Site Down: How to Triage Those First Minutes
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The document provides a guide on how to effectively triage issues during the first minutes a website is down. It covers various strategies for diagnosing the problem, common error codes, and potential causes of downtime, along with recommended actions for resolution. Additionally, it emphasizes the importance of gathering detailed information when seeking help and maintaining regular updates to prevent future issues.
Site Down: How to Triage Those First Minutes
- 1. Site Down: How to Triage Those First Important Minutes John P. Gamboa jpgamboa.com @jgamboa WordCamp Tampa 2016
- 2. @jgamboa • Technical Project Manager, WP Engine • 2+ years in technical support • Developed and managed sites in China
- 3. Is it just you? • Downforeveryoneorjustme.com • GeoPeeker.com • Check on mobile Internet • Webpagetest.org
- 8. Is it just you? • Downforeveryoneorjustme.com • GeoPeeker.com • Check on mobile Internet • Webpagetest.org
- 9. 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
- 10. 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?
- 11. My site’s down! Help! Working, but not ideal • SSL Error • Google Malware Message • Non-fatal Theme and Plugin error
- 15. My site’s down! Help! Working, but not ideal • SSL Error • Google Malware Message • Non-fatal Theme and Plugin error
- 19. 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
- 20. Site Down, cont. • Database error • Multisite registration/domain mapping issue • Datacenter issue/Connection Timeout
- 21. 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
- 22. 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
- 23. cURL the site • Use Terminal/Putty or any command line tool to confirm site down. • Cross check HTTP code with common causes.
- 24. cURL Examples file:///Users/john.gamboa/Desktop/wso20 0.swf Videos of site down curls which can’t be embedded.
- 25. 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
- 26. 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?
- 27. When asking for help • Don’t just say “Help! My site is down.” More info, the better • Provide screenshots and cURL results • Stay calm!
- 28. 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
- 29. 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
- 30. 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
- 31. Q & A John P. Gamboa @jgamboa jpgamboa.com
Editor's Notes
- #3: Hey Everyone. I’m John P. Gamboa. I’m a Enterprise Support Specialist at WP Engine’s HQ in Austin, TX, USA Prior to being in TX I spent four years living and working overseas. One year in S. Korea and nearly three years in Shanghai, China I got my start in WordPress doing a few small beer-oriented websites for Shanghai’s burgeoning craft beer scene. And yes, there’s craft beer in China.
- #13: SSL connection error.
- #14: Google malware message.
- #15: CSS not loading.
- #17: White Screen of Death
- #18: Redirect Loop Error
- #19: White Screen of Death