CDN Cache not Clearing, SITE IMAGES DOWN

  • Resolved adambushell

    (@adambushell)


    3 years ago

    We setup a FSN CDN with StackPath and enabled it in w3 total cache and discovered that the html cache file was not being cleared on updates. After speaking with yourselves we noticed that we had the normal “CDN” enabled in “General settings” and that we never setup the cname with the DNS.

    Wanting an emergency fix we disabled w3 total cache and deleted the cache files within the website however the website was STILL serving the html cache file. We cant figure out how the website was serving a html cache file when the plugin was disabled AND the cache files deleted!

    In an act of desperation we deleted this cdn and setup a new cdn however people are still being served the old CDN html cache file which makes no sense as the old cdn is now gone.

    My question is HOW can we kill off this HTML cache file, we have viewed the site in ingognito, disabled cache within dev tools, pinged the server to ensure its routing to the right dns and nothing has helped.

    This is the website:
    https://www.sw.co.uk

    Some people are reporting that the above site is loading its images normally however they dont load for me a several other customers even if they try in other browsers.

    This is the NEW CDN:
    https://z5d4b3z3.stackpathcdn.com/

    here we can still see no images and the CDN has cached the old cdn route for its image files. We have tried manually clearing the CDN cache within stackpath and it has not helped.

    The client has had this issue for 4 days now and it is very serious.
    Any help is appreciated!

    Regards

    The page I need help with: [log in to see the link]

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Contributor Marko Vasiljevic

    (@vmarko)

    Hello @adambushell

    I am sorry about the issue you are experiencing and I am happy to assist you with this.
    After checking your website I can see that there are a lot of 403 responses. Bypassing the cache, I can see the entire website load properly.
    The website is still trying to fetch the files from https://w9h3p8q9.stackpathcdn.com
    I can see one header x-origin-cache-status Which indicates that you may have a server-side caching setup (maybe a proxy).
    Can you please confirm you are not using any other layer of caching besides W3TC and CDN?
    When you disabled W3TC, deleted all files and disabled the CDN, and the issue persisted, it means that the cache is stuck somewhere besides W3 Total Cache.
    Please check and make sure you do not have another caching layer.

    Also, please share the steps taken to set up the FUll site delivery with Stackpath. Note that when setting up FSD CDN, you do not need the CDN rewrite for static files.

    Thanks!

    Thread Starter adambushell

    (@adambushell)

    To provide more information, our hosting company 100% does not have any caching layers in place i have checked.

    When logged in it is fine:
    https://i.snipboard.io/O6Eyfr.jpg

    When view in incognito we get this:
    https://i.snipboard.io/D1Yatu.jpg

    The w3 total cache plugin is disabled right now and the cache folder is removed but we STILL cannot get a refresh of the website, even visiting it on google pagespeed shows its not working which proves its not a local issue:
    https://i.snipboard.io/dvnQ48.jpg

    Our setup process,
    – Login to stackpath, create a new “STACK”
    – Create a new site within the stack and give it the domain of our site.
    – Copy the api client id and secret.
    – Login to cms of website, enable w3 total cache.
    – Go into the general->CDN area and Enable just the FSD CDN, then select the FSD CDN “stackpath recommended”.
    – Goto CDN and register the stackpath with the credentials we saved earlier from stackpath.
    Save and purge all caches, purge the CDN cache a few times.

    We did NOT add anything to the clients cname in dns, we know we need to do this but at this time we are just trying to get it back to normal.

    Regards

    Thread Starter adambushell

    (@adambushell)

    Here is the full conversation we have had with stackpath about this issue and they belive its an issue with w3 total cache:
    https://i.snipboard.io/yT4keA.jpg

    Please note i have said that i have removed ALL the w3 total cache files, removed the htaccess and placed a die statement in the index.php and its still working IF you are not logged in. We need assistance on this ASAP

    Plugin Contributor Marko Vasiljevic

    (@vmarko)

    Hello @adambushell

    Thank you for yoru feedback.
    I would not expect anything less of course ??
    When visiting your website and checking those 403 files, I can see that they are coming from the IP: 151.139.128.11:443
    This is the Stackpath IP. Have you changed the A record back to the origin IP once you created a new stack?
    Thanks!

    Thread Starter adambushell

    (@adambushell)

    We have never touched the DNS with the sw.co.uk website during this process.
    They are our client and any DNS changes need us to put in a support ticket with the client and in turn they raise it with their DNS/IT department. This is why we are hesitant to set any cnames up right now as its a complicated process and not easily reversed.

    What more concerning is that visiting the NEW stackpath we setup after deleting the old one, the new one shows the OLD html file in its cdn!
    https://z5d4b3z3.stackpathcdn.com/

    Visiting the above for alot of users shows the images not working as the html cache file has saved the image paths to the old cdn url meaning. Please see the earlier screenshot for details.

    Plugin Contributor Marko Vasiljevic

    (@vmarko)

    Hello @adambushell

    Thank you for the information.
    IT appears that the IP is related to the CDN URL.
    The strange thing is this – W3 Total Cache creates the files (cached pages, minify files, ) in /wp-content/cache/ folder. If that folder is removed, and W3TC is disabled, it means that W3 Total Cache does not have any impact to your website.
    I can also see that you are using Cloudflare. Can you confirm this?
    This is a very strange issue, and the first time I am seeing this tbh.
    In any case, if you are a pro user, I would suggest reaching out directly to us via the plugin in Performance>Support or via the website form.

    Thanks!

    Thread Starter adambushell

    (@adambushell)

    We are using stackpath, i have mentioned this multiple times in this thread and it is included within the screenshots.

    I will copy the url for this and paste it within a support ticket.

    Plugin Contributor Marko Vasiljevic

    (@vmarko)

    Hello @adambushell

    I’ve replied to yoru email.
    Please continue the correspondence there so we can avoid duplicating the answers.
    Thanks!

Viewing 8 replies - 1 through 8 (of 8 total)
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