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WHMCS Technical Analyst
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WHMCS Alex last won the day on January 23 2018

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About WHMCS Alex

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    WHMCS Technical Analyst

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  1. Hello, Thanks for your post! You can troubleshoot this using the following guide: https://help.whmcs.com/m/85428/l/1035090-troubleshooting-red-ssl-monitoring-padlock-icons I hope this helps.
  2. WHMCS Alex

    Error domain

    Hello @WikeXL This is documented in more detail here: https://help.whmcs.com/m/85428/l/1034165-troubleshooting-invalid-domain-name-provided-messages I hope this helps.
  3. WHMCS Alex

    Broken links

    Hello @raafr, That URL is indicative of having "Full Friendly Rewrite" set for your "Friendly URLs" configuration at Setup > General Settings > General: https://docs.whmcs.com/Friendly_URLs The first thing to try is using the "Refresh" icon next to the "Friendly URLs" setting to ensure the appropriate .htaccess rules are in place. Assuming you are encountering a 404 error, this should also help: https://help.whmcs.com/m/marketconnect/l/747675-troubleshooting-a-404-error-or-unexpected-page
  4. In this post, we are going to explore the logs that are available within WHMCS, including: Where to find them How and when to use them How to maintain them Activity Log The activity log in WHMCS records events that occur to allow for tracking who and what initiated various actions and to allow for troubleshooting any errors or problems that occur. There are 2 types of log entries: Client Logs - Client logs are events and actions relating to a specific client and can be viewed from the Log tab within a Clients Profile System Logs - This includes both client and system log entries and can be accessed via Utilities > Logs > Activity Log The Activity Log will be, if it is not already, the most commonly used log within your installation. It should be used as part of ALL troubleshooting within WHMCS, in a lot of cases, in conjunction with using another log, such as the Module Debug Log, which we will come onto later. Each action/event records the date/time the action occurred, a description indicating what happened, the currently logged in admin user who invoked the action (System shows for non admin initiated actions) and the IP Address of the user who caused it (ie. the admins IP, the clients IP or the system IP). In both locations, you can filter the log entries for entries on a specific date, performed by a specific username/IP, and/or containing certain keywords you specify. This allows you to narrow the log down quickly and easily for the specific action or event you are looking for. Let's look at two working examples of why you might want to use the Activity Log. Example one: You become aware that the cron on your installation didn't execute or complete at the expected time, which you received an email alert about. The cron is going to be logged to the full system log, located at Utilities > Logs > Activity Log as detailed above. When the cron starts, it will log "Cron Job: Starting Daily Automation Tasks" (without quotation marks) when it completes and "Cron Job: Completed Daily Automation Tasks" when it completes. Using the Activity Log, you can immediately answer three questions: 1) Did the cron run at all? 2) Did the cron run, but fail to complete? 3) If it ran, but did not complete, what was the last task it was performing You can then focus your troubleshooting based on the results, using one of our troubleshooting guides, such as: http://help.whmcs.com/m/automation/l/683269-advanced-cron-troubleshooting Example Two: A client makes payment for a domain renewal, which fails. As an admin you become aware of this failure due to the email sent by WHMCS informing you a domain renewal received it's payment but failed to renew with the registrar. The Activity Log will hold the error message response. To review this, we will navigate to the client in question and select the Log tab, where you will see the entry, an example of this would be: Domain Renewal Failed - Domain ID: 1 - Domain: google.com - Error: Purchase price is greater than available balance In this instance, this message means that we have not got enough credit in our eNom account to renew the domain name, using the Activity Log, we have identified this and now resolve it. Whilst WHMCS is very intuitive and will in most cases provide the error in the alert you receive, it will be present in the Activity Log, should you need it. Maintenance The Activity Log will grow as your installation grows, in most cases, you won't want to purge entries from it to preserve all historical actions that have occurred within your installation. WHMCS does however provide two ways you can reduce the size of the log: 1) To reduce the amount of System Level Activity Log entries that are stored, you can navigate to 'Setup → General Settings → General' and enter a value in the 'Limit Activity Log' field. 