Occasionally you’ll go to a website and get a very general HTTP error 500 like the one shown above. Aside from “This page isn’t working” there really isn’t much to go on here.
The steps would typically be to log into your dashboard and figure out what’s going on, but a lot of times that’s broken as well when we encounter a 500 error.
So defining an HTTP error 500 can be helpful before understanding how it relates specifically to a single site.
HTTP error 500: The server encountered an unexpected condition which prevented it from fulfilling the request.
While that doesn’t look like much to point us in the right direction, it’s more helpful than you think. It tells us what errors are not happening.
For example, we know that there aren’t any temporary redirects on the site (error 307), we know that there wasn’t a network timeout (error 599), and we know that there’s definitely content at the URL, the server just doesn’t know what to do with it (error 404).
*If you’re ever in need of a full list of HTTP Error codes, this one is great.
So where can we get more information about what IS actually going on with the site? For that, we'll want to check the Error Log.
Error Log
The error log can be found in cPanel > File Manager.
Click on the file called error_log and then (depending on how big the file is) click edit or view.
You’ll want to scroll to the bottom where the most recent errors are kept. Here are two different versions of examples that you might see:
Example 1:
What we know: The error occurred on August 29th at about 4 PM. The error is coming from the chromatic theme, and there’s an unexpected ‘.’ on line 137 of the template-helpers.php file.
Example 2:
[12-Sep-2017 19:35:37 UTC] PHP Fatal error: require_once(): Failed opening required
'/home/***/public_html/nursing401/wp-includes/class-wp-feed-cache.php'
(include_path='.:/opt/cpanel/ea-php56/root/usr/share/pear') in /home/***/public_html/nursing401/wp- content/plugins/feedwordpress/feedwordpress.php on line 100
What we know: There’s a PHP conflict with the FeedWordPress plugin, specifically on line 100 of feedwordpress.php.
In both instances, you could go down a rabbit hole following the vague directions from the error logs, but simply removing the period in Example 1 wouldn’t fix the problem– it would add another line in the logs suggesting that there’s an extra quotation mark on line 53.
These errors suggest that there’s a larger problem at hand: perhaps there’s a conflict between two plugins, or perhaps a theme doesn’t like the new WordPress update. From a Support standpoint, it isn’t our job to fix the theme– that’s the responsibility of the theme developer. But it is our job to remove the errors and get the user back into their WordPress dashboard.
To do that, go back into the File Manager > Website Directory. Navigate to corrupted file or folder. So for Example 1, I’d go to public_html > wp-content > themes. There, you’ll want to turn the chromatic theme off, which can be done by renaming the folder to “chromatic_off” or something similar.
This method works well for temporarily disabling a feature that may be causing problems without deleting it. Temporarily turning off themes & plugins can be a great troubleshooting method as well if you’ve exhausted all other resources.
In the above case, turning off the chromatic theme by renaming it worked. You can then confirm that the HTTP error 500 was removed from the domain, and access the WordPress dashboard once more.
If you are assisting or working with other users on a site, then now is a good time to send a message letting them know the theme or plugin has been disabled. In many cases choosing an alternate theme or plugin is the simplest solution to fixing the problem for the long run. If there isn't a suitable alternative, then it is best to reach out to the developer as to why there was an error.