BU001
extraction failure: unable to extract [...]

FULL ERROR

ERROR BU001:
extraction failure: unable to extract `/home/USERNAME/public_html/app_mydomain-com_-My-blog_2021-01-01_01-01-01.tar.gz' to `/home/USERNAME/public_html' (`'):

DESCRIPTION

Installatron was unable to extract the backup archive into the location where you are trying to restore the backup.

SOLUTION

1. Check that your webhosting account hasn't run out of disk usage quota.

2. Check that the destination directory (the to location) is owned by USERNAME .

3. Check that the permissions that same directory are 755 or 777 .

4. If all the above look okay then go to My Backups in Installatron and download the backup that you are trying to restore;

(that will prompt you to download the backup to your home computer)

5. Once it has downloaded; create a new folder and move the downloaded archive into the new folder;

6. then double-click the archive to extract its contents.

What you're looking for here are;

Q1. did the archive download without error?
Q2. did the archive extract without error?

(If you're not sure what 1-3 mean or how to fix them then ask your webhosting provider. They'll know what they mean.)

BU002
There are no available backup locations [...]

FULL ERROR

ERROR BU002:
There are no available backup locations. Please add a location using the 'Edit' button of this installed application.

DESCRIPTION

There is no backup location selected for this application.

SOLUTION

• go to your My Applications tab in Installatron and edit that app; *

• scroll down to the Default Backup Location field;

• if there are backup locations available then [x] check one;

• scroll down to the bottom of the page and click [Save All] .

(* the names may be localized into your language)

If, on the other hand, there were no backup locations listed;

• instead, click the button that lets you add a new backup location;

• add a backup location (you can even add the FTP details of your own account);

• make that the [x] default backup location if it isn't automatically checked;

• click [Save All] .

The application should now be able to backup.

CP001
The request failed [...] at /usr/local/cpanel/Cpanel/MysqlFE.pm line [...]

FULL ERROR

ERROR CP001:
The request failed. (Error ID: [...]) Ask your hosting provider to research this error in cPanel & WHM’s main error log. at /usr/local/cpanel/Cpanel/MysqlFE.pm line [...].

DESCRIPTION

This was caused by a bug in a particular version of the cPanel/WHM webhosting control panel software.

SOLUTION

Pass this link on to your webhosting provider: https://support.cpanel.net/hc/en-us/articles/360056772334
Your provider will be able to fix it.

CP002
A fatal error or timeout occurred while processing this directive

FULL ERROR

ERROR CP002:
A fatal error or timeout occurred while processing this directive. [close]

Template::Exception:
[TYPE]=[undef]
[INFO]=[open(/etc/trueuserdomains): Permission denied at /usr/local/cpanel/Cpanel/Config/LoadUserDomains/Count.pm line [...].
]
[TEXT]=[]
at cpanel.pl line [...].
cpanel::cpanel::cptt_exectag("/usr/local/cpanel/whostmgr/docroot/templates/tq_RANDOM"..., 1) called at cpanel.pl line [...]
cpanel::cpanel::run_standard_mode() called at cpanel.pl line [...]
cpanel::cpanel::script("cpanel::cpanel", "/usr/local/cpanel/whostmgr/docroot/templates/tq_RANDOM"...) called at cpanel.pl line [...]

DESCRIPTION

This is caused by a known cPanel bug which was fixed in recent versions of cPanel. The issue number was #2205. Please ask your server administrator to double check they're using the latest cPanel version as their selected release channel.

SOLUTION

If the problem persists, ask your webhosting provider or server administrator to run this as root:

echo "fix_cpanel_trueuserdomains=yes" >> /usr/local/installatron/etc/settings.ini

That should provide a workaround for the problem.

CP003
Failed to save cache file “/var/cpanel/userhomes/cpanel/.cpanel/nvdata.cache”

FULL ERROR

ERROR CP003:
Failed to save cache file “/var/cpanel/userhomes/cpanel/.cpanel/nvdata.cache” because of an error: (XID [...])

DESCRIPTION

This was a cPanel/WHM bug introduced in v80.

SOLUTION

Run these commands from SSH (or Terminal from WHM) as the root user:

mkdir -vp /var/cpanel/userhomes/cpanel/.cpanel
chmod 700 /var/cpanel/userhomes/cpanel/.cpanel

DB001
Table '[...]' of database '[...]' is marked as crashed

DESCRIPTION

This means that the table TABLE-NAME in the database DATABASE-NAME is inaccessible and needs to be repaired before Installatron can operate on this application. It's possible that the website itself will continue to work fine until the damaged table is accessed.

SOLUTION

it can usually be fixed using a tool named phpMyAdmin which might be available from your webhosting control panel dashboard. You might also be able to access it directly by clicking the small database link at the bottom-center of that application's information on the My Applications tab in Installatron.

If you click phpMyAdmin it may load with the DATABASE-NAME database already selected or you may need to select it from the list of databases in the left sidebar (find the db named DATABASE-NAME and click it).

With the database table details loaded into the main content area, find the table named TABLE-NAME (from the error) and [x] check it.

Then under the list of tables is a dropdown box that says something like [With selected...] -- click that and find the option called something like repair . Click that.

And it will attempt to repair the table.

(Here's a video of the repair process which might be easier to follow: https://www.youtube.com/watch?v=BQCe4CfCN3k)

DB002
mysql database connection failed [...] [1045] Access denied for user [...]

