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glfusion:trouble_shooting

General Troubleshooting Guidelines

If there is an issue with your glFusion site, you should receive an error message or feedback to help indicate the problem. Below are many common issues we've seen reported in the forums and through feedback and possible solutions.

There has been an error in building this page. Please try again later

If you receive the following error:

  There has been an error in building this page. Please try again later

This is a general error message that is displayed when glFusion encounters an error. Below is a checklist to help diagnose the issue:

  1. Check the site error.log file - this is located in the private/logs/ directory. Many times there will be a detailed error message logged here to help diagnose and resolve the issue.
  2. Check the web server's error log - all web server's have an error_log file where error messages are logged. If you are on a shared hosting service, the error_log file may be located in each of the glFusion directories. Other sites may have a centralized error_log file for the server. If you are on a shared hosting service, check the Control Panel for an option to view the error log. You may need to contact your hosting provider's technical support to gain access to the web server's error_log.

If neither of the steps above help identify the issue, you can enable the Root Debug option in the glFusion configuration.

PHP Error

If you receive a message similar to this:

  Parse error: parse error in /path/to/your/siteconfig.php on line 20

A parse error usually hints at a typo you've made. Check the file at the given line (the actual error may be in the line preceding the one mentioned in the error message).

Common problems are:

  • not enclosing paths in single quotes properly
  • missing semicolon at the end of the line
  • using single quotes within a string (you need to write Joe's Site as Joe\'s Site, escaping the extra quote)

Unable to connect to database

This error indicates a problem with one of the following:

  • The username / password entered for the MySQL database is incorrect
  • The name of the MySQL database entered is incorrect
  • The host name for the MySQL database is incorrect

Please validate the following information that you provided:

  • Database Host name - this should be provided by your hosting provider or system administration. Generally this value is localhost
  • Database Name - You should have created a database (or use an existing one) prior to installing glFusion. This is the name of the database you wish glFusion to use.
  • Database Username - The username that is used to log into the database
  • Database Password - The password that is used to log into the database

If you are unsure about any of these settings, please reach out to your hosting provider or system administrator.

Access Error - Error 403

When I try to login to www.yoursitehre.com I get this login error:

Error 403

We're sorry, but we could not fulfill your request for /admin/ on this server.
You do not have permission to access this server. Data may not be posted from offsite forms.
Your technical support key is: 43a0-43d8-cd36-1abb

If the problem persists, please contact user at yourdomain.com and be sure to provide the technical 
support key shown above.

The error tells us the referrer is invalid. This typically happens when there is a mismatch between the site_url configured for the site and the url you use to access the site.

For example:

When you installed glFusion, you used http://www.yousitehere.com as the URL. Notice the www in URL.

But, when going to your site, you just type yoursitehere.com - notice the missing www.

So the login referrer URL is http://yoursitehere.com/, glFusion checks to see if that URL matches what is configured, and it doesn't match, so you get the error.

Try accessing the site using the same URL you configured when you installed the site (i.e.; http://www.yoursitehere.com).

You can setup a redirect to force anyone referencing yoursitehere.com to www.yoursitehere.com (we do this here at glFusion DOT org).

For the Apache Web Server - you can enter the following in your .htaccess file:

RewriteEngine on
RewriteCond %{HTTP_HOST} ^www\.(.*)$ [NC]
RewriteRule ^(.*)$ http://%1/$1 [R=301,L]

Be sure and check that you can still access your site after making the change. A typo, or depending on the server configuration, the above code might not work. The best recommendation is to work with your site hosting provider's technical support to ensure proper rewrite rules for your specific environment.

Root Debug

Root debug is a setting that will display very detailed error messages when a problem is encountered. Generally, you want to have rootdebug disabled on production sites because the detailed error messages will contain information on paths and possibly user ids and passwords.

If you encounter the An error has occurred message and there are no details in the glFusion error.log or web server's error_log, enabling root debug will provide the details necessary to identify and diagnose the issue.

Enabling Root Debug

The rootdebug setting is controlled via the Online Configuration page in Command & Control. Navigate to Command & Control → Configuration → Miscellaneous → Debug tab. Change Enable Root Debug to True.

If you site is completely unavailable (down) and you cannot change the setting via the Online Configuration, you can use fusionrescue to enable the setting. Run fusionrescue, enter the DB password to log in, under Configuration change rootdebug to True and save.

Remember to turn Root Debug off once you have diagnosed the current issue

Support

glFusion has a dedicated website to provide support and updates at https://www.glfusion.org. There are online forums to discuss installation and usage issues, and there is an active user community to help provide support.

Please do not email the developers directly for support. If you are having a problem, it is better to use the forums as someone else may be able to respond much faster than we can.

If you post a question or a problem, the more information you can provide the better. We'll need to know things such as:

  • What version of glFusion are you running?
  • What were you trying to accomplish?
  • What did you expect to happen?
  • What did happen?
  • List any error messages from glFusion’s error.log file (located at path/to/glfusion_private_dir/logs/) and / or the web server’s error log file (check with your hosting provider for the location of this log).

Before you ask a question, it is always a good idea to search the site first. If you don't find the answer, then please post your problem in the forum and we'll help you figure it out.

glfusion/trouble_shooting.txt · Last modified: 2017/03/10 10:12 (external edit)

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