WEBSITE WENT SUDDENLY DOWN... Need help decoding the error message.

[movieseals]

The website was working fine and we did not install anything new or mess with anything but suddenly, both the front end and the back end are giving us a 500 error.  I checked the logs on the server but cannot see what could be causing this.  Please see pasted below the error 500 code that the backend gives me:

cN1zRFhfZ9I=H/FWb3RjL/I=V3EuCMK6dx0=uC+4nZQghtM=uMMcIEcWO2Y=9sIXsxbEeYM=vzHl63txEhM=UI5duNOaOKM=IO5RXwqARII=TjI7aeJQeOE=NuNNuRNQ5Is=hd9xCY3UlGU=HDWEVXPywkQ=dvBIKOzE3H0=/XYAbYYVRaQ=Ul1V8GiNt4c=/tL3FokzZVg=asWajSIGumM=DtLma2Lhv1s=5lchTViguls=lVv5tl4Nphk=fI0h1CBpAS0=MMG+z8MlEyQ=8qquABQuFGQ=S8B59YqF45k=kcg7y7ZZmlo=VAOi6ohL6as=jd0cTrWin6c=ieH9Cp6Cjis=UWitEjSS3bg=11+I2/4RCcc=uIGsc1n+pgk=IAjXira6r2s=X55300WRUo4=gFypScFtYS8=PJF8Dj3i2CM=TqMnmOj/zbM=PPM8EpDt0KY=ryHkT24MxrQ=3XNUoZDujp4=+mwYtNsB9ds=JZyIHpaHgQY=pl3VrTAhBJ0=qgn85wLVwTw=OAzmkKOtj/w=WE8kjFAhQcU=kFLkzGhVqNM=to/kh/LBoZE=v02TUcWp7Ng=wCYHbdrh134=JtA4XCg2584=e60HftXGVyc=XtP0tAAtO0s=gcYY8d6jscg=IgM8uhTM5dI=ae/nkPjFCEw=/j9W89cXrEA=pl3VrTAhBJ0=ufPzxLKBZaA=sN2IZQEgus0=MmuelvtJJKQ=FLxmtGlLOX0=3LWB0LwrFSU=sOl7J8cjP8k=xKUmSUvD8HM=DRqs8m2ep+Y=ULGwUZKKNUk=QHg8lTNx2r8=ZeRp07/vUdg=6N9QOq9azZo=dY5hLQGG5O0=lIcnCBkb7qU=dyVoPFPtUAM=/ZdiOusdwbc=SJMfT8XQPR0=EbkyzNWDYE4=H2n7gyxPZV4=2wbINHMKMOA=V9pNgAmEL3Y=tN/qO18k20g=PJ0sOoxByO4=/tL3FokzZVg=asWajSIGumM=KKKCOXHPhsI=+pijMDfN+eI=fkEzQirM5YM=wUEaXrqgYXo=pl3VrTAhBJ0=tzcucqsJ120=C3+T83dMamY=V2qtak6dx+4=lNyFVgVqtrA=pl3VrTAhBJ0=qpf8JQ6p/0U=7szInJ3l/ZE=9W800xIeUxA=8zL39aHNC3E=PHE/qAOo9n8=pl3VrTAhBJ0=pl3VrTAhBJ0=gUtX4eYTM68=Slr8kHJWegE=cjEx0S7gTeA=9MK