FULL ERROR

ERROR DB002:
mysql database connection failed:
host = DB_HOSTNAME
database = DB_NAME
username = DB_USERNAME
password = DB_PASSWORD
prefix = [...]
errstr = Could not connect to `DB_HOSTNAME` using the username `DB_USERNAME` and password `DB_PASSWORD` ([...]) -- [1045] Access denied for user 'DB_USERNAME'@'DB_HOSTNAME' (using password: YES)

DESCRIPTION

Install
When you see this error during a failed install, either:

• You pre-created the DB_NAME/DB_USERNAME/DB_PASSWORD and there's something not quite right about their configuration.

• Or you allowed Installatron to automatically create and configure the database but the database wasn't available to use at the time Installatron tried to use it (this is a bug found in some webhosting control panel systems).

SOLUTION

Install
If you experienced this error during installation of a new application;

• and you manually created the database, try allowing Installatron to automatically create/configure the database and see if that works.

• and you allowed Installatron to automatically create and configure the database then this might be an example of a bug in some webhosting control panel systems where they will create a new database for Installatron to use for the new installation but the new database won't be fully configured on the server at the time Installatron attempts to use it. This is caused by some sort of race-condition that is out of our and your hands. But you should find that if you uninstall the failed application and try it again, maybe even twice more, that it will eventually work fine. (And if multiple attempts all produce the same error then you can try manually pre-creating a database, using the database wizard creation tool from your webhosting control panel, and give the details of that database to Installatron during the install process -- just be sure to give the database-user full privileges if you're asked.)

DB003
Successfully detected the source [...] but the information isn't working

FULL ERROR

ERROR DB003:
Successfully detected the source installed application's database information,
but the information isn't working. Please contact support for assistance.

DESCRIPTION

Either:

• The application whose database Installatron is trying to access is not working (ie. its website is not working).

• Or the server that the application is installed on is preventing Installatron from accessing the database server.

SOLUTION

Check The Website
Check the application's website in your web browser. If you expect the website to be working but you see a database error then that is probably the reason that Installatron can't access the application's database.

Potential causes of database errors are multitudinous, including the possibility that the MySQL database server is offline at the moment: nothing using a database will be working on your account while the database server is offline. If you have other websites, check them for similar errors. If it looks like the database server is offline then wait a few hours and reload your pages. If the error continues then ask your webhosting provider about the problem.

Check The Domain
If the website appears to be working fine then it's worth checking that your domain is pointing at this application's files (it's quite easy to be tricked into believing that the domain is directing at this application when it's really pointing somewhere else entirely). The simplest test is to create a file named test.php in the directory where the application's files are located and give the new file these contents:

<? echo 'yes, this domain is working'; ?>

And then load http://YOUR_APPLICATION'S_URL/test.php into your web browser. (Where YOUR_APPLICATION'S_URL should be replaced with the URL of your website.)

If you see yes, this domain is working printed into the browser window then the domain is pointing at this application's files. If instead you see some variation of 404 Not Found , or just Not Found , then that might mean that the domain is not pointing at this webhosting account. You should speak to your webhosting provider at this point.

The Server Is Blocking Installatron
If the website is working and the domain test was successful then unfortunately it seems likely that your server is blocking Installatron from accessing the application's database. You might be able to ask your webhosting provider to check the following:

• the server firewall should not be blocking 127.0.0.1 , the server's IP address, or your domain's IP address.

• if a WAF is used on the server they could check its logs for mention of deleteme and installatron .

• if disable_functions , open_basedir , or suhosin is used in your domain's PHP configuration they could try disabling them to see if that allows Installatron to complete the task.

Otherwise you might need to complete the task manually (without using Installatron). And please note that if the task involves moving/copying an application then you should always follow the application's instructions for moving that application because there are often important steps involved in moving particular applications.

Feel free to contact us if you have any questions about any of this.

DB004
A database query has failed. [...] Unable to read `[...].data'

FULL ERROR

ERROR DB004:
A database query has failed. Is the entered database information correct? Does the account have available disk space?

type = mysql
host = DATABASE-HOSTNAME
database = DATABASE-NAME
username = DATABASE-USER
password = DATABASE-PASSWORD

Technical information:
method = importFile
arguments = array (  0 => '[...].data',  1 => NULL,  2 => NULL,)

errstr = fopen([...].data): failed to open stream: No such file or directory
Unable to read `[...].data': File does not exist.',
    2 => NULL,
  ),

DESCRIPTION

This error means that Installatron wasn't able to create the .htRANDOM.data file at the PATH named in the error (the RANDOM path in the middle of .htRANDOM.data is literally a sequence of random characters).

SOLUTION

Here are some possible causes:

• Check the owner of the directory at the end of PATH named in the error. If that directory is not owned by your webhosting account then Installatron will not be allowed to write a file there.

• Check that the permissions of that same directory are 755 or 777 .

• Check that your webhosting account isn't 100% out of disk space.

• Go to the My Backups tab in Installatron and download that backup. Once it has finished downloading to your home computer then;

1. Create a new folder on your home computer;

2. Move the downloaded archive into the new folder;

3. Double-click on the downloaded archive to view its contents.

And now some questions:

Q1. Did the archive download without producing an error?
Q2. Did the archive extract without producing an error?

If there were no errors then '4' is not the cause.

(You should be able to check at least 2, 3, and 4 from your own login. Possibly '1' as well if you know what you're doing. Otherwise you'll need to ask your webhosting provider to check it for you.)

DB005
MySQL Barracuda format is not available

FULL ERROR

ERROR DB005:
MySQL Barracuda format is not available. Ask your server administrator to upgrade MySQL and try again, and give your provider this link for a detailed explanation.

DESCRIPTION

As of version 3.5 , Moodle requires the Barracuda SQL disk format. The Barracuda disk format is only standard on MySQL 5.6+ (or the MariaDB equivalent). Earlier versions of MySQL/MariaDB will default to the older Antelope release disk format.

