Knowledgebase: WHMCS
Common Troubleshooting Tips
Posted by Pacific Host on 04 December 2011 04:10 PM

General Errors

Order Form Product Pricing doesn't match admin area

The product pricing on the order form does not match the pricing entered on the product's pricing tab in the admin area. This means Setup > General Settings > Ordering tab > Monthly Pricing Breakdown is enabled.

Database Errors

Down for Maintenance - An upgrade is currently in progress

Seeing this error when you are not currently performing an update means that your files and database do not match, they are different versions. Use phpmyadmin to check the database version displayed in tlbconfiguration. Then ensure the version of PHP files on your server correspond - you can check these by opening them in Notepad.

If your database version is from 4.2.1 you must ensure your PHP files are also from version 4.2.1.

Critical Error - Unable to connect to the database

This error means your database cannot be connected to. Check your database connection details in the configuration.php file. This could also be caused by the MySQL service being down on your server.

Error Message "Field xxx doesn't have a default value" during installation

This error occurs when you try to install WHMCS with MySQL Strict Mode enabled. WHMCS requires strict mode to be disabled.

Gateway Errors

Blank Payment Gateway Page

This is usually caused by a double copy of a gateway file in the modules/gateway directory or .htaccess/php.ini or other file not provided with WHMCS in the directory that needs to be removed.

Merchant Gateway Declining or Failing

Take a look in Transactions > Gateway Log to see exactly what response your payment gateway is returning and that should indicate what the problem is for you.

User Redirected to Wrong Page on Checkout

If you have customised your WHMCS header template and added or removed a form, you will need to update the forwardpage.tpl template file which by default will submit form 0 or 1 on the page - if you add a form to your header need to add 1 to the forms[x] setting in that file, if you remove one, you need to subtract 1

Server Errors

Internal 500 Server Error

An internal server error can be a lot of things but it's always a server issue - not WHMCS. It could be that ioncube is incorrectly installed or there are some settings in a .htaccess file causing an error. Your server admin/hosting provider should be able to advise more on what the issue is.

Server Command Error - Curl Error - Couldn't resolve host (6)

This error message indicates that you don't have a server selected for the account to be setup on. Check you have a default server set in Setup > Servers and that a server is selected on the account that you are trying to setup.

Server Command Error - Curl Error - Couldn't connect to host (7)

This response means you have a firewall blocking the connection. The port being used depends on what module you are using but for cPanel it would be 2086/2087, Plesk 8443, DirectAdmin 2222, etc...

Server load, uptime and phpinfo always say Unavailable or 00:00:00

In order for these values to be obtained, the file /status/index.php that you upload to every server has to be able to execute the PHP functions exec and shell_exec on that server. These are often disabled by default for security reasons. To enable them, you need to login to your server by SSH and then locate the php.ini file and open it for editing. Search down for the line that says disabled_functions and then remove exec and shell_exec from the list of functions following that.

For security, by default the phpinfo is disabled, you would need to edit the index.php file of the status directory and uncomment the phpinfo(); line,

Support Center

Access Denied - You are not assigned to any ticket departments

You have to configure the support ticket departments which you are a member of in Configuration > Administrators. When editing an admin you can choose just some or all of the departments that the admin should be taking care of. They will then only receive notifications about tickets in their departments.

Uploading Attachments

If your support ticket uploads fail to work, it could be because of an incorrectly setup list of allowed file attachment types in Configuration > General Settings > Support. The types must be separated by commas without any spaces, eg. .gif,.jpg,.pdf

Ticket ID not found

You cannot open new tickets via email as an admin, the system expects you to be replying to an existing ticket. Therefore when the email does not contain an existing ticket number you will see this error in the email import log.

Department Not Found

This usually occurs when an email was sent and your support department was added as a CC or BCC. Only emails where the department address is in the To field will a ticket be accepted.

System Errors

Error: has sent an incorrect or unexpected message. Error Code: -12263

This error means you have an invalid url entered for the System URL(s) in the General Config. For the built in SSL switcher of WHMCS to work, the System URL must be a non-SSL URL and the System SSL URL must be an SSL url. Alternatively, if not using the SSL switcher, you should just enter an URL in the System URL field (either non-SSL or SSL). You should never put the same URL into both fields. This message can also show as: "The page isn't redirecting properly"

There was an error in your request

When checking a domain availability this indicates that your firewall is blocking the whois port; 43.

Invalid TLD/Registration Period Supplied for Domain Registration

This error indicates an order has been placed for a TLD or registration period that hasn't been configured. Please review the following video to resolve the issue:

Your IP has been Banned Reason: 3 Invalid Login Attempts

The admin login ban is set to last 15 minutes by default so you will need to wait and then try logging in again or request a new password.

Admin Email Notification Sending Failed - You must provide at least one mailer is not supported.

At least one Administrator must be setup to receive notification emails, you should change this by enabling Support Tickets Notifications in Setup > Administrators > Edit.

Department Not Found. Exiting

You need to setup at least 1 support department in WHMCS in Setup > Support Departments which is where the affiliate withdrawal requests will go to. Then assign your admin users to the department in Setup > Admins who will be notified when the withdrawal request is made.

TCPDF error: Missing or incorrect image file

This means the logo.jpg file in your images folder is missing, or not a valid jpg file. This is the image used when creating the pdf invoice.

Template Errors

Blank Pages

Blank pages can be caused by errors in your customisations to modules or templates, missing files or if your server doesn't meet the minimum requirements for WHMCS. To see exactly what the issue is, you need to ensure display_errors are set to On in your servers php.ini file and the error_reporting level set to 6143. Then add the line to your WHMCS configuration.php file and revisit the page:


An error message occurring will be shown if it's a PHP error. Once finished testing, remove the line again from the WHMCS config file.

Client Area doesn't work aftering installing on a Windows Server

After installing WHMCS onto a Windows server, you may find when visiting the client area you just see a blank page. This is caused because the templates_c folder cannot be written to. Even if it is CHMOD 777, unless the ownership is set correctly it will not be writeable. To correct the issue, you need to run the following command on the folder:

chown -R root:password templates_c

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