FAQ

Make sure that you clicked "Apply" button in your On-Premises brand after builder installation. If you clicked it and builder is still throwing error "Authorization required" then take the following steps to fix it:

Method 1:

Check if API username and password which you entered during builder installation are correct.

• Open builder file "config.json" located in builder web root folder.
• Locate parameters "apiUsername" and "apiPassword".
• Make sure they are the same as specified in On-Premises brand.
• Fix them if needed (if password in the license contains symbols "/" please replace it with "\/" in "config.json" file) and save the file.
• Click "Recheck" button in On-Premises brand to see if the problem is gone.

Method 2:

If method 1 did not help then try this:

• Open file ".htaccess" located in builder web root folder.
• Comment line below:
  RewriteRule ^(.*)$ index.php [L,QSA]
  
• Uncomment line:
  #RewriteRule ^(.*)$ index.php?HTTP_AUTHORIZATION=%{HTTP:Authorization} [L,QSA]
• Save file.
• Open file "config.json".
• Add parameter "keepHtaccess": true somewhere in the middle and save the file.
• Click "Recheck" button in On-Premises brand to see if the problem is gone.

Please check builder files owner and group. If you extracted builder archive from SSH terminal being logged in as root then you need to chown files to a correct user and group.

• If you are running builder under Apache server then most probably .htaccess in builder is not working. Check if apache module "mod_rewrite" is turned on.
  In case you are using nginx server then you need to additionally configure builder by this instruction (section "Configuration for builder");
• Make sure that builder domain is resolved to a correct IP address on your builder server;
• Make sure that you have correct value for API URL defined by parameter siteProApiUrl in builder configurational file ("config.json") located in builder installation root folder.

• Builder cannot be accessed directly by URL, for example: http://builder.mysite.com. It can be opened only via public demo URL (which you can find you your brand) or via builder plugin installed on hosting panel;
• If in case of error URL of page contains part similar to "?login_hash=a1b2c3..." then it means that you have wrong builder plugin installed on your hosting or you installed it before builder installation. You need to delete it and install plugin anew using plugin installation guide link from On-Premises brand.

If the problem occurred right after builder installation or update then the reason may be in:

• Improper builder version used during installation/update (there are two versions - for PHP 5.6 or lower and for PHP 7 or higher). To fix this problem make builder manual update. Please find instruction on your On-Premises brand page ("Builder installation guide" -> "Update" section).
• Improper builder archive extraction - possibly not all files were successfully extracted what leaded to builder crash.
  To fix this problem make builder manual update.
• File ".htaccess" located in builder web root directory. Possibly some directives (like "Options" or "DirectoryIndex") are not allowed by your hosting and it ends with error 500. Make sure that hosting settings let to use/overwrite these options.

Other reason which can be logged in file "error_log" in web root folder of builder. Please check if this file exists and that the new output is written once you get error 500. According to error you can determine what causes this error to happen.

For On-Premises brand only:
If you want to update PHP version for site builder please refer this page:
https://site.pro/docs/builder/#other/php_migration.

For On-Premises brand only:
To create custom templates for your clients:

• Go to your license page: https://site.pro/My-Licenses/, click on "Manage";
• Install the builder: https://site.pro/Builder-installation-update/installation/889520/;
• Select "Custom templates" (on black toolbar);
• Follow templates’ creation instruction : https://site.pro/Add-ons-documentation/adding-custom-templates/;
• Save and apply the customized templates for your brand.

The error occurs when you update builder domain field in On-Premises brand, especially protocol (from "http" to "https"). The plugin does not know about changes and still calls old builder domain which may not work or act properly.
To fix the problem just re-install plugin following installation guide in your brand (or direct link).

This may be caused by FTP server which accepts only SSL connections.

Only for On-Premises brand:

• Open file "config.json" located in your builder web root folder;
• Add parameter (or edit if it already exists) "useSecureFtp": true
• Save file;
• Check if publication works.

