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Builder redirects to main hosting site anyway (accessing via plugin or demo URL)

On-Premises Brand

During builder installation parameters "API username" and/or "API password" were set incorrectly. They are saved in file "config.json" in builder root directory - parameters "apiUsername" and "apiPassword". Values of parameters are located within your On-Premises brand. Please fix them (you should change all "/" to "\/" in "apiPassword")

Google maps error

On-Premises Brand

The problem with Google Maps usually appears because you did not insert your API key into builder installation. To insert your API key please take the following steps:

  • Create your API key in Google console here
  • Enable the following APIs for your key:
    • Maps Elevation API
    • Maps JavaScript API
    • Places API
    • Geocoding API
  • Add the value of your API key into configuration:
    • open licenses page
    • expand your On-Premises brand
    • click on Maps API link
    • add your API key into field API Key of block Google Maps
    • click Apply button in Maps API dialog and Apply button in Brand dialog

Google Maps coordinates do not work

On-Premises Brand

Make sure that your used Google Maps API key in builder installation is authorized and not restricted to use for your builder domain. You may also try to use another API key to check if this solves the problem.

Please check this page for more details.

Builder demo URL throws 404 error

On-Premises Brand

1. 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:

2. Make sure that builder domain is resolved to a correct IP address on your builder server.

3. 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 throws "No active user session found" error

On-Premises Brand

1. Builder cannot be accessed directly by URL, for example: It can be opened only via public demo URL (which you can find you your brand) or via builder plugin installed on hosting panel.

2. 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.

Builder demo URL throws "No active user session found" error

On-Premises Brand

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.

Builder throws 500 Internal Error

On-Premises Brand

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

1. 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).

2. improper builder archive extraction - possibly not all files were successfully extracted what leaded to builder crash.
To fix this problem make builder manual update.

3. 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.

4. 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.

Bing map error

On-Premises Brand

To insert Bing maps to the site builder you have to do the following steps:
1. Insert "bingMapsApiKey" line anywhere in config.json (except inside "db" property). Ex. "bingMapsApiKey": "Your API key here"
2. Get bingMapsApiKey from here
3. You should add your domains to the list of allowed domains to use this API key. You can do it by pressing „Restrict key“ in „API key created“ pop-up.
Notice: your each client have to add API Keys for published websites in a builder by themselves (this field they find on builder in Bing maps properties).

Authorization required

On-Premises Brand

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.
1. Open builder file "config.json" located in builder web root folder.
2. Locate parameters "apiUsername" and "apiPassword".
3. Make sure they are the same as specified in On-Premises brand.
4. Fix them if needed (if password in the license contains symbols "/" please replace it with "\/" in "config.json" file) and save the file.
5. 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:
1. Open file ".htaccess" located in builder web root folder.
2. Comment line below:
RewriteRule ^(.*)$ index.php [L,QSA]
3. Uncomment line:
#RewriteRule ^(.*)$ index.php?HTTP_AUTHORIZATION=%{HTTP:Authorization} [L,QSA]
4. Save file.
5. Open file "config.json".
6. Add parameter "keepHtaccess": true somewhere in the middle and save the file.
7. Click "Recheck" button in On-Premises brand to see if the problem is gone.

FTP login incorrect

On-Premises Brand

This may be caused by FTP server which accepts only SSL connections.
Only for On-Premises brand:
1. Open file "config.json" located in your builder web root folder.
2. Add parameter (or edit if it already exists) "useSecureFtp": true
3. Save file.
4. Check if publication works.

Download website auto backup

On-Premises Brand

In order to download auto backup of some builder website you need to know website domain and construct path by that domain: [builder]/data/e/x/ on your server with builder. Here we assume that domain is "" and the part "/e/x/" is the 1st and 2nd letters of domain name. Specified folder will contain backup files with extension ".sitebuilder". You can take one of these files and restore it in builder as a simple website backup.

No fonts available at the moment

On-Premises Brand

"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.

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

Please make sure that:
a) googleFontsApiKey entered in builder config.json is correct
b) the key permissions allow using it from builder server IP
c) the key may be used with google fonts API.

2. 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:
a) the google maps API key permissions allow using it from builder server IP
b) the key may be used with google fonts API.

Migrate from On-Premises to Cloud

On-Premises Brand

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

1. 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!).
2. Create Cloud brand in account.
3. 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.
4. Archive folder data which is located in web root folder of On-Premises builder installation (preferably "zip").
5. Contact us in the ticket and send us link to archived zip folder.
6. Wait for our response in the ticket when we restore archived data in chosen cloud builder server as well as transfer remaining days of the license validity to Cloud brand according to price difference between Enterprise and Premium plans.
7. 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.

Error: Input required for method 'requestLogin'

On-Premises 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).

Change PHP version for site builder

On-Premises Brand

For On-Premises brand only: If you want to update PHP version for site builder please refer this page:

Site builder requirements

On-Premises Brand

Migrate builder to another server

On-Premises Brand

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

  1. prepare new place for builder so that it meets all requirements described in builder installation guide;
  2. move builder files to a configured virtual host on a new server;
  3. move builder database and its data to a new server;
  4. 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.