You can read about it on the Moodle website here: Converting InnoDB tables to Barracuda

SOLUTION

This is not something that Installatron can automatically handle, unfortunately, so we recommend that if an administrator wants Moodle 3.5+ to be installable on their server then they should update MySQL to a version that defaults to Barracuda.

Here is a tip for ensuring that MySQL 5.6 databases default to the Barracuda disk format:

• It might be only only necessity to add/edit one line in my.cnf or my.ini :

innodb_file_format=Barracuda

..and restart mysql.

• All old dbs will continue to use the old Antelope format.

• All new dbs will use Barracuda.

• (We don't know if the same edit works for earlier versions of MySQL)

All of the above gets your server ready to work with Moodle 3.5 but it doesn't cover the situation where you have an existing Moodle that uses the older Antelope MySQL disk format and now you want to upgrade to 3.5 where it requires Barracuda. There are two options here:

1. Remain on the 3.4.x branch. I suspect a lot of people will do this because the Barracuda requirements are too difficult to deal with, and I expect that Moodle's developers will continue to support this branch for a good while yet (because a lot of people will continue to use it).

2. Update your existing database to Barracuda format. The steps to do this are described on the Moodle website. We definitely recommend extracting a full copy of the database using phpMyAdmin before you try changing its format.

Note that it's likely that everything described here can only be performed by the webhosting provider or server administrator.

DB006
You have reached your maximum allotment of databases

FULL ERROR

ERROR DB006:
Variations:
  You have reached your maximum allotment of databases.
  You have exceeded the maximum allowed databases.

DESCRIPTION

This error occurs when your webhosting account has used its full quota of databases. No more databases can be created.

SOLUTION

Uninstall apps that you no longer need (don't uninstall anything that you are still using!) or ask your webhosting provider about increasing your database quota.

DB007
mysql database connection failed: No such file or directory

FULL ERROR

ERROR DB007:
Variations:
  mysql database connection failed: No such file or directory.
  Unable to connect to Plesk MySQL database

DESCRIPTION

This error occurs when an important MySQL file has been accidentally deleted from the server, or moved, or is no longer up to date. This prevents Installatron from communicating with the MySQL server.

SOLUTION

(This problem can only be solved by the server administrator, so if that is not you then please pass them a link to this troubleshooting entry.)

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

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

(Note that both mysql and mysqli are included to provide for PHP <7 and >=7 cases, and allow for seamless swapping between them.)

On the other hand, if databases are not successfully created then that hints at a deeper problem that you'll need to dig into.

DF001
Unable to load `current/1234567890abcdefghij1234567890ab'

FULL ERROR

ERROR DF001:
Unable to load `current/1234567890abcdefghij1234567890ab' on behalf of '[...]'. Cannot find install by the ID `1234567890abcdefghij1234567890ab'. Looked at these locations:
 - /home/[...]/.appdata/current/1234567890abcdefghij1234567890ab

DESCRIPTION

This error can appear after a failed install or when an Installatron data file is deleted. Neither should produce this error so we're working on a long term fix.

SOLUTION

Does the file named in the error exist at this location:

~/.appdata/current/INSTALL_ID

(replace INSTALL_ID with the actual ID value from the error)
(note that . files & directories might be hidden until you set [x]show system files in your File Manager tool first)

A) the file exists

If that file exists then;

• delete that file;

• go back to Installatron and reload the page.

That should solve the error. You can then Import (Tutorials: Import) the website back into Installatron if you wish.

B) the file doesn't exist

If the file doesn't exist then;

• create that missing file;

• go back to Installatron and reload the page;

(you will see a similar but different error)

• now delete that file that you only just created;

• go back to Installatron and reload the page.

That should have solved the error. If it did then you can Import (Tutorials: Import) the website back into Installatron if you wish.

FS001
This update will require 1MB of available disk space to complete

FULL ERROR

ERROR FS001:
This update will require 1MB of available disk space to complete. Sufficient disk space is
currently not available.

For assistance or to add additional disk space, contact your web hosting administrator.

Technical error: Unable to write `PATH/deleteme.RANDOM.php'.

DESCRIPTION

This either means that your webhosting account is out of disk space or the directory named in the error (PATH) is not writable by Installatron.

SOLUTION

1. Check that your webhosting account is not out of (or very low on) disk space. If this is the case then you might be able to free up enough disk space for the task by deleting files that you don't need or uninstalling applications that you don't use (Don't delete or uninstall anything that you need!). You could also ask your webhosting provider about increasing your disk space quota.

2. Similarly, if your webhosting account has an inodes limit then check that your account hasn't used 100% of that quota. Inodes, if you're not familiar with the term, is just the count of files and directories in your account.

3. Next, check that the directory at the end of the PATH in the error has permissions of 755 or 777 .

4. Finally, check that the directory at the end of the PATH in the error is owned by your webhosting account. In other words, it should be owned by the same user as most of the files in your account. And the username is often shown in the second part of the PATH, though not always.

If you're not sure how to check or fix any of those then speak to your webhosting provider; they'll know what they mean.

FS002
Disk quota exceeded

FULL ERROR

ERROR FS002:
failed to open stream: Disk quota exceeded
Warning: mkdir(): Disk quota exceeded in /usr/local/installatron/lib/boot.php on line [...]
Warning: chown(): Disk quota exceeded in /usr/local/installatron/lib/boot.php on line [...]
gzip: stdout: Disk quota exceeded
Could not write “PATH”: Disk quota exceeded

DESCRIPTION

This error will appear any time Installatron tries to perform an operating but the operating system notices that your webhosting account has run out of disk space.

SOLUTION

You might be able to free up enough disk space for the task by deleting files that you don't need or uninstalling applications that you don't use (Don't delete or uninstall anything that you need!). You could also ask your webhosting provider about increasing your disk space quota.

