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FAQ

Free images used in Site.pro templates

Builder Issues

All images used in templates are CC0 licensed. You can read more ici

Move website/account to another server

Builder Issues

If you migrate one or more websites/accounts to another server then some changes might be needed in builder for a successful migration.
There can be some cases when actions might be required. Note. Use these recommendations only if domains of websites are not changed.

1. Website/account is moved from one server to another where both servers use the same builder brands. In this case no actions are required.

2. Website/account is moved from one server to another and servers use different builder brands. In this case action is required before website migration. Note that it does not depend on who belongs server where website is about to be migrated - whether it belongs to you or to another hosting company. You will need to migrate website from old builder (used on old server) to new builder (used on new server):
1) Open builder for migrating website on old Hosting Panel. Hover on Publish icon and press "Backup/Restore" item;
2) Download backup;
3) Migrate website/account;
3) Open builder for migrated website on new Hosting Panel. Select Backup/Restore, restore it;
4) Publish the website.
Note that server where website was migrated also must be licensed on Site.pro (must have license with new server IP).

Mass website/account migration
If you want to migrate many websites from one server to another at once and servers use different builder brands then please contact us in tickets and we will give you instructions.

Site.pro plugin installation guide

Builder Issues

Documentation page — https://site.pro/docs/plugins/

Site.pro builder installation guide (Enterprise)

Builder Issues

Documentation page — https://site.pro/docs/builder/

Website builder asks to choose new template instead of showing your client website

Builder Issues

1. Client accidentally pressed "Reset" or "Change template" button. Check if your client has manual or automatic (available for enterprise) backup enabled;
2. Client closed website builder without pressing "Save draft" after creating a website;

Website in builder looks different than website in a browser after publish

Builder Issues

1. Make sure you are viewing the same site version (Wide, Desktop, Tablet, Phone) both in builder and on published website;
2. Clear Internet browser cache.

Site builder can't be accessed via Builder's URL.

Builder Issues

The Site.pro website builder accessible only via your Hosting Panel or Site.pro account.

Blank page is opened instead of the builder

Builder Issues

The reason is that the user migrated to another account in hosting panel and the username was changed. The builder thinks it is a different user and doesn't open the builder. In this case inform us and we will update the user in our system.

Error creating directory

Builder Issues

1. Passive mode for FTP is not enabled on your server or too few passive FTP ports are opened. Please enable it and try again. Make sure that all used passive FTP ports are white listed in server firewall.
2. Make sure that there is enough simultaneous FTP connections from one IP allowed on server.

For On-Premises brand only:
3. To fix issue you can try to increase limit number of FTP connection retries in builder configuration:

  • open file "config.json" located in builder base folder
  • add parameter "ftpConnectionRetriesAllowed" (or edit if it already exists), e.g:
    "ftpConnectionRetriesAllowed": 20,
  • save "config.json" file

Open builder again and re-publish website to check if the error is gone.

Images are not uploaded in builder (shows error, gets stuck at 100%, etc.)

Builder Issues

Check values of PHP parameters "post_max_size" and "upload_max_filesize". Recommended values are 128M for both. If they are less, uploading images/files to builder may not work properly. Increase them (Apache server restart will be needed) and try to upload an image/file again.

FTP connection error

Builder Issues

The problem usually occurs due to firewall on your server which blocks connections from builder server on port 21.

For Cloud brand owners:
Allow connections from the following IPs on your server on ports 21, 80 and all ports which you have configured for passive FTP connections:
- 109.235.65.18
- 18.196.241.217
- 104.196.132.63
- 104.199.204.141
- 188.225.9.184
- 52.67.222.115
All these IPs can be used for builder opening.
To allow IPs in firewall please execute the following command:
iptables -A INPUT -p tcp -s 109.235.65.18,18.196.241.217,104.196.132.63,104.199.204.141,188.225.9.184,52.67.222.115 -j ACCEPT
Note: the command can vary depending on firewall service you use on your server.

Added DNS record of type CNAME but builder domain doesn't work

Builder Issues

Check if you added "dot" at the end of builder domain in DNS record (it has to be not "builder.domain.com" but "builder.domain.com."). If you added it correctly try to wait for some time for a domain to propagate over the internet, it may take several hours.