1aaWk3zM=xCRj7jFZa0k=cUtTD1cQHtQ=HGCgK6xTVTw=pl3VrTAhBJ0=NHlv4O5dh1s=NpGJruKVxLk=Jq9wHaz7JAc=6CnNrfBdF+g=sHXqbKaqS24=XmGOMter1oY=4X6E/pcdySo=4n2RZXjK1Nw=u+LhD8LBuMw=6DUu//5QSQU=RGzyiTKqqJo=pl3VrTAhBJ0=Q6pk3DGoTzM=XBZald0kOUo=8K0p8xQosV0=4pBOM96jCAQ=pl3VrTAhBJ0=pl3VrTAhBJ0=8HtRd0FcHRs=sZ84CqZxdwA=BGMe98fz6uM=+eP+J5/3PWY=hi6XLw1QsE0=7IshFYtt8rw=pl3VrTAhBJ0=CkvvmRO6HlY=rydfcK4Q23w=BZyJR48x0K4=pl3VrTAhBJ0=iw1y2uvpG6o=hAwf57D2KdQ=IyKS/Dlx/uM=94wZICZai34=QFIsUcIkTTM=uvHALnkZlIE=pl3VrTAhBJ0=sN2IZQEgus0=MTKxT8vb5Dg=pl3VrTAhBJ0=s9wFtVKX7ec=AGgHcu+rNu8=2L25vCQ322g=zD8KBe0uXkg=a9Bx+9bByfw=0ORi3w+SlY4=WcL098+rmno=YvoBymJL6cw=vf6h5YYXZMw=3KJK2gJ+B9Y=fJMVhS/c9Tw=lVv5tl4Nphk=J35ZdqtmiNM=pl3VrTAhBJ0=pl3VrTAhBJ0=moag7gsiaq0=nwDIKvJ6+dI=pl3VrTAhBJ0=pl3VrTAhBJ0=6d8wgOy6g9s=C+Tg1oLkFW0=pl3VrTAhBJ0=gbRd5MUtv1w=lNbv42cQGOk=sE7OrGOFWLY=1t1s+a2Gl44=kd+JWkX4i7g=pl3VrTAhBJ0=s/x4BNssn/k=mMVTDX6OUNQ=LJY/4X/bYSw=pl3VrTAhBJ0=qpf8JQ6p/0U=4zpFxwlTeks=lIy5lypK2G4=JKvXUup7ZRE=uuflkmgCtH4=8JIZqqPE1gw=JdRIjlSwoBk=pl3VrTAhBJ0=lzWSZuP+PjE=VAshC8FiHw4=IYmYDlrWhqA=vnvj3HhZrNk=8xfUCAwzqaI=ytDQuxtDps0=pl3VrTAhBJ0=WQ/+hRbvYuk=2r/8ssIn8+M=pl3VrTAhBJ0=i577JmHHYNw=KbLdvJ7qzXg=9jSUmatrudw=weQNvK2/qtA=hBOyex6DG+A=CNfVi9zIpHQ=1lxUzd4S2ak=wIZ0u/mY6+k=DVXrA8zYjZk=NIHCya8aEcU=xW86wfHZiBc=2pm1o2XNvI4=+9BhRtc+/wk=vcDvh0CAEJM=k46C0qlfKSU=pl3VrTAhBJ0=yI8jjyfhMmo=dWIXfJNeGR8=XIquhOleXuQ=jgnhSmX4F3U=diVkP1fxo4Q=pl3VrTAhBJ0=aLhIF60vGbA=rwZpS3lc5+w=MW6VuM0jp6k=mHFcGPn07s8=pl3VrTAhBJ0=7onWitBNd/8=4/ULA/sZ05k=HGCgK6xTVTw=vUJvhnPl/cw=f0e5t3EIq1Q=GbzkT6s+A2E=iaWnmp4iWE8=lOjHv1qHJAA=rLRp4XWoavg=vEDNRP84aPo=4lhKwr4i0Lo=pl3VrTAhBJ0=HtiEs7eawGw=6rYiePLjmMg=lIy5lypK2G4=bF5ncfy/O0Y=wUEaXrqgYXo=N8da1FXSCPw=uBqlojA5YKE=TQKSGHwiOKQ=Ulpzka590eE=pl3VrTAhBJ0=s/x4BNssn/k=IxooE2Ab1Y0=FOQRmqHbdSw=pl3VrTAhBJ0=pl3VrTAhBJ0=2/FYhmR4N3c=FvDbA1JGSRA=CHFNF1Neeyk=XP1FNgMgpzs=sYhRfMKgD7E=chuyj19s2T8=pl3VrTAhBJ0=sN2IZQEgus0=hIxZWgcypls=pl3VrTAhBJ0=aLhIF60vGbA=rwZpS3lc5+w=MW6VuM0jp6k=nGZ7BGu3vAc=mE1AStaP4qs=c50VUB5cBIA=1yZeMQZs/1A=G5ZJ3keDW8s=zJxwbZoxMo8=gd9brVrakyE=jGbo6jd4+/4=/6JHsnVCAi4=fW5OkUkp9+Y=KcF8ml30JnQ=1ZEYfiI2CvE=pl3VrTAhBJ0=pl3VrTAhBJ0=DoOBvbYWfP0=AAq8mNBqiT0=YhNpmMw4FOU=tHoFv8fewig=VHfP32BA6Sw=18VfjsXEsrE=pl3VrTAhBJ0=pl3VrTAhBJ0=4RcUm8CDHXc=U6jOtV3N40A=3AnRZ+Lc/kI=PaHeos+cNA4=EzGHKD0BDcY=yB/EPtkDhkg=IwNcBNYUe78=9jdx+N2uX0A=z9W9ZWAz6hU=pl3VrTAhBJ0=0GxqJgqT6L0=P4kcwiB2YZA=rycvt58DHRY=pl3VrTAhBJ0=O+pspkPfWLA=KigGLA9Kr5g=brBvCHFHowY=pytvD+euGx0=pl3VrTAhBJ0=sJMmMETEAEk=+LKVzc3fN0c=CxzeQ5cYJhY=4dP++jFnBRw=pl3VrTAhBJ0=k1anm8W+Iw4=0dmlHYNNCR4=RAGhbZWopwI=9rsa4rPbgjw=LfCGUxfpWVA=pl3VrTAhBJ0=qpf8JQ6p/0U=HfXopZsJhi0=XThDtL4PXfs=TAdKZ69ZCk4=HGCgK6xTVTw=a3WDqkIsLtc=tGd9dF4/KOw=Um4ZsEHESuM=GdJ5UdjeoJQ=bMFYpnqNrew=/6JHsnVCAi4=bWDMWTUPaC0=vVoFf5DHtJ4=CNfVi9zIpHQ=nlb1zQOYIgE=2wOmy2x3gmQ=Rvr8tNODnE0=pkJnv5eZio8=47IDOxB7GHk=k8Mugwhp//s=sPqtmbEkDFw=9KD77XyrT1Q=ojDWufy0hM8=vjDzSeBZDn8=dW/OYsQemMs=c+2FqxTe7g4=SdMK3gufc4c=Zf3mTGfITSo=vzc3LY/lbpI=HIzrBdH88Ug=YvVVvDLjyu8=MUEzlerTyGM=S8B59YqF45k=YdpWR0aYdWo=cajkQJOgksY=gtOvq3Mu5y8=oNRlB7RX14Q=lIvTRjejt88=LX/4hJWVSFU=9yq7znl0qfQ=B8Zhv0dn7Ys=IPbA07OLBKk=nNrusjM52vQ=DFcTHu75KBs=rXBLg0fyNmo=o9HAn5FuTWc=d9FJ1s7dKDk=yFRIXEQQnYc=F+8TJ/oDhVw=YgUSzaRNsHw=ILBiuiIGcOA=FIKxlJZGODY=ZohuiDRp1gY=7VCz4Gmv+ac=oGFzIDf/9W0=dWQ6cG3wCjc=JaMGb2l3dhY=JK0J1hkSOEo=pwcbLb19MZM=002996

