Ionos upgrade resulting in error 500 across the site

[Mike Hughes]

I see a mix of .pl and .pm files in mine but no perlscript.pl file. My files are all dated with various 2019 dates.

[Mike Hughes]

It looks like your site is working again. Did something change.

[KarenBM]

It looks like your site is working again. Did something change.

Oh! Is it!!! Woohoo, I'm off to check it. Didn't work last time I checked.

[KarenBM]

Nope, still the same. What did you see that was different?

Strange that all my files were modified but yours weren't.

[KarenBM]

the three files that appear to have been overwritten again by my upload this morning - as they are timestamped 08:21am, are:
sts00000.pl
cp000001.pl
sa000001.pm

so they must have been modified by 1and1 to work with the site but then overwritten when I uploaded the site. The sending email from within Sellerdeck is still working, so whatever they did for that has not been overwritten.

[Mike Hughes]

Weird. I could add to cart and start checkout but now I can’t.

sellerdeck have just emailed this so there must be something odd going on.

Issues with IONOS Hosting and Sellerdeck Desktop We have become aware of an issue affecting customers using IONOS as a hosting provider. Website functions are not operating as expected since IONOS have implemented certain changes to their environment. It is our recommendation that customers impacted by any issues speak with IONOS first. We are, however, investigating the issue to see whether there is anything we can do to provide a temporary workaround or fix. We will provide an update as soon as we have further information or suggestions. For further information please contact our Account Managers on: 0845 129 4888 or sales@sellerdeck.com © 1996-2020 Sellerdeck Ltd Registered in England & Wales No. 3221222. VAT No. GB 834 8536 04 Sellerdeck Ltd, 1 Emperor Way, Exeter Business Park, Exeter, Devon, EX1 3QS You can unsubscribe from this list, but you'll restrict the updates you may receive from us.

My site still seems to be working but I won’t Be able to investigate fully until I get back to the shop on Monday.

[icalltd]

I was using V11 and after exporting my site and then installing V18 and importing the save site into V18 I'm back up and running with my webshop. However I now need to reapply some mods that were made. Emails are not working so not sure if this is an IONOS issue or a settings issue. I have a support call in with IONOS regarding addition Perl packages required and asked which ones were installed and which ones aren't

[Mike Hughes]

That sounds promising.

Sellerdeck has the option to check the Perl modules installed on your server. I can’t remember which menu it’s under but it is there.

[KarenBM]

Very relieved to report that the site is fully operational this morning. I did an upload, and expected the worst, and it stayed OK. Phew! I noticed three modified scripts in the CGI-Bin was NOT overwritten by the upload. I can see that the new Perl module IS installed on my server, so can only assume they have modified the Sellerdeck files to work with it - just hope a future upload my end wont overwrite that at some stage). The only thing not working so far is the transfer from site to Sagepay. There is the "Error initialising ..." message. I initially thought maybe ionos had put us on another server so called Sagepay to get the IP address, but nothing had gotten through to them, so the fault is my end. Do you know what I can do now to make that work? Paypal transfer is working fine.

[KarenBM]

OK so clearly it is not all OK as yet. Just tried a network test and got the same error - although everything seems to be OK?

The test script failed to execute on the web server. The error could be caused by several things. Check:
- the 'Path to the Perl shell'
- the 'CGI script extension'
- the 'Path to CGI-BIN'
- the 'CGI-BIN URL'
- the amount of web space left on your server
- if your server is configured to accept POSTs to CGI scripts
- the permissions on the server:
On Linux/Unix based servers the permissions should be:
cgi-bin (755)– drwxr-xr-x
Online Store Folder (777)– drwxrwxrwx
On Windows based servers (need to be checked with the hosting company):
IIS
cgi-bin = read/execute
Online Store Folder = read/write/execute
NTFS
cgi-bin = Catalog's FTP account needs 'Change' permissions on the directory
Online Store Folder = Catalog's FTP account needs 'Change' permissions on the directory AND the IUSR_<servername> account needs to have 'Change' permissions on the directory

[KarenBM]

Open SellerDeck and click on Help > Troubleshooting then click on Web Site Analysis. Report back here anything it finds that it doesn't like.

OK was able to get this, and although most scripts are running now there are still problems:


SMTP Communication


Get host name...

Host name is 'charmedcardsandcrafts.co.uk'

DNS lookup...

OK

Create socket address...

OK

Create socket...

OK

Connecting to socket...

FAILED. Connection timed out

SMTP Test failed
_____ End of SMTP Test ____


Odd because no problem sending mail from Sellerdeck and the website.

[KarenBM]

Right, just realised Crypt::SSLeay is NOT installed on the ionos server now, according to the Web Site Analysis tool - hence the connection error to Sagepay I assume??

When I look in the web site analysis tool is says perl 5.028 is installed? This from there:
Perl Environment
Perl Version 5.028001
Real CGI User ******
Real CGI Group ftpusers
Effective CGI User *****
Effective CGI Group ftpusers
Script name ************
FTP User ************
FTP Group ftpusers
Perl Modules
Digest::MD5 2.55
ActEncrypt1024 Not installed
Exporter 5.73
File::Temp 0.2304
LWP::UserAgent 6.36
Crypt::SSLeay Not installed
CGI 4.40
CGI::Carp 4.40
Archive::Zip 1.64
Net::SSL Not installed

[Goz]

I know that you like 1&1/ Ionos Karen but I really do think you should look at moving to a host who knows about SellerDeck.

SellerDeck; Host-IT; Elysium:Online (my company) and I'm sure others like Jonathan Chappell can help you out.

[KarenBM]

Not had many server related problems in 15 years Goz, but heaps of Sellerdeck related ones. If a change was needed it would probably be to another platform altogether. Right now I just want to try and resolve the problems and be able to take orders successfully.

[PC Int]

Hello. Our SD2014 website hosted on ionos also went down on early Wednesday morning following the ionos upgrade to their shared server software. Our Perl scripts could no longer run which triggered a 404 error and prompted an ionos generic 404 page not found which listed some rival sites (to add insult to injury).

As part of their shared server upgrade, all ionos shared servers now run Perl version 5.28. SD2014 scripts will not run without mods on Perl v5.28 which is what ionos are trying to do - actually editing some of the SD perl scripts in situ (!) to remove some deprecated code and then write-protecting them so they don't get overwritten if we refresh site. They tried this with us with similar results to Karen above, so we have upgraded to SD2018. SD versions 2016.0.3 and later will run with Perl v5.28 .

Our scripts now run but order-taking using PayPal is flakey as we try to get ionos to install the following Perl modules: Crypt::SSLeay and Net::SSL . There is also an issue with using the ionos SMTP server (for sending customer order confirmation emails) which may require Gridmail hack or similar to resolve.

This is DAY 4 with lost orders (we can receive card-only orders via PayPal but not if customer tries to use their own PayPal account to pay). Extremely unhappy bunnies.


Paul
The Book Palace and Illustration Art Gallery