Troubleshooting Addon Modules

If you encounter errors or issues while using WHMCS’s addon modules, see the sections below to start troubleshooting and resolve the issue.

For more information about addon modules, see Addon Modules.

General Errors and Issues

You may encounter the following common issues:

Error or IssueExplanationNext Steps
The addon does not appear in the Addons menu.This issue may indicate that the addon module is not present on the system or that you did not select the necessary administrator roles during module configuration.Administrator Roles
Addon Modules
Oops ErrorsIf you encounter them while working with addon modules, these errors may indicate that the module is incompatible.

If the module is incompatible or out-of-date, you will need to remove the addon files from the /modules/addons directory or obtain an updated version of the addon from the developer.
Oops Errors

cPanel Licensing

To troubleshoot issues with the license on a cPanel & WHM server, see Troubleshooting Server Issues.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
A license was deactivated on the same IP last month before billing could occurThis message indicates that the previous cPanel license for the service’s IP address accrued usage but deactivated before billing could occur within Manage2.cPanel Licensing Deactivated Errors
A reactivation fee must be paid before a new license can be provisioned for that IP address. This must be done via Manage2 directly.This message indicates that the license already has an associated service.cPanel License Reactivation Errors
cPanel Licensing options of product are not set for this serviceThis message indicates that you have configured license pricing for the product but have not selected the desired option for the individual service record.cPanel Licensing Options Errors
You cannot assign a license to this service
This license is already assigned to another service
You attempted to assign a cPanel license to a service that does not include the required configurable options or that is already assigned to another service.cPanel Assign License Errors

eNom New TLDs

For more information about eNom New TLDs, see eNom New TLDs.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
Portal type is not allowed to change unless it is in draft modeThis error indicates that the Enom account uses a different integration method for the New TLDs system (for example, a storefront or widget).Contact Enom technical support to reset the new TLD portal to draft mode.
User not permitted from this IP addressThis error indicates that your server’s IP address is not whitelisted for access to the eNom API.Enom User Not Permitted Errors


You can troubleshoot ImportAssist issues by downloading a copy of the import log at Configuration () > System Logs.

  • You can download the import log during or after the import process.
  • When you contact WHMCS Technical Support for help with ImportAssist issues, make sure to send us this log file as part of the ticket describing the issue.
For more information about ImportAssist, see ImportAssist.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
An import failed.Importing may fail due to several reasons. You will need to perform additional troubleshooting steps to determine the problem.Check the import log.
Unable to connect to the databaseImportAssist cannot establish a connection to the source database.ImportAssist Unable to Connect Errors

Live Chat

For more information about Live Chat, see Live Chat.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
The chat button is nonfunctional or the Live Chat window is blank.
The requested content cannot be loaded. Pleast try again later.
There may be an issue in the module’s template files.Live Chat Display Issues
You cannot login.
License Invalid
This error indicates that your WHMCS installation may not yet have updated to recognize your purchase of the addon. You may need to force a license update.Force a License Update
Connection errors occur.This issue may be due to many causes. However, typically, they indicate misconfigured file or folder permissions.Live Chat Connection Errors
Problems sending email with SMTP.Live Chat uses the PHP mail() function to send mail regardless of your Mail Provider configuration. To use SMTP with Live Chat, you must perform additional steps.ChatStack Setup SMTP Authentication
Incorrect Server/HostThis error indicates that the Live Help installation does not exist at the accessed URL.Make certain to use the correct URL.

Software Licensing Addon

For more information about the Software Licensing addon, see Software Licensing.

You may encounter the following common issues:

Error or IssueExplanationNext Steps
The Software Licensing addon module is generating a new local key on every request.This error indicates that there is a problem when the system attempts to store the local license key.Licensing Local Key Generation
Invalid KeyThis error indicates that the licensing check code is not passing a license key back to the Software Licensing addon.Licensing Invalid Key Errors
Remote Check FailedThis error indicates a connection problem between the user’s server and the end client’s server.Licensing Remote Check Errors

Last modified: May 29, 2024