Community Q&A:

Site is down after support tried to help

Asked by:
HubFans / n/a Points Time:
2016-11-07 9:21 pm EST Category:
Website Troubleshooting Hits:
103
We reached out to web hosting hub last night. We had updated our Concrete5 site, http://historicgrandinvillage.com/, from 5.6.3.3 to 5.6.3.4. After doing that the site worked fine, except none of the forms worked. So we restored to the previous version and the forms didn't work in that version either (they had been working fine previous to the upgrade). By restoring I lost a lot of work I had done on the site as well. So when the technician said he didn't see any issues on his end, we decided to let him revert to the site the way it was 24 - 48 hours ago. He said he would, and that it would take a few hours. This morning the site is still not online and shows these errors:

Warning: require_once(/home/histor66/public_html/updates/concrete5.6.3.4/concrete/blocks/accordion_toggle/controller.php) [function.require-once]: failed to open stream: No such file or directory in /home/histor66/public_html/updates/concrete5.6.3.4/concrete/core/libraries/loader.php on line 217

Fatal error: require_once() [function.require]: Failed opening required '/home/histor66/public_html/updates/concrete5.6.3.4/concrete/blocks/accordion_toggle/controller.php' (include_path='/home/histor66/public_html/libraries/3rdparty:/home/histor66/public_html/updates/concrete5.6.3.4/concrete/libraries/3rdparty:.:/usr/lib/php:/usr/local/lib/php') in /home/histor66/public_html/updates/concrete5.6.3.4/concrete/core/libraries/loader.php on line 217

At this point web hosting hub has overridden the previous backup and they say the only thing that can be done is someone who knows concrete5 can troubleshoot these errors.

I am pretty desperate, as, thanks to web hosting hub, my site is broken now. Please, can someone help??

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ANSWERS

0

KKessler
2016-11-07 10:22 pm EST
Some additional information: One other thing I forgot to mention: I asked the technician if the problem initially could have been that when we upgraded to 5.6.3.4 we just needed to upgrade the php as well and that might have solved the form issue.

He replied: I see the php version was 5.2.17 and as you were in the latest version of Concrete 5 it most likely needs the update to php version 5.6.27.

So webhostinghub was supposed to upgrade the php after the site got back online, but it never did.

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0

ScottM
Staff
16,266 Points
2016-11-07 10:48 pm EST
Hello,

Sorry to hear you are having issues with your site displaying after the Concrete5 update. I was able to address a couple of issues by finding the correct files. The site is stuck now, giving a similar error, but regarding packages. It seems it is trying to load the clevyr_nav pacakge, but that is not listed in the packages folder.

I looked through the other folders and they also do not have thqt package in the packages folder. If you can log into the back end and remove it, that may help the situation. If not, you may want to consult the Concrete5 forums for instructions on removing the package via the database. Once the package is no longer being called, then that error will not show and it may be able to fully load.

Kindest Regards,
Scott M

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Where are you looking at the packages folder? We are looking in FileZilla at the packages folder and we are seeing the clevyr_nav. If you mean by logging into the backend to go into the files via a file manager, that is what we are doing. We are afraid if we remove it altogether the nav will not load properly. Perhaps we are not understanding?
KKessler
13 Points

2016-11-07 11:05 pm EST
I am looking in the public_html/packages folder. I did not see it there. As for logging into the back end, I mean are you able to log into the Concrete5 Admin dashboard?
ScottM
16,266 Points
Staff
2016-11-08 12:37 am EST
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