Support

We have been using your Admin Tools and Backup successfully for quite some time. This morning, when trying to log into the backend of our joomla site I'm getting a gateway timeout "The gateway did not receive a timely response from the upstream server or application." The front end seems fine.

I went through your articles, and some troubleshooting. Disabling .htaccess etc.

Disabling Admin Tools brings the backend admin back to life.
It would seem the attempted logins are logging in, but never presented anything. Ex - If I attempt a login, get the timeout, disable Admin Tools, try logging in again - I'm already in an authenticated session.

This site is being served from a shared server - up until very recently the only site/domain on our account.
Recently we added an additional domain, in a folder outside of the current site structure. We haven't gone live with the new domain, so I was able to remove it from cpanel. When I do - I can log into the back end with admintools enabled.

Was hoping you could point me in the right direction as to what I may need to adjust or look for, either in cpanel / admin tools/ etc.

Thank you as always for your time.
Chris

"Subdomain" isn't necessarily the right subject - I was changing it while looking for other articles when I entered the ticket...

Do you send an email when a super user logs in to the back end? Are you hosted with Siteground?

We've had multiple reports of problems with sending emails with Siteground.

Yes, it is now hosted on siteground.
Yes, I do send an e-mail when superuser logs in to the backend.

Everything seems back to normal after I removed the add-on domain in cpanel.
I have not yet tested adding a new domain to see if the timeout comes back.

This is not something that we have completely figured out yet. Nicholas has been in touch with Siteground, as have several Admin Tools users. When Admin Tools tries to send the login email, it can't and the gateway timeout error is triggered. Turning off the email will relieve the symptoms, but is not a cure.

Well - that info helped me narrow down my specific situation. Thank you!

When I added my additional domain via "subdomain" in cpanel (that I'm moving our live site to), it created a handful of new host DNS entries.

One of which was a host entry for "mail" - and a spf record. The host "mail" is already a live server hosted elsewhere.

Assume the sites on the Siteground would use their DNS first, the dns is just pointing at nothing - the host wasn't resolving, and would time out.

I'm new to this world of cpanel, didn't recognize everything that happens when things are added.

Thank you again for your time.
Chris

OK, an update, Nicholas had more information from SiteGround:

Let's say that you have the domain example.com

Your Joomla! site's email address must be `[email protected]`

If you use `[email protected]` or `[email protected]` it will not work.

The important bit is why and how:

The SiteGround mail server will only route mail for the domain the mail originates from (i.e. the exact domain you have logged in with in their SMTP server) or any add-on domains matching a forwarder for that email address..

There was a configuration error that caused you to get the gateway timeout instead of a Joomla! error. And I left out the really geeky parts of the long conversation about the various servers involved and why they are there, etc. This is the short version.

Are we having fun yet? :-)