Typical Errors

Section 1: Before the control panel starts

If run into any problem before you can even see the control panel loading the interface, please check this page to find a solution. Typical symptoms are described here together with probable ways of correction.

The page is blank or you see a “Server encountered internal error” message:

1. Upload your files again checking your FTP file transfer software to be set to upload files in binary mode. You can find instructions on setting the binary mode in different FTP apps here: http://support.cms-guide.com/entries/486827-what-does-binary-mode-mean

2. Check if there is a .htaccess file in your site's base folder. If there is one, rename it (eg. ~htaccess) and try loading the site again.

3. Check see if the admin/logs/ folder has its permissions set to drwxrwxrwx (CHMOD 777)

4. Some servers don't allow running the PHP files with random permissions. The only allowed set of permissions is 755, so please open your FTP browser and change the permissions of all files with .php extension to -rwxr-xr-x (CHMOD 755) (these files can be found in the following folders: root folder, admin/, admin/actions/, admin/config/, admin/libs/)

5. Navigate to the admin/logs/ folder and open the moto.log or php_error.log files. If you see any error records there, try finding the description of the error on this page and taking the appropriate actions.

6. If none of the above actions help, please submit a ticket describing your problem at http://support.cms-guide.com/

Errors like “Unable to read 2680 bytes” or “Please re-upload files in binary mode”

Upload your files again checking your FTP file transfer software to be set to upload files in binary mode. You can find instructions on setting the binary mode in different FTP apps here: http://support.cms-guide.com/entries/486827-what-does-binary-mode-mean

You see “Error while checking admin/gateway.php” message

1. Check if the “logs” subfolder under your site's “admin” folder has its permissions set to drwxrwxrwx (CHMOD 777)

2. Some servers don't allow running the PHP files with random permissions. The only allowed set of permissions is 755, so please open your FTP browser and change the permissions of all files with .php extension to -rwxr-xr-x (CHMOD 755) (these files can be found in the following folders: root folder, admin/, admin/actions/, admin/config/, admin/libs/)

3. Check the logs for further clues.

4. Please, try to open this file in your browser's window by typing  http://yoursitename.com/admin/gateway.php. It may possibly tell you more details about the problem.

5. In case you open the gateway.php file in your browser's window and it shows; "ZendAmfEndpoint" and nothing else, please, try removing the admin/actions/precheck.php file because it can work incorrectly if the domain name has not propagated properly yet.

6. Sometimes, it is necessary to re-upload your admin folder by using the binary transfer mode.

7. If none of the above actions help, please submit a ticket describing your problem at http://support.cms-guide.com/
   
   

You see “SAFE MODE Restriction in effect” message

1. Please create a .htaccess file with the following contents in your site's root directory or add these lines to your existing .htaccess file:

   <IfModule mod_security.c>
   <Files *.php>
   SecFilterEngine Off
   SecFilterScanPOST Off
   </Files>
   </IfModule>

2. Please create a php.ini file (or php5.ini) and add the following line to it:

   safe_mode = off

3. If the above actions didn't help, please submit a ticket describing your problem at http://support.cms-guide.com/

You see "Fatal error: Incompatible file format: The encoded file has format major ID 3, whereas the Optimizer expects a 2" message

This error message means that the wrong Zend Optimizer version is installed on your server.

Our CMS requires Zend Optimizer 3.3.x to work correctly. In most cases, this error message is caused by Zend Optimizer 3.2.0 being installed on the server.

Unfortunately, we are not able to switch the Zend Optimizer version most of the time so you should contact your hosting provider with this request.

"Files were corrupted. Please upload files again in binary mode" error

"Files were corrupted. Please upload files again in binary mode" error in most cases means what is written: upload again in binary mode( please see http://support.cms-guide.com/entries/486827-what-does-binary-mode-mean ). The reason also can be that your server has Zend Optimizer 3.2 installed while Flash CMS requires Zend Optimizer 3.3 to run. You can check the version of Zend Optimizer installed on the server by checking your sitename.com/admin/actions/php_info.php file. Please contact your hosting provider asking them to switch Zend Optimizer version on your server to 3.3 for the template to work.