FS003
Compression failed

FULL ERROR

ERROR FS003:
Compression failed.

Technical error: [3] false

DESCRIPTION

See BU001 and FS002.

FS004
Destination configuration file failed to update with new values

FULL ERROR

ERROR FS004:
Destination configuration file failed to update with new values.

Files: array (
  0 => '[...]',
)

Expression: array (
	[...]

DESCRIPTION

This error means that your server is using an old version of Installatron.

SOLUTION

Ask your webhosting provider or server administrator to update Installatron to the latest version by running this as the root user:

/usr/local/installatron/repair -f --release --quick

FS005
Unable to detect the source installed application's database information

FULL ERROR

ERROR FS005:
Unable to detect the source installed application's database information. Please contact support for assistance.

DESCRIPTION

Import / Migration
This error means that Installatron could not find an instance of the selected application at the location entered.

Existing Application
This error means that Installatron can no longer find the application's main configuration file, suggesting that the app's files have been deleted.

SOLUTION

Import
Check the URL and Directory values and try again. And be aware that Installatron can only import a working website so if the website is broken it won't import.

Migration
If you're sure that the source website is working fine (it won't import/migrate if the website isn't working) then the usual cause of this error is the Path value. Read this page about the Path value for details on how solve the problem.

Existing Application
Is the website still working fine? If it's not working then that might be a hint that there's something wrong with the app's files, and that problem might need to be resolved before Installatron can operate on the site again.

If the website is working fine then the question to resolve is: why can't Installatron find the application's main configuration file? You might need to contact us to dig into the problem.

FTP001
Error: Connection Failed

FULL ERROR

ERROR FTP001:
Error: Connection Failed

DESCRIPTION

The remote FTP server has rejected the connection when Installatron has attempted to connect to a remote FTP location.

SOLUTION

Check that the FTP values you gave Installatron are correct. If you can test them in another FTP utility (eg. Filezilla) then that's worth doing as a test.

If you're sure that the values are correct and you can FTP login through another tool then it means the FTP server is actively blocking Installatron. Installatron is making the connection from the server that Installatron is installed on (usually the same server as your domain, or from here on installatron.com if you're using Installatron Remote). You can try the different FTP protocols to see if one of them is allowed but if none of them work you'll need to ask your webhosting provider to check their FTP logs in order to find why the connections are being rejected.

HTTP302
FAILURE [http code=302]

FULL ERROR

ERROR HTTP302:
2021-01-01 01:01:01.000001 FAILURE [http code=302] URL [3; CURL_LIBRARY] @IP2(IP1)

DESCRIPTION

The 302 HTTP error means just Found though in this context it is always involved in a URL redirection. In other words, the URL in the error is either not the original URL that Installatron called, or it is the URL that Installatron called but the redirection didn't work.

Domain/URL redirections are set up by you, either through the domain tools in your webhosting control panel or through the use of files named .htaccess (which might be hidden by your File Manager tool until you check [x]show system files in settings).

And this is an unusual error to see. URL forwarding is both common and expected to work in all cases.

SOLUTION

If you're not comfortable examining the files of your webhosting account then ask your webhosting provider to go through the above list with you. They should be able to find which is causing the 403 in your case.

But if you are comfortable handling files then;

Installatron Update
Our first guess is that your server is using an old version of Installatron and that if your webhosting provider updates to the latest version then this error might go away. Your webhosting provider can update to the latest version by running this as root:

/usr/local/installatron/repair -f --release --quick

.htaccess
If you continue to see the error after an Installatron update then try these steps:

1. look for a file named .htaccess in the application's main directory (note that . files & directories might be hidden until you set [x]show system files in your File Manager tool first);

2. rename that file to .htaccess.x to disable it;

3. look in the directory above for the same file and rename it too if it exists.

4. continue looking in the directory above until you reach your account's home directory and stop there;

5. now try that task in Installatron again:

If one or more of those .htaccess files was causing the problem then the task will work this time.

6. and be sure to finish this test by renaming all the .htaccess.x files back to .htaccess .

If the task still failed with the same [http code=403] error then the .htaccess files are not involved.

But if the task did work then you can open a new ticket with us, include the contents of those .htaccess files that you renamed in the test, and we'll see if we can spot which line(s) is causing the problem.

PHPInfo
You can see your full PHP configuration by creating a file named phpinfo.php in the main directory of the application that is producing the error, and give the new file this content:

<? phpinfo(); ?>

You will then be able to see your PHP configuration here:

URL/phpinfo.php

(Where URL is the website location where the application is installed.)

Once you've created that and have it working you can contact us with a) the URL to the phpinfo.php page, and b) the type and version of database server used on your account. You can ask your webhosting provider for assistance with either if you have difficulties.

HTTP403
FAILURE [http code=403]

FULL ERROR

ERROR HTTP403:
2021-01-01 01:01:01.000001 FAILURE [http code=403] URL [3; CURL_LIBRARY] @IP2(IP1)

DESCRIPTION

The 403 HTTP error means Forbidden and it means that the server didn't allow Installatron's to call the URL in the error. This can occur for a various reasons, including:

• There are no files in the directory or at the URL being called.

• The domain is not pointing to the webhosting account where Installatron is being used.

• A .htaccess file is explicitly blocking access to that URL.

• You have added a login wrapper around your domain or website and Installatron is not able to access anything inside the login.

• Your server's firewall has banned 127.0.0.1 or your domain's own IP address.

Any of those would produce a 403 error. The last item is something that only your webhosting provider can check/fix while the others are all within your control.

