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۶Ƶ Commerce site down troubleshooter

Last update: Thu Aug 14 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

This article provides a step-by-step troubleshooting guide for diagnosing and resolving ۶Ƶ Commerce site outages. It helps identify root causes ranging from infrastructure issues to application-level errors. The ۶Ƶ Commerce site down troubleshooter in the Resolution section provides a structured decision tree to isolate the cause of a site outage. Each step presents a diagnostic question and directs you to relevant logs, queries, or documentation based on your answer. This decision tree covers platform status checks, error code analysis, performance bottlenecks, deployment failures, and database issues.

Description description

Environment

۶Ƶ Commerce on Cloud Infrastructure

Issue/Symptoms

  • Site is inaccessible or returns error codes (e.g., 500, 503, 404)
  • High server load or slow request processing
  • Deployment or indexing failures
  • Static content missing or PHP fatal errors
  • Redis, MySQL, or Elasticsearch errors
  • Custom module or post-hook failures
  • Composer patching issues or database deadlocks

Resolution resolution

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

Note: Before creating a support ticket, check the Quality Patches Tool: Search for patches page to see if your issue is already listed.

Step 1

Does show any issues?
  • YES - If shows an issue, open a support ticket for further investigation.
  • NO - Proceed to Step 2.

Step 2

Does show any issues?
  • YES - If you checked and it showed an issue, open a support ticket for further investigation.
  • NO - If you checked 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:

  • Firefox: Open Menu > Web Developer > Toggle Tools > Network tab > All filter > Status column

  • Chrome: Open Menu > More Tools > Developer Tools > Network tab > All filter > Status column

  • YES - Open a support ticket for further investigation.

  • NO - Proceed to Step 4.

Step 4

Which website error code did you receive?

  • 500: Check log of /var/log/platform/. If this data does not help you identify the issue, open a support ticket and include the troubleshooting information you have so far for further investigation.

  • 503: Check log of var/reports. If this data does not help you identify the issue, open a support ticket and include the troubleshooting information you have so far for further investigation.

  • 404: Run the following query:

    code language-none 
    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 is “0”, refer to Error 404 on all pages due to Content Staging issue. Otherwise proceed to Step 5.

  • Other Error Codes: Proceed to Step 5.

Step 5

Is your site slow or experiencing high server/CPU load, or Redis/MySQL outages?
  • YES - Refer to DDOS attack troubleshooting steps.
  • NO - Check logs of /var/log/exception.log and /var/log/deploy.log.  If this data does not help you identify the issue proceed to Step 6.

Step 6

Do you have deployment errors or deployment failure?
  • YES - Proceed to Step 13.
  • NO - Proceed to Step 7.

Step 7

Do you have Elasticsearch errors?

Step 8

Was your MySQL database having slow queries or incorrect queries?

Step 9

Is your static content not available?

Step 10

Do you see PHP Fatal Errors in your logs?

Step 11

Are you seeing Redis errors?

Step 12

Are you seeing Indexer errors?

Step 13

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

Step 14

Do you have post-hook failures?
  • YES - Refer to .
  • NO - Proceed to Step 15.

Step 15

Do you have issues with composer patches?

Step 16

Do you have SQL database errors?
  • YES - Refer to article.
  • NO - Proceed to step 17.

Step 17

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

Click here to view the Site Down Troubleshooting Flowchart.

Best Practices for Modifying Database Tables

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