Troubleshooting Guide - Revision history

SarahK: /* Unknown Errors */

2022-05-09T20:06:11Z

‎Unknown Errors

SarahK at 18:06, 11 March 2022

2022-03-11T18:06:22Z

SarahK at 18:16, 26 January 2022

2022-01-26T18:16:23Z

SarahK at 21:23, 25 January 2022

2022-01-25T21:23:04Z

SarahK: /* Payments Not Recorded */

2022-01-25T20:15:14Z

‎Payments Not Recorded

John at 12:18, 24 August 2021

2021-08-24T12:18:28Z

SarahK: /* Oops!, Blank, or Partially Loading Page */

2021-08-06T19:05:41Z

‎Oops!, Blank, or Partially Loading Page

SarahK: /* Oops!, Blank, or Partially Loading Page */

2021-08-06T19:05:22Z

‎Oops!, Blank, or Partially Loading Page

SarahK at 18:49, 29 April 2020

2020-04-29T18:49:02Z

Matt: /* Module Command/Registrar Error */

2018-03-09T10:36:46Z

‎Module Command/Registrar Error

@@ Line 21: / Line 21: @@
 ===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.
+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]].

@@ Line 31: / Line 31: @@
 For more information, see:
-*[[Blank or Partially-Rendered Pages]]
+*[[Blank or Partially Rendered Pages]]
 *[[Error Management]].
 *[[Server Modules]].

@@ Line 31: / Line 31: @@
 For more information, see:
 *[[Error Management]].
 *[[Server Modules]].

@@ Line 5: / Line 5: @@
 ==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 [https://forum.whmcs.com/forumdisplay.php?158-Hotfixes Hotfixes Forum].
+When we identify issues between releases, we publish individual patches (hotfixes) outside of the update structure.
 ==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.
+Module Command Errors are error messages that third party systems return via 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:
+For more information, see:
 *[[Server Modules|Server/Provisioning Modules]]
@@ Line 17: / Line 19: @@
 *[[Common_Troubleshooting_Tips#Server_Errors|Module Errors]]
-To attempt the failed actions again, use the Module Command buttons for the service or domain within the admin area clients profile.
+===Unknown Errors===
-===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.
-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 [[Troubleshooting_Module_Problems|System Module Debug Log]] to obtain the raw response, which will typically help identify the problem.
+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.  To get more information about the error condition, enable Display Errors or check your logs as described in [[Error Management]].
+When you see an "Oops!", blank, or partially loaded page, an error condition has occurred.
-We have collated some common errors and their causes, which you may refer to in the following sections:
+For more information, see:
 *[[Server Modules]].
 *[[Domain Registrars]].
@@ Line 41: / Line 44: @@
 == 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 500 internal server error is usually due to a customisation or an issue with the PHP configuration causing issues.
-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.
+For more information, see [[PHP and WHMCS]].
 ==Other Issues==
 {{troubleshooting}}

@@ 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]].
 == 500 Internal Server Error ==

@@ Line 41: / Line 41: @@
 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.
 ==Other Issues==
 {{troubleshooting}}

@@ Line 7: / Line 7: @@
 ==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.
+Module Command Errors are error messages returned from third party systems via modules.  Examples of modules that may generate error messages include cPanel, Plesk, Enom, ResellerClub, etc...
-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:
+To discover the cause of errors returned by a third party system, it is often necessary to consult the vendors documentation or support team. However, we have collated some of the most common errors and their causes in the pages below:
-*[[Server Modules]]
+*[[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.
+To re-attempt the failed actions, use the Module Command buttons displayed when viewing the service or domain within the admin area clients profile.
-===Unknown Error===
+===Unknown Errors===
-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.
+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 the [[Troubleshooting_Module_Problems|System Module Debug Log]] can be used to obtain the raw response being received which will typically help pinpoint the problem.
 ==Oops!, Blank, or Partially Loading Page==