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Troubleshooting 500 and Server Errors

What a 500 error means on your WSM site, the checks to run first, and what to send support so it gets fixed fast.

A 500 (Internal Server Error) means the server hit a problem building the page — unlike a 404, which means the page does not exist. This article covers the checks you can run yourself and exactly what to report if the error persists.

Step 1: Determine the scope

  • One page only — usually content- or template-related on that page (a recent edit, a malformed embed, or bad data on a product).
  • Whole site — check the WSM service status page first (see "Where can I see the service status of Web Shop Manager?"). If an incident is posted, our team is already on it.
  • Only for you — if customers can load the site but you cannot, clear your browser cache and cookies (see "Troubleshooting Browser errors") and test in an Incognito window and a second browser.

Step 2: Rule out recent changes

Most single-page 500s follow a recent change. Ask yourself (and anyone else with admin access):

  • Was a template, snippet, or page HTML edited in the last day? Re-check the edit or revert it.
  • Did an import just run? Malformed rows (broken characters, wrong delimiters) can break the pages that display those products. See IMPORTING BASICS for safe import practice.
  • Was a new integration, feed, or embed script added to the affected page?

Step 3: Clear the site cache

After reverting or fixing a change, clear the site-wide cache so all visitors get the fresh version:

  1. In Web Shop Manager, hover over System and click Configuration.
  2. Click Save Changes (saving configuration clears the site cache).
  3. Reload the affected page in an Incognito window.

Step 4: Report it

If the error persists, submit a service desk ticket with the following — this is what lets our engineers find the exact request in the server logs:

  • The full URL(s) showing the error
  • Date and time you saw it, including your timezone
  • A screenshot of the error page
  • What you were doing when it happened (viewing, checking out, saving in admin, importing)
  • Whether the front end, the admin, or both are affected

Note: Time-sensitive outage? The status page always carries the latest incident updates, and posted incidents do not require a ticket per affected site.

Related errors

  • 404 Not Found — the page does not exist; see 404 ERRORS for finding and redirecting them.
  • SSL / handshake warnings — certificate-related; if the status page shows no incident, report with a screenshot including the browser's error code.
  • Slow pages rather than errors — often crawl- or image-related; see RESOLVING CRAWL ERRORS and image best practices.