Section 2: During the control panel startup

So you've got your control panel running, you see a dotted background with a window on the centerand it's showing you the loading state. Suddenly loading stops and you're faced with an error message! Or you've completed the control panel setup and suddenly you see an error report. In this section you will find how to fix most common errors that happen during this stage.

You see an “Error while saving configuration” or “Error while saving path configuration” message

1. You may need to re-upload your /admin/ folder using the binary transfer mode. Please refer to http://support.cms-guide.com/entries/486827-what-does-binary-mode-mean

2. Ensure that the file admin/gateway.php has the permissions set to 755 (-rwxr-xr-x).

3. Please see your log files in admin/logs/ for error descriptions and try finding the corresponding error messages here or on similar pages.

4. If none of the above actions help, please submit a ticket describing your problem

You encounter an “Error while loading structure”, “Error while loading fonts” or “Error while loading content” message

1. Please upload your files again checking your FTP file transfer software to be set up to upload files in the binary mode. You can find instructions on setting the binary mode in different FTP apps on our support page: “Setting binary transfer mode”

2. Please see your log files in the admin/logs/ for error descriptions and try finding the corresponding error messages here or on similar pages.

3. If none of the above actions help, please submit a ticket describing your problem at http://support.cms-guide.com/

You see a strange “SERVERTEST_FILE_IOERROR” error

1. Seems like you're missing some of the required files. Please upload your files again and be sure to do it in the binary transfer mode (see “Setting binary transfer mode” for further info)

2. If none of above actions helps, please submit a ticket describing your problem at http://support.cms-guide.com/

Error 500 when trying to load the site or Control Panel

You need to re-upload your admin/ folder using the binary transfer type (binary mode).

Please see: http://support.cms-guide.com/entries/486827-what-does-binary-mode-mean

PHP error in index.php

Parse error: syntax error, unexpected '{' in /home/content/d/r/u/drumpartee/html/index.php on line 43

First of all, please check your hosting configuration. You are more than likely using php 4.x which is not enough to run moto cms. You can check the version of PHP installed on the server by checking your sitename.com/admin/actions/php_info.php file.

Please contact your hosting provider and ask them to update your hosting configuration from PHP  4.x to 5.2.x, and use Zend optimizer 3.3. Then everything will work smoothly.

Warning: mkdir() [function.mkdir]: Permission denied in ....../admin/libs/Moto/MotoCache.php on line 0

Looks like, some files and folders are missing from the server. Please upload the admin/ folder again.

Section 3: While working with the control panel

Sometimes you can encounter an error while working with your control panel. It may be an error window, like CMS refusing to do something or doing something wrong. In this case, please check this section for possible solutions.

Error 500 or Error #2038 while uploading files to the Media Library

There are several possible solutions for this problem:

1. Please make sure that permissions for the following files and folders are set to 777 (drwxrwxrwx for the folders and -rwxrwxrwx for the files):
   
   
   

/admin/data/users.xml

/admin/_tmp/
/admin/logs/
/admin/xml/

/admin/xml/all files

/admin/actions/backup/_backups/
/admin/config.xml
/fonts/
/images/
/media/
/music/

/video/
/xml/

/xml/all files
/config.xml

Also, the following files should have the permissions set to 755 (-rwxr-xr-x):
/admin/actions/upload_media.php
/admin/actions/upload_fonts.php
/admin/gateway.php

 

The rest of the files should have the permissions set to 644 (-rw-r--r--) and the rest of the folders should have the permissions set to 755 (-rwxr-xr-x).

 

2. Please create (using the NotePad) a .htaccess file in the admin/actions/ folder with the following lines (or add these lines to the existing .htaccess file):
   <IfModule mod_security.c>
   <Files *.php>
   SecFilterEngine Off
   SecFilterScanPOST Off
   </Files>
   </IfModule>

3. Please make sure, that the admin/ folder is uploaded in binary mode.

4. Please make sure that the cookies are enabled in your browser.

5. If none of the above actions helped, please submit a ticket describing your problem at http://support.cms-guide.com/

“File size too big” error while uploading media (images, fonts, videos etc.)