FTP login incorrect

Builder Issues

This may be caused by FTP server which accepts only SSL connections.
Only for Cloud brand:
We can add your IP address to the exception list so that FTPS publication is applied. If you agree, please, let us know by creating ticket. As a temporary solution you can disable forced SSL connections on your server.

Error uploading .png files

Builder Issues

Please try to enable PHP extension "exif" and try to upload .png image again.

Site.pro badge instead of your logo

Builder Issues

After license upgrade, Site.pro badge is still displayed on websites. Your logo is starting to be displayed only on newly created websites.

Choosing different server in your license

Builder Issues

Choose the old one first and write to support@site.pro or create a ticket to migrate your clients to a new server.

E-mail and MX records

Builder Issues

If you want to have website builder and mail server on the same domain, you need to add MX records to that domain (pointing to your mail server IP address).

Your own plugin creation

Builder Issues

To create your own plugin, please use this plugin creation guide.

Error: License is required. Ask administrator to enable Site Builder.

Builder Issues

One of the reasons of this error can be the fact that one of your customers (or more) are using dedicated IP for his account which is not listed among your license(s). You need to add such IP(s) to the license as well or move such customers to a shared hosting IP.

When using "Custom (API)" method:
If you use API in order to open builder then this error is usually caused by the fact that the license cannot be detected by parameters of API call. The license is searched by 3 different IPs in specified order:

  1. by outgoing (external) IP address of server which calls builder API;
  2. by FTP host parameter "apiUrl" which you pass among parameters list in API call (only if the parameter "apiUrl" has format of IP address and not of a domain);
  3. by IP address of parameter "domain" which you pass among parameters list in API call (if it is resolved).

If at least one of these cases match IP(s) in your Site.pro license(s) then the license is considered validated and API returns a valid URL to builder. Otherwise the error "License is required" is thrown.
So to fix this issue just make sure that during API call in your case the IP of one of specified 3 cases matches IP(s) in your license.

For On-Premises brand only:
Go to Site.pro licenses page, open On-Premises brand and click "Apply" button. If this action results in error then it means that license synchronization fails and cannot be synchronized with your builder. If error message do not help to fix this issue by yourself then create ticket in support system and describe this problem.

Run builder under HTTPS protocol

Builder Issues

If you want to run builder domain under HTTPS protocol you need to do the following steps:

For Cloud brand:
Create a ticket and inform us that you want to have builder domain running with https protocol. We connect Let's Encrypt free SSL certificates for Premium-brand owners. If you have your own certificate files then attach them to the ticket with a ZIP file.
Please note, that Free SSL can be enabled for customers who have Trusted Partner status.

For On-Premises brand:
1. Open your On-Premises brand and change builder domain by adding "https://" at the beginning of it (e.x. "builder.yourdomain.com" -> "https://builder.yourdomain.com")
2. Open file "config.json" in your builder web root directory and update parameter "siteProApiUrl" by changing "http://" part to "https://"
3. Go to Site.pro licenses page, open On-Premises brand and click "Apply" button.

Can I have multiple IPs on 1 server?

Builder Issues
Our pricing is based per server. But, we can not control that process, so we charge per IP.
We can make manual plans allowing you to provide a wide range of IPs for 1 server. It can be done for companies who have more than 5 servers.
Or
You can buy Site.pro directly from Plesk Panel (if you use Plesk). Plesk licensing is related to a server. So you can have multiple IPs on 1 server.

Build a website using a subdomain

Builder Issues

Subdomain should be created in the hosting panel, then your clients will have access to the builder for a new subdomain via their hosting panel.

