Troubleshooting the Support System
If you encounter errors or issues while working with WHMCS’s support ticket system and related tools, see the sections below to start troubleshooting and resolve the issue.
For more information, see Support Tools.
Support Tickets
For more information, see Support Tickets.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| Your attempts to upload files to support tickets fail. | This issue may occur due to an incorrectly-configured list of allowed file attachment types. | Attachment Upload Failures |
Access Denied - You are not assigned to any ticket departments | Your admin account does not include access to the necessary support departments. | Department Access Denied Errors |
Email Importing and Email Piping
You can begin the troubleshooting process for most email piping-related issues by checking the Ticket Mail Import Log at Configuration () > System Logs.
- For more information, see Email Importing and Email Piping.
- For issues with your mail provider or WHMCS’s other email systems, see Troubleshooting Email.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| Admins are not receiving email notifications of support ticket replies. | There is a problem in the admin’s settings, the admin role configuration, or the support department configuration. | Missing Support Notifications |
| Email replies have incorrect timestamps. | The system is executing the PHP piping or importing script using a PHP configuration with a different date.timezone value than your WHMCS installation. | Incorrect Timestamps in Replies |
You receive a POP3 Connection Error report email with the following error:Error: cannot connect to host ; error = stream_socket_client(): unable to connect to tls://mail.example.com:143 (php_network_getaddresses: getaddrinfo failed: Name or service not known) (errno = 0 ) | The system cannot resolve the invalid or unreachable Hostname value in the support department’s mail importing configuration. | Cannot Connect to Host Errors |
| Full Administrators receive a warning email indicating that POP3 details exist for a support department but the required cron job is not configured to import the emails. | You may receive this email if the cron job could not run successfully or if it does not exist. | POP3 Cron Not Running |
Argument 7 passed to processPoppedTicket() must be an instance of WHMCS\Mail\AutoSubmittedHeader, array given, called in /path/to/crons/pop.php on line 0 | This issue is due to the presence of a pop.php file from an older version of WHMCS. | Argument 7 Ticket Errors |
Bad Request | The Redirect URI that you specified during app registration in the Microsoft Azure® Portal is invalid. | Microsoft Bad Request Errors |
Call to undefined method WHMCS\Mail\Incoming\Mailbox::getRawHeader() | A pop.php or pipe.php file has become outdated. | Undefined Method Importing Errors |
Connection unsuccessful. Please close this window and try again. | The Application (client) ID and Client Secret combination for your Microsoft Azure® app are invalid. | Microsoft Connection Errors |
Department Not Foundor Department Not Found. Exiting | This usually occurs when the support department is a CC or BCC recipient. | Department Not Found Errors |
Error: read failed - connection closed? | WHMCS cannot connect to the support department mailbox using the details that you set in the mail importing configuration. | POP3 Read Failed Errors |
Failed to Create $app_name application. Error detail URL may not contain a query string. | Microsoft Azure apps do not support the redirect URI format in WHMCS if you have set Friendly URLs to Basic URLs. | Microsoft Import Query Errors |
last request failed: invalid SASL argument | Some of the required information for POP3 email importing via the Google OAuth2 authentication method is missing. | Invalid SASL Argument Errors |
local delivery failed | This error occurs due to incorrect file permissions for the /crons/pipe.php file. | Local Delivery Failed Errors |
Logon failure: unknown user name or bad password | Your username and password are invalid in the mail configuration, or you are using an unsupported authentication method. | Logon Failure Errors |
The Mail Import test failed: cannot select INBOX, is this a valid transport? | The mail importing configuration is using the wrong port number (often, 993 instead of 995). | Mail Import Test Failed Errors |
Ticket ID not found | You attempted to open a new ticket via email as an admin or attempted to reply to a ticket without including the ticket ID. | Ticket ID Not Found Errors |
Unable to communicate with the WHMCS installation | This error occurs when a system cron issue prevents the pop.php or pipe.php files from communicating with the WHMCS installation. | Unable to Communicate Errors |
Last modified: June 14, 2024