Lagom WHMCS Client Theme Documentation
Docs v2.x
/ /website-builder/ /leased-bundle/ /extensions/ /module-integration/ /order-form/

# Common Problems

This article describes common problems that may occur when installing, updating, or using Lagom WHMCS Client Theme (opens new window).

Use the sections below to find the issue that matches your case and follow the suggested steps.

# Installation & Update

When installing or updating the Lagom WHMCS Client Theme, the wizard may display various messages depending on the issues encountered. Refer to the information below for additional details on these messages.

# Update/installation freezes or fails

During an update of the Lagom WHMCS Client Theme, the process may freeze or fail. This could be caused by your server's PHP handler settings. PHP handlers, such as suPHP and LSAPI, control how PHP scripts are executed on your server. Certain handlers, like suPHP, may need additional configurations (e.g., enabling PHP-FPM) to handle resource-intensive tasks such as updates.

# What Can You Do?
  • Check with your hosting provider or server settings (e.g., cPanel) to identify if you're using suPHP or LSAPI.
  • If using suPHP, ensure PHP-FPM is enabled to enhance performance.
  • Consider switching to LSAPI, which is faster and more efficient.

After making adjustments, attempt the update again. If you need assistance, contact your hosting provider or server administrator.

# Version mismatch detected

Full error message: Version mismatch detected

This error cannot be skipped and indicates that the versions of the template and addon folder on your server are not compatible. This typically occurs when not all required files have been uploaded, leaving some files from an older version of our software. To proceed with the installation, both components must be updated to the same version:

  1. Reupload all folders and files from the php81+ folder to your server.
  2. Ensure the upload process completes successfully without any errors.

After completing these steps, return to the update/installation process and try again.

# WHMCS version x.x.x is required

Full warning message: WHMCS version x.x.x is required. Your current version is x.x.x. Please update to proceed.

This error indicates an incompatible WHMCS version with the Lagom WHMCS Client Theme version you are trying to install. Check our Changelog (opens new window) to identify the required WHMCS version for the Lagom WHMCS Client Theme you wish to install or update.

While this step can be skipped, please note that we do not provide support for installations with compatibility issues. Skipping this step may result in theme malfunctions or other problems. To ensure proper functionality and avoid potential issues, it is important to install the correct software version.

# PHP version x.x or higher is required

Full warning message: PHP version x.x or higher is required. Your current version is x.x. Please update to proceed.

This error indicates an incompatible PHP version with the Lagom WHMCS Client Theme. Refer to our Product Requirements article to confirm the PHP version required for the theme.

While this step can be skipped, please note that we do not provide support for installations using incompatible PHP versions. Skipping this requirement may result in theme malfunctions or other issues. To ensure the theme functions correctly, it is crucial to use the required PHP version.

# IonCube Loader version x.x.x or higher is required

Full warning message: IonCube Loader version x.x.x or higher is required. Your current version is x.x.x. Please update to proceed.

This error indicates an incompatible IonCube Loader version with the Lagom WHMCS Client Theme. Refer to our Product Requirements article to confirm the required version of IonCube Loader for the theme.

While this step can be skipped, please note that we do not provide support for installations using incompatible IonCube Loader versions. Skipping this requirement may lead to theme malfunctions or other issues. To ensure proper functionality, it is essential to use the required IonCube Loader version.

# PHP Module "module_name" is missing

Full warning message: PHP Module "module_name" is missing. This module is required for proper functioning.

This error indicates that a required PHP module is missing, preventing the Lagom WHMCS Client Theme from functioning correctly. Please install the necessary dependencies to ensure proper operation.

Refer to our Product Requirements article to identify all required PHP modules. The most commonly needed modules include:

  • mbstring

While this step can be skipped, note that installations missing required PHP modules are not supported and may result in theme malfunctions or other issues. To avoid potential problems, it is essential to install the missing modules before proceeding.

# File cannot be decoded

Full warning message: The file Themes.php encoded as type [1/81] cannot be decoded by this version of the ionCube Loader.