Builder logo is not shown

Builder Issues

Possibly the license synchronization with your builder fails when you click "Save" button in the license.
To fix this problem use these methods:
Method 1:
Check whether PHP parameter "allow_url_fopen" is ON in builder hosting PHP configuration.
1. Set this parameter to ON and restart server.
2. Save On-Premises brand and check if builder logo appeared (we recommend to check logo in new builder session, for example in another browser).
Method 2:
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. Save On-Premises brand and check if builder logo appeared.
Method 3:
Check if firewall of your builder server does not block site.pro server.
We recommend to white-list site.pro IPs from which license synchronization can be made:
- 109.235.65.18
- 18.196.241.217
- 104.196.132.63
- 104.199.204.141
- 188.225.9.184
- 52.67.222.115
Method 4:
If method 1 and method 2 did not solve the problem:
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. Save On-Premises brand and check if builder logo appeared.

FTP passive mode error

Builder Issues

Builder requires FTP passive mode enabled on your server to be able to publish websites.
If you server is behind NAT then make sure that FTP passive mode is properly configured:
use extra option "MasqueradeAddress" (for ProFTPD) or "ForcePassiveIP" (for Pure-ftpd) and specify your external IP address.

"Server error" during Save or Publish

Builder Issues

To solve this problem please take the following steps:
1. Open builder in Chrome or Firefox browser
2. Open developer tools in browser (key F12)
3. Switch to "Network" tab
4. Click on "Save" button in builder
5. Click on appeared request line (it should begin with "?sess=")
6. Switch to "Response" tab
7. Copy text you see in this tab
8. Create ticket on site.pro and tell us about "server error" and paste copied text. Our developers will fix this problem.
9. Thank you and excuse us for inconvenience.

Error loading page. Try again later.

Builder Issues

To solve this problem please take the following steps:
1. Open builder in Chrome or Firefox browser
2. Open developer tools in browser (key F12)
3. Switch to "Network" tab
4. Click on "Save" button in builder
5. Click on appeared request line (it should begin with "?sess=")
6. Switch to "Response" tab
7. Copy text you see in this tab
8. Create ticket on site.pro and tell us about "error loading page" and paste copied text. Our developers will fix this problem.
9. Thank you and excuse us for inconvenience.

"googleFontsApiKey is not set"

Builder Issues

In order to fix this problem just create API key from Google by going to this link https://developers.google.com/fonts/docs/developer_api and put key in file "config.json" located in builder web root folder - you need to set it to parameter "googleFontsApiKey".

Note. Most probably Google Maps widget also does not work in your builder. To make it working do the same as for Google Fonts but use this link for key creation https://developers.google.com/maps/documentation/javascript/get-api-key and parameter "googleMapsApiKey" in file "config.json".

I am not receiving mails from contact form

Builder Issues

The problem may occur when you are using field Form will be sent from this Email in form configuration in builder. For example you use address in this field example@mysite.com. Then mails may not be received on your email account due to the fact that domain mysite.com does not have DNS record of type SPF (for more details please see https://en.wikipedia.org/wiki/Sender_Policy_Framework). Due to this mails can be blocked by mail servers. If you are an owner of domain "mysite.com" you need to add SPF record in DNS configuration of your domain.

When you do not have field "Form will be sent from this Email" filled in then the address no-reply@mysite.com is used (where "mysite.com" is replaced with your website domain name). In this case the reason of not receiving mails is the same as described above.

Texts overlap each other on website

Builder Issues

The problem occurs due to the fact that different devices and different browsers can render text a little differently what can have impact on text height (and as a result - text overlapping each other). To fix this problem you can follow these recommendations:
1. Do not use 0 value for Line height option for fonts in Styles menu. Here "0" means "normal" and it can be interpreted differently on different devices and browsers. Set some value which would be similar as it was with "0" (e.g. if you use font size "16" then line height can be around "19-20" what would make text look more or less the same as with value "0").
2. Do not forget to set style to text in Text widget. Double-click to edit text, select some text and look at what is chosen at left dropdown of text editor. It there is "Style" - it means that no style is set for selected text. Due to this any font can be used on published website depending on device and browser.
3. Avoid creating very huge Text widgets (containing a lot of text). If you have one just try to separate it to multiple Text widgets. Despite the fact that you did recommendation (1) and (2) some devices and browsers can continue render text a little differently. Most probably you will not see any difference in small texts but when there are huge text blocks on site the problem can occur.
4. Use Google fonts which are supported on majority of devices. Some default fonts may not be supported on different devices. They automatically replace font with a different one when you view site (it can be very similar) which can also contain small difference.

