Max Posted September 23, 2023 Share Posted September 23, 2023 We are in the cloud, and trying to integrate a new ad partner Ezoic and it is going very poorly. We have a small group of users that pay a subscription to get no ads. Ezoic doesn't use the ad blocks, so they gave us a script to put in that would (they said) prevent ads for that group. We made changes to core > front > ipsfocus > headExtra and put things in there. I thought everything was working but now people are saying they can't access the forums. Some groups can, some can't so I want to remove the latest changes and revert back. I can't get into the admin panel, I get this message no matter what I try. Any help is appreciated. Thanks. [[Template core/admin/global/globalTemplate is throwing an error. This theme may be out of date. Run the support tool in the AdminCP to restore the default theme.]] Link to comment Share on other sites More sharing options...
Jim M Posted September 23, 2023 Share Posted September 23, 2023 Would recommend undoing any connection with Ezoic as it appears to be impacting the login of your community which is why you can't login to the ACP. We actually do not recommend running Ezoic and cannot guarantee that any reverse proxies work on our Cloud. Max 1 Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 5 minutes ago, Jim M said: Would recommend undoing any connection with Ezoic as it appears to be impacting the login of your community which is why you can't login to the ACP. We actually do not recommend running Ezoic and cannot guarantee that any reverse proxies work on our Cloud. Thanks Jim. That helps a lot we will look into alternatives. Is there a way I can get into the Admin Panel support tool directly in the meantime? Even if I just change the theme to the default, I am not sure if I can access that via direct URL or not. Link to comment Share on other sites More sharing options...
Jim M Posted September 23, 2023 Share Posted September 23, 2023 2 minutes ago, Max said: Thanks Jim. That helps a lot we will look into alternatives. Is there a way I can get into the Admin Panel support tool directly in the meantime? Even if I just change the theme to the default, I am not sure if I can access that via direct URL or not. The theme in the ACP is different than the front-end so you should be able to access it. If you're still having issues after disabling Ezoic from your domain, let us know. Max 1 Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 2 minutes ago, Jim M said: The theme in the ACP is different than the front-end so you should be able to access it. If you're still having issues after disabling Ezoic from your domain, let us know. Okay, when you say disable Ezoic, that means change the name servers back, right? I appreciate the help, thanks. Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 I changed the name servers back, once it propagates I will let you know if we have any issues. Thanks. Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 It looks like people who have the new name server changes still can't get in. I get the same error In the admin panel. How can I manually reset the default theme so people can get back in? Link to comment Share on other sites More sharing options...
Jim M Posted September 23, 2023 Share Posted September 23, 2023 I enabled recovery mode on the site and disabled all third party applications, plugins, and themes. Please make any modifications you need and slowly enable them again. Max 1 Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 45 minutes ago, Jim M said: I enabled recovery mode on the site and disabled all third party applications, plugins, and themes. Please make any modifications you need and slowly enable them again. I still can't get back into the Admin Panel. I get the same error, please advise. Thanks. [[Template core/admin/global/globalTemplate is throwing an error. This theme may be out of date. Run the support tool in the AdminCP to restore the default theme.]] Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 This is very strange, I see that the theme has been reset back to the default. That helps a ton people can read the site again, I just can't get to the admin panel. I cleared my cache and even tried from an incognito window. Link to comment Share on other sites More sharing options...
Miss_B Posted September 23, 2023 Share Posted September 23, 2023 27 minutes ago, Max said: This is very strange, I see that the theme has been reset back to the default. That helps a ton people can read the site again, I just can't get to the admin panel. I cleared my cache and even tried from an incognito window. Is the error you quoted above the only error that you are getting? Can you check the core_log table in the database and see what are the most recent error messages logged in there? That might give us more information on the cause of the error and hopefully fix it. Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 59 minutes ago, Miss_B said: Is the error you quoted above the only error that you are getting? Can you check the core_log table in the database and see what are the most recent error messages logged in there? That might give us more information on the cause of the error and hopefully fix it. If I knew how to do that on Cloud hosting I would. Link to comment Share on other sites More sharing options...
Max Posted September 23, 2023 Author Share Posted September 23, 2023 1 hour ago, Miss_B said: Is the error you quoted above the only error that you are getting? Can you check the core_log table in the database and see what are the most recent error messages logged in there? That might give us more information on the cause of the error and hopefully fix it. That is the only error I am getting. I am not sure how to access the logs now that we are on cloud hosting. Link to comment Share on other sites More sharing options...