This warning indicates that an outdated file on the server cannot be decoded by the newer version of the ionCube Loader. In this example, the file Themes.php is unnecessary and can be safely removed. This file likely originates from an older version of the Lagom WHMCS Client Theme and is now redundant.

Steps to resolve:

  1. Check the File Against the Lagom Package:

    • Verify if the file mentioned in the warning is part of the latest Lagom WHMCS Client Theme package.
      • If the file is not present in the package, you can delete it and confirm if the warning disappears.
      • If the file is present, refrain from deleting it and instead proceed to the next step.

  2. Contact Support:

    • If the file exists in the latest theme package or you are unsure, contact our support team.
    • Provide:
      • Steps you took before encountering the error.
      • A detailed description of the situation.
      • The exact warning message.

# Stuck on "Installing Addon Core"

Potential Issue: A 500 error may appear in the browser's developer tools under the Network tab. The error is often related to the following endpoint: /modules/addons/RSThemes/src/Api/adminApi.php?controller=installApi&method=installAddon

Cause: This issue is likely caused by a misconfiguration in your server, specifically related to database credentials.

Steps to resolve:

  1. Verify the database credentials in your WHMCS configuration file (configuration.php).
    • Ensure the database username, password, hostname, and database name are correct.
  2. Check the database user's permissions.
    • The database user must have full privileges for the WHMCS database.
  3. If the issue persists, inspect server logs (e.g., /var/log/apache2/error.log or /var/log/nginx/error.log) for more details on the error.

# Error 404 during installation/update

Full warning message: A server error occurred, but no detailed information about the error was found.

This error indicates that a server-side issue occurred during installation. Since the RS Themes addon cannot specifically identify the problem due to its nature, additional troubleshooting is required. The error may be caused by various factors depending on your server configuration.:

  • Review developer console when issue occurs to ensure if any error message can be found that might aid in idenifying source of issue.
  • Ensure that all Lagom WHMCS Client Theme files have been sucesfully uploaded according to our documentation here (opens new window)
  • Review your server logs including WAF / Mod Security / Firewall logs to ensure that no assets of Lagom WHMCS Client Theme are being blocked by your security configuration.

If your review confirms that the issue is related to your server’s security settings, you will need to add the Api folder to the exceptions in your WAF / ModSecurity / Firewall settings. Ideally, you should exclude the entire parent folder: /modules/addons/RSThemes.

# Your License Is Not Eligible for Version x.x.x

This error appears when installing or updating the Lagom WHMCS Client Theme. It means that the license key you entered does not have access to the selected product version.

Each license comes with an "Updates & Support" period. You can access all versions released during that period, but anything released after it requires a valid, active subscription. Learn more - Product Version Access Validation (opens new window).

This can happen if:

  • You have multiple licenses and used a key that does not cover the version.
  • You are trying to access a version released after your support period expired.

What Can You Do?

  1. Make sure you entered a license key that has access to the selected version.
  2. Log in to your RSStudio account (opens new window) to check your "Updates & Support" period.
  3. Compare the last paid invoice date with the release date listed in our Changelog (opens new window).
  4. If needed, renew your subscription or use a version available to your license.

After verifying the license, click Try Again to continue. If the issue persists, click Contact Us (opens new window) for support.

# Theme Addon

# I'm using an incompatible product version

Using an incompatible version of the Lagom WHMCS Client Theme with your WHMCS system can cause several issues in the client area or order process:

  • Pages may display "Ooops..." errors.
  • Theme elements may appear unstyled.
  • Other unpredictable issues may arise.
# What can I do:

If you have already installed an incompatible version of the Lagom WHMCS Client Theme, you have two options:

  1. Update or downgrade the Lagom WHMCS Client Theme to a version compatible with your WHMCS system by following the update documentation (opens new window).
  2. Update or downgrade your WHMCS installation to a version compatible with the Lagom WHMCS Client Theme by following the WHMCS update documentation (opens new window).

