Customer cannot publish Web Presence Builder site: "Unable to connect to Web Presence Builder server" : CloudBlue Technical Support

Symptoms

Customer cannot publish their site in Web Presence Builder (WPB), which works on the Linux Shared Hosting NG web cluster.

The error message is shown to the customer in the browser when they try to publish their website:

Unable to connect to Web Presence Builder server. Please contact the server administrator.

In the Apache logs in the customer's webspace, the following error message is stored when trying to publish the website in Web Presence Builder:

---8<---
[error] [client 91.204.25.4] Premature end of script headers: php, referer: http://wpb.provider.com/Editor
--->8---

ssl_error_log contains the following error:

Script timed out before returning headers: php, referer: https://sitebuilder.services.openconnect.com.au/Editor

Cause

Most frequently, this issue is caused by a large number of files in the website or some big image file that requires extra resources. The task to publish the website fails with a timeout.

Also see KB article #125464 if the website have less than 50 pages for a possible alternative cause.

Resolution

Verify and adjust PHP settings on the Web Server according to the Integration Guide for Plesk Automation for Web Presence 10.3, Plesk Automation for Web Presence 11.0, Plesk Presence Builder 11.5 for PA 5.4 or Plesk Presence Builder 12.0 for PA:

6 Adjust the following PHP settings to the recommended values:
• max_execution_time = 600
• memory_limit = 192M
• post_max_size = 2147483647
• upload_max_size = 2147483647

If Presence Builder centralized instance is deployed in NG, above changes should be made on all web servers in cluster.

Try to increase the ScriptTTL value to 1200 (or greater) in the /etc/httpd/conf.d/modsucgid.conf file on the NG Hosting web servers:

<IfModule mod_sucgid.c>   ScriptSock logs
  ScriptDaemon /usr/sbin/daemon_sucgid
  ScriptLog logs/sucgid_script.log
  ScriptLogLength 30000
  ScriptLogBuffer 1024
  ScriptDaemonsCount 32
# MaxChildCount 500
  ScriptTTL 1200
  EnableLVE Off
</IfModule>

The default timeout is 120 seconds, and Apache closes the connection if the script remains silent for that duration.

Additional settings that may also affect publication:

FcgidBusyTimeout in /etc/httpd/conf.d/fcgid.conf on all web servers
TimeoutIdle in /etc/proftpd.conf on all web servers

Verify and adjust the timeout set for Apache on the Web Presence Builder server:

Increase the timeout value to "3600" in file /usr/local/pem/etc/apache/httpd.conf_pem.override on server hosting the web presence main site
```
# cat /usr/local/pem/etc/apache/httpd.conf_pem.override
TIMEOUT 1200
```
Restart apache service on server that hosts the web presence main site:

For Legacy Web Server:
```
# service pemhttpd restart
```
For NG:
```
# service httpd restart
```

If WPB is located on top of NG web server/cluster, there are additional WPB site specific resource limits that cannot be managed in CP. Please contact Odin Support Team to increase those limits as well, if nothing above helped.

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