URGENT: All Products and Categories Disappeared in Magento 2.4.6-p4 Admin Panel

[webfull100]

Preconditions and environment

• Magento version

• Anything else that would help a developer reproduce the bug

• Magento version: 2.4.6-p4 (Open Source)

• Storefront and admin are online, but the catalog is empty

• No known manual deletion or deployments before the issue

• Cache cleared, indexes rebuilt, still no products/categories visible

• Admin user has full privileges

• Hosted on NeXcess

This is a critical issue. We are about to launch our most important sales campaign of the year (HOT SALE) and our site is non-functional. Any urgent support or guidance would be greatly appreciated.

Thanks,
Ezequiel Guidon
WebFull – Argentina

Steps to reproduce

1. Login to Magento Admin
2. Go to Catalog > Products – no records found
3. Go to Catalog > Categories – only Default Category (ID: 2) is shown, with 0 items
4. Database tables catalog_product_entity and catalog_category_entity are empty
5. Cache and index commands run with no result
6. No new modules or updates applied recently

Expected result

• All previously loaded categories and products should be visible and functional
• No data loss in catalog structure

Actual result

• Admin and storefront display zero products
• No subcategories under Default Category
• No products visible even after reindexing and cache flush

Additional information

This is a critical issue. We are about to launch our most important sales campaign of the year (HOT SALE) and our site is non-functional. Any urgent support or guidance would be greatly appreciated.

Thanks,
Ezequiel Guidon
WebFull – Argentina

Release note

Store is empty after categories and products disappeared. Critical for upcoming commercial event (HOT SALE).

Triage and priority

• Severity: S0 - Affects critical data or functionality and leaves users without workaround.
• Severity: S1 - Affects critical data or functionality and forces users to employ a workaround.
• Severity: S2 - Affects non-critical data or functionality and forces users to employ a workaround.
• Severity: S3 - Affects non-critical data or functionality and does not force users to employ a workaround.
• Severity: S4 - Affects aesthetics, professional look and feel, “quality” or “usability”.

[m2-assistant]

Hi @webfull100. Thank you for your report.
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[m2-assistant]

Hi @engcom-November. Thank you for working on this issue.
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[engcom-November]

Hello @webfull100 ,

Thank you for your report and collaboration.

We have reviewed the description provided; however, we are currently unable to reproduce the issue without a clear and specific scenario.

Could you please check the var/log/ and var/report/ directories for any related error messages?

Additionally, are there any custom modules, automated scripts, or recent processes (such as cron jobs or data synchronizations) that might be influencing this behavior?

To proceed with a resolution, we will need the exact steps or conditions that lead to the issue. Please keep us informed of any new findings or relevant details.

In the meantime, we are marking this ticket as "Issue: Needs Update."

Thank you!

[ananth-iyer]

@webfull100 You could contact Nexcess to retrieve the most recent database (DB) backup.

[engcom-November]

Hello @webfull100 ,

As we haven't received a response in a while, we are closing this issue for now.
If you continue to experience any problems, please feel free to reopen the ticket or submit a new one at any time.

Thank you!