Frequently Asked Questions
A list of common issues and questions along with appropriate resolution steps. If you don't find an answer to your question here, please open a ticket with us.
General Issues
SupportPal periodically results in a redirect loop which stops after clearing cookies.
Description | |
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Possible Cause | mod_security is running on your server and falsely detecting the AES encrypted SupportPal session cookie as a threat |
Resolution |
The rules used in mod_security are very generic in nature, this can subsequently lead to false positives. In versions prior to RC1 of CRS 3.0, the redirect is default behaviour when a rule has been violated. From CRS 3.0 RC1 onwards the default behaviour was changed to a 403 Forbidden status specifically because it was causing redirect loops. The mod_security team are also aware of cookies causing false positives and are looking for a a fix. We recommend that you upgrade to the latest version of CRS 3.0 and if you're still experiencing issues implement exceptions. For example, the below exception will bypass a given rule if a cookie named "supportpal" is present:
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All of my pages are generating 404 error pages.
Description | |
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Possible Cause | URL redirection is most likely not working. |
Resolution |
All installations ship with a If you're using Apache web server and your
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I keep getting a blank page. How do I fix it?
Description | |
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Possible Cause | A blank page typically means that your server does not meet the System Requirements. |
Resolution |
Firstly, please ensure that your server meets all of the system requirements - in particular file permissions. If the error persists, please consult the error log in storage/logs/. If you're unable to find the error message here, for example the file is empty, the error may have been written to your web server's error log typically /var/log on Unix. Alternatively, you may also consider enabling debug mode in
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What does "Whoops! Something went wrong." mean?
Description | |
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Possible Cause | The message signifies that an unexpected error has occurred, it only appears while the application is running in production. It is used to prevent complex unexpected errors from being displayed to the user. |
Resolution | Please consult storage/logs/ for the actual error message. |
Installation Issues
The installer is unavailable with 502 Bad Gateway: upstream sent too big header while reading response header
Description | |
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Symptoms |
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Cause | A request cannot be processed by the proxy server because of insufficient buffer size. |
Resolution |
Plesk
If using Plesk, see: https://support.plesk.com/hc/en-us/articles/214028909-Websites-are-unavailable-with-502-Bad-Gateway-upstream-sent-too-big-header-while-reading-response-header
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How do I remove 'disabled_functions'?
Environment | Description |
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cPanel (WHM access) |
If you manage your own cPanel installation and have WHM access:
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cPanel (Shared Hosting) | Please ask your web hosting provider to remove the functions. |
A blank page is displayed when loading SupportPal
Description | |
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Possible Cause | Ioncube Loaders aren't working |
Resolution | Please ensure you have IonCube loaders installed and functioning on your server. |
500 Error - Internal Server Page shows
Possible Cause | Resolution |
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There's a problem with your htaccess file. | Try renaming your .htaccess to htaccess (remove the dot), then browse to the root of your installation directory. For example: http://supportpal.com/support/ |
Incorrect file permissions. | Please ensure you have the correct permissions on all files (typically 644) and folders (typically 755). Also ensure that the /bootstrap/cache , /config and /storage folders (and recursive directories below) are writeable by the web server. |
Ioncube Loader v4.7.5 | There are known issues with Ioncube Loader v4.7.5 (shipped with cPanel). Please upgrade to the latest Ioncube Loader version and restart your web server. |
I'm using windows and IIS web server. How do I fix the requirements page saying directories are not writable?
Description | |
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Possible Cause | The web server does not have appropriate permissions to write to the directories. |
Resolution |
Ensure each of the below users have full permission to each of the directories specified in the system requirements:
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Login/Logout Issues
I keep getting logged out and shown the "Taking a break" page.
Possible Cause | Resolution |
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Your php.ini file is syntactically invalid. | Please ensure the post_max_size and upload_max_filesize items contain valid values. |
'Remember me' | By default, sessions last for 1 hour. We recommend to check the 'Remember me' box when logging in to prevent your session from being cut short. |
Logged in from another device. | Users are only permitted one active session, if you login from another device then it will log you out from other devices. |
If you don't force all connections to use the same domain e.g. https://www.supportpal.com/ then you will get separate session cookies for www.supportpal.com and supportpal.com so logging into one will log you out of the other |
Set your SupportPal installation domain in /config/production/session.php :
/config/production/session.php
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If you're running SupportPal from a subdirectory, the cookie may be clashing with other software running on the same domain. |
Set the subdirectory in config/production/session.php :
/config/production/session.php
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The 'file' session driver is sometimes unreliable. | For better performance and reliability, we recommend switching to the Redis session driver, see Changing File Storage Path |
File Uploads
How to debug file upload problems
Description | |
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Possible Cause | Your php.ini is misconfigured, or php does not have read / write permissions to the temporary uploads directory. |
Resolution |
Login to operator and browse to Utilities > PHP Information, then check the below settings:
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Failed to import email that contains large attachments or embedded images
Description | |
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Possible Cause | Your configured PHP or MySQL resource allocation is too small. |
Resolution |
PHP
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Changing Functionality
iFrames are being removed. How do I fix this?
Description | |
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Cause | This is a security feature to prevent cross-site scripting (XSS) attacks. |
Resolution |
By default we whitelist a number of domains that are permitted to use iframe . Follow the below steps to add your domain to the whitelist:
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