Slider Revolution export error

Support
#1

Hi,

I am working on a production site (bunchofamateursplay.co.uk) where I have Revolution Slider 5.4.8.3 installed.

I do not want to update to Rev Slider 6 at this point because I am familar with the older version and I’m on a tight deadline. I have tried out the new version on another site, it’s quite a big learning curve so right now is not the time to update on a production site.

Every time I try to export a slider, I get a 500 internal server error. I have contacted my host, but so far they have been unable to figure it out. The only thing my host found was the following Apache errors:

Fri Jan 10 10:56:26 2020] [error] [client 176.25.83.230] Premature end of script headers: admin-ajax.php, referer: https://bunchofamateursplay.co.uk/wp-admin/admin.php?page=revslider&view=slider&id=1

[Fri Jan 10 10:56:26 2020] [error] [client 176.25.83.230] /usr/local/php-7.3.3-flock/bin/php-cgi: symbol lookup error: /usr/local/php-7.3.3/lib/php/extensions/no-debug-non-zts-20180731/zip.so: undefined symbol: zip_file_add, referer: https://bunchofamateursplay.co.uk/wp-admin/admin.php?page=revslider&view=slider&id=1

This is not happening on any other domains I have with the same host - I am able to export sliders with no problem on all versions of Slider Revolution running within X.

My host advised updating the plugin to see if that resolves the issue. For the reasons already explained this is not a viable option right now, so instead I created a staging site where I can test the issue. I cloned the production site to sothebyroad.co.uk, and updated to the latest verion of Rev Slider.

The same 500 internal server error occurs on the cloned site, suggesting that something has been carried across from the production site that affects ANY version of Rev Slider. Steps I have taken to diagnose on the staging site are:

  • Deactivating all plugins
  • Deleting and reinstalling Revolution Slider
  • Creating a completely new slide with different elements

Any help you can offer with this will be much appreciated. The logins for both sites are attached below.

#2

Hello Michael,

Thanks for the very detailed post information. I already switch the theme to Twenty Tweny and the error still happening. It’s not clear why we are getting the above error, it could be either an existing plugin, or active theme causing an issue. Or could be server related.

You could try enabling debug mode in your website to see whether that would helps in troubleshooting the issue further:

https://codex.wordpress.org/Debugging_in_WordPress

You can do this by opening wp-config.php and adding


define('WP_DEBUG', true);

/* That's all, stop editing! Happy blogging. */

When you revisit the page, you should have some error output describing the issue in more detail.

If possible, please provide us FTP details so we can log in and check the slider files and your settings.

Best Regards.

#3

@RueNel thanks for your help. My host cannot find any server-related issues that could be causing this. The FTP details for both sites are copied below.

Could you perhaps provide me with an installer package for Rev Slider 5.4.8.3 so I can try reinstalling it? There is no other way to reinstall since the package provided by X is now version 6.

#4

Hey Michael,

The Internal Server Error is not recorded in the error log so I couldn’t determine what is the exact cause of the issue. It is your web host that should investigate in this case since they have access to server controls. Since they recommended that you update Slider Revolution, you really need to test that. I’d also recommend that.

Regretfully, we do not have old software versions even for bundled plugins. Since you said you have Slider Revolution working in other sites, I’d recommend downloading a copy by using a plugin downloader like this third-party plugin.

If those options are not possible, I’d recommend 2 things:

  • Move to a better web host
  • Move your site to a local server and try exporting your sliders locally.

Thanks.

#5

Hi @christian_y

I had more correspondence with my host today and their top level support cannot find any issues that might be causing this. As mentioned in my first post, I already tested it on the staging site with the latest version of the Rev Slider, and the same issue occurs.

I will try the Debug suggestion and see what it shows me. Meanwhile perhaps you could follow up on @RueNel’s suggestion and check the files via the FTP details provided?

I will also check the download plugin you suggested.

#6

Hey Michael,

I have tried debugging. Otherwise, I couldn’t say that the server error could not be recorded in the error log and I should have added that I also tried WordPress’ Error Logging and that won’t record the server error either. You can check the debug.log in your wp-content folder. Just note that the error in there was purposely done by me for the debug.log file to be generated and so you could see it.

Since your host couldn’t fix this, please move your site either to a different host or a local host and try exporting your sliders.

Thanks.

#7

Hi @christian_y

I just had a message from my hosting support. After some troubleshooting on the staging site, they found that the plugin (v6) would only export correctly when the php version was downgraded to 5.6. Very strange. Do you know if Rev Slider (any version) will usually run ok in php 7.3?

Here is the message from my host:

"I am not able to locate anything server-side that can cause the problem. Internal Server Error is usually a misconfiguration, in most cases between the php version that the website is using and a plugin/theme or in some cases the htaccess file.

The website is currently using a default htaccess file, so there is nothing that can break it. The php.ini is set correctly and all limits are set to the maximum allowed. I changed the theme that the website was using and disabled all other plugins and still the problem persisted until the php version was changed to 5.6."

#8

Hey Michael,

I’ve tested Slider Revolution 6.1.1 and PHP 7.3 and exporting a slider works on my end.

Regarding this statement by your host:

That’s not entirely correct. If Slider Revolution has a problem with PHP 7.3, it will not work on my end. It is not the version that is the problem but the configuration. When they enable PHP 7.3, there might be a new setting that’s only available in PHP 7.3 that is automatically enabled and conflicts with Slider Revolution Slider Export. Your web host needs to discover what that is.

Just to let you know, I have sites in PHP 7.0 and 7.2 and exporting works fine. I also tested the latest PHP 7.4 and exporting still works.

Thanks.

#9

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