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Troubleshooting Guide

The Installatron Repair Utility is designed to fix most problems that can occur with Installatron Plugin. This utility can be executed any time difficulties are experienced. There is no harm in executing the utility; it's always the first thing to try.



Installatron Plugin Linux/Unix/FreeBSD

To perform a repair on Linux/Unix/FreeBSD, run these four commands as the root user:

rm -fr /usr/local/installatron/lib /usr/local/installatron/etc/php.ini
curl -O http://data.installatron.com/installatron-plugin.sh
chmod 755 installatron-plugin.sh
./installatron-plugin.sh -f --stable
Tip: To run repair in interactive mode, remove -f from the last command.

Installatron Plugin Windows

To perform a repair on Windows, re-run the installatron-plugin.exe wizard.



Installatron Server Linux/Unix/FreeBSD

To perform a repair on Linux/Unix/FreeBSD, run these four commands as the root user:

rm -fr /usr/local/installatron/lib /usr/local/installatron/etc/php.ini
curl -O http://data.installatron.com/installatron-server.sh
chmod 755 installatron-server.sh
./installatron-server.sh -f --stable
Tip: To run repair in interactive mode, remove -f from the last command.

Installatron Server Windows

To perform a repair on Windows, re-run the installatron-server.exe wizard.

If problems persist...

Known Issues


Installatron Error Messages


Application Error Messages

Installatron displays a 401 error (cPanel only)

SOLUTION

Double check that the "Installatron" feature is enabled within WHM's Feature List tool for the feature lists where it should be enabled.

Within WHM's Feature List tool, the first entry ("Installatron") refers to the Installatron system itself and must be enabled to activate Installatron, and the second entry ("Installatron Widget") activates the dashboard section that lists top apps and installed apps right on the main cPanel menu.

Tasks never progress beyond "Waiting..."

SOLUTION

Try clearing the task queue by executing this command as root:

rm -fr /var/installatron/tasks/*

Tasks never complete or terminate prematurely

CAUSE

A crontab process may be active that is designed to terminate PHP processes that are executing "too long".

SOLUTION

Disable the offending crontab process, or replace it with a crontab process that grants immunity to Installatron-created processes.

The below bash code, when executed as a crontab process every so often, will only kill PHP processes that have been executing longer than 600 seconds and show up in the output of "ps -eo command" as containing "/usr/bin/php". This will work without modification on most fastcgi environments. Feel free to modify this code to match your environment.

ps -eo uid,pid,lstart,command |
    tail -n+2 |
    while read PROC_UID PROC_PID PROC_LSTART_WDAY PROC_LSTART_MONTH PROC_LSTART_DAY PROC_LSTART_TIME PROC_LSTART_YEAR PROC_COMMAND; do
        SECONDS=$[$(date +%s) - $(date -d"$PROC_LSTART_WDAY $PROC_LSTART_MONTH $PROC_LSTART_DAY $PROC_LSTART_TIME $PROC_LSTART_YEAR" +%s)]
        if [[ "$PROC_COMMAND" == */usr/bin/php* ]]; then
	        if [ $PROC_UID -gt 0 -a $SECONDS -gt 600 ]; then
    	        echo $PROC_PID
        	fi
        fi
     done |
     xargs kill

An application is missing recent versions

CAUSE

Some recent application versions require PHP 5.3 or newer.

SOLUTION

Upgrade PHP to 5.3+. Or if you want to keep the current PHP version but allow those versions to be installed anyway, you can disable version-filtering based on the PHP version in Administration > Settings > Requirements (this is not a supported option).

php-pdo-mysql-version-minimum v1 (detected: OFF)

CAUSE

A number of apps require the PDO MYSQL PHP extension, which is not standard on all hosting control panels.

SOLUTION

Add the PDO MYSQL extension to PHP, or disable affected apps within Installatron Admin > Applications > Access Control.

Installed applications are missing from My Applications

CAUSE

If installed applications do not appear at the My Applications tab then there is an error with the cached data. This can happen if a user is moved to a server with a different configuration than the one the installs were created on.

SOLUTION

The error can be found by logging in as the user, navigating to My Applications, and adding this to the end of the URL:

#cmd=installs&id=INSTALLID

Where INSTALLID is the id of the install (can be found in ~/.appdata/current/). If the error is fixed the install will appear in the user's login.

If many users are affected the entire cache can be rebuilt by executing this command:

/usr/local/installatron/repair -f --quick
mv /var/installatron/data.db /var/installatron/data.db.bak 
/usr/local/installatron/installatron --repair --recache
/usr/local/installatron/installatron --send-update-report

The 'Installatron Applications Installer' or 'Installatron Admin' links go to a blank page

SOLUTION

The entire cache can be rebuilt by executing these commands:

/usr/local/installatron/repair -f --quick
mv /var/installatron/data.db /var/installatron/data.db.bak 
/usr/local/installatron/installatron --repair --recache
/usr/local/installatron/installatron --send-update-report
*

FileSystem::mkdir(/path/to/installed/application/directory)

CAUSE

This type of error can sometimes occur when an account is out of available disk space. However, in most cases a more graceful error is displayed.

SOLUTION

Check that the web hosting account has enough available disk space. If additional space is required, contact your service provider directly to add additional disk space.

2011-09-19T04:57:55-04:00 FAILURE [2] http://yoursite.com/installdir/anyfile.php

CAUSE

A .htaccess file is likely interfering with a HTTP request.

