Mobile App: Troubleshooting
Connection and Access
You must configure an API Access Key to use WHMCS Mobile
This error indicates that you didn't add the API Access Key to the configuration.php file successfully. Please ensure you've added the API Access Key to your configuration.php file and then enter that value in the Access Key field into the WHMCS Mobile app.
Step-by-step instructions are located at Mobile_App:_Connecting_to_WHMCS
Invalid special character in Access Key
Don't use the following special characters in your access key & " ' < > (ampersand, double quotes, single quotes, less than or greater than). Acceptable special characters are:
For more details refer to Troubleshooting Invalid Special Character Error.
Access Denied
Our mobile app uses the API to communicate with your WHMCS installation. The Administrator Roles of staff using the app will require the "API Access" permission.
To grant this permission:
- Navigate to Setup > Staff Management > Administrator Roles
- Edit the role to which your staff member belongs
- Tick the API Access checkbox
- Click Save Changes
Unable to connect. Please check the installation and device are online and try again
Please ensure that you are entering the URL as "https://whmcs.yourdomain.com/" or "https://yourdomain.com/whmcs/ with the trailing slash at the end.
The WHMCS URL should be the URL to the frontend (client area) also the same as the System URL found in Setup > General Settings > General within the admin area.
Authentication Failed
Authentication Failed indicates that the admin user name or password supplied in the profile are being rejected. Type your username and password again to make sure that they are correct.
Viewing and Managing Clients
Error generating JSON encoded response
This error has two typical causes; an invalid (non-utf-8) character in the client's profile/service data, or the WHMCS installation is using a non-utf-8 character set. The following sections show how to identify which is the cause and how to solve:
Invalid Character in Profile/Service Data
If the "Error generating JSON encoded response" error is encountered only when accessing certain clients:
- Navigate to Clients > View/Search Clients
- Select the client in question
- Click on their Profile tab
- Examine all the fields and ensure all the fields contain valid letters, numbers and symbols
- Next click on the Products/Services tab
- Examine each of the client's service records and ensure all the fields contain valid letters, numbers and symbols
The most common cause of this error is a non-decryptable service password, as illustrated in this screenshot:
To resolve:
- Re-enter the service password (or clear out the field if a password is no longer required)
- Click the Save Changes button.
- Repeat the process for any other clients experiencing the same error to ensure they all contain a valid service password.
The client's details should now load successfully in the WHMCS Mobile App.
Non UTF-8 Character Set
If the "Error generating JSON encoded response" error is encountered immediately upon accessing the Clients tab in the Mobile App or when accessing all clients:
- Navigate to Configuration () > System Settings > General Settings > #Localisation tab
- Assert the System Charset value is utf-8. Change the value if necessary.
- Click Save Changes
- Open the the WHMCS configuration.php file and assert the following line is present:$mysql_charset = 'utf8';
- Save the configuration.php file to the server
The client's details should now load successfully in the WHMCS Mobile App.