Seems like your hosting provider doesn't allow uploading big files. Please contact your hosting provider asking them to increase the upload file size for you. However you can try creating a php.ini (or php5.ini) file with the following contents and uploading it to the admin/actions/ folder:
upload_max_filesize = 30M
post_max_size = 30M

memory_limit = 30M

Website menus never save after editing or mess up the order.

Please check to see if your file's and folder's permissions are correct.

In case this action didn't help, please submit a ticket describing your problem at http://support.cms-guide.com/

Gallery editing #Error while saving data

Sometimes it might happen that you cannot edit an existing gallery. If you get an Error while saving data when trying to save your changes, then make sure you set the correct permissions under the XML folder. You should set the 777 file permissions to all of the files and folders that are inside of the XML folder.

In case this action didn't help, please submit a ticket describing your problem at http://support.cms-guide.com/

“Error while loading language data” when trying to edit any module (player, gallery etc.)

1. It's possible that the modules simply can't gain access to the Zend Optimizer module you've installed. In this case you should copy your php.ini (or php5.ini) file to all module directories (admin/modules/each folder).

2. If the above action didn't help, please submit a ticket describing your problem at http://support.cms-guide.com/

Bold or italic system font doesn't work

Such a case is possible if you've uploaded a converted font with the same name as system one (eg. Arial). Deleting this custom font should fix the issue.

Error creating sitemap

Try to create and upload an empty sitemap.xml file to the root folder of your site and set the permissions for this file to 777. This should help.

"Error while updating media data" appeared after file upload

The problem is with your admin/xml/assets.xml file that cannot be updated. In order to fix it, please, set the permissions for this file (and all xml files in general) to 777.

Section 4: Website issues

Possibly, you will encounter some problem or error with your website itself . In this case, please check this section for possible solutions.

Site doesn't pass Google Webmaster Tools verification or is not shown after metatag insertion

1. The most probable cause of this error is that you've entered incorrect data to your 'metatag' field. You should only enter the provided code, not the full tag contents (eg. I176DUT8H8qtO8dJIF4G8rn3T8yRKvsFosRMbh5kDWg)

2. If the above action didn't help, please submit a ticket describing your problem at http://support.cms-guide.com/

Search engines never index pages of the site

1. Please check and see if you were provided with a .htaccess file which should be present in your site's root directory.

2. Verify your site with Google Webmaster Tools.

3. Enter keywords and descriptions for all your pages.

4. Check if there are other sites linking to your site.

5. Please refer to our SEO tutorial for more information.

Strange symbols ("/>) appear on the website

The most possible cause of this error is that you've entered the incorrect data to your Google Analytics id field. You should only enter the provided identifier (something like UA-xxxxxxx), not full script contents:

WRONG:

<script type="text/javascript">
  var _gaq = _gaq || [];
  _gaq.push(['_setAccount', 'UA-1345203-1']);
  _gaq.push(['_setDomainName', '.yourdomain.com']);
  _gaq.push(['_trackPageview']);
  (function() {
    var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true;
    ga.src = ('https:' == document.location.protocol ? 'https://ssl' : 'http://www') + '.google-analytics.com/ga.js';
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(ga, s);
  })();
</script>

CORRECT:

UA-1345203-1

Another possible case could be that you are entering the full value of Google Webmasters Tools tracking script instead of the id only.

WRONG:

<meta name="google-site-verification" content="EfQW9VJ4xfgh7Tf-PdqzgccmflExVEDjzEJzvmnQ" />

CORRECT:

EfQW9VJ4xfgh7Tf-PdqzgccmflExVEDjzEJzvmnQ

Music Player is not playing all of the tracks from the list

Please make sure your mp3 files are not too big, because it takes time to preload each mp3 file. You should modify your files to make them smaller, or in the Media Library in your Control Panel you can set your mp3 file to be preloaded while the website is loading.

Please also make sure that you have the following settings in the Music Player module:

 

My site's loading hangs at 95%, what should I do?

1. It is possible that some of the files you've added to Media Library are not being preloaded correctly. Try selecting all of the items in your Media Library and disable preloading for them.

2. If the above action didn't help, please submit a ticket describing your problem at http://support.cms-guide.com/