Adobe Commerce site down troubleshooter

Click on each question to reveal the answer details in each step of the troubleshooter.

Step 1

 Does https://status.adobe.com show any issues?

a. YES – If you checked Adobe Magento Status and it showed an issue, open a Support Ticket for further investigation.
b. NO – If you checked Adobe Magento Status and it did not show an issue, proceed to Step 2.

Step 2

 Does http://status.fastly.com show any issues?

a. YES – If you checked Fastly Status and it showed an issue, open a Support Ticket for further investigation.
b. NO – If you checked Fastly Status and it did not show an issue, proceed to Step 3.

Step 3

 Check your website in a web browser. Do you get a 200 (OK) code?

To check error codes in Firefox: Click the Open Menu icon > Web Developer > Toggle Tools > Network tab > All filter > Status column. To check error codes in Chrome: Click the Open Menu icon > More Tools > Developer Tools > Network tab > All filter > Status column.

a. YES – Open a Support Ticket for further investigation.
b. NO – Proceed to Step 4.

Step 4

 Which website error code did you receive?

a. Error Code 500 – Check log of /var/log/platform/. If this data does not present the issue to you, you can open a Support Ticket and include the troubleshooting information you have so far for further investigation.

b. Error Code 503 – Check log of var/reports. If this data does not present the issue to you, you can open a Support Ticket and include the troubleshooting information you have so far for further investigation.

c. Error Code 404 - Run the following query: SELECT f.flag_data->>'$.current_version' as flag_version, (su.id IS NOT NULL) as update_exists FROM flag f LEFT JOIN staging_update su ON su.id = f.flag_data->>'$.current_version' WHERE flag_code = 'staging'; If the query returns a table, where update_exists value is “0”, refer to the Error 404 on all pages, storefront and Admin, due to Content Staging issue article. In all other cases proceed to Step 5.

d. Other Error Codes – Proceed to Step 5.

Step 5

 Is your site slow, or having high server load, high CPU load, slow request processing, or outages in MySQL or Redis?

a. YES – Proceed with steps for Checking for DDOS attacks from CLI.
b. NO – Check logs of /var/log/exception.log and /var/log/deploy.log, and if this data does not present the issue to you, proceed to Step 6.

Step 6

 Do you have deployment errors or deployment failure?

a. YES – Proceed to Step 13.
b. NO – Proceed to Step 7.

Step 7

 Do you have Elasticsearch errors?

a. YES – Proceed with steps for checking Elasticsearch.
b. NO – Proceed to Step 8.

Step 8

 Was your MySQL database having slow queries or incorrect queries?

a. YES – Proceed with Checking slow queries and Processes taking too long in MySQL and checking your query structure in this MySQL query tutorial.
b. NO – Proceed to Step 9.

Step 9

 Is your static content not available?

a. YES – Proceed with consulting the Checking static content article.
b. NO – Proceed to Step 10.

Step 10

 Do you see PHP Fatal Errors in your logs?

a. YES – Proceed with consulting Common PHP Fatal Errors and solutions.
b. NO – Proceed to Step 11.

Step 11

 Are you seeing Redis errors?

a. YES – Proceed with steps to verify Redis is running and for Redis troubleshooting.
b. NO – Proceed to Step 12.

Step 12

 Are you seeing Indexer errors?

a. YES – If your Index is locked by another process, consult Index is locked by another process. If you have other Indexer errors, please open a Support Ticket for further investigation.
b. NO – Open a Support Ticket for further investigation.

Step 13

 Do you have issues with your custom module(s)?

a. YES – Proceed to consult General custom module troubleshooting help.
b. NO – Proceed to Step 14.

Step 14

 Do you have post-hook failures?

a. YES – Proceed with checking your MySQL error in this MySQL server error message reference.
b. NO – Proceed to Step 15.

Step 15

 Do you have issues with composer patches?

a. YES – Proceed to consulting Applying a patch takes your site down.
b. NO – Proceed to Step 16.

Step 16

 Do you have SQL database errors?

a. YES – Proceed with checking your MySQL error in this MySQL server error message reference.
b. NO – Proceed to Step 17.

Step 17

 Do you have MySQL database dead locks or an unresponsive MySQL database?

a. YES – Proceed with checking for MySQL dead locks in this Deadlocks in MySQL article.
b. NO – Open a Support Ticket for further investigation.

Back to Step 1

Click HERE to see the Site Down Troubleshooting Flowchart.

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