 'Hello World!!' you know this is now working.
4) Delete the temporary index.html file and revert the saved.htaccess file to its original .htaccess
5) You should now see your Jamroom site.
hth

--
Paul Asher - JR Developer and System Import Specialist

@michaelcawood
6 years ago
77 posts

Thanks Paul... I followed the steps above and "Hello World" shows just fine... as there are presumably no permission issues.

@michaelcawood
6 years ago
77 posts

So there must be some other issue.

@michaelcawood
6 years ago
77 posts

Does the .htaccess file look ok?

# Jamroom 5 Apache .htaccess file
DirectoryIndex index.html index.php sitemap.xml modules/jrCore/router.php

Options +FollowSymLinks
Options -MultiViews -Indexes

# Use ETags

Header unset ETag
FileETag None
# Expires for CSS, JS and Images

Header set Expires "Thu, 15 Apr 2018 20:00:00 GMT"

# Compress everything we can

AddOutputFilterByType DEFLATE text/html text/plain text/xml text/css text/javascript text/javascript-x application/javascript

# All requests through the router

RewriteEngine On
RewriteCond %{REQUEST_FILENAME} !-d
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-l
RewriteRule ^(.*)$ modules/jrCore/router.php?_uri=$1 [NC,L]

@paul
6 years ago
4,325 posts

That .htaccess file is looking pretty old. What version of the Jamroom Core are you running?
This is the current one -

# Jamroom Apache .htaccess file
DirectoryIndex modules/jrCore/router.php

Options +FollowSymLinks
Options -MultiViews -Indexes

# Use ETags
<IfModule mod_headers.c>
Header unset ETag
FileETag None
# Expires for CSS, JS and Images
<FilesMatch ".(ico|jpg|jpeg|png|gif|js|css|swf)$">
Header set Expires "Thu, 15 Apr 2020 20:00:00 GMT"
</FilesMatch>
<FilesMatch ".(eot|ttf|otf|woff)">
Header set Access-Control-Allow-Origin "*"
</FilesMatch>
</IfModule>

# Compress everything we can
<IfModule mod_filter.c>
AddOutputFilterByType DEFLATE text/html text/plain text/xml text/css text/javascript text/javascript-x application/javascript
</IfModule>

# All requests through the router
<IfModule mod_rewrite.c>
RewriteEngine On
RewriteRule ^modules/.*\.tpl$ - [F,L,NC]
RewriteRule ^skins/.*\.tpl$ - [F,L,NC]
RewriteCond %{REQUEST_FILENAME} !-d
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-l
RewriteRule ^(.*)$ modules/jrCore/router.php?_uri=$1 [NC,L]
</IfModule>

--
Paul Asher - JR Developer and System Import Specialist

@michaelcawood
6 years ago
77 posts

I don't have way to check ...that I know of since I can't log in. But I have been updating it very regularly until just a few weeks ago when it stopped letting me log in.

Should I update the file to that code?

@paul
6 years ago
4,325 posts

Not yet.
Have you tried running the repair script and manually clearing caches?

https://www.jamroom.net/the-jamroom-network/documentation/troubleshooting/114/somethings-wrong-what-do-i-do

Scroll down to the "If you cannot get in to the ACP" section.

--
Paul Asher - JR Developer and System Import Specialist

@michaelcawood
6 years ago
77 posts

Thanks Paul. But I just got this error:
Fatal error: require_once(): Failed opening required '/home/micha316/public_html/animatedfilmmakers/devilsangelsanddating/modules/jrCore/include.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/micha316/public_html/animatedfilmmakers/devilsangelsanddating/repair.php on line 57

@michaelcawood
6 years ago
77 posts

Are there any other steps I can take to help narrow down this issue and find out where the problem might lie?

@michael
6 years ago
7,692 posts

michaelcawood:
Thanks Paul. But I just got this error:
Fatal error: require_once(): Failed opening required '/home/micha316/public_html/animatedfilmmakers/devilsangelsanddating/modules/jrCore/include.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/micha316/public_html/animatedfilmmakers/devilsangelsanddating/repair.php on line 57

That is saying that the jrCore module is not installed correctly. There should be an include.php file in the jrCore/include.php location. If there is not the system can't run.

