Error 504 Gateway Time-out

@felipeasprilla Thanks for getting in touch. To help us troubleshoot, can you please share your Site Health information as a new reply on this post? You can also share it privately via this form. Thank you!

Hello, I have already sent the information via form.

Thank you, @felipeasprilla!

Can you please use Health Check & Troubleshooting plugin and enable its troubleshooting mode. This mode disables active plugins and switches to a default theme safely since it only affects the experience of the logged-in user.

Once you’ve done this, can you enable the Web Stories plugin and let me know if you are still experiencing these timeout errors?

If you do not see the timeouts will all plugins deactivated, the next step would be to enable plugins and your theme one by one in this mode to help pinpoint if there is a specific plugin that is causing this issue.

Hello, I managed to solve the problem by adding the following in the apache configuration:

<IfModule proxy_fcgi_module> timeout 1800 ProxyTimeout 1800 </IfModule>

but it still takes a long time to load, what other configuration could you recommend for it to load quickly.

@felipeasprilla Glad to hear you were able to get things loading!

Can you confirm that the site that you are having issues with is www5.valoraanalitik.com, and that it is a staging site?

I’m unable to load the site at all on my end, and a speed test on PageSpeed Insights failed for this URL. Unfortunately I think the the overall resources for the site may be the issue here, and that is keeping Web Stories from loading effectively.

Have you tried Web Stories on another site, perhaps the non-staging version of this site, to see if it is faster?

Hello. Yes, I confirm that it is the site and that it is a test environment, you can see it working between 8 AM and 6 PM Colombia time

Thanks for confirming, @felipeasprilla. Can you tell me what hosting provider you are using?

we use AWS as a hosting provider

@felipeasprilla Thank you! To help with deeper troubleshooting, can you answer the following questions?

1. When you try to add a new Story and get the 504 error, do you see any console errors in Chrome Inspector during the loading process?

2. While the loading is occurring, are you seeing any messages like “Please wait”?

3. Does the Story Editor eventually load, or do you just get a white screen?

4. What browser are you using?

5. What version of the plugin are you using?

A lot to answer, I know, but hopefully this will help us identify the problem. Thank you!

1- the 504 error no longer appears, but when it appeared, it gave me a jQuery error that could not find a function.
2- No message appears, it just stays loading.
3- Yes, the story editor finally loads, it just takes a long time.
4- I am using google chrome and microsoft edge.
5- I am using version 1.4.0.

@felipeasprilla Thanks for sharing the details. What version of Chrome or Edge are you using?

To confirm, could you please install and activate the Health Check & Troubleshooting plugin (in an incognito browser) and please enable the Web Stories plugin only? Please let me know if the issue is present.
– Enabling plugins and your theme one by one in this mode may help pinpoint if something else is involved and check if Web Stories loads normally alone without other themes/plugins.
– Note you can disable troubleshooting mode from the plugins page.

If the plugin dashboard or editor continues to take a long time to load, please open up your browser developer tools and check for any browser console errors.

If you see an error, it would be great if we can get the _Response_ on the request too. Here’s how to do it:

– In the dev tools, go to the _Network tab_
– Find and select the request that failed under the _Name column_. It should be highlighted in red (you may need to refresh the page again).
– Go to the _Response tab_, and take a screenshot or copy/ paste what is there.

Here’s a video example on where to navigate.

Hi, I already did the test with the healt check plugin and the problem is still there, and it does not show me errors

@felipeasprilla Can you check if it takes a long time to load when Web Stories (latest version of 1.5.0) is activated by itself in an incognito window?

If you could perhaps do one more thing, that would be great:

1. Visit “My Stories”
1. Open dev tools, and switch to the Network tab
1. Reload the page
1. Filter by “/web-story” in the little search input box
1. Click on the one remaining request that should be in the list, and then on “Response”

It should look like this screenshot. Please share a screenshot of what you see.

I get the following message: “this request has no response data available”

1) Is the problem (long time to load the stories editor) occurring only in your test environment?

2) Do you have any server-side caching or security measures enabled? If so, temporarily disable the firewall of your security plugin and/or ensure the REST API is not being blocked in the settings.

3) Under Tools > Site Health > Status, check if there are any errors about the REST API (screenshot example)? Or if the REST API is available under Passed Tests on that screen (screenshot example)?

There could be some general server errors occurring in your particular site environment/ setup that is blocking functionality. I suggest contacting your hosting provider for further assistance.