Max Posted September 24, 2023 Author Share Posted September 24, 2023 4 hours ago, Jim M said: I enabled recovery mode on the site and disabled all third party applications, plugins, and themes. Please make any modifications you need and slowly enable them again. Jim, I still can't get in our forums have been down all day is there anything else I can try to get back into the admin panel? Link to comment Share on other sites More sharing options...
Jim M Posted September 24, 2023 Share Posted September 24, 2023 11 hours ago, Max said: Jim, I still can't get in our forums have been down all day is there anything else I can try to get back into the admin panel? Seems to have come back after the recovery mode so I have escalated your ticket. Please check your email for further correspondence. Max 1 Link to comment Share on other sites More sharing options...
Max Posted September 24, 2023 Author Share Posted September 24, 2023 37 minutes ago, Jim M said: Seems to have come back after the recovery mode so I have escalated your ticket. Please check your email for further correspondence. Thanks. I just checked the email I don't see anything yet. Link to comment Share on other sites More sharing options...
Max Posted September 24, 2023 Author Share Posted September 24, 2023 5 hours ago, Jim M said: Seems to have come back after the recovery mode so I have escalated your ticket. Please check your email for further correspondence. Can you let me know if an email was sent? I don't see Anything and we still have a lot of users that can't login. Thanks. Link to comment Share on other sites More sharing options...
Jim M Posted September 24, 2023 Share Posted September 24, 2023 1 hour ago, Max said: Can you let me know if an email was sent? I don't see Anything and we still have a lot of users that can't login. Thanks. We have indeed sent you an email instructing you about the escalation. Link to comment Share on other sites More sharing options...
AlexWebsites Posted September 24, 2023 Share Posted September 24, 2023 (edited) I would not add any ezoic scripts. To accomplish what you want, set a meta tag to your usergroups that should not see ads: Edited September 24, 2023 by AlexWebsites Link to comment Share on other sites More sharing options...
Max Posted September 25, 2023 Author Share Posted September 25, 2023 5 hours ago, Jim M said: We have indeed sent you an email instructing you about the escalation. Can it be sent again? I don't see anything, even in spam. Link to comment Share on other sites More sharing options...
Max Posted September 25, 2023 Author Share Posted September 25, 2023 My site has been down and this is day three. Can someone help me? During the implementation of cloud hosting we had an issue where I was not receiving support emails. I have not received anything, nothing in spam. Nothing anywhere. Please help this is insane, can you email me to another email address, post what is going on here or private message me? Please. Link to comment Share on other sites More sharing options...
Marc Stridgen Posted September 25, 2023 Share Posted September 25, 2023 Support generally can be slower over a weekend period and escalations can indeed take time. I have however chased this up for you and getting someone to take a look for you. Link to comment Share on other sites More sharing options...
Max Posted September 25, 2023 Author Share Posted September 25, 2023 6 hours ago, Marc Stridgen said: Support generally can be slower over a weekend period and escalations can indeed take time. I have however chased this up for you and getting someone to take a look for you. Marc, Thanks but I still haven't received the email that was sent over the weekend We've been down three days, please help. Thanks, Phil Now people are saying they are getting server 500 error messages. Link to comment Share on other sites More sharing options...
Marc Stridgen Posted September 25, 2023 Share Posted September 25, 2023 We are aware of the issue and this is still being worked on. Unfortunately it looks like there may be issues which are intermittently being caused by some 3rd party items you have there. Please add an alternative email contact on file, and then PM me with that email address so I can add it to the ticket Link to comment Share on other sites More sharing options...
Max Posted September 25, 2023 Author Share Posted September 25, 2023 58 minutes ago, Marc Stridgen said: We are aware of the issue and this is still being worked on. Unfortunately it looks like there may be issues which are intermittently being caused by some 3rd party items you have there. Please add an alternative email contact on file, and then PM me with that email address so I can add it to the ticket I just PMed you Marc. Thanks for the update, it is good to know it is being worked out. Whatever needs to be done, deactivating all third party stuff etc. Hopefully all users can get back in soon. Thanks. Link to comment Share on other sites More sharing options...
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