Site Down: How to Triage Those First Minutes
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Transcript of Site Down: How to Triage Those First Minutes
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Site Down: How to Triage Those First Important Minutes
John P. Gamboajpgamboa.com
@jgamboa
WordCamp Tampa 2016
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@jgamboa• Technical Project Manager, WP
Engine
• 2+ years in technical support
• Developed and managed sites in China
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Is it just you?• Downforeveryoneorjustme.c
om• GeoPeeker.com• Check on mobile Internet• Webpagetest.org
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Is it just you?• Downforeveryoneorjustme.c
om• GeoPeeker.com• Check on mobile Internet• Webpagetest.org
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What if it is just me?• Reconnect to Network/Restart Computer or Router• Ensure no changes to network
security/firewall/NetNanny• Cached DNS after domain changes• Run Traceroute to server to confirm hole in connection
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It’s not me. The site’s still down
• What is the error code on the site?• What kind of error is it?• Is it a WordPress problem, or a server problem?• Is the DNS configured correctly?
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My site’s down! Help!Working, but not ideal
• SSL Error• Google Malware
Message• Non-fatal Theme and
Plugin error
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My site’s down! Help!Working, but not ideal
• SSL Error• Google Malware
Message• Non-fatal Theme and
Plugin error
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My site’s down! Help!Working, but not ideal Site is down
• SSL Error• Google Malware
Message• Non-fatal Theme and
Plugin error
• White Screen of Death (WSoD)
• Redirect Loops
• Fatal Error in Plugin and Theme
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Site Down, cont.• Database error• Multisite
registration/domain mapping issue
• Datacenter issue/Connection Timeout
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Know Your HTTP Codes• 500 – Internal Server Error• 502 – Bad Gateway• 504 – Gateway Timeout• 522 – CloudFlare Connection
Issue
• 200 – HTTP OK• 301/302 – Permanent
and Temporary Redirect
• 404 – Not Found• 403 - Forbidden
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Know Your HTTP Codes• 500 – Fatal Error or
bad .htaccess• 502 – Server issue or
overload• 504 – Server issue or bad
process• 522 – A likely 504 or 502
without CloudFlare
• 200 – Page loads• 301/302 – Permanent and
Temporary Redirect• 404 – Not Found• 403 – Security or
Authentication
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cURL the site
• Use Terminal/Putty or any command line tool to confirm site down.
• Cross check HTTP code with common causes.
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cURL Examplesfile:///Users/john.gamboa/Desktop/
wso200.swf
Videos of site down curls which can’t be embedded.
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What to do with the results• Check your Error logs. They are a window into 500
Errors
• Use WordPress debug for additional data
• If system issue, contact your server administrator/host
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Questions to Ask, Things To Do
• What changes have been made?
• Is system maintenance expected?
• What am I seeing?• Are all pages on the site
down?
• Take a screenshot• Make note of the
domain• Is this multisite-
related?
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When asking for help
• Don’t just say “Help! My site is down.” More info, the better
• Provide screenshots and cURL results• Stay calm!
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Common WordPress Site Down Causes
• Old plugins breaking after core updates• Bad code changes to plugins, themes or or
core• Malformed changes to .htaccess and wp-
config.php• Database issues in multisite management
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When The Dust Settles
• Pingdom, Uptime Robot, and Jetpack (be careful of false positives!)
• Keep your plugins, theme and core updated
• Don’t modify code on your live site
• Website IP browser extension
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Knowledge for Future Resolution
• Know your server architecture (NGINX, Apache, IIS)
• Learn WP-CLI• Track hosting maintenance and status pages• Don’t be afraid of PHPMyAdmin
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Q & A
John P. Gamboa@jgamboa
jpgamboa.com