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 IssueExplanationNext 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
Error: Call to a member function getOnDemandRenewalSettings() on null in /path/to/whmcs/vendor/whmcs/whmcs-foundation/lib/User/Client.php:0
or
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:485The 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 IssueExplanationNext 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: May 31, 2024