2) To reduce the amount of Client Level Activity Log entries, you can navigate to 'Utilities → System → System Cleanup' and delete log entries before a certain date, as well as view the current volume of entries. The log itself is stored in the 'tblactivitylog' database table. Module Debug Log This module debugging tool can be used to identify and resolve problems communicating with remote API systems. It will record and display the raw API data being sent to, and received back from the remote system. Logging should only ever be enabled for testing, and never left enabled all the time.The Module Debug Log is located at Utilities > Logs > Module Debug Log. You will want to use this log whenever you encounter a problem communicating with remote API systems. To effectively use this log, you will want to enable it, reproduce the issue, then revisit it to collect the Request and Response data. This log will allow you to analyse the request data that is being sent, to ensure the request is correct as well as analyse the response data, which in most cases is the data you require to troubleshoot the issue. Lets take a look at a working example of when you might want to use the Module Debug Log. Example: We are adding a new server to a WHMCS installation, in this example, we are adding a cPanel server at `Setup → Products/Services → Servers', we add the server and select 'Test Connection', and see this error: Failed: Array We need to need gain more visibility on the issue here. We therefore navigate to Utilities > Logs > Module Debug Log and enable debug logging, once enabled, we go back to the server we are adding and select 'Test Connection' again. We now navigate to back to the Module Debug Log and review the Request and Response data. In this example, the Response data is: {"cpanelresult":{"apiversion":"2","error":"Access denied","data":{"reason":"Access denied","result":"0"},"type":"text"}} We can see that the cPanel server is responding with "Access denied" indicating the credentials we added are being rejected. Now we know the issue, we can go and review the credentials we have added and resolve this. Once resolved, navigate back to Utilities > Logs > Module Debug Log and disable it as well as reset it to clear the entries we no longer require. The Module Debug Log entries are stored in the 'tblmodulelog' table. Gateway Log The Gateway Log is a log of communication between WHMCS and your payment gateways, it is located at 'Billing → Gateway Log'. This log can be used if transactions aren't being automatically handled by WHMCS. You will want to use this log whenever you need to troubleshoot any payment related issues within WHMCS, such as invoices not being automatically marked as paid. Lets take a look at a working example of when you might want to use the Gateway Log. Example: A client contacts you and says they made payment for their service through PayPal, but they have just received an invoice reminder to pay it, after checking your PayPal account you verify the client did make payment. At this point, you will want to navigate to the Gateway Log to begin troubleshooting this. You will want to locate the transaction in question, which in this case should be the response from PayPal's IPN and review the Result. In this example, the Result shows this: Invalid Receiver Email We now know the cause, so we focus on that specific error and resolve it. In many cases you can find errors such as this in our documentation: https://docs.whmcs.com/PayPal#Invalid_Receiver_Email You can clear all entries within the Gateway Log by navigating to 'Utilities → System → System Cleanup'. The entries in the log are stored in the 'tblgatewaylog' database table. Admin Login Log The Admin Login Log is located at Utilities > Logs > Admin Log and provides historical data as to when an admin user logged in and out, as well as the IP address associated with this access. This log is useful if you want to review which admin users have accessed your installation and when they did so. The entries in this log are stored in the 'tbladminlog' database table. Email Message Log The Email Message Log is located at Utilities > Logs > Email Message Log and records all emails sent to your clients, it is also accessible on a per client basis through the 'Emails' tab in a clients profile. You can use this log if a client indicates to you that they have not received an email, such as an invoice reminder email. If a message is recorded in the Email Message Log and there's no error in the Activity Log (detailed above) you can conclude it left WHMCS without any errors from your mail server and continue your investigate from there. Alternatively, if you do not see an entry, you can use the Activity Log to troubleshoot further on your WHMCS installation. To reduce this log, you can navigate to 'Utilities → System → System Cleanup' and prune saved emails before a certain date, as well as view the current volume of entries. The entries in this table are stored in the 'tblemails' database table Ticket Mail Import Log If an email has not been piped into the ticket system, you will want to review the Ticket Mail Import Log, located at Utilities > Logs > Ticket Mail Import Log. This shows all the emails processed by WHMCS and any errors that may have occurred. You will want to use this log whenever you believe there is an issue with emails being piped in to your ticket system, perhaps a user has reported when they email one of your Support Departments, they receive a response saying a ticket was not opened, or do not receive any response. You can then focus your troubleshooting around the results you see in the Ticket Mail Import Log. As always, we document some common errors: https://docs.whmcs.com/Email_Piping#Common_Problems You can clear all entries within the Ticket Mail Import Log by navigating to 'Utilities → System → System Cleanup'. The entries are stored in the 'tblticketmaillog' database table.
  5. WHMCS Alex

