Gallery not loading

zjohn13

Joined: 2010-12-01
Posts: 94

Posted: Mon, 2013-06-10 12:29

I can not access any Gallery pages, access attempts result in error message :-
The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator.
At the same time files named core.nnnnnn, every one 80Mb in size keep being created until the server runs out of disk space.
This happened a couple of days ago, no work was being carried out at the time.
My server host tech support said that no changes have been applied to the server and that the index.php file had "Premature end of script headers". I have restored the file but no change.

This also happened a year ago http://galleryproject.org/node/107068 and the problem then was a missing php.ini file.

I have restored the php.ini, phpinfo.php as well as index.php.

the Gallery3 production system is in the root of website www.chilternphoto.org.uk.
I also get the same error on a test Gallery run in a directory below the root.
I can't work out what would be common between the test and the production Galleries causing them both to fail.

Can anyone suggest a possible cause please.

Thanks,
John

zjohn13

Joined: 2010-12-01
Posts: 94

Posted: Tue, 2013-06-11 07:51

I'm trying to get PHP data from a phpinfo.php file link to my server to help investigations on this problem but it is returning a blank page.
Should it return data even when the index.php file is returning an error?

Thanks,
John

tempg

Joined: 2005-12-17
Posts: 1857

Posted: Tue, 2013-06-11 18:41

zjohn13 wrote:

error message :-
The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator.

That's a general error. You can check the gallery logs, but there's a better chance of info in the server's logs. If you don't have access to the logs, contact your host.

floridave

Joined: 2003-12-22
Posts: 27300

Posted: Wed, 2013-06-12 04:38

If you can't get the php info file to work that is a host issue as well.

Dave
_____________________________________________
Blog & G2 || floridave - Gallery Team

zjohn13

Joined: 2010-12-01
Posts: 94

Posted: Wed, 2013-06-12 05:46

Thanks tempg and floridave. I've noticed a new error_log file in web root which updates with an entry such as "[12-Jun-2013 06:06:28 Europe/London] PHP Warning: phpinfo() has been disabled for security reasons in /home/bvgicdaf/public_html/phpinfo.php on line 1" when attempting to run phpinfo.php. I guess this is due to some protection by my host but I'll check to confirm.

I'm on a shared server and do not have access to the server log but when I logged a call with host support a few days ago I was told "There have been no updates to the servers over the weekend, looking at the server error log this looks to be a problem with the index.php file which is returning the following error:- Premature end of script headers: index.php". I'll check if there have been any status updates.

From forum searches on the index.php error message I have tried a number of suggested fixes but none work for me.

Running Gallery3 ver 3.0.2 (I know but hanging in for 3.1 before updating as the system is customised )

Apache version 2.2.24
PHP version 5.3.26
MySQL version 5.1.69-cll
Architecture x86_64
Operating system linux
Perl version 5.8.8
Kernel version 2.6.18-448.4.1.el5.lve0.8.69

Thanks,
John

zjohn13

Joined: 2010-12-01
Posts: 94

Posted: Wed, 2013-06-12 15:04

My host support say that there is no further info in the server logs.
The php info file is blocked by the host as a security. I've also been told that it's not possible to override settings with custom php.ini, this has been disabled for both security and to ensure the shared hosting service runs stable for all users. They have looked at the settings in my php.ini files and they match most of the servers defaults with the exception of the upload_max_filesize which they have set higher.

I’ve disabled index.php, php.ini and .htaccess in the web root and put in a temporary index.htm system down for maintenance message file.
I have a test Gallery installation running in a folder below the web root and it has exactly the same problem.
From the website access log I can see that the php access failed on 9 June at about 5am UK time when access entries changed from 200 to 500.
Despite giving this info to my host their response is update Gallery or get the developers to troubleshoot the scripts.

Two installations that have been running for two years on a server going down at the same time is too much of a coincidence for it to be a script problem.
The forum support is excellent but there are limits and I know fault finding on individual servers is a bridge too far.
If anyone has any further suggestions I would appreciate hearing them.

Thanks,
John

jnash

Joined: 2004-08-02
Posts: 814

Posted: Wed, 2013-06-12 17:04

500 errors are best resolved by digging through the server logs. If your host can't help you with those, you might consider a new host. Unfortunately, without the server logs, troubleshooting further would be extremely difficult.

1) If you didn't make any changes, then the script is (should be - see below) fine
2) If you didn't make any changes, and you're having a problem, something changed on the server
3) If you didn't make any changes, and the host didn't make any changes, and there is an error, the server logs would help
4) If you did a clean install and still experience the same thing, then the host changed something, server logs would help
5) If you did a clean install and it worked, then the problem gallery may have been jeopardized/corrupted/changed somehow, again server logs would help

These are just a few scenarios, and shouldn't be taken as gospel.

