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A 500 Error is a generic error code used to indicate a problem or a misconfiguration on a website or server. There are many different causes for a 500 error and this guide from UK2 will walk you through the basic troubleshooting steps - including how to submit a ticket to the UK2 support team if you should need further help resolving the issue.

 

500 errors are occasionally faced on your website. They will appear similar to the error seen in the screenshot below:

Step 1: Refresh The Webpage And Wait A Few Minutes

Click the refresh/reload button or retype the website’s URL to wait for the page to reload. The server error could be a temporary issue that may resolve itself without any additional action. Simply refreshing the page will often resolve the error.

If the 500 Internal Server Error message appears during the checkout process from an online merchant, be aware that duplicate attempts to refresh the page and checkout may create multiple orders along with multiple charges. Most merchants have automatic protections against this sort of action but it's something to keep in mind when refreshing a page.

Step 2: Check Your Recently Installed WordPress Themes And Plugins

Some 500 errors are often caused by incompatibilities with recently installed WordPress themes or plugins that have either recently been installed or have become outdated. If you have recently installed a plugin or theme, disable them to revert to previous themes and resolve the error. Be sure that all of your themes and plugins are updated and functioning properly. This can be done by disabling all plugins and activating one at a time while checking for error.  

Step 3: Check The Error Logs In cPanel

  1. Log into cPanel  within the “Shared Hosting” tab.


    2. Click on the “Metrics” section.
    3. Click the “Error” icon.

This log will display a list of error messages from your website. You will find detailed information about each error including: a description of the error, the date and time of the error, some information about the client receiving the error and information about which folder or file is generating the error. From this log you can seek resolution depending on the information about the error that you receive.

 

The UK2 knowledge base includes articles on how to resolve the most common of  500 errors. If you cannot find a solution to your specific error, or if the log does not display any error information concerning your specific problem, please submit a ticket to the UK2 technical support team. 

Step 4: Submit A Support Ticket Within Your UK2 CHI Dashboard

1. After logging in with your username and password, click on the “home” tab as seen below.

2. Click on the blue icon titled “Contact Our Support Team” taken to a form for your information.

3. Fill out a service ticket for the error by entering all pertinent information in the blanks provided.


 

When filling out the ticket, please include the following information:

Set the Department to “Technical Support.”

Set Priority to “Normal.”

Include the following information in the body of your message:

  • The exact URL of the page that is displaying the 500 error

  • Conditions surrounding the problem (our technicians will need to replicate the problem in order to solve it, so include as much information as possible)

  • Any data you found when checking the error log

  • Any recent changes you made to your site (including installed WordPress plugins or themes)

Please allow our technicians time to resolve the issue.