    Domain Register Lock not works

    Hello @dewdropz, Are you using version 7.6 of WHMCS and ResellerClub (or NetEarthOne/StarGate/UK2/ResellerCamp)? If so, this is a known issue and we have case MODULE-6835 open with our development team to resolve this in a future release. In the meantime, I would advise enabling/disabling the lock via your registrars control panel.
  6. WHMCS Alex

    Wix and WHMCS

    Hello @Shaun Le Roux Thank you for your post! You will want to move your WHMCS installation to a subdomain, for example whmcs.mydomain.com. In doing so, you can configure the correct DNS records for the subdomain to point at your GoDaddy hosting server, without it impacting your primary domain name pointing over to Wix. I hope this helps.
  7. WHMCS Alex

    Module Command Error An Unknown Error Occurred

    Hello @zohaibayub85 If you navigate to `Utilities -> Logs -> Module Debug Log`, enable this, try to suspend an account (to reproduce the error), then revisit the Module Debug Log, what response is returned by the cPanel server? Also, what versions of WHMCS and cPanel/WHM are you running please?
  8. Hello, I can confirm that we are aware of this behavouir in version 7.6 and have case CORE-12679 open with our development team in order to have this reviewed further. In the meantime, I would advise creating a separate cron job to execute both the -DomainExpirySync --DomainTransferSync tasks at the frequency you require, for example, to run them every 4 hours, you would use this cron: 0 */4 * * * php -q /path/to/crons/cron.php do --DomainExpirySync --DomainTransferSync Simply replace /path/to/crons with the actual path to your crons directory. I am sorry for any and all inconvenience caused.
  9. Hello @artaweb, A member of our team Josh made a post regarding blocking subdomains being used as existing domain names, using the ClientAreaFooterOutput hook and some client-side JavaScript https://developers.whmcs.com/hooks-reference/output/#clientareafooteroutput You can read this here: You could adapt this example to achieve what you desire here. I hope this helps.
  10. WHMCS Alex

    Email Verification/ File Attachment issue

    Hello @Ambarella Issue 1: If a message is recorded in the Email Message Log and there's no error in the Activity Log (located at Utilities -> Logs -> Activity Log), it indicates that the message left WHMCS without any errors from your mail server. Therefore the problem is one of email delivery and so I would advise making contact your mail server administrator to investigate further. If there is an error in the Activity Log, you can start troubleshooting that here: http://help.whmcs.com/m/troubleshooting/l/678803-troubleshooting-email-sending-problems Issue 2: This would indicate an issue with the configured attachments directory. You will first want to review the attachments directory you have set in your configuration.php file and ensure that both the path to the directory and the permissions on said directory are correct: https://docs.whmcs.com/Further_Security_Steps#Secure_the_Writeable_Directories Also ensure you have set the correct allowed attachment types: https://docs.whmcs.com/Support_Tab#Allowed_File_Attachment_Types Issue 3: The first thing to check here for any errors is the Gateway Log located at 'Billing -> Gateway Log', please see: http://help.whmcs.com/m/payments/l/679733-troubleshooting-payment-issues There can be a number of reasons for this issue happening, so opening a ticket with our Support Team would perhaps be the best way to get this addressed.
  11. WHMCS Alex

    Connection and Upgrading Error

    Hello @Mike4286, This issue is detailed here: https://docs.whmcs.com/CPanel/WHM#An_Unknown_Error_Occurred_after_updating_to_cPanel_74
  12. WHMCS Alex

    Manage API Credentials

    Hello @amirali, Please try navigating to `Setup -> General Settings -> General` and selecting the refresh icon next to your 'Friendly URLs' configuration. Once WHMCS confirms that has been successful, please navigate back to the Manage API Credentials page and check again.
  13. WHMCS Alex

    Can't stay logged into admin area

    Hello @Darthkatzs, If you navigate to `Utilities -> Logs -> Admin Log` are you seeing your IP address consistently (in other words not changing)? Being logged out is an indication of the IP address changing, which would cause you to be logged out due to the Session IP Check. You can read more about this (and you can also disable it which would resolve this) here: https://docs.whmcs.com/Security_Tab#Disable_Session_IP_Check In most instances, you won't want to disable this for security reasons, so it would be necessary to identify why your IP address is changing frequently, prevent this from happening, then leave the Session IP Check enabled. An example I see often is when clients are using Cloudflare, which is easy identifiable by reviewing the System Admin Login Log, where you will see Cloudflare IP address listed. If that is the case, you will want to add Cloudflare IP addresses to your Trusted Proxies inside WHMCS. You can read more about this here: https://docs.whmcs.com/Trusted_Proxy_Settings The Proxy Header field allows you to configure the HTTP header WHMCS will use to figure out which IP address is the authoritative IP address for the request, in other words, your connecting IP address.
  14. Hello, In version 66 of WHM, XML output in APIs was deprecated, but still functioned. As of WHM version 74 it has been completely removed: https://documentation.cpanel.net/display/CKB/cPanel+Deprecation+Plan In version 7.3 of WHMCS, we updated our shipped cPanel module to ensure all calls from it utilize the JSON format (JSON-API), a year advance of this being removed. Version 7.2 and below of WHMCS is now EOL, as detailed here: https://docs.whmcs.com/Long_Term_Support#After_End_Of_Life As noted in that documentation, "Once a version's EOL date has passed, no further releases or updates will be provided, regardless of the observed deficiency in that version." I fully appreciate that this could be having a detrimental affect on your business, however, we are very transparent in communicating which versions are still supported, in what capacity they are supported and when that support will end.
  15. WHMCS Alex

    Error with Market Connect & SpamExperts

    Hello @LeftBrainSolutions, Are you receiving the same error listed here, or a similar/different one? Could you open a support ticket (including the domain name you are attempting to create the SpamExperts service on) and PM the Ticket ID to me?

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