SOLUTION

If you're not comfortable examining the files of your webhosting account then ask your webhosting provider to go through the above list with you. They should be able to find which is causing the 403 in your case.

But if you are comfortable handling files then;

• Check that there are files in the application's directory.

• Check that your domain is pointing to your webhosting account, and if the domain's DNS values were changed within the last 24 hours then you may just need to wait for the changes to fully propagate (which can take up to 24 hours).

• Check if you have a login wrapper on your website by using a different browser to access your website or asking a friend/family member to try accessing the site for you: if you or they see a popup request for a username and password then yes, a login wrapper is the cause and will need to be disabled any time Installatron is needed to make changes to the website.

• And you can ask your webhosting provider if 127.0.0.1 or your domain's own IP address are banned by the server's firewall.

• But before you ask your provider about the firewall you can try this test to rule out .htaccess files causing the problem:

1. look for a file named .htaccess in the application's main directory (note that . files & directories might be hidden until you set [x]show system files in your File Manager tool first);

2. rename that file to .htaccess.x to disable it;

3. look in the directory above for the same file and rename it too if it exists.

4. continue looking in the directory above until you reach your account's home directory and stop there;

5. now try that task in Installatron again:

If one or more of those .htaccess files was causing the problem then the task will work this time.

6. and be sure to finish this test by renaming all the .htaccess.x files back to .htaccess .

If the task still failed with the same [http code=403] error then the .htaccess files are not involved.

But if the task did work then you can open a new ticket with us, include the contents of those .htaccess files that you renamed in the test, and we'll see if we can spot which line(s) is causing the problem.

HTTP404
FAILURE [http code=404]

FULL ERROR

ERROR HTTP404:
2021-01-01 01:01:01.000001 FAILURE [http code=404] URL [3; CURL_LIBRARY] @IP2(IP1)

DESCRIPTION

The 404 HTTP error means Not Found and it means that the server didn't find the file that Installatron requested. This can occur for a various reasons, including:

• There are no files in the directory or at the URL being called.

• The domain is not pointing to the webhosting account where Installatron is being used.

• The domain's SSL certificate has expired.

Any of those would produce a 404 error and there are probably other causes too. None of these causes typically require assistance from your webhosting provider, they are all within your control.

SOLUTION

If you're not comfortable examining the files of your webhosting account then ask your webhosting provider to go through the above list with you. They should be able to find which is causing the 403 in your case.

But if you are comfortable handling files then;

• Check that there are files in the application's directory.

• Check that your domain is pointing to your webhosting account, and if the domain's DNS values were changed within the last 24 hours then you may just need to wait for the changes to fully propagate (which can take up to 24 hours).

• If you believe that your domain should have an active SSL certificate (and therefore your website has an https:// URL as apposed to an http:// URL) then check that the domain is still valid. If it's not valid then you can either renew the SSL cert or:

1. go to My Applications in Installatron and edit that app;

2. click the Advanced tab;

3. change the LocationURL value to use the http:// version of your website's URL;

4. scroll to the bottom of the page and click [Save All] .

HTTP500
FAILURE [http code=500]

FULL ERROR

ERROR HTTP500:
2021-01-01 01:01:01.000001 FAILURE [http code=500] URL [3; CURL_LIBRARY] @IP2(IP1)

DESCRIPTION

A 500 error means Internal Server Error and its essentially the web equivalent of a crash. You might find the cause of it in your domain's HTTP error log.

• There are no files in the directory or at the URL being called.

• The domain is not pointing to the webhosting account where Installatron is being used.

• The domain's SSL certificate has expired.

Any of those would produce a 404 error and there are probably other causes too. None of these causes typically require assistance from your webhosting provider, they are all within your control.

SOLUTION

If you're not comfortable examining the files of your webhosting account then ask your webhosting provider to go through the above list with you. They should be able to find which is causing the 403 in your case.

But if you are comfortable handling files then;

Error Logs
Start by checking your domain's HTTP error log. Where do you find that log? Login to your webhosting control panel and search for Errors and logs . It'll be under one of those.

If you find a tool named Errors then click that and it'll show you the errors from all your domains combined. Do a search for URL in the error and hopefully it'll explain why the error occurred.

On the other hand, if you don't find Errors but you do find logs then click that and it'll show separate logs for each of your domains. Click the errors log for the domain in the URL in the error. Then search it for the full URL .

PHPInfo
If you don't find the answer in your domain's error log then the next most likely cause of a 500 error is an incompatibility between the selected version of the application and your server/account's configuration. You can see your full PHP configuration by creating a file named phpinfo.php in the main directory of the application that is producing the error, and give the new file this content:

<? phpinfo(); ?>

You will then be able to see your PHP configuration here:

URL/phpinfo.php

(Where URL is the website location where the application is installed.)

Once you've created that and have it working you can contact us with a) the URL to the phpinfo.php page, and b) the type and version of database server used on your account. You can ask your webhosting provider for assistance with either if you have difficulties.

HTTP503
FAILURE [http code=503]

FULL ERROR

ERROR HTTP503:
2021-01-01 01:01:01.000001 FAILURE [http code=503] URL [3; CURL_LIBRARY] Error: An error occurred while executing the application API.

DESCRIPTION

A 503 error means Service Unavailable and it usually means either:

• You just changed your PHP version, in which case you will see this 503 error until the server finishes processing the change which can take a few minutes.

• The server is in maintenance mode . This is a mode that the server administrator can put the server in and you won't be able to access any of your websites until maintenance mode is disengaged.

• The server was experiencing too many connection attempts at that moment and wasn't able to process Installatron's HTTP call.

• Server time limits have also been known to cause this error on rare occasions.

SOLUTION

• If you recently changed your PHP version then wait a few minutes and try again. If you see the same error then this probably wasn't the cause.