 

If someone was kind enough to paste back what it means so I can have a least an inkling of a clue...  That would be really appreciated.

 

I did try with the Decode message online on the TB site but all I get is this: :`\^lY�co�Dֳj�

Edited March 10, 2019 by movieseals

[haylau]

Can you switch debug on via ftp?

 

config> defines.inc.php

 

Change define('_PS_MODE_DEV_', false); to define('_PS_MODE_DEV_', true);

 

This may give some more obvious messages

[musicmaster]

You can try Prestools. It isn't dependent on the TB engine so it should run. With it you can empty the cache and disable overrides and non-TB modules.

[musicmaster]

Can you upload a Hello world php program and see whether that runs?

A text file is ok too.

Edited March 10, 2019 by musicmaster

[musicmaster]

It can also be a https/http thing. Try both. You can try changing PS_SSL_ENABLED  and PS_SSL_ENABLED_EVERYWHERE in the configuration table.

Edited March 10, 2019 by musicmaster

[haylau]

Have you checked with your server host? Perhaps they have changed something

[movieseals]

I did but they claim they did not.

[movieseals]

I did not think of that.  Will do!  Thank you!

[movieseals]

Nothing in Debug mode, juste the same 500 error and same code.

 

[movieseals]

4 minutes ago, musicmaster said:

You can try Prestools. It isn't dependent on the TB engine so it should run. With it you can empty the cache and disable overrides and non-TB modules.

I did.  I get a white screen... 😞 . Nothing loads.  It is very odd.  Lodged a ticket with my hosting provider.  Hoping they can figure it out.

Edited March 10, 2019 by movieseals
Complement of information.

[musicmaster]

Which logs did you check? There are several on a server and there is also the log directory of your webshop.

[movieseals]

Yes, that works. The Hello World PHP

Edited March 10, 2019 by movieseals

[movieseals]

I checked access logs and PHP errors logs and the error log that is inside TB

Edited March 10, 2019 by movieseals

[musicmaster]

Can you run phpmyadmin?

 

[movieseals]

Yes, cpanel still works.

[haylau]

Have you been hacked? Are any of the date stamps on the files suspicious

[movieseals]

No signs of hacking.  Double checked by the hosting company.

[musicmaster]

phpmyadmin is not cpanel. 

If you can access phpmyadmin you can in the tb_configuration table switch on PS_DISABLE_OVERRIDES  and
PS_DISABLE_NON_NATIVE_MODULE.

You can also empty the cache by emptying the directories cache/smarty/cache and cache/smarty/compile. Don't delete the index.php files in those two directories.

[movieseals]

9 minutes ago, musicmaster said:

phpmyadmin is not cpanel. 

If you can access phpmyadmin you can in the tb_configuration table switch on PS_DISABLE_OVERRIDES  and
PS_DISABLE_NON_NATIVE_MODULE.

You can also empty the cache by emptying the directories cache/smarty/cache and cache/smarty/compile. Don't delete the index.php files in those two directories.

I know.  I meant cpanel still works, so I have acces to phpmyadmin.

I had already cleared the smarty caches.

Will try with the configuration table now.

[movieseals]

Wow.  Flushed all caches, disabled overrides AND non native modules, flushed DNS, flushed browser cache, and still getting a 500 on both backend and frontend!

[movieseals]

2 minutes ago, musicmaster said:

It can also be a https/http thing. Try both. You PS_SSL_ENABLED  and PS_SSL_ENABLED_EVERYWHERE in the configuration table.

Unfortunately, no changes with either 1 or both disabled.  Overrides and non native modules also disabled.

[musicmaster]

1 minute ago, movieseals said:

Unfortunately, no changes with either 1 or both disabled.  Overrides and non native modules also disabled.

Not exactly what I meant. There can be something wrong with SSL settings. So it is best when you can look at it as http. Unfortunately some browsers can be very aggressive redirecting towards https.

[movieseals]

I tried on Firefox, Chrome and Safari.  I tried both https and http (and made sure there was no redirect - had to force the loading of the page) but still get the same error (although no longer the TB 500 page, juste the browser 500 error page).

[Beeta]

check available disk space too!

[musicmaster]

Deleting .htaccess is an option too.

For the rest I am just puzzled. Given the info we got Prestools should work or at least give an error. So I wonder if it was tried the right way.

If Prestools would work then one could conclude that something had gone wrong with the Thirty Bees files and copy files from a backup site over for example the Classes and Controllers directories.

[movieseals]

I did delete the htaccess, and I am not running out of disk space (1 TB left) but in the end, I had to go back to a backup to get everything back online. 😞

Thank you to everyone who tried to help and gave me pointers I will be able to use in future troubleshootings!