Site intermittently goes down when WooCommerce enabled

Hi @jayecreate

I have a website that intermittently breaks and shows an error screen.

This behaviour should create an error log entry.

Can you request the PHP error and server log files from your provider and attach them here to your next reply. We will take a look to see if there is any helpful information we can use to understand what went wrong.

WooCommerce also attempts to log any fatal errors. You can find these under WooCommerce > Status >> Logs (click on the tab). After clicking on the logs tab examine the dropdown on the right for any “fatal-errors” entry. If there is one, provide its contents here as well.

Kind regards,

Awesome, thanks Con. There was no fatal error log in WooCommerce but I’m not sure if that’s because it’s a fresh install. Here are the logs provided to me from Dreamhost:

Again, thank you for helping.

hayshu@appling:~/logs/wholeheartedstudio.com.au/https$ tail error.log
[Sat Mar 19 07:04:40.432609 2022] [:error] [pid 5261:tid 134413684971264] [client 69.171.251.8:62096] [client 69.171.251.8] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/uploads/wholeheartedstudiologo.png"] [unique_id "YjXi@CVTADgnvdxqr46gTwAAAAE"], referer: https://www.wholeheartedstudio.com.au/?fbclid=IwAR2J2vEglIFxdLNg67GBzFq4wTh5Sjk2NnsbxIuTh0m0ERDHsu2pqd_JmCQ
[Sat Mar 19 07:04:41.255135 2022] [:error] [pid 5170:tid 134413470512896] [client 69.171.251.18:37908] [client 69.171.251.18] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/plugins/bb-plugin/fonts/fontawesome/5.15.4/webfonts/fa-solid-900.woff2"] [unique_id "YjXi@Vktm3pXdfsr-0rVUwAAAAE"], referer: https://www.wholeheartedstudio.com.au/wp-content/plugins/bb-plugin//fonts/fontawesome/5.15.4/css/all.min.css?ver=2.5.2.1
[Sat Mar 19 07:04:41.346629 2022] [:error] [pid 5170:tid 134413470512896] [client 69.171.251.18:38556] [client 69.171.251.18] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/plugins/bb-plugin/fonts/fontawesome/5.15.4/webfonts/fa-brands-400.woff2"] [unique_id "YjXi@Vktm3pXdfsr-0rVVAAAAAE"], referer: https://www.wholeheartedstudio.com.au/wp-content/plugins/bb-plugin//fonts/fontawesome/5.15.4/css/all.min.css?ver=2.5.2.1
[Sat Mar 19 07:04:50.329209 2022] [:error] [pid 5170:tid 134413470512896] [client 69.171.251.8:58740] [client 69.171.251.8] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/uploads/bb-plugin/cache/9897-layout-partial.js"] [unique_id "YjXjAlktm3pXdfsr-0rVVQAAAAE"], referer: https://www.wholeheartedstudio.com.au/?fbclid=IwAR2J2vEglIFxdLNg67GBzFq4wTh5Sjk2NnsbxIuTh0m0ERDHsu2pqd_JmCQ
[Sat Mar 19 07:04:51.024282 2022] [:error] [pid 5261:tid 134413684971264] [client 69.171.251.18:63060] [client 69.171.251.18] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-admin/admin-ajax.php"] [unique_id "YjXjAiVTADgnvdxqr46gVAAAAAE"], referer: https://www.wholeheartedstudio.com.au/?fbclid=IwAR2J2vEglIFxdLNg67GBzFq4wTh5Sjk2NnsbxIuTh0m0ERDHsu2pqd_JmCQ
[Sat Mar 19 07:04:51.257402 2022] [:error] [pid 5261:tid 134413730031360] [client 69.171.251.8:64512] [client 69.171.251.8] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/uploads/cropped-ws-fav-32x32.jpg"] [unique_id "YjXjAyVTADgnvdxqr46gVQAAAAE"], referer: https://www.wholeheartedstudio.com.au/?fbclid=IwAR2J2vEglIFxdLNg67GBzFq4wTh5Sjk2NnsbxIuTh0m0ERDHsu2pqd_JmCQ
[Sat Mar 19 07:04:53.445811 2022] [:error] [pid 5170:tid 134413470512896] [client 69.171.251.22:47200] [client 69.171.251.22] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/uploads/MCP_IO_0719_039.jpg"] [unique_id "YjXjBVktm3pXdfsr-0rVVgAAAAE"], referer: https://www.wholeheartedstudio.com.au/?fbclid=IwAR2J2vEglIFxdLNg67GBzFq4wTh5Sjk2NnsbxIuTh0m0ERDHsu2pqd_JmCQ
[Sat Mar 19 07:04:53.463564 2022] [:error] [pid 5170:tid 134413470512896] [client 69.171.251.8:46042] [client 69.171.251.8] ModSecurity: Warning. Match of "eq 0" against "&REQUEST_HEADERS:Transfer-Encoding" required. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-920-PROTOCOL-ENFORCEMENT.conf"] [line "202"] [id "920171"] [msg "GET or HEAD Request with Transfer-Encoding"] [data "1"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-protocol"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/210/272"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/uploads/dash.png"] [unique_id "YjXjBVktm3pXdfsr-0rVVwAAAAE"], referer: https://www.wholeheartedstudio.com.au/?fbclid=IwAR2J2vEglIFxdLNg67GBzFq4wTh5Sjk2NnsbxIuTh0m0ERDHsu2pqd_JmCQ
[Sat Mar 19 08:48:01.913475 2022] [fcgid:emerg] [pid 73238:tid 134412702648064] (22)Invalid argument: [client 192.0.98.134:25186] mod_fcgid: can't lock process table in pid 73238, referer: https://vaultpress.com
[Sat Mar 19 21:23:54.094817 2022] [:error] [pid 90152:tid 134412266432256] [client 185.205.187.180:59860] [client 185.205.187.180] ModSecurity: Warning. Matched phrase "/package.json" at REQUEST_FILENAME. [file "/dh/apache2/template/etc/mod_sec3_CRS/REQUEST-930-APPLICATION-ATTACK-LFI.conf"] [line "124"] [id "930130"] [msg "Restricted File Access Attempt"] [data "Matched Data: /package.json found within REQUEST_FILENAME: /wp-content/plugins/press-elements/package.json"] [severity "CRITICAL"] [ver "OWASP_CRS/3.3.2"] [tag "application-multi"] [tag "language-multi"] [tag "platform-multi"] [tag "attack-lfi"] [tag "paranoia-level/1"] [tag "OWASP_CRS"] [tag "capec/1000/255/153/126"] [tag "PCI/6.5.4"] [hostname "www.wholeheartedstudio.com.au"] [uri "/wp-content/plugins/press-elements/package.json"] [unique_id "YjasWl0cIPqv2KFSRGfZ7gAAAA4"]

