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My Site is Down

Help! My site is down!

Don’t worry! Here are some troubleshooting steps you can use to try to solve the problem on your own.

Check your “/install/” section

The first thing you should do is see if your server is running by going to your package manager. To do this, navigate to your site’s install page like this:

http://example.com/install

If that doesn’t work, there’s a problem with your server. How do we know? Because “install” is a separate directory outside all of the script and module specific code that pertains to your SocialEngine PHP license. That license-specific code resides in the “/application” directory. Since you’re already getting an error and you haven’t entered the SocialEngine-specific code yet, it means that your server is malfunctioning and you should contact your hosting company to look into the problem.

If it does work and you’re able to access your Manage Plugins section, that means your server is running and the issue is somewhere within your SocialEngine setup.

Get the error code via Development Mode

Next you should put your site into “development mode” via FTP so that you can see the exact error code that’s displayed when you try to browse to your site. If you leave your site in production mode, you will only see a generic error message without the error code.

To put your site in development mode, edit the file “/application/settings/general.php” and search for this line of code:

'environment_mode' => 'production'

Replace that line with the following:

'environment_mode' => 'development',

Search for the error code in your log file

Your main log file contains a list of error codes along with their definitions. Open up “/temporary/log/main.log” to search for the error code you are presented with.

If there are multiple main.log files (main.log.1, main.log.2, etc) created on your server, you can reproduce the log error by deleting all existing logs and opening your site’s URL (http://example.com) a few times. Then go back to your FTP panel, refresh the files and you’ll find a new “main.log” file. Open that file and search for your error code.

Error says “Unable to load MODULE_NAME ….”

If the error says something like “Unable to load module MODULE_NAME ….”, please disable the corresponding plugin from the “Manage Plugins” section that you accessed earlier.

If you can’t locate that plugin on the Manage Plugins page, you can disable it directly via the database. To do this, open your database, go to the table “engine4_core_modules”, look for the MODULE_NAME that’s giving the error, and change the value of the “enabled” column in that row to 0.

Now try accessing the site again. If you get the same error for additional modules, repeat this process to disable those modules.

Error says “Unable to allocate memory for pool…”

To fix this error, you’ll need to increase your site’s memory limit. Do this by opening your php.ini file and increasing the value of the “memory_limit” variable appropriately. If this isn’t possible for you to do, ask your hosting company to increase your memory limit. If you only have the 10 or so default plugins installed on your site, we recommend an increase of at least 128 MB. If you have installed additional plugins beyond those, you might want to increase by 256 MB.

Error does not match an above option? Check the error log for the associated module

If the error doesn’t match any of the above options, please check all the lines of the error log to find the module’s name with which error is associated. For example, you should see lines somewhat like this (“Example” is the name of plugin with which the error is associated):

#6 /public_html/xxx/application/modules/Example/controllers/IndexController.php(535)...

Looking at the complete log, you’ll be able to find if any 3rd party module is involved in producing the error.

Error is caused by a third party plugin

You may find that the error is being caused by a plugin that wasn’t developed by SocialEngine. Unfortunately, we are not able to troubleshoot issues that are caused by products from third party developers. To resolve the issue, we recommend you disable the plugin using the steps listed above, and then contact the developer of that plugin to have them help you fix the issue.

Error is due to a core SocialEngine module

If you’ve made it this far and are still seeing errors, there could be any number of things that are the cause. We recommend you contact our support team with detailed information about your issue so that we can address your specific needs and help you get them resolved. You can either email us directly at support@socialengine.com or fill out a support ticket from your client panel.

Great work! Please feel free to contact us if you have any questions or need further tutorials. Visit our community to have more interactions with us and other clients or third party developers. We’d love to see you there!

support@socialengine.com
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