Difference between revisions of "Troubleshooting Guide"

Revision as of 20:15, 25 January 2022

You may encounter some common errors while using WHMCS. Before contacting support, run through the steps below to attempt to resolve the issue yourself.

Known Bugs

When we identify issues between releases, we publish individual patches (hotfixes) outside of the update structure. You can apply these if you are encountering issues. For solutions to known problems, see Hotfixes Forum.

Module Command/Registrar Error

Module Command Errors are error messages that third party systems return via modules. For example, you may see errors from cPanel, Plesk, Enom, ResellerClub, and other modules.

To discover the cause of errors that a third party system returns, consult the vendors documentation or support team. For lists of common errors, see:

To attempt the failed actions again, use the Module Command buttons for the service or domain within the admin area clients profile.

Unknown Errors

Sometimes a third party system or module will provide a response that WHMCS is unable to recognise and interpret. This can result in the display of an "Unknown Error" message. In these cases, you can use the System Module Debug Log to obtain the raw response, which will typically help identify the problem.

Oops!, Blank, or Partially Loading Page

When you see an "Oops!", blank, or partially loaded page, an error condition has occurred. To get more information about the error condition, enable Display Errors or check your logs as described in Error Management.

We have collated some common errors and their causes, which you may refer to in the following sections:

Payments Not Recorded

The callback setting configuration must communicate with your WHMCS installation. If it does not, the system may not successfully record payments in WHMCS.

For more information, see Troubleshooting Payment Record Issues.

500 Internal Server Error

The 500 internal server error indicates there is a problem processing the request. This is usually due to a customisation or an issue with the PHP configuration causing issues.

The first step would be to try and get further details on the error being raised. You can do this by adding $display_errors = true; to your configuration.php file or reviewing the PHP error_log file.

This should indicate which file is causing the error. If it is a 3rd party module or customization then you should remove the custom files and confirm if this resolves the error.

@@ Line 35: / Line 35: @@
 ==Payments Not Recorded==
-If the system hasn't recorded a payment in WHMCS, check the callback setting configuration on your payment gateway's website. It must be able to communicate with your WHMCS installation. As a rule, the system should send callback commands to the appropriate file in the /modules/gateways/callback directory. You can find specific instructions for individual gateways in [[Payment Gateways]].
+The callback setting configuration '''must''' communicate with your WHMCS installation. If it does not, the system may not successfully record payments in WHMCS.
-If the configuration is correct, navigate to '''Billing > Gateway Log''' and review the debug data at the time of payment. This should display an error message or code, which your payment gateway's documentation or support team will be able to explain. For some of the most common errors and their causes, see [[Payment Gateways]].
+For more information, see [[Troubleshooting Payment Record Issues]].
-If there is not a log entry and you are using a [[Payment_Gateways#Merchant_Gateways|merchant gateway]], this may indicate that the client has no card details on file.<br />
-In other cases, it indicates that your gateway is unable to communicate with the callback file on your server. A server setting such as the firewall or mod_security could be blocking them. For help with this, contact your payment gateway and server administrator.
 == 500 Internal Server Error ==

Documentation