Try re-uploading all the files to the server.

@michaelcawood
6 years ago
77 posts

I'm looking in the following folder and there's no include.php file in there
data > cache > jrCore

@michaelcawood
6 years ago
77 posts

What files would I be re-uploading? From where? Do you have a resource of Jamroom files I can pull from?

@michaelcawood
6 years ago
77 posts

There is an Include.php file in this folder
modules > jrCore-release6.1.12b4

@michael
6 years ago
7,692 posts

You can download the core files from here:
https://www.jamroom.net/products

the "DOWNLOAD OPEN SOURCE" button.

@michaelcawood
5 years ago
77 posts

Should I be selective about what I upload? Or upload everything? How do I preserve my preferences and site setup?

@michael
5 years ago
7,692 posts

upload the /modules directory over top of whatever is there now.

When jamroom updates via the marketplace it takes whatever is at
/modules/jrCore

and moves it to
/modules/jrCore-version-6.?.?

Then adds a symlink to point to that location.

If you upload the /modules you will overwrite the symlink with a new folder which will be symlinked to again when you update via the ACP marketplace system.

All your data is in the database and safe.

@michaelcawood
5 years ago
77 posts

I renamed the old modules folder to modules_OLD then used FTP to upload the latest modules folder. That all worked but I get Error 500 when I try to visit it.

@michael
5 years ago
7,692 posts

500 error is an "Internal Server Error". somethings not configured correctly. The issue will be found in your servers error logs.

@michaelcawood
5 years ago
77 posts

Yes we've already been through that one. The error is posted above and refers to a missing index file, which you guys say Jamroom doesn't require.... leading us to here. Do you have any other suggstions?

@michael
5 years ago
7,692 posts

if the 500 error is saying "you dont have an index.php file" then the issue is mod_rewrite is not enabled.

@michaelcawood
5 years ago
77 posts

Thanks Michael... where does the mod_rewrite live as a setting to toggle on or off? I searched for it on my host site and all I could find was this:
https://www.webhostinghub.com/help/learn/website/general-server-setup/is-modrewrite-supported

Is it something that's activated via .htaccess? I posted my .htaccess file above. Do I just add this to it "sudo a2enmod rewrite", if so does it matter where in the file?

By the way, Happy New Year and thank you to both Michael and Paul for all your help so far. Much appreciated.

@michael
5 years ago
7,692 posts

not sure where it would be on your server. This is our guide to setting up a server:

https://www.jamroom.net/brian/documentation/contents

But if your server has cpanel the steps probably are not the same. Best place for server support is your hosting company, they'll have the most knowledge of your server.

sudo a2enmod rewrite

is what someone with root access does from the command line of the terminal in your server, not something that goes into .htaccess.

Sorry this is such a hassle for you. if you have "softaculous" as a button in your cpanel, then it has jamroom in it and should be 1 click installation.

@michaelcawood
5 years ago
77 posts

Note from my Hosting company:
"Are you viewing the page in Chrome or a Chome-based browser? If so, it is showing you a 500 error, but that is actually not a 500 SERVER error. If a page is blank, Chrome will say 500 error but if you view it in a browser like firefox then it shows a blank page. This is not an actual 500 server error however."

The page is blank in Firefox so maybe it's not a server error.

@michael
5 years ago
7,692 posts

Send me the site location along with the login details to login to the ACP if thats been created yet and I'll take a look.

If you've done any alterations to the skin then that could be a place to look if its not a 500 Server error.

if you've left any smarty tags open that could cause issues.

So the best bet would be to use all standard stuff to get it all working again then go from there to figure out the cause of the issue.

--edit--
send the info to support at jamroom dot net along with a link to this thread.
updated by @michael: 01/08/19 06:04:48PM

@michaelcawood
5 years ago
77 posts

I've been busy for a while so haven't been able to follow through with this. But the site is still offline and I'm no closer to figuring out why. Do you think I could make a copy of the folders, re-install Jamroom and then transfer over the original files somehow?

@michael
5 years ago
7,692 posts

if you send the login details, I can login and take a look.

@michaelcawood
5 years ago
77 posts

The login page doesn't work, so there's nothing to log into... unless you're referring to my hosting provider?

