Troubleshooting

The problems that really come up, what the screen says, and what to do. When nothing here helps, write to the author from Admin → License → Contact the script author; your domain and key travel with the ticket.

"500 Internal Server Error" right after uploading

Some hosts run PHP in a way that does not accept php_flag lines in .htaccess. Put a # in front of php_flag display_errors off in the .htaccess of the script's folder, and in front of php_flag engine off in uploads/.htaccess. Ask your host to keep PHP from running in uploads/ another way.

A white page, or a page that stops halfway

Errors are not printed on the screen, on purpose. Open cPanel Errors, or the file error_log in the folder of the page that failed (public_html/error_log, public_html/admin/error_log). The last lines name the file and the line; send them to support.

"Database connection failed: …"

The details in config.php no longer match the database: the password was changed in cPanel, or the user was removed from the database. Correct DB_NAME, DB_USER or DB_PASS in config.php, or give the user its rights back under MySQL® Databases.

"Database update needed"

New files are on the server but db_update.php has not run. Sign in as a Super Admin and press Run the database update. Another role gets Sign in required. If the notice stays, one step failed: run it again and read the line with the ✗. See Updating to a new version.

"Activate your license" and other licence screens

• Right after installing: normal. Activate your key; see The licence key and addon keys.
• Domain mismatch: the key is active on another domain, or you opened the site at a different address (the cPanel temporary address, an IP, another domain pointed at the same folder). Use the address the key was activated on, or release it there first.
• Yellow banner The license server could not be reached…: the site keeps working until the date shown. Press Test the server connection on Admin → License. Could not reach… means your host blocks outgoing HTTPS or has an outdated certificate store; ask them to allow https://license.faruk.bd.
• Expired: renew on license.faruk.bd, then Check now.

An addon cannot be switched on

• Enable is greyed out with Not included in your licence: it is premium. Buy it, or add its key; see The licence key and addon keys.
• Blocked by licence: it was on, but its key is no longer valid.
• … is not enabled or … is not available when you open one of its screens: it is switched off. Press Open Addons and Enable it.
• An addon copied in by FTP is missing: press Rescan the addons folder in the Housekeeping strip at the bottom of Admin → Addons.

"… needs setting up"

The addon is switched on, but the tables it keeps its data in were never created (an interrupted update, a folder restored from a backup). Press Repair this module on that card. Repair addon tables in the Housekeeping strip does the same for every switched-on addon, and db_update.php checks it on every run. Nothing is lost; the repair only adds what is missing.

E-mail does not arrive

Open Admin → E-mail Setup and read Diagnostics:

• From address: a warning that it is not on your domain means mail lands in spam or is refused. Use a mailbox on your own domain.
• SMTP connection: Could not reach… means the host blocks that port; ask them to open it, or try 587 with STARTTLS or 465 with SSL / TLS.
• PHP mail(): disabled or unreliable on many shared hosts. Switch Driver to SMTP.

Then use Send a test. The Mail queue card shows what is waiting, what failed and why. Retry now sends what is waiting (a message tried in the last five minutes waits its turn). A message refused five times is marked failed and is not tried again by itself: fix the settings, then press Retry beside it. More in E-mail, SMS and WhatsApp.

Uploads fail

"Headers already sent", or sign-in keeps returning to the sign-in page

config.php (or another PHP file) was edited and saved with a BOM, three invisible bytes at the very start. Open it in the cPanel File Manager editor, or in Notepad++ with Encoding → UTF-8 (not UTF-8-BOM), and save it again. In Windows Notepad choose UTF-8, not UTF-8 with BOM.

The panel shows old pages or old buttons

With the Online & Offline Sync addon, the browser keeps a copy of the panel. Reload with Ctrl+F5. If that is not enough, clear the site's data in the browser (in Chrome: the icon left of the address, Site settings, Delete data). To make every browser fetch fresh files at once, change asset_rev as described in Updating to a new version.

The site moved to a new address

config.php remembers the address. Change the line define('DMS_URL', '…'); to the new address (no slash at the end) and save without a BOM. A new domain also needs the licence released on the old one and activated on the new one. Correct the path in your cron line too.

The cron job answers "Invalid cron key."

Or Cron key missing.: the web address carries a wrong key or none. Copy the key again, or use the PHP command, which needs no key; see Scheduled jobs (cron).

A forgotten password

The sign-in page has no reset link. Another Super Admin, or an Administrator, sets a new password under Admin → Users. If you are the only one, ask support: a "login as" link opens your panel for them. Such a link works once; an old one shows Sign-in link rejected.