This issue you pointed to suggests that something is broken on your server:
At the same time files named core.nnnnnn, every one 80Mb in size keep being created until the server runs out of disk space.

Your host, if competent, should be able to determine why you're getting core dumps in your directory

floridave

Joined: 2003-12-22
Posts: 27300

Posted: Wed, 2013-06-12 17:57

Quote:

Two installations that have been running for two years on a server going down at the same time is too much of a coincidence for it to be a script problem.

I agree.
I would try some of the steps that this has:
http://codex.galleryproject.org/Gallery3:Host_specific_issues

Dave
_____________________________________________
Blog & G2 || floridave - Gallery Team

zjohn13

Joined: 2010-12-01
Posts: 94

Posted: Thu, 2013-06-13 09:51

Thanks for the recent suggestions, it is frustrating not having access to the server logs and I've looked through the specific issues file without finding anything that looks relevant to my host so I've taken a fresh approach.
Installed another instance of Gallery at ver 3.0.8 and this works.
I'm not keen to try updating the original systems yet because of customising issues and I'm going to be away for a month within a few days, rock and a hard place.
Now trying to find what is the difference between new installation files and original installations.
Copied new index.php, php.ini and .htaccess to replace original installation files but still no change.
Trying different things in the database access area now.

Update.
When I edit var/database.php 'pass' line and put in an incorrect password I get the Dang... Something went wrong! message, which looks as though the index.php file is working.
Would this suggest that with the correct password I am getting connected to the database and that the 500 error is being generated further along the process?

Thanks,
John

tempg

Joined: 2005-12-17
Posts: 1857

Posted: Sun, 2013-06-16 14:54

So, as much as I would like to see you get a solution to this, I really think you need to find a new host. Reason: even if you get this sorted, what's saying it won't happen again at some point in the future? And if you're host isn't much help now, ...

Having said that, if you're keen to keep working on this with your current host, try moving the old var folder to the new install folder and see if it works.

Also, you specified that you just installed 3.0.8; what version are the old galleries that you're trying to restore/correct? Does a fresh install of that version work as expected? Is the fresh install using the old database or a new one?

zjohn13 wrote:

Would this suggest that with the correct password I am getting connected to the database and that the 500 error is being generated further along the process?

Possibly.

zjohn13

Joined: 2010-12-01
Posts: 94

Posted: Sun, 2013-06-16 17:12

Thanks tempg. following success with a separate Galley installation I decided that my only way forward was to bite the bullet and upgrade my old Gallery3 from 3.0.2 to 3.0.8.
I have completed this with all the expected fun of gallery system, theme and module compatibility issues, not to mention a considerable amount of customisation file re-editing.
I've not ironed out all of the custom details yet but everything is functioning again. Not an exercise that I will be keen to undertake again any time soon

I have been with my host for about ten years and they have been excellent. This issue has somewhat dented my view of their support but I'll view it as a glitch and see how it goes.
Thanks all for the forum support, it was a big help to me in deciding on a way forward.

John

tempg

Joined: 2005-12-17
Posts: 1857

Posted: Tue, 2013-07-09 15:02

@zjohn13: I've been away for a while and just seeing your reply. It may be too late now, but if you're making customizations, you should try to accomplish them in a way that won't be as easily overwritten with the next upgrade. For example, changes to language can be accomplished with a translation (instead of directly editing the files); changes to the base theme can be made by creating a new theme based on the old one; changes to most helper/model files can be preserved by putting the changes in your theme's folder instead of overwriting the original; etc.

zjohn13

Joined: 2010-12-01
Posts: 94

Posted: Tue, 2013-07-30 18:30

Thanks for your reply tempg, sorry for late response but I've been away as well.
I'm using a customised Clean Canvas theme and I will look into renaming it. It would prevent an accidental overwrite if Clean Canvas was updated but if the theme needs updating for a future system upgrade such as 3.1 I'll still have the same problem. Life is never simple.

John

dcsa

Joined: 2013-09-01
Posts: 1

Posted: Sun, 2013-09-01 22:37

I have gone to my host and wasn't allowed to go through the server logs.
Are there any other ways that you could recommend to solve this without going through the server logs?

floridave

Joined: 2003-12-22
Posts: 27300

Posted: Sun, 2013-09-01 22:44

Have them go though them (give a specific time) and point out what the error is.

