Adobe Commerce site down troubleshooter
- Topics:
- Support
CREATED FOR:
- Developer
Click on each question to reveal the answer details in each step of the troubleshooter.
Step 1
b. NO – If you checked Adobe Commerce Status, and it did not show an issue, proceed to Step 2.
Step 2
b. NO – If you checked Fastly Status and it did not show an issue, proceed to Step 3.
Step 3
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
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
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
Step 7
Step 8
b. NO – Proceed to Step 9.
Step 9
Step 10
Step 11
b. NO – Proceed to Step 12.
Step 12
b. NO – Open a Support Ticket for further investigation.
Step 13
Step 14
b. NO – Proceed to Step 15.
Step 15
Step 16
b. NO – Proceed to Step 17.
Step 17
b. NO – Open a Support Ticket for further investigation.
Click HERE to see the Site Down Troubleshooting Flowchart.
Related reading
Best practices for modifying database tables in the Commerce Implementation Playbook