In On-Premises builder installation while the customer is inside builder editing his website, auto-backups are being saved automatically when draft is saved. It happens when the client clicks button "Save draft", "Publish" and "Download backup".
The data of all auto backup is saved in builder installation in website project folder, e.g.: [builder]/data/e/x/example.com/backups (here we assume that domain is "example.com" and the part "/e/x/" is the 1st and 2nd letters of domain name).
By default, auto backups are saved no more than every 5 minutes. The number of auto-backups per website is limited and it saves 50 copies by default. When it reaches the limit of copies it keeps saving them further but with removing oldest copies keeping only 50 freshest.

With each auto backup saving, builder saves only data, but not the whole project, thus saving space on disk. 50 copies in total may take slightly more of disk space than the original project.

Default values - interval of 5 minutes and number of 50 copies - can be changed in On-Premises brand configuration to any values. Also there is an option to disable auto backups saving at all.

In order to move builder to a different server you need to take the following steps:

• Prepare new place for builder so that it meets all requirements described in builder installation guide;
• Move builder files to a configured virtual host on a new server;
• Move builder database and its data to a new server;
• Make sure that builder files and builder database are working together on a new server;
• If builder database connection credentials are changed on a new server then update them also in builder configurational files "config.json" (it is located in builder root folder) in "db" section;
• If IP of new builder server is changed then make sure that this IP is not blocked by firewall (on FTP ports [20, 21, passive ports] and HTTPS ports [80, 443]) on your hosting servers where you use builder plugin.

In order to migrate from On-Premises builder (brand) to Cloud brand you need to take the following steps:

• Un-install current builder plugin from hosting panel(s). You can notify your clients about temporary builder disabling before plugin un-installation. The whole process can take up to 1 day (we migrate data only on business days!);
• Create Cloud brand in Site.pro account;
• Choose desired cloud builder server in Cloud brand and setup builder domain. Configure DNS settings for chosen builder domain so that it pointed to specified cloud builder server;
• Archive folder data which is located in web root folder of On-Premises builder installation ("tar.gz" or "zip");
• Contact us in the ticket and send us link to archived zip folder;
• Wait for our response in the ticket when we restore archived data in chosen cloud builder server;
• Install builder plugin on hosting panel(s) using installation guide link from Cloud brand.

We recommend you to create ticket before you start doing specified steps. It would be useful for us to know the size of "data" folder so that we better knew how much time data restoring can take.

"No fonts available at the moment" message is shown only in case when google fonts API responds with an error to builder requests and there is no cached version of a previous good response.

There are two possible conditions depending on your situation.

If you have googleFontsApiKey entered in your builder config.json.

Please make sure that:

• googleFontsApiKey entered in builder config.json is correct
• the key permissions allow using it from builder server IP
• the key may be used with google fonts API.

You have google maps API key configured and no google fonts API key.

In that case builder will use google maps API key for google fonts. Please make sure that:

• the google maps API key permissions allow using it from builder server IP
• the key may be used with google fonts API.

Refer this page to see Enterprise website builder requirements: https://site.pro/How-it-Works/#recommendations-for-builder-server.

The client may accidentally choose another template or reset existing template to default one in builder. Note, that this action removes current client's project. However it still can be restored in 2 ways:

• Open builder for this website, expand "Publish" menu and choose "Backup/Restore" option. Switch to tab "Restore". There you may see some auto-saved backups of earlier website state saved. Try choosing the oldest one and click "Restore" button. After that check if it has been restored.
• If website cannot be restored with option (1), but you have correct live published website, then you can restore website in builder from published website. Take following steps:
  • clean client's folder in builder which holds client's current project data/e/x/example.com/ (where client's domain is "example.com" and part "/e/x/" is 1st and 2nd domain's letters)
  • copy folders "sitepro/dat" and "sitepro/gallery" into client's project folder in builder, so that copied folders are located in:
    data/e/x/example.com/dat
data/e/x/example.com/gallery
  • update permissions of copied folders if needed
  After that you should see last time client's published website in builder when reloading it.
  
  Note that even if the spoiled website was published and there is no live website remained correct, then you may try to firstly restore client's account on hosting to an earlier state where the live website is correct, and then restore website in builder following option (2).