Difference between revisions of "Troubleshooting Guide"

Latest revision as of 20:06, 9 May 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.

For more information, see How we handle Bug Reports.

Module Command/Registrar Error

Module Command Errors are error messages that third party systems return via modules.

For more information, see:

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.

For more information, see Troubleshooting Module Problems.

Oops!, Blank, or Partially Loading Page

When you see an "Oops!", blank, or partially loaded page, an error condition has occurred.

For more information, see:

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 is usually due to a customisation or an issue with the PHP configuration causing issues.

For more information, see PHP and WHMCS.

@@ Line 1: / Line 1: @@
-This guide will explain and help resolve many of the most common error messages that can occur whilst using WHMCS. Before contacting support please run through this step-by-step guide as you may be able to resolve the matter yourself.
+{{troubleshooting}}
+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==
-Sometimes issues are identified between releases and individual patches are published outside the update structure which can be applied if you are experiencing the symptoms. Please review the [[HotFixes|HotFixes page]] as a solution for your issue may already be available.
+When we identify issues between releases, we publish individual patches (hotfixes) outside of the update structure.
+For more information, see [[How we handle Bug Reports]].
 ==Module Command/Registrar Error==
-Module Command Errors are errors returned from the module and not WHMCS, so for provisioning modules (cPanel, Plesk etc) they come from your server, for registrar modules (eNom, ResellerClub etc) they come from your domain registrar.
-Therefore to discover the cause of such errors refer to your server/registrar's documentation or support team. We have collected some of the most most common errors and their causes, refer to the appropriate page in the following sections:
+Module Command Errors are error messages that third party systems return via modules.
-*[[Server Modules]]
+For more information, see:
+*[[Server Modules|Server/Provisioning Modules]]
 *[[Domain Registrars]]
 *[[Common_Troubleshooting_Tips#Server_Errors|Module Errors]]
-Once the necessary corrections have been made use the Module Command buttons under the client's Products/Services or Domains tabs to attempt the command again.
+===Unknown Errors===
-===Unknown Error===
+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.
-Sometimes the module returns an error WHMCS does not recognise and this can result in an Unknown Error message. In these cases the [[Troubleshooting_Module_Problems|System Module Debug Log]] should be used to obtain the full response from the module. This will contain an error message that the server/registrar's documentation or support team will be able to explain.
-==Blank/Partially Loading Page==
+For more information, see [[Troubleshooting Module Problems]].
-If at any time you encounter a blank page in the WHMCS system ensure display_errors is enabled in the server's PHP configuration and enable the '''Setup > General Settings > Other tab > Display Errors''' option, then reproduce the blank page problem.
-You should now see an error output to the screen. We have collated some of the most most common errors and their causes, refer to the appropriate page in the following sections:
+==Oops!, Blank, or Partially Loading Page==
-*[[Server Modules]]
+When you see an "Oops!", blank, or partially loaded page, an error condition has occurred.
-*[[Domain Registrars]]
-*[[Common_Troubleshooting_Tips#Server_Errors]]
+For more information, see:
-If you are unable to access the admin area to enable this option, please refer to the [[Blank Pages]] documentation for further troubleshooting steps.
+*[[Blank or Partially Rendered Pages]]
+*[[Error Management]].
+*[[Server Modules]].
+*[[Domain Registrars]].
+*[[Common_Troubleshooting_Tips#Server_Errors|Common Troubleshooting Tips]].
 ==Payments Not Recorded==
-Should a payment not be recorded in WHMCS the first thing to check are the callback settings on your payment gateway's website to ensure it is configured to communicate with your WHMCS installation. As a rule callback commands should be sent to the appropriate file in the /modules/gateways/callback directory but specific instructions for individual gateways can be found at [[Payment Gateways]].
-If the configuration is correct navigate to '''Billing > Gateway Log''' and review the debug data at the time payment was made, this should display an error message or code which your payment gateway's documentation or support team will be able to explain. We have also collected some of the most most common errors and their causes, refer to the appropriate page in the [[Payment Gateways]] section.
+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 is usually due to a customisation or an issue with the PHP configuration causing issues.
-If there is no log entry at-all and you are using a [[Payment_Gateways#Merchant_Gateways|merchant gateway]] this suggests that the client has no card details on file.<br />
+For more information, see [[PHP and WHMCS]].
-Otherwise it means 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. Liaise with your payment gateway and server administrator to resolve such matters.
+==Other Issues==
 {{troubleshooting}}

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