Official requests

Builder Issues
If you are a law enforcement authority and you want to get information of interest associated with the legal infringement ― you should submit a formal request by the email support@site.pro.

IP of my server changed

Builder Issues

If you migrate your clients to another server and IP of new server changes then you need to update IP in your license on Site.pro licenses page from old value to new value after migration. The plugin re-installation or other actions are not needed.

Note for On-Premises Brand: The IP update on licenses page is needed only if you migrate hosting server with clients. In case if only builder server is moved then no actions are needed at all. There is no need in having IP for builder server on licenses page if that server is used only as builder and not as hosting server with clients.

Server error (403)

Builder Issues

If error "Server error (403)" is thrown during saving draft/publishing or other actions in builder then it can happen due to the following reasons:

1. Your builder session has expired. The session in builder should never expire when you edit website. However there are few cases when it can happen:

  • someone else opened builder with your website from your account of hosting control panel. This action leads to your session expiration and new session establishing for another person.
  • you opened builder one more time for the same website in another browser or in incognito window. This action leads to session expiration of first window and new session establishing for new window. To avoid this in the future we recommend you to have only one builder window opened at one time.
  • you left builder window opened for a long time and your computer went to sleep or darkened screen. This can lead to limited browser activity for opened windows and prevent builder from refreshing session.

Unfortunately if session expires it means that all your changes made after last draft saving in builder will be lost. To continue editing website in builder you need to open builder again from hosting control panel.

2. (Only for On-Premises brand) Builder is facing temporary server problems. During saving draft/publishing website a big set of data is sent to server. Sometimes servers can have some active POST filters which scans all data by some criteria(s) and can block request to server if needed.
To fix this issue contact your hosting provider (or site builder administrator) and tell about this problem.

"Server error (502)" or "Server error (504)" during publication

Builder Issues

These errors can be thrown during publication if nginx server is used for builder. Usually the reason of them is script timeout. Increase timeout for nginx script execution (parameter fastcgi_read_timeout), restart nginx server and check if error is gone.

If nginx server is used as proxy server for Apache then increasing these parameters in nginx configuration may help to solve the problem:
proxy_connect_timeout, proxy_send_timeout, proxy_read_timeout, send_timeout

Change builder limit of restorable backup files

Builder Issues

For Cloud brand: Unfortunately the limit of restorable backup files cannot be changed if you use premium brand. For backup file restoration which exceeds builder limit please create ticket on tickets page and specify us website domain and external link to backup file which you want to restore. Our team will restore it and we will notify you.

For On-Premises brand: The builder limit parameter directly depends on PHP parameters post_max_size and upload_max_filesize on server where builder is installed. So the limit is a smaller value of these 2 parameters. Just update values of these parameters in PHP settings and the limit in builder will automatically change.

My plugin icon is not displayed in hosting panel

Builder Issues

Most probably you installed site builder plugin on your hosting panel before you set plugin icon and title in your brand on Site.pro licenses page. In order to update icon and title on your hosting panel just make plugin re-installation by instruction which you can find on this page.

"Form sending failed. (4): SMTP connect() failed"

Builder Issues

When you get this error when sending mail from your site then it usually means one of these:

  • SMTP data is incorrect (double-check username and password, make sure that you specified correct host and port).
  • Firewall on your hosting server blocks outgoing connections from specified SMTP host and/or port. Contact your hosting support and describe this problem to fix the issue.
  • Specified SMTP host (in case if it is a domain — not IP) is not resolved on your hosting server or resolved to a wrong IP address. Contact your hosting support and describe this problem to fix the issue.

For more details on this issue please refer this page.

Verification during publication takes much time

Builder Issues

The publication process consists of the following steps:

  1. Builder generates final site files and tries to publish only those which were modified after previous publication.
  2. After publication of changes builder tries to call script on published site and check in this way whether all required site files exist on the hosting.
  3. If (2) ends with "false" response (that is eventually not all files exist on hosting) then builder re-publishes all site files.

