POSTMORTEM

Issue Summary

duration of the outage

• 3/3/2021 14:34:17 (-5 GMT Bogota Lima)
• 3/3/2021 16:11:09 (-5 GMT Bogota Lima)

Impact

• Web Server down (http 500) server error
• 100% affected

Root cause

• PHP version change from 5.6 to 7.3 on hosting provider

Timeline

Detection

• 3/3/2021 14:40:03 (-5 GMT Bogota Lima)
• Direct message complaint to support from user

Diagnostic

• 3/3/2021 15:30:17 (-5 GMT Bogota Lima)

Correction

• 3/3/2021 16:11:09 (-5 GMT Bogota Lima)
• Response from Hosting provider

Actions taken

Conection to site from web browser

• Verification of 500 error from end

Conection to other sites hosted on the same hosting provider account

• Verification of 500 error from end on some sites

Matching common configuration of sites down

• Use of PHP on Backend PHP Version 5.6 compatible

Misleading investigation

• ISP blackout on location
• Cache clearing

Escalated to

• Rodrigo Zárate IT suport

Resolution

• Downgrade of PHP version from 7.3 to 5.6

Root cause and resolution

Cause

Files: connect.php consulta_aseguradoras.php consulta_servicios.php consulta_ciudades.php consulta_filales.php consulta_tarifas.php and many others contain code not compatible with php 7

function handler(Exception $e) { … } set_exception_handler(‘handler’); Changes to the handling of indirect variables, properties, and methods

Expression: Foo::$bar’baz’
PHP 5 interpretation: Foo::{$bar[‘baz’]}()
PHP 7 interpretation: (Foo::$bar)’baz’

Resolution

• Use of Control Panel to downgrade of PHP versión from 7.3 to 5.6 on the affected server
• Double check of service online on support end
• Contact user and double check service online on user end

Corrective and preventative measures

• Client was informed about php changes and end of Long Term Support
• Plan of code migration was given to the client
• Hosting provider was informed about the fix requirement of PHP 5.6