• Load the URL of your website (the one in the error) into a web browser: if you see a Maintenance message then the server is in maintenance mode and you won't be able to do anything with your websites until maintenance mode is disengaged. Try it again in a few hours and if the same message is still there then ask your webhosting provider about it.

• If you try the same task once or twice more, with Installatron, and all attempts continue to fail with the same error then it's probably more caused by the server load (because server load problems are usually intermittent). You could try it again in a few hours, just to double-check, and if it still gives the same error then it's definitely not caused by server load.

• Increasing one more of these server time limits has been known to fix 503 errors, though we don't understand why (there should not be a relationship between time limits and service unavailable):

max_execution_time = 360
default_socket_timeout = 360
request_terminate_timeout = 0 (php-fpm only)

(If you're not sure what any of these mean then we recommend asking your webhosting provider. They'll be well placed to check on the cause of 503 errors.)

HTTP507
FAILURE [http code=507]

FULL ERROR

ERROR HTTP507:

DESCRIPTION

This error code means that your Dropbox quota is exceeded.

SOLUTION

Check your Dropbox usage and try again when you have storage available.

IR001
This email address is too short or contains invalid characters

FULL ERROR

ERROR IR001:
An error has occurred. Your change was not saved. Please check the highlighted settings and try again.

! This email address is too short or contains invalid characters.

DESCRIPTION

This is a bug in the current build of Installatron Remote.

SOLUTION

The workaround is to create an installatron.com account at https://installatron.com/login, then log into that new account, and now you will be able to use Installatron Remote without experiencing that error.

LIC001
No VPS detected

FULL ERROR

ERROR LIC001:
No VPS detected

The license allocated to this server is designated as VPS-only. Unfortunately, we were unable to verify
this server as a VPS. All major virtualization software is supported, including OpenVZ, VMware, Xen, and others.

DESCRIPTION

Either:

• Your server does not have pciutils installed.

• Or your server's VPS system is not recognised by Installatron.

SOLUTION

(This problem can only be solved by the server administrator, so if that is not you then please pass them a link to this troubleshooting entry.)

First try this:

yum -y install pciutils
rm -f /usr/local/installatron/etc/license.key

Or for Ubuntu:

apt-get install -y pciutils
rm -f /usr/local/installatron/etc/license.key

If that fails to solve the problem then please create a new ticket with the output of these commands:

ls -al /proc
cat /proc/self/status
cat /proc/cpuinfo
lspci
dmidecode
dmesg

And then in a reply to that same ticket, post the output of these commands:

df -h
whereis lspci
which lspci
/usr/sbin/lspci
cat /proc/1/environ
cat /proc/self/status
cat /proc/self/environ

(it will need two separate posts to get around the posting size limit here)

We should be able to add support for this VPS system from those collective outputs.

LIC002
Unable to connect to any licensing server

DESCRIPTION

Your server's firewall is preventing access to Installatron's servers.

SOLUTION

Firewall configurations that whitelist addresses must allow outgoing port 80 connections to these addresses:

dal01.installatron.com (North America - Dallas)
dal02.installatron.com (North America - Dallas)

Based on a server's geographic location, or for added redundancy, additionally allowing connections to these addresses is recommended. When multiple addresses are available the closest geographically will always be tried first.

nue01.installatron.com (Europe - Nuremberg)
phx01.installatron.com (North America - Phoenix)
syd01.installatron.com (Oceania - Sydney)

It's also possible to create an internal mirror for your company: How do I create an Installatron Fast Update server?

MA001
Website not found

FULL ERROR

ERROR MA001:
Website not found. If the website was recently renamed or moved please edit the install to save the new location (Advanced tab).

DESCRIPTION

This error usually means that the domain's SSL certificate has expired, is not working, or has been removed from the domain.

SOLUTION

Check the status of your domain's SSL certificate, and speak to your webhosting provider or server administrator if you're not sure how to fix SSL certificate problems.

NF001
This message has been rejected because

FULL ERROR

ERROR NF001:
This message has been rejected because it has an overlength date field which can be used to subvert Microsoft mail programs

DESCRIPTION

Email notifications are bouncing with this error.

SOLUTION

Try going to Installatron administration > Email and switch the Sender field from "PHP" to "SMTP" and enter values of the server's SMTP service (which might be "mail.{YOUR_DOMAIN}") and an administration email address for that service.

PHP001
The selected version [...] is not compatible with the selected install location

FULL ERROR

ERROR PHP001:
The selected version [...] is not compatible with the selected install location.

Requirements:
[...]

DESCRIPTION

Your PHP configuration is either broken or does not support the version of the application you are attempting to install, update to, restore, or clone; it depends on what module or value is missing.

For example, if it says:

php-dom 1- (detected: OFF)

-then you have a broken PHP configuration (because the dom module is a core part of PHP--it can't be disabled). While if you see something like:

php 4.3.3-6.99 (detected: 7.2.33)
php-sodium 1- (detected: OFF)

-then to use this version of the selected application then you need to enable the sodium PHP module, but also lower your PHP version so that its in the range of PHP 4.3 to PHP 6.99 .

SOLUTION

If you see the php-dom 1- error then your PHP configuration is broken. If your webhosting control panel allows you to change your PHP version then you can possibly fix this by switching to another version*, otherwise you will need to contact your webhosting provider to ask them to either change your PHP version* or fix your current PHP version.

(* There are two things to note about changing PHP version: firstly, when you change your PHP version the whole PHP configuration will reset to the default values of that new version so any customizations you have will be reset, and secondly, all web applications and their versions are highly PHP-version-sensitive, meaning that they only work on specific versions of PHP. If it's an old version of the application then it won't work on modern versions of PHP and if you're using an old version of PHP then you won't be able to use new versions of the application. Installatron tries to check for compatibility but if the distance is too great then Installatron won't know about incompatibilities.)

