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Troubleshooting

In this article:

Check logs

This is the most important step in finding out the problem. There are two main logs you need to check:

  • EspoCRM log;
  • Webserver error log.

EspoCRM log

EspoCRM log files are located in {ESPO_ROOT}/data/logs/ directory. Most errors are logger there.

Apache error log

For Ubuntu server, the apache error log is located at /var/log/apache2/error.log. The location of log files can be different on other systems.

Debug mode

In some cases it can be reasonable to enable debug mode for the logger. It will print more information into the log.

To enable debug mode for the loghger, edit the file data/config-internal.php (or data/config.php) and set the value of the logger.level parameter to DEBUG:

'logger' => [
    ...
    'level' => 'DEBUG',
]

Don't forget to revert the mode back (WARNING or ERROR) after the problem is solved.

Backtrace printing

Enablind trace printing will print a backtrace to the log for every thrown exception. Can be very useful for debuging occurred errors.

In data/config-internal.php (or data/config.php):

'logger' => [
    ...
    'printTrace' => true,
]

Check system requirements

At Admiistration > System Requirements. It's important that you have all required extensions installed.

Scheduled Jobs are not working

Problem #1: Your crontab is not configured

1. Login via SSH to your server.

2. Configure your crontab by following these steps.

Note: Crontab should be configured under web-server user, e.g. crontab -e -u www-data.

3. Wait for a while and check Scheduled Jobs to see if any jobs were executed (see a Log panel).

Problem #2. Crontab is configured, but Scheduled Jobs are not working

To make sure there are no errors when cron is running, try to run the cron command in a terminal:

1. Login via SSH to your server.

2. Go to the directory where EspoCRM is installed. E.g. for /var/www/html/espocrm directory the command is:

cd /var/www/html/espocrm

3. Run the crontab command:

php cron.php

Note: It's better to execute under web-server user. If you are logged in as root, the command should be (e.g for Ubuntu):

sudo -u www-data php cron.php

where www-data is a web-server user.

4. If there are no errors, check Scheduled Jobs to see if any job was executed (see a Log panel).

Running rebuild from CLI

Sometimes you need to run rebuild from the command line interface when the application is not loading.

php rebuild.php

EspoCRM is not loading after upgrade

Sometimes it can happen on some shared hostings.

Check permissions of the files: /index.php /api/v1/index.php

They must be 644. If any of those files have permission 664, you need to change it to 644. Use your hosting's control panel or chmod command.

chmod 644 /path/to/file

More information about file permissions can be found here.

MySQL error: The server requested authentication method unknown to the client

MySQL 8.0.4 has changed default authentication method to caching_sha2_password which is not supported by PHP. This issue can be solved by this solution.

Emails are not being fetched

  1. Make sure cron is running. You will see the error notification on the main administration page if cron is not running.
  2. Check EspoCRM log (data/logs) and server logs for errors.
  3. Check log at Administration > Scheduled Job > Check Personal Email Accounts. Make sure there are no records with failed status.
  4. Check log at Administration > Scheduled Job > Check Group Email Accounts. Make sure there are no records with failed status.

Delay in fetching emails

The following configuration will speed up your email fetching (and other background processes): 1. Cron should be configured to execute once a minute or more often. More details here. 2. The Jobs Run in Parallel parameter should be enabled in Administration > Jobs > Settings (in the top-right corner). More details here.

Admin password is lost, can't log in

Available since EspoCRM 5.8.3.

Run the following command in CLI:

php command.php set-password [username]

where [username] is a user name, e.g. admin.