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Just Bought Pro And 9 Out Of 10 Times I Get White Screen

Started by Brian Monarch, Jun 09 2015 02:42 PM

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12 replies to this topic

#1 Brian Monarch

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Posted 09 June 2015 - 02:42 PM

I just purchased Pro 4.1.8 since now the light version is so skimpy...  So far I've tried putting it on 4 different sites ALL on the same server.  On site 1 would give me the white screen after I activated the plugin or went into settings.  One time it got me as far as entering my API code and then gave me the white screen.  Finally worked after trying a 3rd time.  Site 2 actually worked after uploading it via FTP 3 times.  As soon as I installed "All in one calendar" on that site it white screened again.  Right now I've deleted it once again.  Deleted all in one all together and youtube still didn't work when uploaded again.   The 3rd site works after uploading it twice.  The 4th site I've only tried once, but it white screened.  

 

This is SO frustrating after dropping $100 for this thing after using it for free for what feels like half a decade with ZERO problems.  Not to mention you guys have made it so we MUST FTP it now.  That takes a lot of time for each of these installs only to find out it makes the site not work.

 

I've read on these boards that white screens means it's a PHP problem.   Well, I went into my VPS's WHM and used the apache ez updater and put the latest thing they had available.  Still having this white screen issue.  I have 20 comedian's websites on my VPS.  Most of them are on TubePress.  I'm getting lots of calls asking why their videos stopped working.  I bought this because I thought the paid version would work as easy as Tubepress has worked for me all these years.  So now today I'm a pretty unhappy customer.  I was already annoyed when i saw the 100 bucks wasn't lifetime...  Now this.  Plus no support tickets.  I have to wait for nice people on the forum board to reply, which usually ends up being "It could be a bunch of things...  Try these 8 different methods...  One of them might work"   Rather than personalized care for your customers.  Yeah, I'm annoyed.  Sorry about all the venting here...  But, this is pretty upsetting and I don't see anywhere else to do it.  

 

PLEASE help me figure out why this seems to work 1 out of 10 times.  I've tried disabling other plugins and I still got a white screen in many cases.  Why would it work on one or two sites and not the others on the same server.  Feel free to email me directly or call me if there's someone that does that.  Thanks.


#2 eed

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Posted 09 June 2015 - 02:50 PM

Hey Brian,

 

TubePress stopped working for one of our clients, too. After upgrading, when we try to go to OPTIONS (/wp-admin/options-general.php?page=tubepress) it just comes up with a white screen, too.

 

When I look at the source code, it looks like this.

 

If anyone has a resolution that has worked for them, please post! In the meantime, we will also open a ticket to TubePress.

 

Lisa

<!DOCTYPE html>
<!--[if IE 8]>
<html xmlns="http://www.w3.org/1999/xhtml" class="ie8 wp-toolbar"  lang="en-US">
<![endif]-->
<!--[if !(IE 8) ]><!-->
<html xmlns="http://www.w3.org/1999/xhtml" class="wp-toolbar"  lang="en-US">
<!--<![endif]-->
<head>
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8" />
<title>TubePress Options &lsaquo; Art Matters New Jersey &#8212; WordPress</title>
<script type="text/javascript">
addLoadEvent = function(func){if(typeof jQuery!="undefined")jQuery(document).ready(func);else if(typeof wpOnload!='function'){wpOnload=func;}else{var oldonload=wpOnload;wpOnload=function(){oldonload();func();}}};
var ajaxurl = '/art-matters/wp-admin/admin-ajax.php',
	pagenow = 'settings_page_tubepress',
	typenow = '',
	adminpage = 'settings_page_tubepress',
	thousandsSeparator = ',',
	decimalPoint = '.',
	isRtl = 0;
</script>
<meta name="viewport" content="width=device-width,initial-scale=1.0">

#3 Brian Monarch

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Posted 09 June 2015 - 03:32 PM

Thanks :)

 

Honestly if I didn't have so many sites and it didn't take 15 minutes to FTP this thing to each of them only to fail just about every time, I wouldn't be so frustrated.  So time consuming.  Why can't it be uploaded with the zip file in the dashboard?  It's not that large.


#4 eric

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Posted 09 June 2015 - 07:39 PM

Hi folks,

 

Thanks for contacting us and I apologize for the frustration that we have caused. This is the first I'm hearing of this major bug and I look forward to fixing it immediately. First, please note that we have just recently introduced a ticket-based support system so that we may better serve you. You can open a ticket with us here. As the big green banner says at the top of this page, we'll be phasing out forum-based support entirely in the near future.

