multiple 500 errors

multiple 500 errors

Ticket 2683182 for account
  • Posted: 24 Apr, 2018 19:09 CDT
  • Status: Resolved
  • Ticket Subject: Technical Issues
+Expand AllTicket Messages:


  • Posted On 24 Apr, 2018 19:09 CDT

On behalf of client: Hello
I am receiving multiple 500 errors on my websites. Not sure what caused this or how can I resolve it , any assistance is highly appreciated



Renato Frota
  • Support Guru
  • Posts: 12515
  • Posted On 24 Apr, 2018 19:27 CDT

Hello, Albert.

Thank you for contacting our Help Desk.

Please allow us some time to investigate your case.

I will update this ticket with more information once it is available.

Best regards,

Renato Frota
Technical Support Team



Renato Frota
  • Support Guru
  • Posts: 12515
  • Posted On 24 Apr, 2018 23:04 CDT

Thank you for your patience, Albert.

I suspect the 50X errors (like 500, 503 and 504) are caused by a high number of requests to from IP address.

Here are the most recent script executions stats of your account (last 110 minutes), for your reference:

=== Top 10 Executed Scripts ====================================================================================
Count Script Local Path
—– ———————————————— ——————————————————-
18210 /home/hostlike/pubweb211/uservice/api/extend-session.php
8072 /home/hostlike/pubweb211/211app/tracker/index.php
5989 /home/hostlike/pubweb211/uservice/tracker/index.php
1738 /home/hostlike/pubweb211/211cn/index.php
598 /home/hostlike/pubweb211/211app/api/get-service-points.php
332 /home/hostlike/public_html/index.php
306 /home/hostlike/pubweb211/it/index.php
223 /home/hostlike/pubweb211/taiji/index.php
219 /home/hostlike/pubweb211/211cn/wp-cron.php
208 /home/hostlike/pubweb211/taiji/wp-cron.php
—————————————————————————————————————-=== Top 10 IP Addresses ============================================================================================================
Hits IP Address UserAgent
—– ————— ————————————————————————————————————
18467 Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWeb …… ML, like Gecko) Chrome/65.0.3325.181 Safari/537.36
107 Mozilla/5.0 (Linux; Android 8.0.0; H8296 Build/51. …… NetType/WIFI Language/zh_HK
102 WordPress/4.9.5;
80 Mozilla/5.0 (Linux; Android 8.0.0; LON-AL00 Build/ …… NetType/WIFI Language/zh_CN
74 Mozilla/5.0 (compatible; MJ12bot/v1.4.8;
63 jetmon/1.0 (Jetpack Site Uptime Monitor by
62 Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_3) Ap …… (KHTML, like Gecko) Version/11.0.3 Safari/604.5.6
60 Mozilla/5.0 (Linux; Android 8.1.0; ONEPLUS A5010 B …… e Gecko) Chrome/65.0.3325.109 Mobile Safari/537.36
54 Mozilla/5.0 (iPhone; CPU iPhone OS 11_2_6 like Mac …… D100 MicroMessenger/6.6.6 NetType/WIFI Language/en
47 Mozilla/5.0 (iPhone; CPU iPhone OS 11_3 like Mac O …… 6 MicroMessenger/6.6.6 NetType/WIFI Language/zh_CN

As you can see, the requests from are the most frequent, and they are almost exclusively to that same URL:

Code: [~/access-logs]# grep | awk ‘{print $7}’ | sort -n | uniq -c | sort -rn | head
18206 //api/extend-session.php
24 //api/get-service-points.php
12 //api/get-service-types.php
11 //tracker/index.php?ref=
9 /server/api/extend-session.php
7 //tracker/index.php?ref=
7 //api/login-action.php
5 /api/extend-session.php
3 //tracker/index.php?ref=&qs=__hbt=1524625131147
2 //tracker/index.php?ref=

(the number if front is the amount of times the URL has been requested the last 110 minutes by this same IP)

This seems to be the cause of an high CPU usage on your account, causing the 50X errors.

Best regards,

Renato Frota
Technical Support Team



  • Posted On 26 Apr, 2018 19:55 CDT

Thank you Renato. This is very helpful information. Is it a log somewhere on the server? Could you tell me where it located so I can look at it later time?



Valeri Kratunkov
  • Support Guru
  • Posts: 13100
  • Posted On 26 Apr, 2018 20:35 CDT

You can download the raw access logs for each one of your websites to your local computer via cPanel > Raw Access Logs and analyze them. On the bottom of the page, you can also find archived logs for the previous months.

If you have other questions or concerns, please do not hesitate to contact us.

Best Regards,

Valeri Kratunkov
Technical Support Team

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Author: Albert

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