Ryan Stueve

I haven’t changed the login credentials. Please try again. Reminder that the login URL isn’t in the original request but in the response following. I can post it again below to keep it together.

For further information, our host (Flywheel) has been able to determine the following during our down periods:

We do see that the site is causing a sustained level of 100% CPU usage on the Database layer. When we dig into this further we can see that around the same time as these spikes happen, the plugin download-manager is throwing thousands and thousands of slow errors. Slow errors are processes that take longer than 5 seconds to complete. These errors can hog site resources and are a common suspect for performance and downtime issues. You may want to reach out to the developers with these errors as they may have more specific troubleshooting to mitigate these or identify any potential conflicts.

To give you an idea it has thrown 8500 of these errors in the last 24 hours. Another plugin, wpdm-pdf-viewer has thrown about 6400 and may also need further investigation. Do you have load testing abilities to try to simulate the experience we are having?

Yes I see it is working currently, but as mentioned, when we see an increase in site traffic it stops working. When you are getting in the site to troubleshoot is when our clients are offline and not doing business so it is hard to replicate the issue.

Also, I totally understand the need to make test packages to test, but when you are finished could you change them to draft? Our site is live to the public and I don’t want our test packages to be visible to users.

What further steps can we take to investigate since we are unable to get in touch with your team in the moment that we are experiencing issues?

Yes, we are still having issues. PDFs have not been loading for over an hour. In chatting our host, they see a massive amount of slow errors coming from download-manager and wpdm-pdf-viewer.

I do see v3.1.0 out now, so I’ll get it updated. Is that the version I should be expecting to see this change?

As mentioned previously, this is an intermittent issue. When it appears, our host is able to pull slow logs and see fatal errors occurring with your plugin. I can reach back out the moment it occurs again if that is helpful. Are you able to pull logs and see these errors yourself?

Is there a development team that we can elevate this to? Download Manager is the core functionality of our site and we have to get this resolved or else come up with a plan to replace this plugin with another solution which will take time that we don’t have while things are still not working intermittently.

I appreciate you getting in to look around, I’d just ask if you don’t mind keeping any test content published as a draft following testing, especially during our business hours. We want to avoid having test content out for people to access.

Okay thank you. Let me know if you have any trouble accessing.