A requirement error like php-memory-limit 40M tells you that the PHP parameter memory-limit requires a value of at least 40M (40 megabytes). This value, and others like it, can often be changed within your webhosting control panel but if you can't find a way to do it then ask your webhosting provider to increase it for you.

A requirement error like php-sodium 1- tells you that it requires the PHP sodium module. If your webhosting control panel allows you to customize your PHP configuration then you can possibly enable modules from there, otherwise you will need to contact your webhosting provider to ask them to add it for you.

A requirement error like php 7.2-7.3.11,7.3.13-7.4.99 tells you that this version of the application specifically requires a version of PHP between 7.2 and 7.3.11 or 7.3.13 and 7.4.99 . This hints at a couple of things: that there was something wrong with PHP 7.3.12 so don't use that version (this is just an example! there's nothing actually wrong with that version of PHP), and that it's not compatible with PHP 8 (which is the major version that comes after 7.4). Your only option here is to change your PHP version* or ask your webhosting provider to change your PHP version for you.

A requirement error like mysql 5.7.8- means that the version of MySQL used by your server is not compatible with this version of the application. This is different to the above errors in that it's something that only your webhosting provider can change, though they usually won't. So if you specifically need this version of this application then we recommend you ask your provider if they can update MySQL to a compatible version for you or move your webhosting account to a server that already has that version of MySQL. (And the same goes for an error involving mariadb which is another database system.)

PHP002
PHP for the selected domain has failed. [...] Error code: [...]

FULL ERROR

ERROR PHP002:
PHP for the selected domain has failed.

Installatron is unable to install to a domain where PHP is not working.

Your hosting provider can help you resolve this error.

Error code: ERROR_CODE; HTTP code: HTTP_CODE

DESCRIPTION

The ERROR_CODE and HTTP_CODE will often tell us what the problem is here:

• An ERROR_CODE of 1 means that Installatron's attempt to determine the PHP configuration of your domain crashed. If the HTTP_CODE is 200 then it probably means that your server uses a WAF that is blocking HTTP requests from localhost , while if the HTTP_CODE is 500 then it means the PHP check crashed.

• An ERROR_CODE of 2 means that PHP is either disabled or not working on your webhosting account or domain.

SOLUTION

• For an ERROR_CODE of 1 , ask your webhosting provider to look at the server's WAF logs and your domain's HTTP error logs. Hopefully one of those will explain why the PHP check is failing.

• For an ERROR_CODE of 2 , ask your webhosting provider to look into why PHP on your domain is not working.

REQ001
`/bin/ifconfig' does not exist

FULL ERROR

ERROR REQ001:
`/bin/ifconfig' does not exist.
`/sbin/ifconfig' does not exist.
`/usr/bin/ifconfig' does not exist.
`/usr/sbin/ifconfig' does not exist.
`/usr/local/bin/ifconfig' does not exist.
`/usr/local/sbin/ifconfig' does not exist.
Unable to locate a `ifconfig' executable.
`lspci' does not exist.

DESCRIPTION

Your server is missing net-tools .

SOLUTION

(This problem can only be solved by the server administrator, so if that is not you then please pass them a link to this troubleshooting entry.)

Run this as root:

yum -y install pciutils
yum -y install net-tools

Or this for a Ubuntu server:

apt-get install -y net-tools

REQ002
A database query has failed. [...] '0000-00-00 00:00:00'

FULL ERROR

ERROR REQ002:
A database query has failed. Is the entered database information correct? Does the account have available disk space? type = mysql host = localhost database = USER_jos1 username = USER_jos1 password = **HIDDEN** Technical information: method = query arguments = array ( 0 => 'INSERT INTO `jos_extensions` (`name`, `type`, `element`, `folder`, `client_id`, `enabled`, `access`, `protected`, `manifest_cache`, `params`, `custom_data`, `system_data`, `checked_out`, `checked_out_time`, `ordering`, `state`) VALUES (?, \'language\', ?, \'\', 0, 1, 1, 1, \'\', \'\', \'\', \'\', 0, \'0000-00-00 00:00:00\', 0, 0)', 1 => array ( 0 => 'es-ES', ), 2 => NULL,) errstr = MYSQL ERROR 1292: Incorrect datetime value: '0000-00-00 00:00:00' for column 'checked_out_time' at row 1INSERT INTO `jos_extensions` (`name`, `type`, `element`, `folder`, `client_id`, `enabled`, `access`, `protected`, `manifest_cache`, `params`, `custom_data`, `system_data`, `checked_out`, `checked_out_time`, `ordering`, `state`) VALUES ('es-ES', 'language', 'es-ES', , 0, 1, 1, 1, , , , '', 0, '0000-00-00 00:00:00', 0, 0)

DESCRIPTION

This error occurs when NO_ZERO_DATE and/or NO_ZERO_IN_DATE is set in your server's database sql_mode configuration.

SOLUTION

Ask your webhosting provider or server administrator to remove NO_ZERO_DATE and NO_ZERO_IN_DATE from the database server's sql_mode= configuration line.

Tip: the server administrator can see the current sql_mode configuration by running this as root:

mysql -e 'select @@GLOBAL.sql_mode;'

SDK001
Using $this when not in object context

FULL ERROR

ERROR SDK001:
PHP Fatal error:  Uncaught Error: Using $this when not in object context in /usr/local/installatron/etc/installercustomcode.php:[...]

DESCRIPTION

The format used by Administration » Customization code changed when Installatron added support for PHP 7. This error means that you are using Installatron on PHP 7 but the Customization code is using the older PHP-5-compatible format.