@michael
5 years ago
7,692 posts

both.

As I understand it, the white page is caused by something in the jamroom system and its not really a 500 SERVER error.

The easiest recommendation from my end is: Use Jamroom Hosting, it works. ( you can create a server from here https://www.jamroom.net/michaelcawood/hosting/create )

But if you'd like me to check out your server to see if there is anything that jumps out at me as to why its not successfully running jamroom, I can do that if you send me your login codes.

Not promising to fix your server, just going to have a quick look to see if its anything obvious. My first guess would be: corrupt template file thats not been uploaded properly, second guess would be: check and manually clear the caches, third guess would be to try another default skin.

2tunes
@440music
5 years ago
20 posts

michaelcawood:
Hi.

I'm getting this error when I try to visit or access my Jamroom site. I can't even login to make any changes.

Error 500 - Internal Server Error
An error was encountered while processing your request. Typically this is a temporary condition. Please contact the web site owner for further assistance.

http://animatedfilmmakers.com/devilsangelsanddating
http://animatedfilmmakers.com/devilsangelsanddating/user/login

Can anyone offer any tips to help me resolve this? Thanks.

Mike

I just took a quick look at your links and got a white page for log-in which means you're no longer getting the error 500 that's a step in the correct direction.

You've tried repair.php and that didn't correct the error
dedicated server or shared hosting?
What admin panel are you using Plesk, C-Panel or ?
Flavor of Linux and version (CentOS, Debian, Mac, Ubuntu)
The more you can tell me the better I can help you get up and working again, no one likes to be down

@michaelcawood
5 years ago
77 posts

Hi 2Tunes, here's some answers to your questions.

"Dedicated server or shared hosting?"
- I"m not sure what the difference is. I pay for hosting through a service.

"What admin panel are you using Plesk, C-Panel or ?"
- C-panel

"Flavor of Linux and version (CentOS, Debian, Mac, Ubuntu)"
- Sorry I don't know. How would I find that out? Does it really matter?

I hesitate to offer login details for obvious reasons. Unless someone is willing to schedule a time to video chat and go through the problem with me at some point.

Other than that I'm considering starting the whole site from scratch and trying to copy over the old data... of course that might be a waste of time. Unfortunately it could take a very long time to get to the point I have time to do all of that. This site is a charitable hobby for me, offering experience and expertise to other people so I'm trying to keep it's time and financial costs to me low. It has already cost me greatly. I chose Jamroom because it was a way to have a one time cost that could continue to benefit the world without too much intervention from me after it's setup. I'm still keeping my fingers crossed this is an easy fix... otherwise this site might be offline for years to come.

2tunes
@440music
5 years ago
20 posts

sorry Michael some of my questions were already answered.
c-Panel has a link to your database PHPMyAdmin go there and back up your JamRoom database
you can back up to the local server(your web hosting backup location) or download it to your home computer. I do both but I make backups of backups and back up again. That 20 years of Internet Music wisdom speaking and I remember when we were excited about pictures.

Next log in with your ftp client
and copy all the files on the server to your local computer, you'll want to create a folder and name it Web-Site anything you want as long as you know where it is.
the configuration file is in data/config/config.php be double sure you have a back up of this file
Now upload the new files to the JR directory on the server/hosting service
now you're almost ready to start fresh, 1 decision yet to make do you create a new database and import the current or use repair to connect. Thank's an answer that Paul or Micheal would have more experience with

@michael
5 years ago
7,692 posts

My working theory is: Its something broken in a template.

@michaelcawood
5 years ago
77 posts

Hi 2Tunes. I'm not clear on what action you're proposing taking. It sounds like you're saying download it, then re-upload it. I'm not clear on how that changes anything. Do you mean that I download it, reinstall a fresh Jamroom then upload something specific to get my custom Jamroom working again? Is that what you meant?

@michaelcawood
5 years ago
77 posts

Without a suggested solution to try I'm leaning towards moving all the files out of the folder and fresh installing Jamroom. Is there a way to then import the old data into the fresh install? At least some of it?

@michaelcawood
5 years ago
77 posts

Unfortunately I may have to call the time of death on my website and admit that I'll have to build something else to replace it. I have no more leads on how to recover my Jamroom website.