# The RS Themes addon is not visible in the WHMCS admin area

  1. Check if the steps described under the Installation - Activate Addon section have been performed successfully.
  2. Reupload the addon and theme files to ensure all product files have been correctly uploaded to your server.
  3. If the above steps do not resolve your issue, please contact our support team.

# The addon displays unstyled content

If the Lagom WHMCS Client Theme styles have not been uploaded correctly and you see an unformatted page in the addon or the WHMCS theme, check the WHMCS System URL in WHMCS General Settings. If you are using SSL, ensure the URL starts with https://.

# You cannot upload a logo to the branding addon section

Ensure "write" permission is enabled for the theme directory /templates/lagom/assets/img/logo, allowing images to be saved on your server.

# Can't open "Pages" tab

If you encounter an error when trying to access the "Pages" tab in the "RS Themes" addon, ensure the MBString PHP extension is installed on your server. This extension is listed as "Recommended" in the WHMCS System Requirements (opens new window).

# Color schemes do not load

If you see "black" blocks in the "style" list or colors fail to load when managing a specific Lagom Style, as shown below:

Ensure all "variable" files and folders have been copied from the "defaults" folder, as demonstrated in the example below:

# Client Area

# The Dashboard MarketConnect banner is not showing up

Ensure the WHMCS MarketConnect product is set up as described in the WHMCS documentation (opens new window).

# How to translate MarketConnect banners?

To translate the MarketConnect banner description, enable "Dynamic Field Translation" in "General Settings" and add translations to MarketConnect Product Groups. For more details, refer to the WHMCS documentation (opens new window).

# Ordering Process

# The complete order page is not styled

WHMCS loads some files from the first folder (alphabetically) in /templates/orderforms/, which may override the currently active theme.
Ensure that the Lagom template is the first folder in alphabetical order to load files correctly from the active WHMCS theme.

# Licensing

# Your server details do not match details saved on our licensing server

Our licensing server checks your server details daily. This error occurs if your license is assigned to a different server, often due to changes in server details such as domain, directory, or IP address.

# Steps To Resolve

  1. Reissue the License
    Reissuing updates the server details in our system, including the valid domain, IP address, and directory. Note that the error may still be visible for up to a day after reissuing due to the daily server checks.

  2. Verify Firewall Settings
    Ensure your server's firewall configuration is not blocking outgoing connections to our licensing server. Unrestricted access is necessary for license validation.

  3. Contact Support
    If the issue persists, contact our support team with a detailed description of the problem, error messages, and steps you've already tried.

Our support team is available to guide you through additional troubleshooting steps to quickly resolve your issue.

# Access into theme updates and support has expired or is expiring soon

Product updates and technical support require annual renewal. If your access has expired or is about to expire, here’s what you need to know and why it’s crucial to keep your product renewed and updated:

# What happens if you do not renew:
  1. You will no longer be able to download the latest product releases, which may include important updates, new features, and security patches.
  2. Support tickets related to this product will no longer be addressed, leaving you without assistance for any issues.
  3. Your product will remain active and fully functional, as Lagom licenses are lifetime licenses. However, outdated versions may lead to compatibility issues with newer WHMCS or server environments.
# Why renewals and updates are important:
  • Compatibility: WHMCS and server environments evolve frequently. Staying updated ensures your theme remains compatible with the latest versions of WHMCS, PHP, and other server requirements.
  • Security: Updates often include critical security fixes to protect your client area and sensitive data from vulnerabilities.
  • Features: Renewing your license gives you access to the latest features and improvements, helping you stay competitive and offer a better experience to your clients.
  • Support: Having access to technical support ensures prompt resolution of any issues or questions.
# What you can do
  1. Renew Your Access: Visit the Client Portal (opens new window) to renew your product updates and support access.
  2. Update to the Latest Version: After renewal, ensure your product is updated to the latest version to benefit from all the enhancements and fixes.

Keeping your product up-to-date ensures smooth operation, security, and access to the best features and support.

← Settings →