Hello Everyone,

Yesterday our BV5.7.1 store started crashing the Application Pool our server which is hosted by Resposio. I did not change anything major in the code in 4 months and neither did anyone from Resposio change any Server settings.

We restart the App pool and it recrashes every 5 minutes with an error "app pool is crashing due to a faulty application (BV5)."

All we see is a message that says "Service Unavailable" on the homepage. We are extremely frustrated about this since it's the holiday period.

Does anyone have any idea to what may possibly be causing this? Marcus? Aaron?


Can Agaoglu
The Araca Group

It is on a dedicated server.

It is the application pool that stops on that site.

Thanks Noah.

Here's more information on the error:

Faulting application w3wp.exe, version 6.0.3790.3959, stamp 45d6968e, faulting module kernel32.dll, version 5.2.3790.4480, stamp 49c51f0a, debug? 0, fault address 0x0000bef7.

Did you create a "Free Promo Item by Amount" discount? If so, remove it. I've seen this cause a site to continually crash. I never investigated far enough to find the actual bug, though.

Aaron, that fixed the problem - thank you.

Brendon and Noah, you've been very helpful as always. Thank you both so very much.

Marcus, is this error fixed in the latest service pack? It cost us hundreds of dollars.

Wow, that's obscure but very good to note!

The issue with the free promo item coupon is that it goes into an infinite loop. For example, if you create the coupon and then add the item, the free item is added, and added, and added... If you turn of the coupon immediately (before the app crashes,) and then go look at the cart you will notice there are dozens (to hundreds) of the free item in the cart. -I know this isn't a solution, but hopefully this info would help in troubleshooting.

There are two issues that we've identified that could cause this:

1) 5.7 added a requirement to make all admin pages SSL. We have seen some cases where the actual domain name used to navigate to the admin side doesn't match up with the Site Secure or Site Standard url setting. If the "Secure Sites on Different Top Level Domain" checkbox is not turned on under Options->Security in this instance, a redirect loop can occur on the admin side. This is not the store side loop mentioned above, but an admin side loop that is typically caught by the browser and should not crash the app pool.

2) The second cause is that when the free promo item is added to the cart it calls the standard order "Add to Cart" functionality which evaluates offers again. Depending on the store configuration and other offers in the system this can have little to no impact or can cause the redirect loop with the potential to crash the store.

FIX: We are working on a hot fix which will resolve the issue by preventing the offer from recalculating offers when added the additional item. This hot fix should be available within 24 hours of this post.