Dave
_____________________________________________
Blog & G2 || floridave - Gallery Team

zjohn13 Joined: 2010-12-01 Posts: 94	Posted: Mon, 2013-06-10 12:29
	I can not access any Gallery pages, access attempts result in error message :- The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator. At the same time files named core.nnnnnn, every one 80Mb in size keep being created until the server runs out of disk space. This happened a couple of days ago, no work was being carried out at the time. My server host tech support said that no changes have been applied to the server and that the index.php file had "Premature end of script headers". I have restored the file but no change. This also happened a year ago http://galleryproject.org/node/107068 and the problem then was a missing php.ini file. I have restored the php.ini, phpinfo.php as well as index.php. the Gallery3 production system is in the root of website www.chilternphoto.org.uk. I also get the same error on a test Gallery run in a directory below the root. I can't work out what would be common between the test and the production Galleries causing them both to fail. Can anyone suggest a possible cause please. Thanks, John
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zjohn13 Joined: 2010-12-01 Posts: 94	Posted: Tue, 2013-06-11 07:51
	I'm trying to get PHP data from a phpinfo.php file link to my server to help investigations on this problem but it is returning a blank page. Should it return data even when the index.php file is returning an error? Thanks, John

tempg Joined: 2005-12-17 Posts: 1857	Posted: Tue, 2013-06-11 18:41
	zjohn13 wrote: error message :- The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator. That's a general error. You can check the gallery logs, but there's a better chance of info in the server's logs. If you don't have access to the logs, contact your host.

floridave Joined: 2003-12-22 Posts: 27300	Posted: Wed, 2013-06-12 04:38
	If you can't get the php info file to work that is a host issue as well. Dave _____________________________________________ Blog & G2 \|\| floridave - Gallery Team

zjohn13 Joined: 2010-12-01 Posts: 94	Posted: Wed, 2013-06-12 05:46
	Thanks tempg and floridave. I've noticed a new error_log file in web root which updates with an entry such as "[12-Jun-2013 06:06:28 Europe/London] PHP Warning: phpinfo() has been disabled for security reasons in /home/bvgicdaf/public_html/phpinfo.php on line 1" when attempting to run phpinfo.php. I guess this is due to some protection by my host but I'll check to confirm. I'm on a shared server and do not have access to the server log but when I logged a call with host support a few days ago I was told "There have been no updates to the servers over the weekend, looking at the server error log this looks to be a problem with the index.php file which is returning the following error:- Premature end of script headers: index.php". I'll check if there have been any status updates. From forum searches on the index.php error message I have tried a number of suggested fixes but none work for me. Running Gallery3 ver 3.0.2 (I know but hanging in for 3.1 before updating as the system is customised ) Apache version 2.2.24 PHP version 5.3.26 MySQL version 5.1.69-cll Architecture x86_64 Operating system linux Perl version 5.8.8 Kernel version 2.6.18-448.4.1.el5.lve0.8.69 Thanks, John

zjohn13 Joined: 2010-12-01 Posts: 94	Posted: Wed, 2013-06-12 15:04
	My host support say that there is no further info in the server logs. The php info file is blocked by the host as a security. I've also been told that it's not possible to override settings with custom php.ini, this has been disabled for both security and to ensure the shared hosting service runs stable for all users. They have looked at the settings in my php.ini files and they match most of the servers defaults with the exception of the upload_max_filesize which they have set higher. I’ve disabled index.php, php.ini and .htaccess in the web root and put in a temporary index.htm system down for maintenance message file. I have a test Gallery installation running in a folder below the web root and it has exactly the same problem. From the website access log I can see that the php access failed on 9 June at about 5am UK time when access entries changed from 200 to 500. Despite giving this info to my host their response is update Gallery or get the developers to troubleshoot the scripts. Two installations that have been running for two years on a server going down at the same time is too much of a coincidence for it to be a script problem. The forum support is excellent but there are limits and I know fault finding on individual servers is a bridge too far. If anyone has any further suggestions I would appreciate hearing them. Thanks, John

jnash Joined: 2004-08-02 Posts: 814	Posted: Wed, 2013-06-12 17:04
	500 errors are best resolved by digging through the server logs. If your host can't help you with those, you might consider a new host. Unfortunately, without the server logs, troubleshooting further would be extremely difficult. 1) If you didn't make any changes, then the script is (should be - see below) fine 2) If you didn't make any changes, and you're having a problem, something changed on the server 3) If you didn't make any changes, and the host didn't make any changes, and there is an error, the server logs would help 4) If you did a clean install and still experience the same thing, then the host changed something, server logs would help 5) If you did a clean install and it worked, then the problem gallery may have been jeopardized/corrupted/changed somehow, again server logs would help These are just a few scenarios, and shouldn't be taken as gospel. This issue you pointed to suggests that something is broken on your server: At the same time files named core.nnnnnn, every one 80Mb in size keep being created until the server runs out of disk space. Your host, if competent, should be able to determine why you're getting core dumps in your directory