SOLUTION

Check the installation directory and parent directories (public_html) for a .htaccess file that could interfere with requests to the aforementioned URL. You either can fix the .htaccess file or temporarily rename it and try again.

You have exceeded the maximum allowed databases

A few variations of these errors exist. The errors are returned from the control panel software verbatim.

CAUSE

This happens when the control panel software is unable to create a database on behalf of Installatron. Most likely this means the account has no databases remaining.

SOLUTION

An existing database can be selected for the install by choosing the "Let me manage the database settings" option on the Database step, or most likely additional databases can be purchased.

Unable to get list of databases. There is a communication problem with the control panel API.

A few variations of these errors exist. The errors are returned from the control panel software verbatim.

CAUSE

This happens when Installatron is unable to retrieve a list of user's database via the control panel's plugin API.

GENERAL SOLUTION

Typically logging out of the control panel and re-trying the task will solve the problem.

DIRECTADMIN SOLUTION

Try changing the "Fetch/HTTP driver" in Administration > Settings. It may be that the default driver is not suitable for your server setup. A CURL binary should be selected whenever possible.

If the the control panel uses https:// then it may be that the CURL options lack functional OpenSSL support. This can be tested for CURL binaries with:

curl -v -k 'https://127.0.0.1:2222'

Installatron displays an "encoded", blank, or non-loading page

Error: All loaders have failed

Error: PHP is not installed

CAUSE

By default Installatron uses a system PHP instance. In the vast majority of cases this works flawlessly. However, in rare cases this instance may not be compatible with Installatron.

When this occurs, compiling a dedicated PHP instance just for Installatron is the most reliable solution.

SOLUTION

Try installing a dedicated PHP instance just for Installatron. The PHP instance used by website owners will not be modified.

mkdir -p /usr/local/installatron
cd /usr/local/installatron
curl -O http://php.net/distributions/php-5.4.34.tar.gz
tar xzf php-5.4.34.tar.gz
cd php-5.4.34
./configure --prefix=/usr/local/installatron/php --disable-libxml --disable-dom --disable-simplexml --disable-xml --disable-xmlreader --disable-xmlwriter --enable-posix --enable-mbstring --enable-ftp --enable-sockets --without-pear --without-iconv --with-zlib --with-gd --with-jpeg-dir --with-png-dir --with-mysql=mysqlnd --with-mysqli=mysqlnd --with-pdo-mysql=mysqlnd --with-gettext
make
make install
cd ..
rm -fr php-5.4.34 php-5.4.34.tar.gz /usr/local/installatron/bin/php

Next, follow the steps at the top of this page to execute a "repair" of Installatron.

That's it! Installatron should now be working.

Error: mysql database connection failed: No such file or directory.

CAUSE

There is a problem communicating with MySQL.

SOLUTION

If databases are actually being created, try specifying a MySQL socket value in /usr/local/installatron/etc/php.ini. For example:

mysql.default_socket = /var/lib/mysql/mysql.sock

Error: A test of the selected domain has failed

CAUSE

While Installatron doesn't require domains to resolve prior to use, Installatron does check for any domain misconfiguration that would prevent the installed application from functioning, including IP mismatches and firewall problems.

SOLUTION

Check your /var/installatron/logs/fetch* log files for information on why the tests failed.

The test can be disabled server-wide by running this as root:

echo "domaincheck=no" >> /usr/local/installatron/etc/settings.ini

However, we don't recommend disabling the test. It's better to determine why the domain isn't working.

INSTALLATRON SERVER API SOLUTION

To enable interaction with non-resolving domains, including the "url-ip" argument with Installatron Server API queries, which will inform Installatron Server where it should resolve the domain.

Technical Error: DBD::mysql::st execute failed: There is no such grant defined…

CAUSE

The cPanel API failed to create a database for Installatron Plugin.

SOLUTION

Check if either of the below values exist in /etc/my.cnf:

skip-name-resolve 
skip-host-cache

If either value exists, comment the value out, restart mysql, and then try the action within Installatron Plugin again. If the problem is still not solved, check if the user has their own my.cnf file within their home directory.

open3: exec of file - failed at /usr/local/cpanel/bin/register_cpanelplugin line 33

CAUSE

The RPM package "file" is missing.

SOLUTION

Install the missing RPM package:

yum install file

Then re-execute the Installatron Repair Utility at the top of this page.

Drupal: You have an error in your SQL syntax{...}/includes/menu.inc on line 315

CAUSE

This is a known bug in the 6.x branch of Drupal that makes it incompatible with some servers.

SOLUTION

Try Drupal 7 instead of Drupal 6. If you're the server administrator, deactivate Drupal using the Applications > Access Control administration tool. It is worth submitting a bug report to Drupal to aid in finding a solution.

Magento: Error in file:{...}/sql/sales_setup/mysql4-upgrade-0.9.24-0.9.25.php{...}SQLSTATE[23000]

Magento: Error in file:{...}/sql/catalogrule_setup/mysql4-upgrade-0.7.4-0.7.5.php{...}SQLSTATE[42S01]

CAUSE

This is a known bug in Magento that makes it incompatible with some servers.

SOLUTION

If you're the server administrator, deactivate Magento using the Applications > Access Control administration tool. It is worth submitting a bug report to Magento to aid in finding a solution.

Gallery 3: Blank screen

CAUSE

The Zend Guard extension under PHP 5.3 causes Gallery 3 to produce only a blank screen. More information: http://forums.zend.com/viewtopic.php?f=57&t=11953

SOLUTION

If you're the server administrator, deactivate Gallery 3.x using the Applications > Access Control administration tool.

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