Troubleshooting Products and Services
If you encounter errors or issues while working with product configuration or clients’ services, see the sections below to start troubleshooting and resolve the issue.
For more information, see Products.
Products
For more information, see Product Configuration Options.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| Cross-selling recommendations are not displaying. | Hidden is enabled for the recommended products. | Recommendation Display Issues |
| The Choose a Domain page is blank during the ordering process. | You enabled Require Domain in the product configuration but have not enabled any domain registration options. | Blank Choose a Domain Page |
Bad User name or Password | The credentials in your Enom SSL configuration are incorrect. | Bad User name or Password Errors |
Error: Call to a member function getOnDemandRenewalSettings() on null in /path/to/whmcs/vendor/whmcs/whmcs-foundation/lib/User/Client.php:0or Error: Call to a member function enabledMetrics() on null in /path/to/whmcs/vendor/whmcs/whmcs-foundation/lib/Service/Service.php:0 | The user’s current client has an orphaned service. | Member Function Renewal Errors |
PDOException: SQLSTATE[42S22]: Column not found: 1054 Unknown column 'shortDescription' in 'field list' in /path/to/whmcs/vendor/illuminate/database/Connection.php:485 | The product does not have a configured Product Short Description value. | Column Not Found shortDescription Errors |
Services
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| Accout creation failed while provisioning a new hosting account. | An error occurred that prevented the system from creating the account. This can occur for many reasons. | Account Creation Failures |
| The system is unexpectedly suspending services (for example, hosting accounts). | This may occur due to a Next Due Date value that is in the past or an admin action. | Unexpected Service Suspensions |
| The system is unexpectedly terminating services (for example, hosting accounts). | This may occur due to the product’s configuration, a Next Due Date value that is in the past, or an admin action. | Unexpected Service Terminations |
| A service’s Next Due Date value has moved to a date several months or years in the future, resulting in some invoices not being generated. | The system has registered multiple payments for the service. | Unexpected Next Due Date |
| You configured a product to use prorata billing, but services for the product are not being prorated appropriately. | In many cases, this is due to the Signup Anniversary Prorata feature. | Service Not Prorated |
Last modified: October 29, 2024