floridave Joined: 2003-12-22 Posts: 27300	Posted: Wed, 2013-06-12 17:57
	Quote: Two installations that have been running for two years on a server going down at the same time is too much of a coincidence for it to be a script problem. I agree. I would try some of the steps that this has: http://codex.galleryproject.org/Gallery3:Host_specific_issues Dave _____________________________________________ Blog & G2 \|\| floridave - Gallery Team

zjohn13 Joined: 2010-12-01 Posts: 94	Posted: Thu, 2013-06-13 09:51
	Thanks for the recent suggestions, it is frustrating not having access to the server logs and I've looked through the specific issues file without finding anything that looks relevant to my host so I've taken a fresh approach. Installed another instance of Gallery at ver 3.0.8 and this works. I'm not keen to try updating the original systems yet because of customising issues and I'm going to be away for a month within a few days, rock and a hard place. Now trying to find what is the difference between new installation files and original installations. Copied new index.php, php.ini and .htaccess to replace original installation files but still no change. Trying different things in the database access area now. Update. When I edit var/database.php 'pass' line and put in an incorrect password I get the Dang... Something went wrong! message, which looks as though the index.php file is working. Would this suggest that with the correct password I am getting connected to the database and that the 500 error is being generated further along the process? Thanks, John

tempg Joined: 2005-12-17 Posts: 1857	Posted: Sun, 2013-06-16 14:54
	So, as much as I would like to see you get a solution to this, I really think you need to find a new host. Reason: even if you get this sorted, what's saying it won't happen again at some point in the future? And if you're host isn't much help now, ... Having said that, if you're keen to keep working on this with your current host, try moving the old var folder to the new install folder and see if it works. Also, you specified that you just installed 3.0.8; what version are the old galleries that you're trying to restore/correct? Does a fresh install of that version work as expected? Is the fresh install using the old database or a new one? zjohn13 wrote: Would this suggest that with the correct password I am getting connected to the database and that the 500 error is being generated further along the process? Possibly.

zjohn13 Joined: 2010-12-01 Posts: 94	Posted: Sun, 2013-06-16 17:12
	Thanks tempg. following success with a separate Galley installation I decided that my only way forward was to bite the bullet and upgrade my old Gallery3 from 3.0.2 to 3.0.8. I have completed this with all the expected fun of gallery system, theme and module compatibility issues, not to mention a considerable amount of customisation file re-editing. I've not ironed out all of the custom details yet but everything is functioning again. Not an exercise that I will be keen to undertake again any time soon I have been with my host for about ten years and they have been excellent. This issue has somewhat dented my view of their support but I'll view it as a glitch and see how it goes. Thanks all for the forum support, it was a big help to me in deciding on a way forward. John

tempg Joined: 2005-12-17 Posts: 1857	Posted: Tue, 2013-07-09 15:02
	@zjohn13: I've been away for a while and just seeing your reply. It may be too late now, but if you're making customizations, you should try to accomplish them in a way that won't be as easily overwritten with the next upgrade. For example, changes to language can be accomplished with a translation (instead of directly editing the files); changes to the base theme can be made by creating a new theme based on the old one; changes to most helper/model files can be preserved by putting the changes in your theme's folder instead of overwriting the original; etc.

zjohn13 Joined: 2010-12-01 Posts: 94	Posted: Tue, 2013-07-30 18:30
	Thanks for your reply tempg, sorry for late response but I've been away as well. I'm using a customised Clean Canvas theme and I will look into renaming it. It would prevent an accidental overwrite if Clean Canvas was updated but if the theme needs updating for a future system upgrade such as 3.1 I'll still have the same problem. Life is never simple. John

dcsa Joined: 2013-09-01 Posts: 1	Posted: Sun, 2013-09-01 22:37
	I have gone to my host and wasn't allowed to go through the server logs. Are there any other ways that you could recommend to solve this without going through the server logs?

floridave Joined: 2003-12-22 Posts: 27300	Posted: Sun, 2013-09-01 22:44
	Have them go though them (give a specific time) and point out what the error is. Dave _____________________________________________ Blog & G2 \|\| floridave - Gallery Team

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