#1188 new
Patricia Van Roon

new exponent upload crashed my site again

Reported by Patricia Van Roon | August 2nd, 2014 @ 12:59 PM | in User issues

Dear Exponent: I backed up my website and then unzipped the new versions of exponent 2.3.0 and 2.3.0 patch 1. When I did this and checked my site, I get an 500 Internal Server Error as follows:
"Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, webmaster@nicerlab.org and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request."

Can you please tell me what I'm doing wrong? I thought all I had to do was unzip the files.

Comments and changes to this ticket

  • dleffler

    dleffler August 2nd, 2014 @ 01:18 PM

    It's possible the file/folder permissions are incorrect, OR the user/group assigned to the files/folders is not assigned to the web server process. Generally, the permissions should be 755 (user-read/write, group-read, world-read), but these only work is the web server 'user' is also the user assigned to the files/folders.

    You also might check to ensure the files were extracted to the root web folder (where intended) instead of into a new subfolder created by the extraction.

  • Patricia Van Roon

    Patricia Van Roon August 2nd, 2014 @ 03:57 PM

    Does this mean that the permission of the zip file needs to be changed to 755? It was extracted in the root web folder. I uploaded zip file to the root web folder and then extracted to that folder. I'm trying again with the new permissions on the zip file. I'm the only user so that's not the problem.

  • Patricia Van Roon

    Patricia Van Roon August 2nd, 2014 @ 03:58 PM

    Error is still a 500 internal server error

  • dleffler

    dleffler August 2nd, 2014 @ 09:23 PM

    Actually, I was referring to the permissions & owner/group of the extracted files. If it was working with the previous version and the new files are in the correct location, that would seem to be the issue.

    Have you tried restoring the previous files (archive) to see if it works? Short of any of those, you might be best following the error guidance and contact the webmaster (who would have access to the web server error log which would contain the issues)

  • Patricia Van Roon

    Patricia Van Roon August 2nd, 2014 @ 10:28 PM

    This only ever happens when I try to update the site. I would like to know why and how. It does not seem to be a permissions issue. You worked on my site last time and it took quite some time to get it working again. You never told me what you did to fix it. Perhaps it is the same problem. I'm going to try and restore a backup which I did before the update. Can you please let me know what you did last time when this happened?

  • dleffler

    dleffler August 2nd, 2014 @ 10:50 PM

    Though it doesn't come to mind, here's my last email to you before the 500 error was corrected the last time. http://support.hostgator.com/articles/cpanel/internal-server-error-...

  • Patricia Van Roon

    Patricia Van Roon August 3rd, 2014 @ 04:58 PM

    The link you sent was not an email. It was from hostgator's site. I don't understand how a new exponent can be sent out without checking to see if it works. I am seriously considering switching to wordpress as exponent is not very user friendly.

  • dleffler

    dleffler August 3rd, 2014 @ 05:39 PM

    I'm sorry you are experiencing issues and can empathize with your frustration. The above link was what I had sent you in the past in an email. I'm not sure exactly how your (similar) issue was cleared up the last time, but the problem is specific to your web host server and related to a permissions issue (ref. the info from your web host help page above).

    WordPress is a good web application for simple blog sites and has a wealth of plugins for additional features and is supported by most if not all web hosts. However, I'm thinking that if you simply extract the WordPress .zip archive into the root folder, you will experience the exact same issue since it is coming from the web server and not the web application.

    If we can be of additional assistance, we stand ready to help.

  • dleffler

    dleffler September 12th, 2014 @ 12:34 AM

    • Milestone set to User issues
  • dleffler

    dleffler December 26th, 2015 @ 05:59 AM

    • Milestone changed from User issues to 2.3.7
  • dleffler

    dleffler January 1st, 2016 @ 04:18 AM

    • Milestone changed from 2.3.7 to 2.3.8
  • dleffler

    dleffler January 1st, 2016 @ 01:52 PM

    • Assigned user cleared.
    • Milestone changed from 2.3.8 to User issues
  • dleffler
  • dleffler

    dleffler June 3rd, 2016 @ 11:21 AM

    • Milestone set to User issues

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