500 error

An HTTP 500 or Internal Server Error means the server encountered an unexpected condition while processing a request. The browser often cannot show the underlying cause, so the most useful information is usually found in the application or server logs.

Narrow down when the error occurs #

Start by recording:

• the exact page, URL, or action that triggers the error
• whether every page is affected or only one feature
• whether the problem began after a deployment, update, customization, hosting change, or configuration change
• whether other parts of the application still work normally

This helps separate a general server problem from a product-specific or page-specific failure.

Common broad causes #

A 500 error may be related to:

• an application or PHP error
• a server configuration problem
• an incompatible hosting environment
• a missing dependency, PHP extension, or server capability
• a file permission or ownership problem
• malformed or incomplete application configuration
• incomplete file deployment
• a resource or environment limitation
• an error introduced by a recent customization or update

The status code alone does not identify which cause applies.

Safe troubleshooting sequence #

1. Review the product’s documented server and installation requirements.
2. Check whether the error began after a specific recent change.
3. Review the relevant application or server error logs where available.
4. Confirm that all required application files were uploaded completely.
5. Verify file permissions and ownership according to the product documentation and hosting environment.
6. If the application uses a database, confirm that the database service is available and the application can reach it.
7. Contact your hosting provider if the logs or symptoms point to infrastructure or server configuration outside the application.
8. Contact DotwebApps support if the issue appears to remain within the product or its installation.

Do not apply universal Apache, Nginx, .htaccess, PHP, or server fixes copied from unrelated applications. Do not delete configuration files or expose stack traces publicly.

Useful related articles include Server requirements, File permissions, and Common installation problems.

Hosting compatibility #

If the current hosting environment cannot provide capabilities required by the specific DotwebApps product, you may need to work with your hosting provider or choose another suitable environment. You can also explore DigiHostPro as an optional hosting choice, but always compare the selected plan with the product’s documented requirements. Changing hosting does not automatically resolve a 500 error.

When contacting support #

Provide the product name, the affected page/action, when the problem began, the hosting/server environment, the exact sanitized error message, and any relevant redacted log or screenshot.

Never send passwords, database passwords, private keys, API secrets, payment-card details, unrelated customer data, or full source code.