Sometimes builder stuck on step (2) (or takes much time — 1-2 minutes) since connection to the end site can be problematic. Sometimes firewall on hosting server blocks builder IP on port 80. Due to this connection hangs until timeout is reached and builder tries different IP to connect.
To avoid such problem make sure that builder IP is white listed on port 80 in hosting server firewall.

Website existence after cancelling license

Builder Issues
Websites are working only when the license is active.

Why the restriction exists:
1. Hosting companies are asking us to protect them from losing customers, as people can switch to a cheaper hosting provider after a website is created. But when websites stop working (on another provider) customer usually returns back to the old provider;
2. This model fits all servers network architectures;
3. There is no other way to control the number of websites as hosting providers constantly migrate among servers.

Website disappeared from builder after changing website domain

Builder Issues

When website domain is changed then it is no longer opened in site builder. Most probably you will see initial page offering you to choose template. This happens due to the fact that website identification is made by website domain. If it is changed then site builder sees that website as new and offers you to choose template.
To get back your website and make it working under a new domain please follow instruction below.

For Cloud brand:
Contact us in support system by creating new ticket and provide us old and new domain names. Our team will update domain in site builder and the website will become editable again.

For On-Premises brand:
Use builder API to rename website in your site builder installation.

Migrate to a different cloud builder server

Builder Issues

Only for Cloud brand:
If you want to migrate to another cloud builder server (e.g. from EU to US) then create new ticket in support system and tell us about migration. In the ticket please specify us cloud builder server you want to migrate to. We will provide you with further instructions.

"Can't find destination folder" error during publication

Builder Issues

If you get error "Can't find destination folder" during publication then it means that builder could not find folder on your hosting where to publish website files.

When using "Custom (API)" method:
To fix this error you need to review parameters which you pass to builder API when creating session for a customer. The parameter which is responsible for this error is uploadDir. Make sure that it has a value of relative directory on your hosting in respect to FTP account which you pass along with other parameters.
For example if the customer "A" on your server has web folder "/home/user_A/public_html" and FTP account (parameters "username", "password", "apiUrl") which you pass to builder API points to directory "/home/user_A" then the parameter "uploadDir" must have value "public_html".

When using pre-defined hosting panel (cPanel, Plesk, etc.):
The builder plugin on hosting control panel should automatically detect FTP account and customer's web folder where to publish website. However in rare cases API of hosting panels can return wrong FTP folder and as a result the publication ends with the error. In this case you may try to reset FTP account for the customer on your hosting control panel. If this does not help then open a ticket in support system and describe the problem - our technicians will suggest the solution individually.

How publication works?

Builder Issues

The publication process is the process which starts when the client presses button "Publish" in builder toolbar. The process can be divided into several parts which are executed one after another in specified order:

  1. saving draft — this step saves website draft — the same action which is triggered when pressing button "Save Draft". This step takes <1 second; when it completes the state "preparing..." is displayed
  2. website generation — during this step builder generates final website files which will be published to client's hosting. They consist mostly of .php, .js, .css and different media files. During this step the state "building website..." is displayed.
  3. connection to hosting FTP server — this is the 1st step of deploying part. The builder tries to establish FTP connection with hosting server where it will publish website. The connection is made with 3 different IPs in specified order until it finally connects (when it connects with some of them it does not try the rest):
    1. IP address which was passed by hosting control panel API to builder plugin when builder was opened (in case if "Custom (API)" is used then it is defined by parameter "apiUrl");
    2. IP address of domain which was opened (in case if "Custom (API)" is used then it is defined by parameter "baseDomain" [or "domain" if "baseDomain" is not provided]);
    3. remote IP address of server which made API call to builder during opening;
    During this step the state "connecting..." is displayed.
  4. logging to hosting FTP account — this is the 2nd step of deploying part. After successful connection to FTP server builder tries to log in with username and password of FTP account. Builder gets FTP data from builder plugin on hosting control panel (API) (in case if "Custom (API)" is used then FTP details are defined by parameters "username" and "password").
  5. files uploading — this is the 3rd step of deploying part. During this step website files are uploaded to hosting. Note that only changed files are uploaded from last publication. This is usually the longest part. It can take from few seconds to few minutes (depending on website size and connection speed between builder and hosting servers).
  6. verification — this is the 4th step of deploying part. After successfully uploaded website files (only changed) to hosting then builder makes verification whose purpose is to check if all required website files are on hosting and they are all correct. During this step builder connects to website hosting on port 80 or 443. The connection is made also with different IPs in the same order and same IPs as during builder connection to FTP server with one difference — firstly it tries IP address which could successful establish connection to FTP server. During this step the state "verifying..." is displayed.
  7. files re-uploading (full) (optional) — this step is taken only in the case if verification returned negative result, that is some website file on hosting was removed or changed since last publication. During files re-uploading the connection to FTP is made again as described in step (3). When the uploading ends then no second verification is made.