SOLUTION

The changes that you need to make to your customization code are minimal and you can find them described in the highlighted box at the top of Installatron Administration Documentation: Customization.

TO001
FAILURE [http code=0; timeout=15]

FULL ERROR

ERROR TO001:
A test of the selected domain has failed (HTTP error: 0).

Installatron is unable to install on a domain that is not resolving/loading to this web account.

If this is a new web hosting account, or if this is a newly registered domain, please allow up
to 24 hours for the domain to begin working (though usually within a few hours).

If you're sure that the domain is correctly loading to your web account, contact your web hosting administrator.

Technical Error: [1] Written file `PATH/deleteme.RANDOM.php' not accessible at `URL/deleteme.RANDOM.php'.
 2021-01-01 01:01:01.000001 FAILURE [http code=0; timeout=15] URL [3; CURL_LIBRARY] @IP2(IP1)*

DESCRIPTION

The http code=0 HTTP error means that Installatron failed to connect to the server for this HTTP call, and the timeout=15 shows how long Installatron waited.

This can sometimes occur when the internet glitches, or when the destination server is caught rebooting a vital service; it happens.

But if you see the same error more than once then it usually indicates a problem with the destination server's configuration.

SOLUTION

If your webhosting provider is not GoDaddy then we recommend waiting a little while and trying again. If you recieve the same error then ask your provider if they can see why Installatron is unable to connect to your domain's server.

However, if your webhosting provider is GoDaddy then this is a known problem and our understanding is that this is caused by a security tool that GoDaddy recently implemented. A member of GoDaddy's support staff resolved the problem thus:

"The tech I was chatting with said higher level support determined it was
being caused by a new security feature that was recently implemented."

We don't know the specifics but we recommend asking your webhosting provider to look into it.

And if your provider needs more information then we can tell you that it looks like one of these IP addresses is blacklisted by your server's firewall:

127.0.0.1
(your domain's IP address)
(the server's IP address)

They should not be blocked and should not be allowed to be blocked.

And if the support member you're speaking to can't find those IP in the firewall then here's a longer description of the problem:

• Installatron created a file like this: PATH/deleteme.RANDOM.php (the real path and filename are in the error)

• and then tried to call it over HTTP here: URL/deleteme.RANDOM.php (the real URL is in the error)

• using the server's CURL library: (see the CURL_LIBRARY in the error)

• and the connection attempt timed out after 15 seconds: [http code=0; timeout=15]

• and Installatron would have tried it 3 times using different methods.

• and Installatron located on the same server as your webhosting account.

• so this looks like a classic loopback ban where either 127.0.0.1, your domain's IP address, or the server's IP address is blacklisted by the server's firewall or a gateway somewhere.

And we strongly recommend that your provider stop this from happening. We've been seeing a lot of GoDaddy's users with this same error. GoDaddy should feel free to contact us here at https://installatron.com/tickets if they have any questions.

WHA001
The install directory `' does not exist

DESCRIPTION

Either:

• This application's domain has been removed from your webhosting account (in which case its files will have been deleted too).

• Or the domain is still part of your account but its SSL certificate has been removed (or perhaps expired).

SOLUTION

Whatever the cause, your best course of action is to remove the app from Installatron by;

• Go to My Applications in Installatron and edit that app;

• Go to the Advanced tab;

• Scroll to the bottom of the page and check the [x]remove this application from Installatron... option;

• Click [Save All] .

That will remove the app from Installatron (it will not touch the application's files or database, if either still exist).

Now, if the app's files still exist you can Import (https://installatron.com/docs/websiteowner#install) the application back into Installatron from its new location/URL.

On the other hand, if the application's domain is no longer part of your webhosting account and you believe that it should be then it would be worth speaking to your webhosting provider about the situation. They might be able to restore your webhosting account to a previous state, or they might be able to re-add the missing domain.

NOTE: If you or your provider needs to re-add the domain to your webhosting account; then if you have backups of that application, in the My Backups tab in Installatron, you can restore one of them using the ..to a new location option, and then choose the domain that was re-added. Don't restore a backup using the ..to its original location option when the destination domain has been re-added to the account.

WHA002
The install directory `PATH' does not exist

DESCRIPTION

The directory where Installatron believes the application's files are located (the last part of the PATH in the error) has been either;

• Deleted from your account. This could happen if you manually delete the application's directory, or if you convert a physical private_html directory into a symlink to the domain's public_html directory, or it might happen if you convert one type of domain (eg. addon domain ) into another type of domain (eg. main domain ).

• Or renamed. This could happen if you manually rename the application's directory, or if you edit the app's domain configuration (in your webhosting control panel) and change its docroot directory.

• Or moved. This could happen if you drag the application's directory into another directory via a File Manager or FTP tool. Any of the renaming methods could be considered a move as well.

SOLUTION

Whatever the cause, your best course of action is to remove the app from Installatron by;

• Go to My Applications in Installatron and edit that app;

• Go to the Advanced tab;

• Scroll to the bottom of the page and check the [x]remove this application from Installatron... option;

• Click [Save All] .

That will remove the app from Installatron (it will not touch the application's files or database, if either still exist).

Now, if you're able to restore the application's files back to their original location you can Import (https://installatron.com/docs/websiteowner#install) the application back into Installatron. Or if you intentionally moved the application's files then you can import the app back into Installatron from its new location using this same tool.

On the other hand, if you're not able to move/rename the app's files back to their original location then; if you have backups of that application, in the My Backups tab in Installatron, you can restore one of them using the ..to a new location option, and then choose the domain that was re-added. Don't restore a backup using the ..to its original location option when the destination domain has been re-added to the account.