Hello,

Thanks for sharing the logs! One more question: you mention the site “shows an error screen” when it breaks. Is there a message on that error screen? If possible, please share a screenshot. You can use https://snipboard.io/

Hi Paulo, yes here is the link to the screenshot:

https://www.dropbox.com/s/rgozmvqfhx2zpeu/Screen%20Shot%202022-03-01%20at%208.53.55%20am.png?dl=0

Thank you so much

Hi @jayecreate,

Thanks for sending over the server logs and the critical error message displayed on the screen.

Looking at the logs I can see a critical error related to these two plugins:

/plugins/bb-plugin/
/plugins/press-elements/

Can you make sure these plugins are up to date? If the issue persists can you temporarily disable them and check if you still get that error message?

Ideally, you’d want to perform a full conflict test following this guide:

https://docs.woocommerce.com/document/how-to-test-for-conflicts/

Let us know how that goes.

Thanks Mirko, interestingly I’ve looked in wp-plugins and there is no folder called press-elements. I wonder how that has popped up as an error. I will keep monitoring the site and then follow the conflict guide you have provided when it happens again. Thank you so much for your time
Andrea

Hi @jayecreate,

I will keep monitoring the site and then follow the conflict guide you have provided when it happens again.

Sounds like a plan. ?? :).

Thank you so much for your time

You are most welcome.

Kind regards,

@jayecreate

We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.