 

Now, let's address this error. 99% of the time when there's a white screen of death (WSOD), it means there is a fatal PHP error underneath. So we'll need to figure out what that error actually is before I can come up with a fix. If either of you, or anyone reading this, could supply me with any of the following, it would make my job dramatically easier:

  1. FTP and/or WordPress admin credentials to your site that has the WSOD problem. Both sets of credentials would be ideal, but WordPress credentials would be needed at the least. This will allow me to reproduce the problem first-hand. You could PM me credentials here in the forum or send them in via a ticket.
     
  2. TubePress's debug output from the options page. You can produce this by adding &tubepress_debug=true to the end of the URL of your TubePress settings page. i.e. the URL would look something like this: /wp-admin/options-general.php?page=tubepress&tubepress_debug=true
     
  3. Any relevant messages from your PHP error log. Your hosting provider can help you find this.

Again if you could provide me with any of those, it will help me solve the issue. I'd love to get this done today!

 

 

 

Not to mention you guys have made it so we MUST FTP it now

 

We are equally frustrated that we have forced WordPress users to upload TubePress Pro via FTP, and I sincerely apologize for your frustration. However, please know that we have plans to add support for fully automatic installation and upgrades. I can't provide an ETA at the moment, but it's in the works.


#5 eed

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Posted 09 June 2015 - 07:51 PM

re: FTP and/or WordPress admin credentials to your site that has the WSOD problem. Both sets of credentials would be ideal, but WordPress credentials would be needed at the least. This will allow me to reproduce the problem first-hand. You could PM me credentials here in the forum or send them in via a ticket.

 

We are scheduled to upgrade our server to 5.5 from 5.4.33. That's supposed to happen at 10pm EDT tonight, so in a little over an hour. Afterwards, if this does not fix the issue, I can send you WP and FTP info via ticket.

 

 

 

re: TubePress's debug output from the options page. You can produce this by adding &tubepress_debug=true to the end of the URL of your TubePress settings page. i.e. the URL would look something like this: /wp-admin/options-general.php?page=tubepress&tubepress_debug=true

 

This just gives me another blank white screen WSOD. I am not able to view anything.

 

I will request the PHP error log from the host now.


#6 eric

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Posted 09 June 2015 - 07:59 PM

 

 

We are scheduled to upgrade our server to 5.5 from 5.4.33. That's supposed to happen at 10pm EDT tonight, so in a little over an hour. Afterwards, if this does not fix the issue, I can send you WP and FTP info via ticket.

 

Great! I'll be out of the office for dinner this evening (Pacific time zone) for about an hour or two, but will be coming back online afterwards to address this issue.

 

 

 

I will request the PHP error log from the host now.

 

Thank you.


#7 eed

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Posted 09 June 2015 - 08:07 PM

Okay, I'm actually on Pacific time myself, but the client and host is on eastern.


#8 Brian Monarch

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Posted 09 June 2015 - 08:17 PM

I just emailed in the info you requested via a ticket.  Thanks


#9 eed

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Posted 09 June 2015 - 08:29 PM

I have the Apache log, that's what the host said we could send.

 

"PHP errors will show up in the Apache error logs."

 

I'm going to send that via ticket.


#10 eric

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Posted 09 June 2015 - 08:57 PM

Many thanks to both of you for working with me to get this fixed!

 

We have an quick update on Brian's site, and here's a copy of the message I just sent to him via the ticketing system. Looking through the error logs, I found this:

[10-Jun-2015 01:28:16 UTC] PHP Fatal error: Internal Zend error - Missing class information for in <redacted>/wp-content/plugins/tubepress_pro_4_1_9/src/platform/scripts/boot.php on line 15

This error is coming from APC, a PHP extension that reached end-of-life two years ago. Since it's no longer maintained, there is really no hope of fixing this bug and it's a good idea to find an alternative. The only solution is to either:

  1. disable APC entirely, which I don't recommend for a long-term solution or
     
  2. ditch APC in favor of something like xcache instead.

If you're not the admin of your servers, you'll want to contact your hosting provider for guidance on how to get this done. It should only take a few minutes to switch to another accelerator.
 


#11 eed

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Posted 09 June 2015 - 10:42 PM

The upgrades have been done, still getting wsod. will send wp and ftp info now via ticket


#12 eed

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Posted 09 June 2015 - 11:01 PM

Did you put out an update to the software? I see 4.1.9 is there, and so we updated this. Looks like the combination of upgrading our server and upgrading to the software you just put out worked!


#13 eric

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Posted 09 June 2015 - 11:33 PM

Did you put out an update to the software? I see 4.1.9 is there, and so we updated this. Looks like the combination of upgrading our server and upgrading to the software you just put out worked!

 

4.1.9 was released earlier today, yes. I'm glad to hear that you're back in working order! Don't hesitate to bug us again for anything else.


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