Troubleshooting

Find your problem below and work through the steps in order. If it's still not solved, see Getting help.

Emails from the website don't arrive

This covers form notifications, password links, receipts and newsletters.

1. Check the spam or junk folder, and search your inbox for the website's name.
2. Go to System → Settings → Email and look at the Email log at the bottom. Find the email:
   • Failed: the reason is shown underneath. Fix it (often a wrong mailbox password), then send a test.
   • Sent via mail: your server sent it without a login, and inboxes often treat that as spam. Go to step 3.
   • Not in the log at all: the website never tried to send it. For a form, see "A form message doesn't arrive" below.
3. Turn on Send all website email through the mailbox below and fill in your mailbox details. See Settings to check on day one.
4. Click Send test and check that it arrives, also at a Gmail address.
5. Look at Inbox delivery checks on the same screen. Anything marked Fix or Check (SPF, DKIM, DMARC) must be added where your domain's DNS is managed. Changes can take up to an hour to show.

See Email designs and the email log for what each column means.

I can't sign in

• "Too many failed attempts. Please wait 15 minutes and try again." After 5 wrong passwords from one connection, or 10 for one username, sign-in pauses for 15 minutes. Wait, then try again, or use Forgot password?.
• Forgot your password: on the sign-in page, click Forgot password? and follow the email. The link works once, for one hour. If the email doesn't come, see the email section above, or ask an Administrator to click Email a password reset link on your user in System → Users.
• Lost the phone with your authenticator app: sign in with one of your recovery codes. If you don't have them, ask an Administrator to turn off your two-factor login in System → Users. See Turn on two-factor login.
• Signed out unexpectedly: you're signed out after 8 hours without activity. Sign in again.

A module turned itself off

If a module causes an error, PageShift's crash protection turns that module off so the rest of your site keeps working. You get an email titled "Module turned off: …" with the error.

1. Go to System → Modules. The module shows Turned off after an error, with the error and when it happened.
2. Install a fixed version of the module (upload its zip under Add or update a module), or open Earlier versions and roll back to the version that worked.
3. Click Activate.

If you don't have a fixed version, leave it off and send the error to support. Its data is kept. See Turn modules on and off.

Something looks wrong after an update

1. Go to System → Settings → Updates and click Run health check. It tests your home page, sign-in page and sitemap.
2. Click Run self-test for a deeper check of every page, the database, the server, backups and email.
3. Clear the cache in System → Settings → Performance (Clear cache now), then reload the page with Ctrl + F5.
4. Check System → Modules: a module may say "Version … is included with this CMS update". Update it with your password.
5. If something is still broken, roll back: under Versions you can roll back to, click Roll back next to the version before the update. Anything created since is exported to a download first, so nothing is lost.

See Backups and updates.

The website still shows an old version

1. Reload the page while skipping your browser's copy: Ctrl + F5 on Windows, Cmd + Shift + R on a Mac. Or open it in a private window.
2. Check that you published the change. A page saved as a draft isn't shown to visitors, and an open editor may have changes you haven't saved yet.
3. Go to System → Settings → Performance and click Clear cache now.
4. If your host has a CDN (for example Hostinger's CDN in hPanel), clear its cache too.

See Speed and the page cache.

A form message doesn't arrive

1. Go to Leads & Growth → Leads. Every message is saved there, even when the email fails. If it's there, the problem is the email: see the first section.
2. If it's not in Leads, open Leads → Spam. A message that breaks a spam rule (too many links, a blocked word, a throwaway email address) goes there, with the reason, and no email is sent.
3. Check who gets the email: the Lead Notification Email in System → Settings → General, unless the form has its own address in its settings in Forms.
4. Send a test message yourself, with a different message each time. Website forms accept only a few messages in a short time from one connection, to stop spam.

A picture is too large to upload

• "Images must be 15 MB or smaller." Make the picture smaller first. A photo straight from a phone or camera is usually far bigger than a website needs.
• "That image is too large to process (maximum 40 megapixels)." Resize it to, for example, 2400 pixels wide.
• "The file is larger than your server allows (…)." Your hosting has a lower upload limit. Raise upload_max_filesize and post_max_size in your hosting control panel (in Hostinger: hPanel → Advanced → PHP Configuration), or upload a smaller file.

A tracking code broke the website

Turn the snippet off in System → Code Snippets. If you can't reach the admin, your developer or host can add 'disable_snippets' => true, to app/config.php to stop all snippets at once. See Add tracking codes with Code Snippets.