Note that practically all these steps are executed quite quickly and usually client does not see them all in publication process bar.

How builder plugin works?

Builder Issues

Builder plugin is a module for hosting control panel (cPanel, Plesk, etc.) which is installed on panel and displayed for end clients as an extra button among other buttons. The builder button can be customized with your own icon and title.

The builder plugin works as a gateway from panel to site builder. Plugin purpose is to retrieve all required information of client account from hosting control panel (using internal API) and pass it to site builder. The required information includes:

  • client's FTP account data (username and password)
  • client's hosting IP address (which is used as FTP host in builder during publication)
  • client's domain
  • client's account package (if supported by panel).

After plugin collects information it calls builder via API and pass information for it. Builder checks the license of your hosting server and determines whether to let you in or not. If the license is verified then builder API returns URL otherwise it returns error message. In case if plugin gets URL from builder it redirects the client by this URL to builder where client can construct his website. If the license verification fails then builder returns error message "License is required" meaning that the license could not be detected by API call and provided parameters (check how to fix this error).

The communication between builder plugin and builder is made via HTTP port 80 or 443 depending what protocol builder uses. In case if you use Cloud builder then 443 port is always used. If you use On-Premises builder then it depends on what protocol your builder is running on.

When the client opens builder for the first time then builder suggests to choose a template first before starting constructing website. During website construction all website data is saved in special ".dat" files in builder storage and all media files which client uploads are also stored in builder. Note that during website construction in builder no changes are made on client's hosting. Changes are applied only when client presses button "Publish" in builder toolbar — then builder generates real website files (consisting of .php, .js, .css and other files) and publishes them to client's hosting via FTP connection (see how publication works in more details).
When the client next time opens builder then builder finds his ".dat" files and loads them instead of offering to choose template anew. Note that when client opens builder then builder does not download client's current website files from hosting — builder has all website data in his own storage.

The identification of website in builder is made only by domain. It means that the client can have multiple websites in his account (addon domains, sub-domains) and construct websites in builder separately for all of them. If client's domain is renamed further then it also must be renamed in builder separately. Otherwise the client will be offered to choose template anew as if the website was opened for the first time.

If you have your own hosting control system for your customers and do not use predefined hosting control panel which we support then you can also use site builder by implementing your own plugin using builder API method to create session.

Receive mail notifications from Store

Builder Issues

Site.pro builder Store module supports mail notifications. Mail notifications can be sent both for the merchant and for the customer. There are 2 cases when notifications are sent: when the order is submitted and when the payment for order is received.

In order to configure mail notifications for yourself (merchant) add email address in builder Store properties → Settings tab → Contact Form block. Click "pencil" icon in contact form block and switch to "E-mail settings" tab. Type your email address in field "Form will be sent to this E-mail" where you want to receive mail notifications. You can also configure SMTP options in the "SMTP" tab.

Customers will get mail notifications to email address which they enter in Billing Information block. Note that Billing and shipping blocks can be disabled for customers in Store Cart module. To check if it is not disabled ensure that the option "Require Billing/Shipping Information" is enabled in Store Cart module.

Why do I not receive mail notifications even after adding email address in Store configuration?
Despite you added email address in "Contact Form" block settings there can be cases when mail notifications are not delivered. The usual reason for that is the absence of SPF record of your website domain. Please check this page for more details about this problem.