Mobile App: Troubleshooting - Revision history

SarahK at 20:20, 11 May 2022

2022-05-11T20:20:40Z

SarahK: /* Invalid Character in Profile/Service Data */

2022-04-26T19:52:26Z

‎Invalid Character in Profile/Service Data

SarahK at 19:52, 26 April 2022

2022-04-26T19:52:01Z

SarahK: /* Invalid special character in Access Key */

2022-01-19T21:49:20Z

‎Invalid special character in Access Key

SarahK at 21:47, 19 January 2022

2022-01-19T21:47:44Z

SarahK: 8.4 example.com changes

2022-01-18T19:10:38Z

8.4 example.com changes

SarahK: /* Access Denied */

2021-12-17T18:32:41Z

‎Access Denied

John: /* Non UTF-8 Character Set */

2020-12-31T13:11:40Z

‎Non UTF-8 Character Set

John: /* Non UTF-8 Character Set */

2020-12-31T13:11:02Z

‎Non UTF-8 Character Set

John: /* Error generating JSON encoded response */

2020-12-31T13:10:40Z

‎Error generating JSON encoded response

@@ Line 31: / Line 31: @@
 To grant this permission:
-# Go to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[Manage Admins]]''' or, prior to WHMCS 8.0, '''Setup > Staff Management > [[Administrator Roles]]'''.
+# Go to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[Administrator Roles|Manage Admins]]''' or, prior to WHMCS 8.0, '''Setup > Staff Management > Administrator Roles'''.
 # Edit the desired role.
 # Check '''API Access'''.

@@ Line 58: / Line 58: @@
 #Navigate to '''Clients > View/Search Clients'''.
 #Select the client in question.
-#Click on their '''[[Clients:Profile Tab|Profile''' tab.
+#Click on their '''[[Clients:Profile Tab|Profile]]''' tab.
 #Examine all the fields and ensure all the fields contain valid letters, numbers and symbols.
 #Next click on the '''[[Clients:Products/Services Tab|Products/Services]]''' tab.

@@ Line 6: / Line 6: @@
 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]]
+For step-by-step instructions, see [[Mobile App: Connecting to WHMCS]].
 ===Invalid special character in Access Key===
@@ Line 26: / Line 26: @@
 ===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'''.
+# Go to '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[Manage Admins]]''' or, prior to WHMCS 8.0, '''Setup > Staff Management > [[Administrator Roles]]'''.
 # Edit the desired role.
 # Check '''API Access'''.
@@ Line 36: / Line 37: @@
 ===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.example.com/" or "https://example.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.
+The WHMCS  URL should be the URL to the frontend (client area) in '''System URL''' in the '''[[General Tab|General]]''' tab at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''' or, prior to WHMCS 8.0, '''Setup > General Settings'''.
 ===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 the cause and the corresponding solutions:
 ====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
+#Navigate to '''Clients > View/Search Clients'''.
-#Click on their '''Profile tab'''
+#Select the client in question.
-#Examine all the fields and ensure all the fields contain valid letters, numbers and symbols
+#Click on their '''[[Clients:Profile Tab|Profile''' tab.
-#Next click on the '''Products/Services tab'''
+#Examine all the fields and ensure all the fields contain valid letters, numbers and symbols.
-#Examine each of the client's service records and ensure all the fields contain valid letters, numbers and symbols
+#Next click on the '''[[Clients:Products/Services Tab|Products/Services]]''' tab.
 [[File:corrupt_password.png|thumb|Service Password with Invalid Characters]]
-The most common cause of this error is a non-decryptable service password, as illustrated in this screenshot:
+The most common cause of this error is a non-decryptable service password.
 <br/> <br/>
 To resolve:
 #Re-enter the service password (or clear out the field if a password is no longer required)
-#Click the Save Changes button.
+# Re-enter the service password (or clear out the field if a password is no longer required).
-#Repeat the process for any other clients experiencing the same error to ensure they all contain a valid service password.
+# Click '''Save Changes'''.
 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 (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings > Localisation tab'''
-#Assert the System Charset value is ''utf-8''. Change the value if necessary.
+# Go to the '''[[Localisation Tab|Localisation]]''' tab at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''' or, prior to WHMCS 8.0, '''Setup > General Settings'''.
-#Click ''Save Changes''
+# Make certain that '''System Charset''' is '''utf-8'''. Change the value if necessary.
-#Open the the WHMCS configuration.php file and assert the following line is present:<div class="source-cli">$mysql_charset = 'utf8';</div>
+# Click '''Save Changes'''.
-#Add the line if it is absent and save the configuration.php file to the server
+# Ensure that the following line is present in the WHMCS <tt>configuration.php</tt> file:<div class="source-cli">$mysql_charset = 'utf8';</div>If it is not present, add the line and save the file.
 The client's details should now load successfully in the WHMCS Mobile App.
 {{MobileApp}}

@@ Line 10: / Line 10: @@
 ===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:
+This indicates that your access key includes one or more unsupported characters. The mobile app '''only''' supports numbers, letters, and the following special characters:
 <div class="source-cli">  ! @ # $ % . ( ) * [ ] - _ </div>
@@ Line 18: / Line 18: @@
 #Open the configuration.php file found in your WHMCS installation directory using a text editor.
 #Look for the $api_access_key variable.
-#Remove or replace any unsupported characters. The mobile app only supports alphanumeric characters and the following special characters:<div class="source-cli">! @ # $ % . ( ) * [ ] - _</div>
+#Remove or replace any unsupported characters.
 #Save changes to the ''configuration.php'' file and upload to your server
 #Return to the WHMCS Mobile App and re-enter the updated API Access Key value

@@ Line 1: / Line 1: @@
 {{MobileApp}}
 ==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.
@@ Line 7: / Line 9: @@
 ===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:
 <div class="source-cli">  ! @ # $ % . ( ) * [ ] - _ </div>
-For more details refer to [[Mobile_App:_Invalid_Special_Character|Troubleshooting Invalid Special Character Error]].
+To resolve this issue:
 ===Access Denied===