HTTP 504 Error Page: Service Unavailable

This is an error page that Distil displays to client browsers when a request to your origin server has timed out. 

What is this page showing me?

  • There was an error connecting to your origin servers,
  • Information about the request that failed, and
  • Tracking numbers necessary for Distil's Support Team to investigate the root cause of the error.

What is the most likely cause of this error?

In almost all cases, a 504 error indicates that the origin server failed to respond to a request within a reasonable amount of time (a minimum of 60 seconds). The most common causes and solutions include:

  • The application is down or under intense load.
    Speak with your system administrator and/or hosting provider to investigate and identify the cause of the issue.
  • A network outage between Distil and the application server.
    Open a support thread with the party responsible for the packet loss. If you send Distil support a traceroute or MTR from your computer to your domain, we can help identify the responsible party.

Things you should try before contacting Distil

First, determine if the issue exists when bypassing the Distil network. To do so, edit the hosts file on your computer to override normal DNS lookups for the impacted domain. You can read more about testing with a hosts file here.

If you are able to reproduce the issue when bypassing Distil, then the issue is not caused by Distil. Contact your server administrator and/or hosting provider to investigate.

  • Make sure your origin server(s) and load balancer(s) are all online.
  • Check the resources on your origin server(s) and load balancer(s). Make sure CPU and RAM is not being maxed out by other processes, making you server(s) unable to handle new request.
  • Check if any scripts are failing or taking a very long time to execute.
  • Run a traceroute or MTR to your origin IP and check for packet loss somewhere in the network.

What do I need to send to Distil Support?

When submitting a support request to Distil to investigate this error, it is important to provide the trace information from the error page. Please don't send a screenshot, rather, copy and paste the trace information. When copied and pasted, the text will look like this:

You reached this page when attempting to access from on 2015-12-25 01:23:45 GMT. Trace: BB1EDE86-8FA5-11E4-B9B7-AC009C5BE403 (504) via b3a86554-de04-4db6-bf5a-ae890e529127; 60.004 / 673
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