Store down - Shopsite corruption?

[dlundell]

Hi guys,

We have a serious problem with our Shopsite installation.

Much of the back end isn't working (orders, products, pages to name a few that don't work).

For our customers, here's what they see when trying to add an item to their shopping cart, after a couple-of-minutes timeout:

Error opening new basket database file
/usr/home/zr/ss_data/ip/SSMSB1228240670.31591" from "./basket.new"
This can be caused if the file "./basket.new" does not exist, or if
either directory path has incorrect permissions or ownership. Please
alert the store owner that this problem exists.

I've been looking around and came across this, in the shopsite_db_info log file:

File name: /usr/home/zr/ss_data/shopsite_db
FAILED Integrity Check
wrong # of entries in index a_ph_idx
FAILED Integrity Check
wrong # of entries in index a_ci_idx

File name: /usr/home/zr/ss_data/referers.db
DB Version 2.1
No errors were reported.

File name: /usr/home/zr/ss_data/ref_orders.db
DB Version 2.1
No errors were reported.

The file shows a modification date of a couple of hours ago, so about coincident with the problem.

I've been on the line with our reseller (Pair), but they don't have any of their Shopsite guys in, so we're stuck until tomorrow at least (which is a big problem to say the least).

Anyway, I thought I'd run this by you here - perhaps someone has an idea?

Thanks,

- dc

[robm]

In the backoffice, try compacting the database:
Utilities -> Database -> Compact

See if that fixes it. Also, if you use realtime UPS shipping rates, try disabling them and see if that fixes it.

[dlundell]

In the backoffice, try compacting the database:
Utilities -> Database -> Compact

See if that fixes it. Also, if you use realtime UPS shipping rates, try disabling them and see if that fixes it.

I'll try those.

Would you shed some light on why each of them might be a solution?

Some more information - some of the system came back after a while - I don't want to look at orders right now for fear of putting it into t he same non-orderable state again. I'm wondering if there is/was something going on related to the .processing lock file, which seemed to be coincident with the inability to add to a customer's shopping cart - just a thought. I was watching the file, and noticed that when the front end came back to life, the .processing file was gone. Could be coincidental.

Thanks much - I appreciate the reply,

- dc

[robm]

If the ShopSite database is corrupt, a compact will try and fix any issues.

Sometimes when UPS rate servers get really slow, the cart will essentially "hang" waiting on a UPS response until that cart error message appears.

Also, a corrupt ShopSite cookie on your computer can sometimes (very rare) cause that message to appear for your session.

[dlundell]

If the ShopSite database is corrupt, a compact will try and fix any issues.

Sometimes when UPS rate servers get really slow, the cart will essentially "hang" waiting on a UPS response until that cart error message appears.

Also, a corrupt ShopSite cookie on your computer can sometimes (very rare) cause that message to appear for your session.

ok, the database compact repaired the database (Bad -> OK).

However, once again, when I go to view orders, it hangs (and causes the rest of the system, including adding an item to a cart, or viewing a cart). I'm guessing that whatever it was that timed out (removal of the .processing lock file?) will once again allow cart actions to work, but that if I try to view orders, it'll put it in the hung state.

Here's a screenshot of the view orders in the hung state - just FYI:

http://www.zombierunner.com/tmp/orders_hung.jpg

So... any other thoughts?

Thanks,

- dc

PS. I also tried disabling UPS, but that doesn't seem to be related.

[m2]

Check the amount of available disk storage.

m2

[dlundell]

I may have fixed the problem.

We had an orders page search string set using the 'Orders with Gift Certs', and remember search set.

Something about the search hung the search, and in turn hung the rest of the system.

I think there's a bug, or a couple of bugs in there somewhere.

My fix was to manually edit sbdata.aa and remove 'checked' from the ordRSRemember line.

This removed the hanging search and all seems to be well.

[loren_d_c]

I think there's a bug, or a couple of bugs in there somewhere.

Could be, but it also could already be resolved in the latest ShopSite v10 version (looks like you are still on v9). But unless there is some other new feature in v10 that you need right away, I would suggest waiting until after the holidays to ask your host to upgrade your ShopSite.

-Loren

[dlundell]

I think there's a bug, or a couple of bugs in there somewhere.

Could be, but it also could already be resolved in the latest ShopSite v10 version (looks like you are still on v9). But unless there is some other new feature in v10 that you need right away, I would suggest waiting until after the holidays to ask your host to upgrade your ShopSite.

-Loren

We upgraded to v10 this morning.

Thanks,

- dc